1

Ensure that your MediaSeal Decryptor software is installed and running.  You should see the MediaSeal icon on your taskbar, near the system clock.

OR

2

Confirm that you have a MediaSeal license available.  This may be on your physical iLok or stored on your machine.  If you have not activated your license, please refer to the article on how to activate your MediaSeal Decryptor iLok license.  Once your license is properly configured, you should see your name by clicking the running MediaSeal icon on your taskbar and hovering over "Accounts".

3

Verify that your software is correctly installed.  Please check the services section in your MediaSeal Test report.  Both services should be marked as "Running." You can access the test report by clicking on the running instance of MediaSeal in your taskbar and selecting "Test".

4

Please ensure that you are using only one MediaSeal Decryptor license at a time, as simultaneous use of multiple licenses is not supported.  To check the number of iLok licenses on your system, go to the Test menu and find the Enumerating iLoks section.  It should indicate "Found 1 iLok".

5

If you don't see a password prompt or an "Access Denied" message when accessing a file, restart your MediaSeal Decryptor software or your computer, as the operating system might suppress pop-up messages.  If you receive an "Access Denied" message after entering your password, you likely entered the wrong password. However, if there's no password prompt and you still see "Access Denied," it means you do not have permission to access the content, and the iLok you are using may not be a valid ID for it, in such case, please contact your client to rectify this.

6

Run a verification check on your file to ensure its integrity is intact.  If the result indicates 'File is NOT OK', please re-download the file and attempt to access it again.  For instructions on how to verify your files, refer to the article "How do I verify my files?"

7

Windows: Use VLC, QuickTime, Secure Player or any other approved application.  Do not use apps downloaded from the Microsoft Store.  Instead, download the official versions from the software's official website.

macOS: Use QuickTime, VLC, Secure Player or any other approved application.  Do not use Preview as it is not supported.

8

If none of the above steps resolve the issue, please consider reinstalling MediaSeal by downloading the latest version from the MediaSeal Portal.

1

Generate and provide a MediaSeal test report

2

You can find the location in your Test report under the "Application Details" section.  Simply click on the log file location to be directed to the folder where you can send us the Decryptor.log file.

3

Verification screenshot showing the verification results for the file with the issue.