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My user cannot access Vitrium-protected content. What should I do?

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:

  1. Are they connected to the Internet? They need to be connected in order to be authenticated.

  2. Are they trying to open the protected PDF version (which requires Adobe) or the web viewer link? If they say they keep entering the "Login" button but nothing happens, then it's likely they are trying to open the protected PDF version in a browser or with an unsupported PDF viewer like Foxit or Mac Preview. Remind them to download the PDF and open it with Adobe Acrobat Reader or PDF X-Change.

  3. If it is the web viewer they are trying to open and the authentication is not going through, then it's likely a firewall or proxy server interrupting the communication.

    Ask the user to have their IT department whitelist the following domains on port 443 (https):
        -  or the domain that your company is using for Vitrium content 

    If they can't wait for their IT department to do this, ask the user to try opening the content at a different location (a different IP address), or from their mobile phone using their data plan. If they can access it from a different location or from their phone using data, then the issue is likely a firewall or proxy server.

  4. If it is the protected PDF and they are using Adobe, then they might need to disable the Adobe global object security policy. To do this, instruct your user to follow these steps:
        -  Open Adobe Acrobat Reader or Acrobat Pro
        -  From the top menu bar, click Edit, then select Preferences
        -  In the next window, select JavaScript 
        -  Uncheck (de-select) the 'Enable global object security policy' 
        -  Open the protected content again in Adobe

What encryption level does Vitrium Security offer?

Encryption for Vitrium's Secure Web Viewer



Browsers Supported

Operating Systems Supported

128-bit AES encryption

Latest versions of Chrome, Firefox, Safari, and Edge 

Windows, Mac, Android, iOS for (iPhone and iPad)


Encryption for Vitrium's Protected PDF File



Applications Supported

Operating Systems Supported


128-bit AES encryption

Adobe Acrobat Reader DC, Adobe Acrobat Pro DC, PDF X-Change Editor

Windows or Mac (desktop versions only) 




What country, state, and province codes are supported by Vitrium's DRM policies?

Vitrium offers the ability to restrict or permit users from accessing protected content from specific countries and/or US states and Canadian provinces . This can be set in Vitrium Security's DRM Policy Settings. You may need to check your subscription to determine if you have access to this feature. 

Vitrium's system is designed to support ISO 3166 country codes as well as the US states and Canadian provinces and territories. The complete list of supported codes is as follows:


Country Code Description
00 Private IP. The user is connecting from your local Intranet.
01 Unknown (GeoIP database is missing this IP). This can also occur if you installed Vitrium Security and are running tests from the IIS server(s) and "hosts" file contains "::1".
AF Afghanistan
AX Åland Islands
AL Albania
DZ Algeria
AS American Samoa
AD Andorra
AO Angola
AI Anguilla
AQ Antarctica
AG Antigua and Barbuda
AR Argentina
AM Armenia
AW Aruba
AU Australia
AT Austria
AZ Azerbaijan
BS Bahamas
BH Bahrain
BD Bangladesh
BB Barbados
BY Belarus
BE Belgium
BZ Belize
BJ Benin
BM Bermuda
BT Bhutan
BO Bolivia, Plurinational State of
BQ Bonaire, Sint Eustatius and Saba
BA Bosnia and Herzegovina
BW Botswana
BV Bouvet Island
BR Brazil
IO British Indian Ocean Territory
BN Brunei Darussalam
BG Bulgaria
BF Burkina Faso
BI Burundi
KH Cambodia
CM Cameroon
CA Canada
CA-AB Canada-Alberta
CA-BC Canada-British Columbia
CA-MB Canada-Manitoba
CA-NB Canada-New Brunswick
CA-NL Canada-Newfoundland and Labrador
CA-NT Canada-Northwest Territories
CA-NS Canada-Nova Scotia
CA-NU Canada-Nunavut
CA-ON Canada-Ontario
CA-PE Canada-Prince Edward Island
CA-QC Canada-Quebec
CA-SK Canada-Saskatchewan
CA-YT Canada-Yukon Territory
CV Cape Verde
KY Cayman Islands
CF Central African Republic
TD Chad
CL Chile
CN China
CX Christmas Island
CC Cocos (Keeling) Islands
CO Colombia
KM Comoros
CG Congo
CD Congo, the Democratic Republic of the
CK Cook Islands
CR Costa Rica
CI Côte d'Ivoire
HR Croatia
CU Cuba
CW Curaçao
CY Cyprus
CZ Czech Republic
DK Denmark
DJ Djibouti
DM Dominica
DO Dominican Republic
EC Ecuador
EG Egypt
SV El Salvador
GQ Equatorial Guinea
ER Eritrea
EE Estonia
ET Ethiopia
FK Falkland Islands (Malvinas)
FO Faroe Islands
FM Federated States Of Micronesia
FJ Fiji
FI Finland
FR France
GF French Guiana
PF French Polynesia
TF French Southern Territories
GA Gabon
GM Gambia
GE Georgia
DE Germany
GH Ghana
GI Gibraltar
GR Greece
GL Greenland
GD Grenada
GP Guadeloupe
GU Guam
GT Guatemala
GG Guernsey
GN Guinea
GW Guinea-Bissau
GY Guyana
HT Haiti
HM Heard Island and McDonald Islands
VA Holy See (Vatican City State)
HN Honduras
HK Hong Kong
HU Hungary
IS Iceland
IN India
ID Indonesia
IR Iran, Islamic Republic of
IQ Iraq
IE Ireland
IM Isle of Man
IL Israel
IT Italy
JM Jamaica
JP Japan
JE Jersey
JO Jordan
KZ Kazakhstan
KE Kenya
KI Kiribati
KP Korea, Democratic People's Republic of
KR Korea, Republic of
KW Kuwait
KG Kyrgyzstan
LA Lao People's Democratic Republic
LV Latvia
LB Lebanon
LS Lesotho
LR Liberia
LY Libya
LI Liechtenstein
LT Lithuania
LU Luxembourg
MO Macao
MK Macedonia, the Former Yugoslav Republic of
MG Madagascar
MW Malawi
MY Malaysia
MV Maldives
ML Mali
MT Malta
MH Marshall Islands
MQ Martinique
MR Mauritania
MU Mauritius
YT Mayotte
MX Mexico
FM Micronesia, Federated States of
MD Moldova, Republic of
MC Monaco
MN Mongolia
ME Montenegro
MS Montserrat
MA Morocco
MZ Mozambique
MM Myanmar
NA Namibia
NR Nauru
NP Nepal
NL Netherlands
NC New Caledonia
NZ New Zealand
NI Nicaragua
NE Niger
NG Nigeria
NU Niue
NF Norfolk Island
MP Northern Mariana Islands
NO Norway
OM Oman
PK Pakistan
PW Palau
PS Palestine, State of
PA Panama
PG Papua New Guinea
PY Paraguay
PE Peru
PH Philippines
PN Pitcairn
PL Poland
PT Portugal
PR Puerto Rico
QA Qatar
RE Réunion
RO Romania
RU Russian Federation
RW Rwanda
BL Saint Barthélemy
SH Saint Helena, Ascension and Tristan da Cunha
KN Saint Kitts and Nevis
LC Saint Lucia
MF Saint Martin (French part)
PM Saint Pierre and Miquelon
VC Saint Vincent and the Grenadines
WS Samoa
SM San Marino
ST Sao Tome and Principe
SA Saudi Arabia
SN Senegal
RS Serbia
SC Seychelles
SL Sierra Leone
SG Singapore
SX Sint Maarten (Dutch part)
SK Slovakia
SI Slovenia
SB Solomon Islands
SO Somalia
ZA South Africa
GS South Georgia and the South Sandwich Islands
SS South Sudan
ES Spain
LK Sri Lanka
SD Sudan
SR Suriname
SJ Svalbard and Jan Mayen
SZ Swaziland
SE Sweden
CH Switzerland
SY Syrian Arab Republic
TW Taiwan, Province of China
TJ Tajikistan
TZ Tanzania, United Republic of
TH Thailand
TL Timor-Leste
TG Togo
TK Tokelau
TO Tonga
TT Trinidad and Tobago
TN Tunisia
TR Turkey
TM Turkmenistan
TC Turks and Caicos Islands
TV Tuvalu
UG Uganda
UA Ukraine
AE United Arab Emirates
GB United Kingdom
US United States
US-AL United States-Alabama
US-AK United States-Alaska
US-AZ United States-Arizona
US-AR United States-Arkansas
US-CA United States-California
US-CO United States-Colorado
US-CT United States-Connecticut
US-DE United States-Delaware
US-DC United States-District Of Columbia
US-FL United States-Florida
US-GA United States-Georgia
US-HI United States-Hawaii
US-ID United States-Idaho
US-IL United States-Illinois
US-IN United States-Indiana
US-IA United States-Iowa
US-KS United States-Kansas
US-KY United States-Kentucky
US-LA United States-Louisiana
US-ME United States-Maine
US-MD United States-Maryland
US-MA United States-Massachusetts
US-MI United States-Michigan
US-MN United States-Minnesota
US-MS United States-Mississippi
US-MO United States-Missouri
US-MT United States-Montana
US-NE United States-Nebraska
US-NV United States-Nevada
US-NH United States-New Hampshire
US-NJ United States-New Jersey
US-NM United States-New Mexico
US-NY United States-New York
US-NC United States-North Carolina
US-ND United States-North Dakota
US-OH United States-Ohio
US-OK United States-Oklahoma
US-OR United States-Oregon
US-PA United States-Pennsylvania
US-RI United States-Rhode Island
US-SC United States-South Carolina
US-SD United States-South Dakota
US-TN United States-Tennessee
US-TX United States-Texas
US-UT United States-Utah
US-VT United States-Vermont
US-VA United States-Virginia
US-WA United States-Washington
US-WV United States-West Virginia
US-WI United States-Wisconsin
US-WY United States-Wyoming
UM United States Minor Outlying Islands
UY Uruguay
UZ Uzbekistan
VU Vanuatu
VE Venezuela, Bolivarian Republic of
VN Viet Nam
VG Virgin Islands, British
VI Virgin Islands, U.S.
WF Wallis and Futuna
EH Western Sahara
YE Yemen
ZM Zambia
ZW Zimbabwe


How do I use the custom placement for watermark?


To insert a watermark in a custom placement, go to your Watermark Settings and click on the Watermark name > Placement > and select 'Custom'  from the drop-down menu


You will see these custom placement fields:


X Offset: this is the horizontal positioning of your watermark. Use a value of 0 to 1 (to represent percentages). For example, 0 (0%) represents the far left, while 1 (100%) represents the far right, and 0.5 represents the middle (50%). It is recommended to use an integer between 0.01 to 0.99. 

Y Offset: this is the vertical positioning of your watermark. Use a value of 0 to 1 (to represent percentages). For example, 0 (or 0%) represents the bottom, while 1 (100%) represents the top, and 0.5 represents the middle (50%). It is recommended to use an integer between 0.01 to 0.99.

Width: this is the width size of the box where your watermark will be placed inside (the 'box' is invisible). The measurements are in pixels. For example, if you have a longer watermark, you may want to set 300-600 pixels for the width, or for a shorter watermark, you may want to use 50-100 pixels for the width.

Height: this is the height of the box where your watermark will be placed inside (again, this is an 'invisible' box). The measurements are in pixels. For example, if you are using a large-sized font, you may want to use a larger height such as 50-100 pixels, or for a smaller-sized font, use a height 10-25 pixels.

Rotation: this is the rotation of your watermark, represented in angles. 0 = horizontal, 90 = vertical (text runs bottom to top), 45 = angled up to the right, 180 = flipped upside down (yikes, don't use this one!), 270 = vertical (text runs top to bottom)  




Will my video get uploaded if its max resolution is lower than my selections in the content settings?

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.  


Why does a diagonal watermark seem to disappear in a downloaded PDF?

When a user clicks on a diagonal (45°) watermark in Adobe reader or Acrobat, the watermark may become invisible. It will reappear when the user changes pages, but will become invisible again should they click the same diagonal watermark on subsequent pages.

This issue occurs because PDF "form fields" can only be rectangles and have to be parallel to the page. A watermark "form field" is required when a "User Specific" watermark is defined AND the placement is diagonal or 45°. A "User Specific" watermark is one where field variable placeholders are referenced as opposed to only static text.

We recommend using vertical or horizontal "User Specific" placed watermarks instead of diagonal watermarks if you are distributing downloaded PDFs to your customers. 

What are the different resolutions and bitrates that Vitrium supports for videos?

When you upload a video to Vitrium, your video is converted into 5 different resolutions, each with a different bitrate.

Video Resolution Video Bitrate Audio Bitrate Total Bitrate Filesize
240p 0.5 Mbps 128 Kbps 0.63 Mbps 79 KB per second
360p 1.0 Mbps 128 Kbps 1.13 Mbps 141 KB per second
480p 1.5 Mbps 128 Kbps 1.63 Mbps 204 KB per second
720p 2.0 Mbps 128 Kbps 2.13 Mbps 266 KB per second
1080p 5.0 Mbps 128Kbps 3.12 Mbps  390 KB per second

Example: A user streaming a 720p will need an internet connection capable of downloading data at 266 KB per second (2.13 Mbps). This means that if a user watches a 10-minute video from start to finish at 720p, they would have consumed 160 MB of bandwidth (266 KB/second x 600 seconds).

What are the different Staff Roles available in Vitrium Security?

Staff Users allow any Vitrium Master Administrator to add more staff users (and different roles) to their Vitrium Security account. They can control and limit what other staff can do or access.

IMPORTANT NOTE: Only Enterprise Edition accounts can assign roles to the staff users. Professional accounts are only able to add an Administrator who can perform all administrative functions. For more information on staff users click here.

Types of Staff Roles:

  1. Master Admin: has access to all tabs and features of the account, from uploading and managing content, to setting up Content Settings and DRM Policies. 
  2. Support: has limited access to support-related tasks only such as viewing content, users, groups and reports, but no editing rights
  3. Permission Manager: has limited access to managing permissions only which include adding and editing users and groups, assigning them to content, and managing Content Settings, Watermarks and DRM Policy Settings
  4. Content Manager: has limited access to managing content only which includes uploading and replacing content, and managing Content Settings
  5. System Viewer: has limited access to viewing rights only, no editing rights 

Here is a detailed checklist of what each type of role can do or has access to:


  Master Admin Support Permission Manager Content Manager System Viewer
Content / Folders          
View & Search Content x x x x x
Edit Content x     x  
Activate / Deactivate / Delete x     x  
Download Protected PDF x x x x  
Access Secure Web Link x x x x  
View Report x x x x x
View & Search Users x x x   x
Edit Users x   x    
Edit Group Membership x   x    
Activate / Deactivate / Delete x   x    
Clear Use & Provide Offline Unlock x x      
View Report x x     x
Import & Export Users x   x    
View & Search Groups x x x   x
Edit Groups & Add / Remove Users x   x    
Activate / Deactivate / Delete x   x    
View Report x x x   x
View All Settings x x x x x
Edit Global DRM Policy x   x    
Edit Support URL & Timezone x x  x  
Edit SSO Lite Mode & Enable External Services x        
Edit Content Settings x     x  
Edit Watermark Settings x   x x  
Edit DRM Policy Settings x   x    
Edit Portal Settings x   x  x  
Add & Edit Staff Users x        
Edit My Profile x x x x x
Manage Login Forms x     x  
Dashboard / Reports          
View Dashboard & Reports x x x x x
Export Reports x x x x  
Can I control the number of times a document can be printed?

This can only be controlled using our secured web viewer link and not from the PDF using Adobe Reader or PDF-XChange.

Printing the PDF using Adobe Reader or PDF-XChange

There is no limit to the number of times a user can print the content once the print option is enabled. The best solution to prevent this from happening is to set the content to expire at a much earlier date/time frame.

Printing with the Web Viewer

If printing is enabled then you may set the number of times a user can print the content. This is controlled in the DRM Policy settings under Print Control for Web Browser Print Limit.


How do I save a copy for offline use?

For the secured web documents to work offline, a copy needs to be saved in the user's browser cache. This is a quick video shows how you can save a copy on your browser cache for offline use of the secured web document (Vitrium's Web Viewer):

Basically, the web document needs to be saved in the browser’s cache (as cookies) so it can be used later when the User decides to access it ‘offline.’ You’ll notice in the video also the delete button to remove this ‘saved copy’ from the browser for when their use is done.

We highly advise for the User to clean up their browser cache soon after they’re done reading the document offline as it will eventually fill up their browser caching storage (which gets stored on the hard drive). Simply put, if they save all  the documents they have permission to for offline use, the browser cache can get quite large and it will start to slow down their computer speed for processing things.

Here’s an article online that you can read for more  clarification on the browser cache: