There are a number of different reasons why a user might not be able to access Vitrium-protected content and there are a number of different factors to consider:
If the issue is affecting all users, send a support ticket to Vitrium immediately. If you use Vitrium Enterprise, be sure to also check the system that Vitrium is integrated with.
If the issue affecting one user only, the best place to start is to review the User Activity Report in your Vitrium account as this will likely show you the Error Code they might be receiving.
If there is an Error Code, review the Error Code Reference Guide for further steps.
If there is no Error Code, ask the following additional questions from the user:
- Are they connected to the Internet? They need to be connected in order to be authenticated.
- Are they trying to open the protected PDF version (which requires Adobe) or the web viewer link? If they say they keep entering the "Login" button but nothing happens, then it's likely they are trying to open the protected PDF version in a browser or with an unsupported PDF viewer like Foxit or Mac Preview. Remind them to download the PDF and open it with Adobe Acrobat Reader or PDF X-Change.
- If it is the web viewer they are trying to open and the authentication is not going through, then it's likely a firewall or proxy server interrupting the communication.
Ask the user to have their IT department whitelist the following domains on port 443 (https):
- api.protectedpdf.com (or the domain of your company if you have customized this)
- or the domain that your company is using for Vitrium content if you have customized it
If they can't wait for their IT department to do this, ask the user to try opening the content at a different location (a different IP address), or from their mobile phone using their data plan. If they can access it from a different location or from their phone using data, then the issue is likely a firewall or proxy server.
- If it is the protected PDF and they are using Adobe, then they might need to disable the Adobe global object security policy. To do this, instruct your user to follow these steps:
- Open Adobe Acrobat Reader or Acrobat Pro
- From the top menu bar, click Edit, then select Preferences
- Uncheck (de-select) the 'Enable global object security policy'
- Open the protected content again in Adobe