About

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 view or download attachments. There are several different error messages you may encounter depending on your user flow. This article will walk you through how to troubleshoot the various errors that may occur.

Troubleshooting

Unable to view an attachment

Although the Secure Reader is able to display various common file types, there are email formats that are not supported in the Secure Reader viewer. When an unpreviewable secure attachment is included in a secure message, Secure Reader users will only see the option to Download the file. After that, an unencrypted copy will be available for viewing on a compatible program.

If a Virtru plugin user clicks View for an unsupported file type, they will receive a prompt indicating that the file cannot be viewed in the Secure Reader and to Download the file.  

Unable to download an attachment 

When a Virtru user sends a secure email, they can implement additional security controls to protect the message and any attachments. If a user applies Watermarking to attached files, the recipients will only be able to View the file and will not receive an option to Download.

Virtru users can also apply Persistent Protection to applicable files. This will only allow recipients to download an encrypted version (.tdf) of the file which can only be viewed in the Secure Reader.

If your situation does not match either of these scenarios and you are still having trouble, please contact our support team for additional assistance.