This article is created to compile the lists of all possible error messages that your User might experience. It gives a brief explanation of how each issue occurs and the possible solutions on how to troubleshoot them respectively.

For full troubleshooting assistance, visit the "Supporting Your End-User" section under the Manuals list. You can also watch "Overview of Vitrium’s Common Error Messages and What to Do" video.

Error	What Is It?	Quick Fix
2p3	Inactive Document – the User is trying to unlock a file that has been deactivated in Vitrium. It will show an ‘X’ beside the File in the Content tab.	If you wish to re-activate this File, go to the Content tab in Vitrium and click the ‘X’ so a checkmark instead.
3yq	Account Not Found – the User does not exist in Vitrium or an invalid username was entered.	Check in Vitrium to see if this User exists. If they do, ensure they are using the correct Username. If they do not exist, grant access as required.
4k3	Group not assigned permission to content and User’s DRM Policy is not set – You do not have the correct permissions to access this contact.	The user has no permissions; the group has permission; the user Is linked to the content; but the group is not linked to the content. You need to assign the Group permission to the document, not the User, if the intent is to allow the Group with the DRM policy to have access to the content.
7rp	Forced Password Reset – "Your password must be changed before you can proceed" is what the user will see. A Vitrium administrator has initiated a forced password change on this user.	The User will need to log out and then will be presented with the password change prompt at the next login. User must change their password in order to proceed.
7ud	Your account has been blocked due to login attempts exceeded - The user has failed to enter the correct password X number of times, where X is the number set in Vitrium Settings - Security Settings tab under "Lock out user after X failed login attempts"	The user will be automatically re-activated after 15 minutes. To reactivate the user manually, please go to the Users tab and set the user from inactive to active.
bw5	Incorrect Credentials – the User has mistyped their password or other login credentials.	Make sure the User is entering the correct password (no typos or extra spaces are used) and check that the ‘Caps Lock’ key is off.
dovc3	Exceeded Open Limit – the User has exceeded the number of times they are allowed to open a particular file as established in the DRM policy.	If you are okay with the person accessing the content again, you can do one of two things: (1) Clear that person’s use. Go to the Users tab and click the ‘Clear Use’ icon beside the User in question, then click Document Use and clear it for the specific file in question. (2) Change the DRM policy but be aware that this will change it for all the Users or Groups to which this DRM policy applies to.
dpvc3	Exceeded Print Limit – the User has exceeded the number of times they are allowed to initiate a print event for a particular file as established in the DRM policy.	If you’re okay with the user printing the content again, you have two options: (1) Clear that user’s use. Go to the Users tab and click the ‘Clear Use’ icon beside the User in question, then click Print Use and clear it for the specific file in question. (2) Change the DRM policy but be aware that this will change it for all the Users or Groups to which this DRM policy applies to.
dvc3	Exceeded Content Limit – if the Library or Account Limit in the DRM Policy Setting is not set or is restrictively defined, then this error message will appear.	If you’re okay with the user accessing this (and perhaps more content), you have three options: (1) Clear that user’s use. Go to the Users tab and click the ‘Clear Use’ icon beside the User in question, then click Document Use and clear a document other than the specific file in question to allow this one to open. (2) Change the DRM policy but be aware that this will change it for all the Users or Groups to which this DRM policy applies to. (3) Change this single user’s DRM policy to grant a larger value or set it to unlimited.
g45	User not found – occurs when the User does not exist or has been deleted.	If you want this person to access your account, add them as a new User in the Users section of Vitrium, or in your 3rd party system.
ipvc3	IP Address Not Covered – the User has exceeded the IP address limit you have set in the DRM policy, or they’re accessing the file outside of the whitelisted IP addresses.	Instruct the User to access the content within the specific IP address you defined. If you’re okay with the user accessing the content from this additional IP address, you can do one of two things: (1) Clear that user’s IP address use. Go to the Users tab and click the ‘Clear Use’ icon beside the User in question, then click IP Address Use and clear it. (2) Change the DRM policy but be aware that this will change it for all the Users or Groups to which this DRM policy applies to.
m47	Inactive Account – the User has been de-activated in Vitrium. It will show an ‘X’ beside this User in the Active column in the Users tab.	If you wish to re-activate this User, go to the Users tab in Vitrium and click the ‘X’ so a checkmark instead.
n4p	No DRM policy has been set for this content	You have not assigned a DRM policy and will need to assign one at either the File level, User level, Group level, or Folder level.
qe2	Access Expired (expiry date) – the date has expired as established in the DRM policy.	Check the “Expiry Date” field in the DRM policy used for that User. You can extend the date but be aware that this will extend it for all Users or Groups assigned with that DRM policy.
qs2	No Access yet – the User will have access to this content in the future based on the Start Date of the DRM policy.	Check to make sure the DRM Policy Start Date is correct. If so, advise the User to wait until the assigned date before attempting to access the content. If a change is required, go to the Settings tab, click on DRM Policy Setting, change the Start Date. Note that the Start Date could also be on the User's account or a Group.
rc7	Country Not Permitted The User is trying to access content from a country that is not permitted by the DRM setting	This means Vitrium’s DRM is working and you should advise the User that they are attempting to access the content from a country that isn’t permitted. If you wish to reinstate access for that country, you can update the appropriate DRM policy in Vitrium or in your code if you have Vitrium integrated with a 3rd party system.
rc8	Restricted Country The User is trying to access content from a country that is being blocked by the DRM setting	This means Vitrium’s DRM is working and you should advise the User that they are attempting to access the content from a country that has been blocked. If you wish to reinstate access for that country, you can update the appropriate DRM policy in Vitrium or in your code if you have Vitrium integrated with a 3rd party system.
rc9	Unexpected Error – This can occur when a document incurs an error such as a server time out.	Contact Vitrium support or your IT department if your company is hosting the software.
rqe2	Access Expired (expiry after first unlock) – the number of days has passed after the User’s first unlock session as established in the DRM policy.	Check the “Expiry After First Unlock” field in the DRM policy used for that User. You can extend the # of days but be aware that this will extend it for all Users or Groups assigned with that DRM policy.
vc3	Exceeded PDF or Browser Limit – the User has exceeded the limit you have set in the DRM policy.	If you don’t suspect fraud or unauthorized sharing, do one of two things: (1) Clear the user’s use. Go to the Users tab and click the ‘Clear Use’ icon beside the User in question. (2) Change the DRM policy but be aware that this will change it for all the Users or Groups to which this DRM policy applies to.
w29	No Permission – the User does not have permission to the file (or it’s not set up correctly in Vitrium or your 3rd party application).	Check to make sure the User has permission to access the file. Go to the Content tab, click the Permissions icon beside the file in question.

If there is an error code that doesn’t appear on this document, please notify the Vitrium team at support@vitrium.com