Below are some of the common errors you may encounter with your users but you can also review the full manual on How to Support Your End Users.

4.1 Common Error Codes & Steps to Resolve Them

Vitrium has different error codes that appear for different end user issues.  Below are some of the more common ones but we recommend keeping this Error Code Reference Guide handy as well: http://www.vitrium.com/support/pdfs/error_code_reference_guide.pdf

 No access (w29): This error is received when user permissions have not been applied to the file in question. To correct this, click on the Permissions icon beside the file in question. If the user does not appear here, then click Add New, click on the user, then click Add Permissions, then Save & Exit and ask the user to try unlocking the file again.

 Exceeded limit (vc3): This error is received when the User has reached their browser or application limit per the setting in the DRM Policy.  If you do not suspect fraud with this User and wish to clear this person’s usage so they can access the protected file, go to the Users tab, click on the Clear Use icon beside the User in question  and clear their usage. Once done, ask the User to log in again.

 Credentials incorrect (bw5): This error is received when the User has entered the wrong credentials, often related to a typo. You can look up the correct credentials for the User or ask them to try again and be mindful of any uppercase or lowercase, and watch for any unnecessary spaces at the end.

 Account not found (3yq): This error is received when the User does not exist in the Vitrium account. If you believe the User is added in the account, you can check to make sure they are using the correct username and password combo.  If they are not in the system, you can add them as a new User.  All of this can be done in the Users tab.

 Account inactive (m47): This error is received when the User has been deactivated or their access to this file revoked.  If you wish to re-activate the User, you can go to the Users tab and click on the X under the Active column which will change this to a ü and the User will be active again.

 Access expired (qe2): This error is received if the expiration date for access to the file has passed, OR when a DRM Policy has not been set at any level.  You can either change the expiration date, change the DRM Policy completely, or set a new DRM Policy to the file or User.

4.2 Common Errors When Opening the Secure PDF File

These are the more common errors we see when end users are sent the secured PDF file:

 The User must open the PDF file with Adobe Reader or Acrobat on a desktop computer only.  The common mistake is the User might be trying to open the file in a different PDF viewer such as the Mac PDF Viewer or a web browser’s built-in PDF viewer. The User needs to download the PDF first to their hard drive or a network drive, then open the file with Adobe.  If they are using a tablet or a smartphone, you should send them the secured web link, not the PDF file. 

 The User may need to disable the Global Object Security Policy in their Adobe program. The steps were outlined in section 3.3 above. The User only needs to do this for the first unlock session.  The setting will remain the same and future unlocks will be more seamless.  The User needs to:

1. Open Adobe Reader, go to Edit > Preferences
2. Go to the JavaScript under the Categories section
3. Uncheck the “Enable global object security policy” – you need to disable this policy in order to unlock the protected file
4. Click OK once this setting is disabled (or unchecked)
5. Open the protected PDF file and click Allow on all the communication messages

The User requires the PDF file to communicate to the Internet in order to unlock the PDF file.  In most environments, this is usually quite simple and the User must simply click “Ok” or “Allow” on all communication prompts that pop up in their Adobe program, but in more strict IT environments, they may run into a proxy server or firewall issue, in which case, they or their IT department needs to provide this access.  More information about this can be found in this article: https://support.vitrium.com/hc/en-us/articles/201655944-Proxy-Firewall-Error