Inability To Access Secured Documents

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bqxmprij
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Inability To Access Secured Documents

Post by bqxmprij » Tue Aug 29, 2017 6:32 pm

I work with documents shared via data rooms such as those provided by https://www.firmex.com/. I recently tried to open documents from https://www.firmex.com/ and received the following errors messages:

Image

They work fine in Adobe without me (knowingly) installing any certificate or something similar.

Unfortunately, I cannot share the documents.

With understandably little information, do you have any suggestions?

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Tracker Supp-Stefan
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Re: Inability To Access Secured Documents

Post by Tracker Supp-Stefan » Thu Aug 31, 2017 11:35 am

Hello bqxmprij,

Thanks for your port and report.
It seems like those files are using a third party security handler called FileOpen. We do support this as well as Adobe, but there might have e.g. been an update to FileOpen itself - and the security method used might not be recognized by the FileOpen version you have. Can you please check which build of the Editor you have installed (go to Help -> About) - and if it is not 322.7 - please update.
if you are on the latest build and are still having the issue - please do let us know!

Regards,
Stefan

bqxmprij
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Posts: 103
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Re: Inability To Access Secured Documents

Post by bqxmprij » Thu Aug 31, 2017 1:53 pm

Stephan-

Thank you for the response. I was running 6.0.322.6. I am now running 6.0.322.7. I get the same error when opening the same files.

Thanks.

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Tracker Supp-Stefan
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Re: Inability To Access Secured Documents

Post by Tracker Supp-Stefan » Thu Aug 31, 2017 3:53 pm

Hello bqxmprij,

Thanks for updating and confirming the problem is still there.
I've asked colleagues from the dev team to take a look at this and we will post back here as soon as there are any further news!

Regards,
Stefan

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Tracker Supp-Stefan
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Re: Inability To Access Secured Documents

Post by Tracker Supp-Stefan » Thu Aug 31, 2017 4:36 pm

Hello bqxmprij,

Just spoke with a colleague from the dev team, and we believe the issue might be with FileOpen - so we will need a file that causes this issue for our investigation.
Is there any file that is not confidential that you can send to us? If not here in the public forums - at least privately via e-mail to support@tracker-software.com ?
We will only use the file for testing the issue discussed, and delete it immediately after the problem is resolved.

Regards,
Stefan

bqxmprij
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Posts: 103
Joined: Tue Dec 18, 2012 3:51 am

Re: Inability To Access Secured Documents

Post by bqxmprij » Thu Aug 31, 2017 4:53 pm

Stephan-

I understand the need for the file, but I cannot send them. If I run into anything I can send, I will.

Thanks.

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Patrick-Tracker Supp
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Re: Inability To Access Secured Documents

Post by Patrick-Tracker Supp » Thu Aug 31, 2017 10:02 pm

Hello,

That is understandable. We will await your reply.

Cheers!
If posting files to this forum, you must archive the files to a ZIP, RAR or 7z file or they will not be uploaded.
Thank you.

Cheers,

Patrick Charest
Tracker Support North America

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