Firmex VDR Support

Viewing Documents

• Installing the Seclore Application
• Watermark cannot be applied error
• Legacy Excel Files in the Firmex Viewer
• Save is Disabled and Document Cannot be Opened in the Viewer
• "This folder does not contain any documents"
• I see an error when trying to view or redact a PDF file

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Logging in and invitation emails

• Where is the Firmex login page?
• Firmex Login - No active sites found
• I am being directed to an expired password link
• I haven’t received my invitation email
• I can’t log in and need to reset a password
• "This site can't be reached" error message

Downloading documents

• Download Troubleshooting
• Requesting a USB or Hard Drive Archive
• I don’t see a download button
• I can't download more than one document at a time
• Downloads with multiple parts (.z01 and .z02 files)
• How to enable bulk download (for Administrators)

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Uploading documents

• How do I recover deleted documents?
• Virus detection on documents
• I don’t see an upload button
• Upload and Download Recommendations
• My upload is not appearing

Users & invitations

• I need to unarchive or restore a user
• I am an Administrator but I cannot update a user’s email address
• I can’t add a user or group
• (Groups) I can't set permissions when adding users
• I can’t remove a user
• Cannot add, move, or re-activate a user due to conflict in project and content roles

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Firmex VDR for iOS

• Unable to view protected document

Q&A

• I can’t see all the questions or answers
• How do I attach a document to my Q&A answer?

Misc.

• I’m not receiving new document emails
• Downloading New Seclore Documents
• Bounce-back Email Notifications
• Amazon Web Services Migration - Spring 2023
• Browser support - Internet Explorer 11
• I see the message “Legacy file types may not support Firmex Document Protection”

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