Get your questions answered from our list of frequently asked questions.
There are a number of different reasons why a user might not be able to access Vitrium-protected content and there are a number of different factors to consider:
If the issue is affecting all users, send a support ticket to Vitrium immediately. If you use Vitrium Enterprise, be sure to also check the system that Vitrium is integrated with.
If the issue affecting one user only, review the User Activity Report in your Vitrium account to see if any error codes appear.
If there is an Error Code, check the User Activity Error Code Guide for further steps.
If there is no Error Code, ask the user the following questions:
Yes, your video will still get uploaded.
For example, if your original video has a max resolution of 480p, but your Video Content Settings in Vitrium has 1080p selected, your video will still convert to Vitrium's protected streaming format, but it will stay at the same 480p resolution.
Adobe Reader has certain print settings that may render your protected PDF document as 'unreadable'. Our software views this as a form 'modification,' forcing the document to lock again and hence the reason why you’re seeing 'This Document is Protected' when printing the document.
One way to resolve this is to "uncheck" the Save ink/toner field and then re-print your document.
If that doesn't resolve your printing, submit a ticket to the Vitrium support team.
We strongly believe in being responsive and accountable, which sets us apart from others in the industry.