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Kstainton

ESET Staff
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  1. Hi @Saifuddinit, Can you submit a ticket via your local ESET Support Center (https://www.eset.com/me/about/contact/) and acquire the following logs for us please it will provide us some more information about the error: https://support.eset.com/en/kb7123-eset-endpoint-encryption-diagnostics-utility Thank you, Kieran
  2. Hi David, If you are able to check for me that would be lovely, it will allow us to see if there is anything we can do to work out why the communication broke down I would advise you to get in touch with your local ESET Support Centre here: https://www.eset.com/pl/support/contact-support Thank you, Kieran
  3. Hi @datarecovery, I am sorry to hear that your Local Support Centre wasn't able to assist you, may I ask who it was that you got in contact with in an attempt to resolve this issue, was it your Local ESET Supplier or Distributor? I would like to get in contact with them, so may you provide me their details. I'm afraid I cannot assist you with this issue on the forum as issues like this can be quite complex and I would likely need logs and more information from you in order to provide you with the correct resolution for your issue. Thank you, Kieran
  4. Hi @Saifuddinit, Unfortunately we won't be able to assist you here as this issue will need a deeper investigation that we cannot provide on the Forum, would you mind collecting the following logs: https://www.eset.com/int/support/log-collector/ from the machine and getting in touch with your local ESET Support Office: https://www.eset.com/me/about/contact/ Thank you, Kieran
  5. Hi @tmuster2k, Would you be able to get in touch with your local ESET Support Centre via the following link: https://www.eset.com/us/about/contact/, unfortunately it looks like something has preventing the Recovery Data from being accessible via the ESET Protect Cloud and we will need someone from the ESET Protect Cloud team to investigate this issue for you and see if they are able to find it on your behalf. Thank you, Kieran
  6. Hi @Simon Simon, Unfortunately, this is a known issue with Adobe Acrobat Reader DC itself as it elevates itself under the System User Account. This prevents the Encryption Key required to decrypt the PDF file when accessing it being available to Adobe Acrobat Reader DC and therefore it will be denied access. Here is some more context to the issue that occurs with Adobe not having access to the Encryption Keys: https://support.eset.com/en/kb7942-windows-user-context-and-encryption#users - Windows User context and Encryption The only workaround that I can suggest for this, is that you copy the PDF file outside of the Encrypted Folder/Encrypted USB, Edit the PDF file and then copy it back into the Encrypted Folder/Encrypted USB.
  7. I am glad you managed to resolve the issue However, I am afraid I can't provide any definitive answers about what could have caused this now it is resolved. As it would all be theoretical at this point, without logging etc. to assist beforehand.
  8. Hi @Mr.Gains, Thank you for getting in touch, may I suggest you contact your local ESET Support office via the following link: https://www.eset.com/us/about/contact/ as this will need investigating further, which I cannot provide over our forum due to the complexity behind some of these issues. When getting in touch with your local ESET Support office, could you provide the following logs from your machine: https://support.eset.com/en/kb7123-eset-endpoint-encryption-diagnostics-utility Thank you, Kieran
  9. Hi @Simon Simon, Apologies I must have missed the notification for this thread! I am very sorry. Yes individual files can only be Encrypted up to 3.99GB using EEE File Encryption. Thank you, Kieran
  10. Hi @Mauricio Osorio, When you FDE a Workstation it will be Encrypted for all of its users even if you add a new Windows user, however, based upon your message I feel you want to understand how to have a new user essentially take over the FDE'd device with the old user no longer being present or able to access the device. We actually have an article which should be able to help you move a FDE'd Workstation from an old user to a new user without having to decrypt it at all, please see here: http://support.deslock.com/KB287 - Moving a managed ESET Endpoint Encryption workstation to a new owner Thank you, Kieran
  11. Hi @Simon Simon, May I advise you acquire the following logs: https://support.eset.com/en/kb7123-eset-endpoint-encryption-diagnostics-utility and get in touch with your local ESET Support office: https://www.eset.hk/support Thank you, Kieran
  12. Hi @Simon Simon, File type is not limited, however File size can be, please see here for more information: https://support.eset.com/en/kb7584-file-size-limitations-in-eset-endpoint-encryption Thank you, Kieran
  13. Hi @Lockbits, Yes it is perfectly safe to upgrade to the latest version if your EEE Server is in Legacy Mode you'll only need to remove the ZIP file from the root of the EEE Server directory, the only reason your EEE Server is in Legacy Mode is due to you having previously installed DLPES v2.9.3 or earlier and then since upgraded to a later version. Thank you. P.S. Apologies for the late reply.
  14. Hi @Board Room, Thank you for getting in touch, please decrypt the Workstation before moving your machine from the HDD to SSD. Thank you, Kieran
  15. Hi @Lockbits, Due to the EEE Server being in what we call "Legacy Mode" if it recognizes a ZIP folder being within the C:\Program Files (x86)\ESET Endpoint Encryption Server or C:\Program Files (x86)\Deslock+ Enterprise Server it will attempt to use it for a Legacy Restoration. We do apologize for the confusion this has caused. Hope you have a lovely day. Kind Regards, Kieran
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