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Why is my content not loading and why am I seeing a message about a proxy server?

The problem is usually caused by a proxy server or firewall that interrupts the communication between the content and the authentication server.

To resolve this issue, ask your IT department to whitelist the domain on port 443 (https). The domain may differ for different users so be sure to check which domain the content is delivered from, however, it may be one of these: 

protectedpdf.com
vitrium.com    

Why do proxy servers or firewalls block the content? 

Proxy servers and firewalls are designed to protect your organization from unwanted viruses, malware and other phishing type schemes. However, some types of communication is safe, such as the content you're trying to access as this is coming from a legitimate and trusted source.

How do I make these changes?

You need to speak to your IT admin as they'll know what to do but here are some quick tips:

  1. For proxy or firewall configurations, your IT person must ALLOW direct communication with the domain that the content is being sent from on port 443 - the domain might be protectedpdf.com or vitrium.com or the domain of the customer who sent the link to the file
  2. For Adobe Reader/Acrobat configurations, follow these steps: 
    • Open the Adobe Reader or Acrobat program
    • From the top men, select Edit > Preferences
    • Under Categories, click Trust Manager
    • Click the change Settings button
    • Add the applicable domain to the "Allow communication" section 

How can I check for a proxy server:

  1. Click on the Start Menu and open Settings
  2. Select Network & Internet > Proxy
  3. Under Manual proxy setup, check to see if the "Use a proxy server" box is selected

What error message does the user see in Adobe Reader or Acrobat?

They would see a pop-up message like this: