VERSION : PPDF 4 and PPDF 5
The Vitrium EIP works with Vitrium Security server to authenticate and authorize unlocking of PDF documents. Thus, if EIP is unreachable by Vitrium Security server, the documents cannot unlock.
Please follow the checklist below to troubleshoot the issue:
1. Check for error email sent out by Vitrium Security server or the EIP.
2. Is the correct web service URL used in Vitrium Security server?
3. Is the web service URL reachable by a normal web browser?
4. Is the SQL server running, reachable, and accessible by the EIP?