While we aim to make Virtru’s Secure Reader as easy to use as possible, we understand that users may still occasionally encounter errors when trying to securely download attachments. There are two likely reasons why you may be encountering an error:
- Your organization’s firewall is blocking the content - Virtru stores encrypted attachment contents at encrypted-storage.virtru.com, so if this is URL is blocked by your organization's firewall, you may not be able to retrieve your files. To resolve this issue, share this list of Virtru endpoints with your IT administrator for whitelisting.
- The PDF you’re viewing is watermarked - If you are viewing a PDF using the Secure Reader but don’t see an option to download the document, the sender likely enabled PDF Watermarking. This feature is intended to prevent the recipient from downloading the PDF attachment.
If your situation does not match either of these scenarios, please contact our support team for speedy assistance.