As a customer of Vitrium, your organization is responsible for providing direct support to the people viewing your secured content – in Vitrium terms, these are the “Users”, “End Users” or “Readers”.  The majority of end user issues will be related to incorrect username and/or password combinations, not opening the file with the correct program (i.e. the protected PDF file needs to be opened in Adobe), reaching their limit (i.e. in which case you could clear their use or reset their DRM policy limit), the file has expired or has been de-activated, or the user itself has been de-activated.  You should be able to handle about 99% of these issues if you have received training from Vitrium, read through this entire document, and have tested the program thoroughly.  If, however, you have exhausted all efforts to support the user, then you may request assistance from Vitrium by sending an email to support@vitrium.com or by submitting a ticket through the Help tab in your Vitrium account.

Troubleshooting Tips

Most support calls should be quite straightforward and you may be able to assist them by sending a quick email or answering on the phone without seeing the person’s screen.  However, in cases where it’s not that easy, here are some tips to gather more information.

We recommend trying to schedule a phone call or screen share meeting (and record it if possible) so the user can ‘show’ you the issue on their screen. If that is not possible, ask the user to send you as much detail about their issue as possible and include screenshots.

Try to gather at least these 5 details:

1. What’s the name of the file in question?
2. What error message are they seeing or what’s the issue they’re facing? – screenshots will help here!
3. What version of the protected file are they trying to view – the PDF version or web version?
4. What application or browser are they using?
5. What operating system are they using?

Understanding the Differences between the Protected PDF and Secure Web Link

Vitrium Security offers two types of secure file outputs:

1. Secured web link – this requires a web browser to open on any device (desktop, tablet, or mobile)
2. Protected PDF file – this requires Adobe Reader or Acrobat to open on a PC or Mac (desktop only)

ALWAYS ASK WHICH VERSION THE USER IS HAVING TROUBLE WITH. This will be very important because there are some differences in resolving the issue between these two formats. For example, the most common issue that a User has with opening the protected PDF file is they do not use Adobe Reader or Acrobat to open the file – they will often try to open it in their web browser’s built-in PDF viewer or Mac Preview if they’re using a Mac computer.

Sample of a typical issue: the user cannot open the file

Is the User trying to open the PDF version or web version?

Escalating Issues to the Vitrium Support Team

If you encounter an issue that still cannot be resolved after exhausting all avenues or the issue has become critical to your organization, you may then escalate the issue to the Vitrium support team:

Send an email to support@vitrium.com

- OR -

Submit a ticket from within the Help tab of your Vitrium Security account

The Vitrium team will need the following information:

• As much detail of the issue as you can find out including what steps the user took
• The username and/or filename that the issue relates to
• Any relevant screenshots
• The user’s contact info if you approve of Vitrium contacting the person directly (this can help in some cases but is not always required)
• If the issue relates to the protected PDF file, find out which version of Adobe Reader the person has.
• If the issue relates to the secured web link, find out which web browser the person is using
• If the issue relates to the content not being viewed properly, send both the protected version and the original version of the content