[PDF] How to Support Your End Users - HubSpot PDF vitrium-how-to-support-end-users-guide.pdf

User Receives JavaScript Warning to Disable the Global Object Security Policy in Adobe Vitrium's protected PDF files were designed to work exclusively with

Many HKCU settings have an HKLM mirror so that IT can disable, lock, and control permissions in a way that prevents end user changes Additional resources

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How do I enable or disable enhanced security via the user interface? 1 Navigate to the preferences panel The method to do so varies by product and platform 2

[PDF] Protect your PDF file and restrict others from editing your - Adobe

Open the Protection panel 2 Click Encrypt, and select Encrypt With Password Confirm that you want to change the security of the document 3

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METHOD 1 (i) Select 'Preferences' from the 'Edit' menu: Page 2 Page 2 of 8 The following screen will appear (or a similar one, depending on your version of Adobe Reader): (ii) Uncheck the box (remove the tick) for the option 'Enable Enhanced Security' and click the 'OK' button

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Under the Privacy and security, click on Content Settings 5 Find PDF Disable AdobePDFViewer plug-in to use the default Safari PDF viewer 3 Set Safari

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Open your Adobe reader and select Edit>Preferences need to change can be accessed in the 'Security' category – as detailed in the second set of

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[PDF] How to Support Your End Users - HubSpot

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At the top right in Acrobat, click the Tools pane Open the Protection panel 2 Click Restrict Editing Confirm that you want to change the document security 3

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How to Support Your End Users

Version 10.7

Updated: August 2022

2 2

Supporting Your End Users ........................................................................................................... 3

Troubleshooting Tips ............................................................................................................................................ 3

Understanding the Differences Between the Protected PDF and Secure Web Link .................................................. 3

Escalating Issues to the Vitrium Support Team ....................................................................................................... 5

Resolving Common Issues ............................................................................................................ 5

User Opens the Protected PDF File in a Web Browser ............................................................................................ 5

User Receives JavaScript Warning to Disable the Global Object Security Policy ....................................................... 6

User Cannot Login to a Protected PDF File ............................................................................................................. 9

User Cannot Print the File ................................................................................................................................... 10

User Has Encountered a Proxy Server or Firewall Issue ........................................................................................ 12

Understanding Error Codes ........................................................................................................ 14

Error Code bw5: Your credentials appear to be incorrect ..................................................................................... 15

Error Code 3yq: Your account could not be found ................................................................................................ 15

Error Code m47: Your account is inactive ............................................................................................................. 16

Error Code vc3: You have exceeded your PDF or browser limit ............................................................................. 16

Error Code ipvc3: Your current IP address does not appear to be covered by the license ....................................... 17

Error Code 2p3: This document does not seem to be active .................................................................................. 18

Error Code dovc3: This document has exceeded the open limit ............................................................................ 18

Error Code dvc3: This document has exceeded the device limit ............................................................................ 18

Error Code qe2: Your access to this document has expired ................................................................................... 19

Error Code rqe2: Your access to this document has expired .................................................................................. 19

Error Code dpvc3: You do not currently have permission to print another copy of this document. ........................ 20

Error Code gf4: DocCode mismatch ..................................................................................................................... 20

Error Code rc9: An unexpected error occurred ..................................................................................................... 20

Error Code nv8: This is a new version of this document available ......................................................................... 20

Documents to Provide Your Users .............................................................................................. 20

Instructions to Provide Users to Open their First Vitrium Protected PDF File (for Windows users) ......................... 21

Instructions to Provide Users to Open their First Vitrium Protected PDF File (for Mac users) ................................. 23

3 3

Supporting Your End Users

As a customer of Vitrium, your organization is responsible for providing direct support to the people

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 or PDF-

Xchange), 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

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

about their issue as possible and include screenshots.

Try to gather at least these 5 details:

3. What version of the protected file are they trying to view ʹ 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. Protected PDF file ʹ this requires Adobe Reader or Acrobat or PDF-Xchange to open on a PC (PDF-

Xchange is PC only) or Mac (desktop only)

2. Secured web link ʹ this requires a web browser to open on any device (desktop, tablet, or mobile)

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 4 4 Sample of a typical issue: the user cannot open the file Is the User trying to open the PDF version or web version?

PDF version

(.pdf showing as the extension)

Web version

(URL starts with https://view.protectedpdf.com)

Is the User opening the file with Adobe Reader or

Acrobat or PDF-Xchange on a desktop?

NO ʹ ask the User to open the file with Adobe

Reader or PDF-Xchange (windows only) (in 90% of

these cases, this will solve the problem!). The protected PDF file will not open in Mac Preview, Reader installed, they can download it for free at https://get.adobe.com/reader . If they want to download PDF-Xchange, they can download the free version at xchange-viewer

YES ʹ refer to the next question

Is the User connected to the Internet?

NO ʹ the User will need to be connected to the

Internet to unlock their content the first time

YES ʹ refer to next question

Does the User see an error message?

YES ʹ find out which error message and refer to how to resolve their issue

Is the User connected to the Internet?

NO ʹ the User will need to be connected to the

Internet to unlock their content the first time;

they can view the content offline the next time (assuming that Offline Access has been enabled for them in the DRM Policy)

YES ʹ refer to next question

Does the User see an error message?

YES ʹ find out which error message and refer to on how to resolve their issue 5 5

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

some cases but is not always required) If the issue relates to the protected PDF file, find out which version of Adobe Reader or

PDF=Xchange 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

Resolving Common Issues

User Opens the Protected PDF File in a Web Browser Vitrium Security offers two types of secure file outputs:

3. Protected PDF file which requires Adobe Reader or Acrobat or PDF-Xchange (windows only) to open

on a PC or Mac (desktop only)

4. Secured web link which requires a web browser to open on any device (desktop, tablet, or mobile)

One of the most common issues that a user will make will be to try and open the protected PDF file within

How to Resolve the Issue

If this scenario occurs, the user has two choices:

1. Open the file with Adobe Reader or Acrobat or PDF-Xchange. The user can probably find this

select Open With, then select Adobe Reader or Acrobat or PDF-Xchange. If they do not have Adobe Reader on their machine, they can download it for free at https://get.adobe.com/reader/ . If they want to download PDF-Xchange, they can download the free version at https://www.tracker- software.com/product/pdf-xchange-viewer 6 6

2. Click on the hyperlink that shows on the login page to view the web version of the content ʹ this

may be the only choice if the user is trying to access the content from their tablet or mobile device.

User Receives JavaScript Warning to Disable the Global Object Security Policy in Adobe

Xchange without requiring the User to download any plug-ins or extra software. However, the User does

ISSUE:

This scenario (and the login form) will

not work when a user tries to open

RESOLUTION:

The User can try one of two things:

1. Open the PDF file with Adobe

Reader or Acrobat

2. Click here to open the web

version of the document. 7 7

track the cookies (or Tracking ID) from the User. This is a key element if you have a PDF /computer limit set

in your DRM policy. Note: This only applies if the Acrobat Cookies in the Content Settings are set to PromptAndCloseDocument (default setting) or PromptOnly. Instructions for the User to Disable the Global Object Security Policy

For Windows Users:

1. Open Adobe Reader

2. From the top menu bar, select Edit > Preferences

3. Under Categories, select the JavaScript section

4. Uncheck or de-select the "Enable global object security policy" option

5. Click OK, then re-open the protected PDF file and log in

For PDF-Xchange:

1. Open PDF-Xchange

2. From the top menu bar, select File > Preferences

3. Under Categories, select the JavaScript section

4. Uncheck or de-select the "Enable global object security policy" option

Check

Uncheck

8 8

For Mac Users:

1. Open Adobe Reader

2. From the top menu bar, select Adobe Reader > Preferences

3. Under Categories, select JavaScript

5. Click OK, then re-open the protected PDF file and log in

Uncheck

Check 9 9

User Cannot Login to a Protected PDF File

If nothing happens when the user tries to login to a protected PDF file, it could be a number of things

Reader or PDF-Xchange). They can try one of two things:

1. Click on the web viewer link that appears on the login page:

o If there is no link showing, get the web viewer link from your Vitrium account and send the link to them o If you wish to update your PDF login form to show the web viewer link for these scenarios, email the Vitrium support team at support@vitrium.com

2. Open the file with Adobe Reader or PDF-Xchange instead ʹ instruct the user to find the PDF (often in

Reader or PDF-Xchange

http://get.adobe.com/reader/ o If they want to download PDF-Xchange, they can download the free version at o If the User is not allowed to download software on their computer (due to an IT policy), send the user the web viewer link instead ʹ if the user is concerned about not being able to access viewer which provides offline access Instruct the user to enable JavaScript by following these steps: In Adobe, from the top menu bar, select Edit > Preferences

On the left-hand sidebar, select JavaScript

For PDF-Xchange, select Preferences can be found by selecting File from the menu bar user to follow these steps: Use Adobe Reader to open the file as the protected PDF files will not work with Mac Preview Use the desktop version of Adobe Reader or PDF-Xchange as the protected PDF files will not work on these other Adobe versions download a free version from here: http://get.adobe.com/reader/ 10 10 If they want to download PDF-Xchange, they can download the free version at

User Cannot Print the File

The first thing to check is whether printing is allowed for this file? You can check this in your Vitrium

If YES ʹ refer to the next question

If NO ʹ check with the person responsible for adding this content ʹ if printing is not allowed then you

mistake and should be set to yes, then ask the person responsible to change the Content Settings to one that allows printing

Xchange) or the web version (from a web browser)?

Assistance for Printing the PDF Version

Is the user able to print but seeing black printed pages?

If NO ʹ refer to the next question

(support@vitrium.com) and including the following: A copy of the protected PDF file along with a set of test credentials that the Vitrium team can use 11 11

Assistance for Printing the Web Version

Is the user trying to print from a Mac?

Headers and Page Footers are set to --blank-- then they can print the document Is the user trying to print from Internet Explorer (IE)? If YES ʹ the user will need to change their print settings; instruct them to do the following:

1. On the top-right hand corner of IT, click on icon (or press Alt + x on keyboard)

3. Ensure that all the Headers and Footers are set to -Empty- and click OK

12 12

Is the user trying to print from a mobile device?

If YES ʹ ask them to print using the Google Chrome browser; they can download the Chrome app for free

from App store (iPad/iPhone users) or Play store (Android users) Is only 1 page or a limited number of pages printing at a time?

If YES ʹ this occurs if the content has different page sizes or layouts (portrait + landscape, letter + legal,

button and the rest of the pages should print out. Alternatively, you could also inspect the original

same size. to the Vitrium support team. User Has Encountered a Proxy Server or Firewall Issue All Vitrium protected files (the PDF version and web version) require communication to a server to

authenticate and authorize a user to gain access to protected content. This is also how the DRM policies (or

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[PDF] [PDF] How to Support Your End Users - HubSpot

How to Support Your End Users

Version 10.7

Updated: August 2022

Table of Contents

Supporting Your End Users

Troubleshooting Tips

Try to gather at least these 5 details:

3. What version of the protected file are they trying to view ʹ the PDF version or web version?

4. What application or browser are they using?

5. What operating system are they using?

1. Protected PDF file ʹ this requires Adobe Reader or Acrobat or PDF-Xchange to open on a PC (PDF-

Xchange is PC only) or Mac (desktop only)

2. Secured web link ʹ this requires a web browser to open on any device (desktop, tablet, or mobile)

PDF version

Web version

Is the User opening the file with Adobe Reader or

Acrobat or PDF-Xchange on a desktop?

NO ʹ ask the User to open the file with Adobe

Reader or PDF-Xchange (windows only) (in 90% of

YES ʹ refer to the next question

Is the User connected to the Internet?

NO ʹ the User will need to be connected to the

Internet to unlock their content the first time

YES ʹ refer to next question

Does the User see an error message?

Is the User connected to the Internet?

NO ʹ the User will need to be connected to the

Internet to unlock their content the first time;

YES ʹ refer to next question

Does the User see an error message?

Escalating Issues to the Vitrium Support Team

Send an email to support@vitrium.com

Any relevant screenshots

PDF=Xchange the person has

Resolving Common Issues

3. Protected PDF file which requires Adobe Reader or Acrobat or PDF-Xchange (windows only) to open

4. Secured web link which requires a web browser to open on any device (desktop, tablet, or mobile)

How to Resolve the Issue

1. Open the file with Adobe Reader or Acrobat or PDF-Xchange. The user can probably find this

2. Click on the hyperlink that shows on the login page to view the web version of the content ʹ this

ISSUE:

This scenario (and the login form) will

RESOLUTION:

The User can try one of two things:

1. Open the PDF file with Adobe

Reader or Acrobat

2. Click here to open the web

For Windows Users:

1. Open Adobe Reader

2. From the top menu bar, select Edit > Preferences

3. Under Categories, select the JavaScript section

4. Uncheck or de-select the "Enable global object security policy" option

5. Click OK, then re-open the protected PDF file and log in

For PDF-Xchange:

1. Open PDF-Xchange

2. From the top menu bar, select File > Preferences

3. Under Categories, select the JavaScript section

4. Uncheck or de-select the "Enable global object security policy" option

Uncheck

For Mac Users:

1. Open Adobe Reader

2. From the top menu bar, select Adobe Reader > Preferences

3. Under Categories, select JavaScript

5. Click OK, then re-open the protected PDF file and log in

Uncheck

User Cannot Login to a Protected PDF File

1. Click on the web viewer link that appears on the login page:

2. Open the file with Adobe Reader or PDF-Xchange instead ʹ instruct the user to find the PDF (often in

Reader or PDF-Xchange

On the left-hand sidebar, select JavaScript

User Cannot Print the File

If YES ʹ refer to the next question

Xchange) or the web version (from a web browser)?

Assistance for Printing the PDF Version

If NO ʹ refer to the next question

Assistance for Printing the Web Version

Is the user trying to print from a Mac?

1. On the top-right hand corner of IT, click on icon (or press Alt + x on keyboard)

3. Ensure that all the Headers and Footers are set to -Empty- and click OK