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Why do I not see anything when I open an encrypted file?

Modified on: 2019-11-08 11:57:48 +0000

If you do not receive a password dialog box when opening the file. See this article here.

Issue

You are prompted for a password and successfully authenticate. The application opens, however no content is displayed. You may also receive an error stating that the file is not recognized or can not be opened.

Cause

The application that you are using to open the MediaSeal protected file does not support or does not have installed the required codecs to access the content.

Part of the application process that is currently in use is not an approved MediaSeal application or process. This may be an add-on or another component within the application.

Resolution

Install the required codecs

Please submit a new request and include the application name, application vendor, the version and process executable name.

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Technical Support

From 01/05/2022 technical support will only be provided to Operating Systems which are currently supported by Apple and Microsoft, or have been unsupported by Apple and Microsoft for less than 3 years. As of May 2022, this means technical support will be provided for Operating Systems newer than macOS 10.12 and Windows 7 SP1. MediaSeal will remain compatible with all existing Operating Systems, and our technical support team will endeavour to assist on all issues. However, long term support will not continue with issues on older Operating Systems should they not be resolved within a reasonable time.

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