Error codes are not necessarily a bad thing. In fact, they can be a good thing especially if a file was shared with an unauthorized user and that person receives an error that they’ve reached their PDF or browser limit, or their IP address is not licensed for access, or for any number of reasons. That means the Vitrium Security DRM is working. Every DRM policy field will have an associated error message. We strongly advise you to be aware of what DRM policies have been set for different users and groups to determine whether you need to take any action at all regarding the error message someone has received. Other errors could be related to usernames or passwords not being entered correctly, users not having permission to a document, inactive user, and more.

Below are all the error codes in the Vitrium system with screenshots of the web error message and Adobe error message, a description of the error, and a resolution if one is required.

 

Error Code w29: You don’t have Permission to view this content

This error occurs when the User is not assigned permission to the content.  If you DO want this user to have access to this content, go to the file in the Content tab, click Permissions and make sure you assign this user to this file.

 

Error Code bw5: Your credentials appear to be incorrect

This error occurs when the User mistypes or improperly enters their login credentials. The password is often case-sensitive and a simple typo will prevent that User from accessing their content. Ask the User to try entering their credentials again watching out for capitalizations, special characters and making sure there are no spaces at the end.

  

Error Code 4ap: Your credentials weren’t provided

This error occurs when the ‘login’ button is hit without having entered any characters in the Username and password field. You need to instruct the User to try entering their username and password again.

 

Error Code 3yq: Your account could not be found

This error occurs when a User does not actually exist in Vitrium or they have entered the wrong username. In Vitrium, go to the Users tab to verify whether the User is in fact in the system. If they are, inform the person which username to use. If they are not in the system, add them as a new User and assign them permission to the content in question.

 

Error Code m47: Your account has been deactivated

This error occurs when a User has been deactivated which shows as an ‘X’ in Vitrium. If you wish to allow this User access again, in Vitrium, go to the Users tab, find the User in question and click the “X” to re-activate the User. An active User will show a checkmark symbol

 

Error Code vc3: You have exceeded your PDF or browser limit

This error occurs when the User has reached their PDF or browser limit. You should determine whether the user has reached their limit because of fraud or misuse such as sharing the file with unauthorized users. This is often a key element in your DRM policy:

 

 

CHECK FOR FRAUD OR MISUSE FIRST

1. Find the User in question in Vitrium in the Users tab.
2. Click the Report button beside that User  which will bring you to the User Activity Log.
3. Look under the IP Address column – do you see attempts from different IP addresses in a short amount of time? If so, this might indicate the user has shared this file with external people outside their organization and could indicate fraud or misuse, but not always if they’re trying to access from their smartphone after leaving the office.
4. Look under the Tracking ID column – do you see attempts from different IDs in a short amount of time? If so, this might indicate the user has shared this file with other individuals, but not always if they’re trying to access from different devices of their own.

  IF FRAUD OR MISUSE IS SUSPECTED

You will need to determine how best to approach this. You could leave things as is and not allow the individual to access your content, or you can take more drastic measures and report the individual to a local reporting bureau in your country, state or district.

 

IF FRAUD OR MISUSE IS NOT SUSPECTED

If you DO NOT suspect fraud or misuse, then you can clear the User’s usage by finding the User in question in Vitrium in the Users tab, then clicking the “Clear Use” button beside that Username  then click Clear All and instruct the User to try again.

 Alternatively, you might want to consider increasing the PDF and browser limit in your DRM policy if you feel you’re getting a lot of support calls related to this.

 

Error Code ipvc3: The IP address you are using to access this content is not covered by the license.

This error occurs when the User tries to access content from an IP address that has not been allowed access or if it’s passed a certain limit. This is defined in the DRM policy:

You will need to decide if you wish to allow that User access or leave it alone since the DRM system is doing its job properly. If you wish to allow the user to access the content you can either clear his use or add its IP address to the Ignored IP Addresses box or increase the IP Address limit.

 

Error Code 2p3: This content has been deactivated in the system

This error occurs if the content has been set to ‘inactive’ in Vitrium Security. You can either choose to make it active again by going to the Content tab and clicking the ‘X’ under the Active column, OR if you prefer to keep it inactive, then instruct the User that it’s no longer an active content.

 

Error Code dovc3: You have exceeded the open limit for this content

This error occurs when the User has exceeded the maximum number of times to open a content. This is defined in the DRM Policy:

You will need to decide if you wish to allow that User access or leave it alone since the DRM system is doing its job properly. If you wish allow your user access the content, you can either clear his use or increase the limit in DRM Settings if you feel you’re getting a lot of support calls related to this.

 

Error Code dvc3: You have exceeded the number of files you have been granted access to

This error occurs when the User has exceeded the maximum number of files they were granted access to, as defined in the “Library or Account Limit” in the DRM policy:

 

In the example shown above, the User only has a limit to access 1 file but if they received 2 files, then they would receive this error message after trying to log into the 2^nd file. You will need to decide if you wish to allow that User access (by clearing their use) or leave it alone since the DRM system is doing its job properly. Alternatively, you could increase the limit in the DRM policy if your organization decided to provide access to more files or content.

 

Error Code qe2: Your access to this content has expired

This error occurs when the User is trying to unlock a file that has expired (gone past its expiry date). This is defined in the DRM Policy:

You have to decide if you wish to allow that User access (by extending the expiry date or reassigning a new DRM policy) or leave it alone since the DRM system is doing its job properly.  

 

Error Code rqe2: Your access to this content has expired

This error occurs when the User has exceeded the number of days for which they were granted access to after their first unlock. This is defined in the DRM Policy:

 You have to decide if you wish to allow that User access (by clearing their use or increasing the number of days to which they have access in the DRM policy) or leave it alone since the DRM system is doing its job properly.  

Error Code dpvc3: You have exceeded the number of times you can print this content

This error occurs when the User has exceeded the number of times they were allowed to print a document. This is defined in the DRM Policy:

You have to decide if you wish to allow that User to print more copies (by clearing their use or increasing the number of days to which they have access in the DRM policy) or leave it alone since the DRM system is doing its job properly.

 

Error Code nv8: This is a new version of this content available

This error occurs when a content is in the process of getting replaced with a newer version while the User is trying to access the content. So you need to send them the latest version of PDF and for web link they need to hit ‘Open new version’.

 

Error Code n4p: No DRM Policy has been set for this content

This error occurs when no DRM policy has been set anywhere. You have not assigned a DRM policy and will need to assign one at the File level, User level, Group level, or Folder level.

You need to assign the Group permission to the document, not the User, if the Group has the DRM policy applied to it.

 

Error Code 4k3: You do not have the correct permissions to access this content

This error occurs when a user who belongs to a group has been assigned to a content but no DRM Policy is set (content level) and well as all fields at the User’s DRM Policy (User level) which are ‘not set’. Although the group has a DRM Policy, it is not assigned permission to that content.

You need to assign the Group permission to the content, not the User, if the Group has the DRM policy applied to it.