Troubleshooting the Seclore Application

Ensure Seclore is installed

Issue

You are presented with the following message when you open a document:

This is a protected document and requires a plug-in to view it

Cause

1. The Seclore plugin has not been installed OR
2. Files are not being associated with Seclore properly OR
3. The file is being opened in a browser instead of the native application (Adobe Acrobat, Excel, or Word)

Solution

1. Search for Seclore in your list of installed programs on your computer (Control Panel > Programs > Programs and Features). 
2. If it does not appear
   Install the Seclore Plugin from this page.
   If it does appear
   Continue to Repair file association below. 
3. Ensure that you are opening the file with the correct application and not the browser
   1. To do this is in Windows, right-click the file and choose Open with the red lock icon:

Ensure the latest version of Seclore is installed

Issue

You receive a notification prompt:

Seclore Upgrade Client
Seclore :Please log off and log in to apply updates.

Cause

There is a new Seclore update available.

Solution

You have the option to sign out / sign in to your Windows or Mac account or reboot your machine. Once complete, the app will be updated to a newer version. Sometimes, you may be asked to log off/login more than once, depending on how outdated your app version is.

You can also go to the system tray icon and choose > Check for updates to force an update right away.

Note: After signing out/signing in or rebooting your computer, the app may take up to 5 minutes to update. Wait for the Seclore red lock icon to appear in the system tray before checking the version again. 

Repair file association

Issue

The Seclore plug-in has been successfully installed, but protected documents are opening with the message:

This is a protected document and requires a plug in to view it.

Cause

Protected files are not being associated with the Seclore application.

Solution

Follow these steps to repair the installation of Seclore on a Windows PC:

1. Close all Adobe and Microsoft Office applications
2. Click on the Seclore icon in your computer's system tray (the system tray is in the bottom right-hand corner of your display)
3. Click Repair Installation
4. Try opening the protected document again

Note: If this does not resolve the issue, you can right click the document on your computer and click the function to force the document to open in Seclore.

The install Wizard was interrupted before Seclore could be completely installed

Issue

During the installation, you receive a message that Seclore could not be completely installed:

Cause

An older version of Seclore or FileSecure Lite (our legacy DRM application) was already installed.

Solution

Follow the Windows or Mac OS steps below to uninstall FileSecure Lite (Legacy DRM App).

Windows:

1. Close any open Microsoft Office applications
2. In the Start menu search bar, search for the setting Apps & Features and open it
3. Search for the app FileSecure Lite
   
   
   
4. Click Uninstall and wait for it to complete
5. You are now ready to install the new app 

Mac:

1. Use the Finder to search for FSLiteUninstaller
2. Run the Uninstaller and wait for it to complete 
3. You are now ready to install the new app 

"Unable to connect to Policy Server" error message

Issue

When opening a protected document, you are presented with the following message:

Unable to connect to Policy Server

Cause

The Seclore plug-in is not able to communicate with the Firmex servers.

Solution

Ensure that you are connected to the internet. If your internet connection is functioning properly, please give the following firewall details to your IT Administrator:

All Firmex applications should be open on ports 80 (http) and 443 (https). Please ensure that any restrictions to *firmex.com are removed from your firewall. Specifically, the site http://drm.firmex.com, and https://(clientname).firmex.com should be allowed through the firewall or proxy.

Once firewall access has been given, try opening the document again.

If you are still experiencing issues, please contact Firmex Support.