How to Support Your End Users Guide
About this Guide
In this End User Guide, you will learn how to support your end users, the recipients of your Vitrium-protected content. You can click here to access the full guide now or click below to find the information you're looking for.

Why Does Vitrium Not Support End Users?

Learn more
Vitrium's goal is to help our customers like you learn how to use the software, but also educate you about how to support your end users. This is because your organization is responsible for providing direct support to the end users per Vitrium's Terms of Use Agreement.

Resolving Common Issues

Learn more
Learn where to look first to identify and help troubleshoot your user's issue.
Resolving Common Issues featured image

Review User Activity Log First

The first place to check will be the User Activity Log. Learn where to look and how to find the suggested actions.

Open Error Code Reference Guide

This guide has almost all the answers! Learn where to access it and where to find it in your Vitrium account.

Summary of Top 5 Common Error Codes Seen

Learn what the top 5 common error codes are in the User Activity Log and what suggested action to take. Be sure to review the full Error Code Reference Guide for the complete list.

Web Viewer Not Loading

Learn why the web viewer content may not load on the screen for everyone, especially those in strict IT environments, but a simple request to whitelist the domain will help!

Protected PDF File Not Opening

Learn the common mistakes users make when trying to open the protected PDF file. It's usually obvious in the end but we've seen this issue many times.

Unexpected Error

Learn how to check your integration code when this error appears, or ask your IT team. Of course, if all else fails, you can contact the Vitrium team.

503 Service Unavailable

This is a common server error and we'll ask you to be patient as it may only appear for a few minutes, but click here to read more why this error might occur.

What is the Global Object Security Policy (GOSP)?

Learn more
The Global Object Security Policy (GOSP) is a setting in the Adobe Reader, Acrobat and PDF-XChange apps that controls how cookies behave. It is important for users to disable this feature. Learn more about the GOSP and how users can disable this in their PDF app.
What is the Global Object Security Policy (GOSP)? featured image

Steps to Disable GOSP in Adobe on a PC

Learn the simple steps for disabling the global object security policy in Adobe Reader or Acrobat on a PC.

Steps to Disable GOSP in Adobe on a Mac

Learn the simple steps for disabling the global object security policy in Adobe Reader or Acrobat on a Mac.

Steps to Disable GOSP in PDF-XChange Editor

Learn the simple steps for disabling the global object security policy in PDF-XChange Editor. Note that Vitrium protected PDFs do not work with PDF-XChange Viewer.

When All Efforts Have Been Exhausted

Learn more
If you have exhausted all efforts to support your customer or end user and you still cannot help them access your content, then you may contact the Vitrium support team by calling us or submitting a support ticket.

Contact the Vitrium Support Team

Learn how to contact the Vitrium Support Team and what information you should provide to our team.