Troubleshooting Sealed Content

  • Q. What do I do if I see an Access Denied message?

  • A. If you think you should have access to the document, contact the person specified in the Further Assistance section of the message page. That person can provide you with rights, if appropriate.

  • Q. What do I do if I see a Cannot Connect To License Server message?

  • A. The License Server might be temporarily unavailable. If you have not been notified of a service interruption and the problem persists, contact the person specified in the Further Assistance section of the message page.

  • Q. What do I do if I see a Rights In Use message?

  • A. Your rights are currently held on a different computer. The page provides a link that can tell you which computer currently holds your rights. This situation should only arise if you work on more than one computer. If that is not the case, it is possible that someone else is using your credentials to access sealed documents, and you need to report this as a possible security breach.

    If you do use multiple computers, and you need to open the document on this computer, you have several options:

    • If you currently have access to the other computer, but you specifically need to work on this computer, open the document on the other computer and check in your rights. If you check in your rights, the document will close on the other computer, and you will be able to request the rights to open it on this computer.
    • If you do not currently have access to the other computer, you can contact the person specified in the Further Assistance section of the message page. They should be able to check in your rights on your behalf without needing access to either of your computers.
    • If the need is not urgent, you could wait until you have access to the other computer, or wait for the rights on the other computer to expire. Note that the rights might not expire for several days, but when they do you will be able to request the rights for this computer.
  • Q. What do I do if I see an Authorization Failure message?

  • A. It is possible that your password has changed, but that your Unsealer is trying to use a cached copy of your old password.

    If so, you can resolve the problem as follows:

    • Try to open a sealed document
    • Click on the Unsealer button in the toolbar (see picture below)
    • Deselect the Login Automatically option.
    • Specify your new password
    • Click OK


    Unsealer Control Panel button

    If you have forgotten your password, you can use the password reset page. Alternatively, contact the person specified in the Further Assistance section of the message page, explaining the process you have gone through.

  • Q. What do I do if I see a Rights Expired message?

  • A. This is rare, but means that your rights had a specific expiry time and cannot be refreshed any more. Contact the person specified in the Further Assistance section of the message page. That person should be able to assign fresh rights, if appropriate.

  • Q. What do I do if I see the Unsealer Upgrade Required message?

  • A. This is rare, but means that you need to upgrade your SealedMedia software to access the sealed document. Upgrades are freely available from the SealedMedia downloads site.

  • Q. What do I do if I see the Context No Longer Exists message?

  • A. This is rare, but means that it is very unlikely that you will ever be able to open the sealed document. Every sealed document is sealed to a security context. The message should specify the context of the document you tried to open. That context no longer exists, so all access is denied. If you think that the context should not have been deleted, contact the person specified in the Further Assistance section urgently to explain your reasons.

  • Q. What do I do if I see the Office Document Is Password Protected message?

  • A. The Unsealer supports password protected Office documents. However, the Unsealer declines to open a document if its password protected functionality compromises your SealedMedia rights. For example, if you have the right to open and read a document, but the document contains a password that permits modification, the Unsealer declines to open the document to ensure that you cannot exceed your SealedMedia rights by specifying the modification password. If you have the SealedMedia rights to edit such a document, it will open as usual and you will be able to edit it. If you see this message, refer to the owner of the document and request more SealedMedia rights or a copy of the document that does not contain password protected functionality.

  • Q. What do I do if I see the Enable Sealed Office message?

  • A. Use the procedure provided by the message page to enable Sealed Office.

  • Q. What do I do if I see the Platform Not Supported message?

  • A. This is rare, but means that the License Server administrator does not permit sealed documents to be opened on your current system configuration. For example, the administrator might have a specific reason for not permitting sealed documents to be opened on Windows 98. If so, contact the person specified in the Further Assistance section of the message page for guidance on what system configurations are supported.

  • Q. What do I do if I see a Cannot Connect To Multiple Servers message?

  • A. This should not arise using this version of the SealedMedia software.

  • Q. What do I do if I see an 'Error' message?

  • A. One possibility is that you do not have a required application installed on your workstation. For example, you may be trying to open a sealed PDF file (.spdf file extension) without Adobe Reader installed.

    Please contact the person specified in the Further Assistance section of the message page if necessary.