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Solution home MediaSeal Decryptor Decryptor Troubleshooting

The test file I was sent does not play, what do I do now?

Modified on: 2020-06-23 14:21:06 +0100

Please ensure you have followed the start guide to download, install and activate your software. If you have then please check the following:


  • Reboot your computer to see if that helps 
  • Ensure the MediaSeal Decryptor software is running on your computer. MediaSeal logo should appear near your system clock 
  •  Ensure the "MediaSeal Message Exchange.." service is running on your computer, if you are using Windows 
  •  Verify your files using the Decryptor --> Verification to ensure the files are OK 
  •  If prompted for a password, please verify the password has been entered correctly. If you have entered the password more than three times, you will need to wait for at least 30 seconds before trying again 
  •  Restart your DecryptorTray software running on the taskbar by clicking on it and click on Quit, then start it again from your Applications or Programs folder If the issue persists, please email support@mediaseal.com

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Contact Us


Contact MediaSeal Support if you have an issue or to answer any questions you may have. Please also review the Quick Start Guides and Product Manuals for more detailed information.

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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