Error Description
and Resolution For Desktop PDC Viewer
Can’t connect to server. Check your Internet connection and try again.
Why does this issue
occur:
This error is displayed if a
firewall on the server is preventing incoming traffic on port 8080 (or whatever port
you have chosen in your own server installation for writer & viewer communications
with the server).
Solution:
Log in to your windows as an administrator and allow
the software through your Firewall or disable the firewall and windows defender when
you open the software.
Note: Once this
issue is resolved you can again turn on your firewall and windows defender.
Viewer crashes or opens a document then closes it straight away.
Solution: For
this error, we have made a provision on your Vivitsu's dashboard.
Please navigate to your dashboard and on the sidebar,
there's a section "Chapter-Wise PDC Files".
Once there, click on the subject that you want to
download and import all the chapter files into your Safeguard Viewer app.
You don't need to register with your license again, just
open these documents and start viewing them.
If you encounter any difficulties in this process, please
tell us here so we can guide you further.
Unexpected server response. Request could not be authenticated.
Why does this issue
occur:
This error message is
displayed if the response from the server has been corrupted or altered in some
way.
Solution: Check
the following:
Your computer clock is correctly set. Configure your
computer to automatically synchronize date and time settings with a time server.
Your firewall is not allowing the Viewer to communicate
with the Safeguard server – PDCViewer.exe (v2 Viewer) or PDCViewer.exe /
PDCViewer64.exe (v3 Viewer). Please allow the software through your Firewall or
disable the firewall and windows defender when you open the software.
A proxy is changing HTTP headers
Getting this error when
registering a license file?
If you are registering a license file and get this error
message then it is because the Safeguard Admin system is not responding (i.e. it is
currently unavailable). Try again later to see if the problem persists.
If you continue to receive this message then please
contact us on +919619822135 with a screenshot of the error so we can help you
resolve it.
You don’t have the necessary permissions to access the compilations…
Please contact us on WhatsApp on +919619822135
immediately with the screenshot of this error so we can solve it as soon as
possible.
Windows Viewer or Writer will not install properly or run correctly once
installed.
If you experience problems while installing the Viewer
or Writer on a Windows PC then follow these clean installation steps to rule out
common issues that can stop the software from working properly:
Remove the keystore and uninstall the software if you had
any Locklizard products previously installed / registered on the machine. You can do
this via the “Add or remove programs” option in Windows Settings – Apps.
Disable UAC in the Windows Control Panel: From Windows
Control Panel: “User Accounts > Change User Account Control Settings > Never
Notify”. In Windows 8 & above – Press the Windows Key and start typing “Control
Panel”. Click the Control Panel shortcut. In the top right of the control panel type
“UAC” into the search box. Click Change User Account Control settings and disable
it.
ENSURE all antivirus and security software is disabled
and there is no resident security software running.
Note that you may be under a network firewall or an
organization-wide antivirus, in which case you won’t be able to turn it off from
your machine. It is recommended to inquire with your IT department regarding
this.
Restart the computer, and ENSURE you are logged in with
administrative privileges.
Note that while an Admin account usually solves these
types of issues, there may still be group policies / other security locks in place
which will prevent the installation of our software. Again, we recommend inquiring
with your IT department, since they are the only ones who have control over
this.
Re-download and re-install the software to a local
folder such as C:\Downloads. You must right-click the install file and select “Run
as administrator”. You can download the latest version of the Safeguard Writer from
your Admin System > My Account tab. The latest version of the Safeguard Viewer can
be found here: Windows
Software
After you have completed these steps, re-register your
license file by double-clicking it.
Installing the Viewer on
behalf of users across a network?
Then also:
When checking the box “Run this program as an
administrator” under the Privilege Level section click on “Change settings for all
users”.
Give Full Access (so, all permissions checked) to the
entire PDCViewer folder.
Nothing happens?
If nothing happens when you:
double-click on the Viewer application
try and register a license (.llv file)
try and open a protected document
then see below option 6.
When I double-click on the Safeguard Viewer or Writer application, my license file, or a
protected document nothing happens.
In order to fix this issue, please do the
following:
1. Check that your firewall
software is not preventing the application PDCViewer.exe or PDCViewer64.exe from
executing
If you have turned off your firewall permanently you
may have to reboot to shut down the memory resident portion since different
firewalls work in different ways. If this does not work, add PDCViewer.exe /
PDCViewer64.exe to your allowed list of programs and then reboot your
computer.
2. Check that your anti-virus
software is not preventing PDCViewer.exe or PDCViewer64.exe from
executing
Some AV products like Symantec Endpoint Protection and
Websense Data Endpoint prevent the Safeguard Viewer from running since we monitor
certain processes and activities.
IMPORTANT NOTE:
If you disable your firewall or AV product then make sure you reboot your
computer and that the firewall/AV product is not loaded at start-up time. Most
firewall/AV products remain memory resident even after disabling them, so you need
to reboot your computer to clear the memory resident component.
NOTE:
Comodo Internet Security stays memory resident on 64 bit computes even
after turning off all protection. If rebooting does not work, remove Comodo, install
the Safeguard Viewer and then re-install Comodo.
3. Check that you don’t have
a proxy configured in Internet Explorer
If you are using a proxy to access the Internet then
you must enter these details in the Viewer application (Windows Start menu >>
Locklizard >> Viewer Proxy Settings). See
configuring a Proxy.
4. Check that ports 80 and
443 are open on your firewall
You may need to check with the publisher of the
document for the exact port number they are using. 443 is the default port for HTTPS
and port 80 is the default for HTTP.
5. If you cannot register
your license, check that using HTTPS is not an issue
Copy and paste your license file into the browser
address bar. Remove the s from https:// so it now shows as beginning with http://
instead. Then, press ENTER on your keyboard to download a HTTP version of the
license and try registering with that file. If the license now registers then a
firewall is preventing use of the port used for secure communication (normally port
443).
LocklizardSafeguardViewerSetup.pkg can’t be opened because it is from an unidentified
developer
This error message is displayed if you have not changed
your security settings to allow applications downloaded from anywhere.
Please follow the
instructions given in the license email as follows:
Check your security settings are adequate to run the
installation application.
1. To do this, click on the Apple icon and then ‘System
Preferences’.
2. Select the ‘Security & Privacy’ icon.
3. Click on the ‘Padlock’ icon on the bottom left of
the window and enter your Mac credentials (username and password) in order to change
your security settings.
4. Select ‘Allow applications downloaded from:
Anywhere’ and then confirm this.
OSX Mojave
With OSX Mojave , after installating the Viewer, you
also need to go to System Preferences > Security & Privacy pane > Privacy tab, and
in the left list select Full Disk Access, then in the right list add and allow
Safeguard Viewer.
Viewer install is blocked by Windows / group policy / user rights
When trying to install the Viewer, you may encounter a
message stating the application is blocked / not approved by Microsoft or a third
party, which causes the install process to fail or the license to not
register.
This can be caused by certain security options, either
from an antivirus / security software or organization policy. For example, apps like
WinGuard Pro or AppLocker are used to prevent the installation of unwanted apps, or
this can be achieved through Windows’ own group policies or user account
settings.
If you encounter such a message please contact your IT
department and inform them that you would like to install the Safeguard Viewer,
since only they have the necessary access to allow the installation.
When I double-click on the installation file (.exe or .pkg file), it tells me the file
is corrupted
This error message is displayed if you have not
downloaded the complete file.
Delete the partially downloaded file and re-download
the software or download the zip archive version of the setup.
Once you have done that, check the file size published
on the web site and compare it with the one you have locally on your disk to make
sure it is the same size.
Mac Viewer will not install properly or run correctly once installed
If you experience problems while installing the Viewer
on a Mac Computer then follow these clean installation steps to rule out common
issues that can stop the software from working properly:
1. Load the Safeguard Viewer application and select
the option ‘Remove Keystore’ from the ‘Locklizard Safeguard Viewer’ menu at the top
of the screen.*
2. Move the Viewer application from Applications to the
Trash folder.*
3. Delete the downloaded install file (and un-mount it
if it is mounted by right clicking on it and choosing Eject).*
4. Empty the Trash folder.*
5. ENSURE
all antivirus and security software is disabled and there is NO resident security
software running.
6. Restart the computer.
7. Login as an Administrator.
9. Change the security settings so that they are
adequate to run the Safeguard Viewer installation program – see
these instructions.
10. Re-install the Viewer.
11. If you are using OSX Mojave go to System
Preferences > Security & Privacy pane > Privacy tab, and in the left list select
Full Disk Access, then in the right list add and allow Safeguard Viewer.
12. Re-download your license file.
13. Re-register your license file.
14. Re-download the document.
15. Open the document.
Steps 1-4 are for machines where the Safeguard Viewer
was previously installed and registered. If not, then for a clean install you can
start with Step 5.
Still not working?
If having gone through all of the steps above and you
still cannot get the Viewer to work correctly then see
Viewer Freezing
Issues.
You need to activate (register) the license sent to you by the publisher before you can
view protected documents
Before you can view protected documents or products you
must first double-click on the license file sent to you by your publisher in order
to register. You should have received an email from the Publisher with your license
file details with information on activating/registering your license. See opening
PDC files for further details.
Already
Registered?
If you have registered and this message still appears
then this could be any of the following reasons:
1. You tried to register the viewer software over a VPN
which will not work – you MUST have a direct Internet connection. If this is the
case you will need to Remove
your keystore and then register again, this time using
a direct connection to the Internet.
2. A firewall has prevented incoming traffic from the
administration system. Make sure your firewall allows PDCViewer.exe (for 32-bit
systems) / PDCViewer64.exe (for 64-bit systems) to access the Internet for both
outgoing and incoming traffic.
3. You tried registering whilst NOT logged to your
computer on as an Administrator. If this is the case you will need to Remove
your
keystore and then register again while logged in as an
Administrator.
4. Restrictive rights on the keystore files (write
access has been denied). You must grant read/write/modify permissions to “Everyone”
as well as the Administrative user for the keystore
files.
5. You installed the Viewer using a different profile
than the one you registered with. We only support one user profile – that of the
administrator for any given computer. You can’t install under one user profile and
run the Viewer using another user profile – it will not work. If you are an IT
administrator installing the Viewer for a standard Windows user then you must
elevate their profile to a Windows administrator, install the Viewer under their
profile and register the license under their profile, before returning their profile
to a standard user.
Viewer Freezing: Viewer Freezes (not responding) and causes system to hang
This could occur
if:
you have a lot of applications running on your computer
(especially if you are using the 32 bit version of the Viewer on Windows)
you are low on memory
you are opening the Viewer or documents remotely (i.e.
connecting via a VPN, opening documents on a network drive, etc.)
a security product (anti-virus/firewall) is preventing
the Viewer from running correctly
To troubleshoot what is
causing the problem, check each item below:
1. Make sure you are physically logged into your
computer and are not connecting over a VPN or other remote connection.
2. Copy the document to your hard disk and open it from
there (do not open it from a shared folder or a network location).
3. Close ALL other applications and then try running
the Viewer. Our documents are decrypted in volatile memory so if not enough memory
is available then the document could freeze and stop loading.
4. Reboot your computer, shut-down all other
applications and try opening the document again.
5. Make sure your version of the Operating System is up
to date with all the latest updates installed.
6. Check the resources being used by your anti-virus
product. Some AV products are resource intensive and can slow the machine down
considerably. Since we read content from memory, this can have a significant effect
on our software especially if a full system scan is occurring in the
background.
7. If the Viewer has started freezing after an
anti-virus update then you need to check with the AV manufacturer to see what
changes now need to be made to whitelist the Viewer.
8. Reboot, then temporarily pause your antivirus
program and firewall, then try opening a document. If the Viewer still doesn’t load
normally, then disable your antivirus and firewall software, then reboot (and make
sure they remain disabled after the reboot), then try again.
IMPORTANT NOTE:
If you disable your firewall and AV products, then make sure after you
reboot your computer the firewall and AV products were not loaded at start-up time.
Most firewall/AV products remain memory resident even after disabling them, so that
is why you need to reboot your computer to clear the memory resident
component.
9. Make sure a network security product isn’t
interfering with the Viewer’s operation. Even if you disable the firewall and AV
installed on your machine, some security may still be enforced if you are on a
corporate network. In this case, please check with your company’s IT
department.
10. Remove the Viewer keystore and re-register your
license file. If that solves the problem then a security application
(anti-virus/malware) is modifying the keystore files. You therefore need to
whitelist the Viewer in that application.
11. Try launching the Viewer with the test license and
document and see if those work correctly. You can find them here:
Other things to check on
Windows
1. If Windows UAC is turned ON then turn this OFF from
Windows Start menu > Control Panel > User Accounts > Turn User Account Control
off.
2. Make sure PDCViewer.exe (or PDCViewer64.exe for
64-bit systems) is whitelisted in your security software (anti-virus/firewall) and
that all connections to and from it are allowed. You will need to check your
security software’s documentation on how to add it to the whitelist/list of allowed
applications.
3. Check that your user account has the appropriate
permissions to run the Viewer and that the Viewer has full read & write access to
the locations it needs in order to work:
C:\Users\All Users\Locklizard
C:\Users\USERNAME\AppData\Roaming\Locklizard
C:\ProgramData\Locklizard
C:\Program Files\Locklizard Safeguard PDF Viewer
4. Go to C:\ProgramData\Locklizard\PDCViewer\ and
delete the file PDCViewer3.ini , then try
launching the Viewer again.
5. If you are using multiple user accounts, then check
that you are on the account that installed the Viewer and registered the license
initially.
To force close the Viewer
application on Windows
Press Ctrl-Alt-Del on your
keyboard and click on Task Manager in the list. Then, select Safeguard PDF Viewer
from the list of applications (Processes tab) and press the ‘End Task’
button.
Other things to check on
Mac
2. If you are using OSX Mojave go to System Preferences
> Security & Privacy pane > Privacy tab, and in the left list select Full Disk
Access, then in the right list add and allow Safeguard Viewer.
3. Make sure the Viewer is whitelisted in your security
software (anti-virus/firewall) and that all connections to and from it are allowed.
You will need to check your security software’s documentation on how to add it to
the whitelist/list of allowed applications.
4. Check that your user account has the appropriate
permissions to run the Viewer and that the Viewer has full access to
/Users/Shared/.LizardSafeGuardPDFViewer/
.
To force close the Viewer
application on Mac
Press OPTION, COMMAND and ESC (Escape) together or
choose Force Quit from the Apple menu in the top left. Then, select the Viewer in
the Force Quit Window and click the ‘Force Quit’ button.
Error Description
and
Resolution for Mobile PDC Viewer
Document access
failed – pad block corrupted
This can occur on an Android device, when trying to
register the Viewer license or opening a document because of a number of
reasons:
Corrupted download
of the license
file
Please download your license file again, then try
registering
the newer version.
Corrupted
keystore
When registering a Viewer license, a local keystore is
created. If this was corrupted,
use the Remove Keystore option from the navigation menu on the left (swipe right or
press the hamburger button in the top right), then download your license again and
re-register.
Custom /
stripped-down
version
of
Android
Some Android devices come with custom versions of the
OS
(e.g. e-ink tablets). If
certain functionalities of the OS were removed in development, the Viewer will not
be
able to function on those devices.
Rooted /
hacked
device
The Safeguard viewer does not support rooted versions
of
Android. Additionally, certain hacked builds of Android are also not
supported.
Viewer crashes or
opens a document then closes it straight away
Solution: For
this error, we have made a provision on your Vivitsu's dashboard.
Please navigate to your dashboard and on the sidebar,
there's a section "Chapter-Wise PDC Files".
Once there, click on the subject that you want to
download and import all the chapter files into your Safeguard Viewer app.
You don't need to register with your license again, just
open these documents and start viewing them.
If you encounter any difficulties in this process, please
tell us here so we can guide you further.
License Register
Failed – unknown error
This error message is displayed on Android devices if
the URL to the license file is not correct. This could happen on own server systems
that have not been properly configured. You will need to ask the Publisher to
resolve this.
To test that the Viewer software, licenses and
documents are working correctly on Android/iOS, use the following files:
Android import tab does not update with newly populated files
A workaround to this is to manually turn on all Viewer
app permissions, such as storage access. So allow the Safeguard Viewer access to the
storage permissions on your device.
You get prompted when installing the Viewer about
access permissions and you should allow access to all requested
permissions.
Acrobat could not open .pdc because it is either not a supported file type or the file
has been corrupted.
This error message is displayed if you are trying to
open a .pdc file directly from Adobes File Open menu or you have associated the .pdc
file extension with Adobe Acrobat.
To open a .pdc file you must have the Safeguard Viewer
installed and registered, then import your documents in the Safeguard Viewer app,
then click on the documents to open them.
Why are PDC files not associated with the Android Viewer?
If you get the message that there is no App to open PDC
files then you should choose “Other” and pick the PDCViewer from the list that pops
up to open the document / licence – also select the option to always do this. Next
time your Android device will then open the PDC file in the Safeguard Viewer
automatically.
If this doesn’t work on your device, then you must open
the Safeguard Viewer and select PDC files to open from there.
NOTE: : Android
doesn’t have a file association like Windows does, it only has associations for
known built in file types. Also your file explorer may handle opening files a bit
differently depending on the Android variant and version installed.