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"Error Sending" or "Unknown Error" in Gmail

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About

Occasionally, some users may experience an "Error Sending" or "Unknown Error" after hitting Send in Gmail. There are a few scenarios that may cause this error.  If you've encountered the error below or an "Unknown Error", we recommend following the troubleshooting steps outlined below. 

Unknown error in gmail

 

Troubleshooting Steps

There are a few scenarios that can lead to Virtru causing an error upon your hitting Send. If you have experienced the error, please try and check the following items:

1) Refresh your Page and Ensure Virtru is Activated

If your Virtru AppID - your unique identifier associated with you and your Virtru extension - has expired or been invalidated, you won't be able to send or read a secure email. You may also encounter issues sending unencrypted emails.

To resolve the problem, you simply need to refresh your page and re-activate Virtru. 

  1. First, refresh your page and attempt to send again.
  2. If that does not resolve the issue, you will need to try reactivating Virtru. For reactivation instructions, go to Installing and activating the Virtru email extension > Click on the Virtru product you are using > Go to the Reactivation section and follow the instructions. 

2) Check Third-party Extensions

Occasionally, a third-party extension might get in the way of Virtru and cause errors. This is most likely to happen if you have another extension that adds extra functionality to the Gmail Compose window. This is because it is likely interfering with Virtru's ability to scan and protect the outgoing message. 

To resolve the problem:

1. Go to chrome://extensions/ > temporarily disable any such extensions.

2. Go back to Gmail > Refresh your page > Attempt to send again.

Please Note: Virtru cannot guarantee compatibility with third-party extensions. 

3) Check Firewall Settings

If you're running a firewall or other network security tool, it could be blocking Virtru's access and causing problems. This is most likely to happen with business emails.

To resolve the issue, you'll need to have your IT admin whitelist these URLs before you'll be able to send or decrypt secure email.  Once your IT admin has confirmed the URLs are whitelisted, you can refresh your Gmail and try sending again.

4) Contact Support 

If you continue to experience errors, please contact Support. When reaching out, the following details will help resolve the issue as quickly as possible:

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