Help with client

[Yasha]

Hello,
We recently installed AxCrypt on one of our clients computers. He came back to us a couple days later and said some of his files were encrypted without him encrypting. When we went to decrypt them it asked us for our password. We entered the password and it didn’t work. We even reset our password and tried again. Some files were able to decrypt but others weren’t.

~Thanks

Yasha

[Prabhukumar RModerator]

Hello Yasha

AxCrypt application will not encrypt/decrypt files automatically. Without user interaction AxCrypt application will not encrypt/decrypt the file in the user’s system. If you encrypt the file/folder, you will encrypt the file manually.

The AxCrypt app will be monitoring the folder path, When we add a folder in the secured folders list.

Monitoring the folder path is for re-encryption process. If the file in fact is located in a folder designated as “Secured”, it will soon be re-encrypted again since those folders are monitored for unencrypted files and will encrypt them when you sign out, or click the “Broom” clean up icon.

Please check do you add any folders in the secure folder section. –if yes, Please completely remove the folder from the secured folder. Now check the same.

AxCrypt will allow the users to decrypt the encrypted file with the original password which is used for encryption.

If the file was encrypted with a different password than your sign in password, then you have to enter the file password while viewing/decrypting the encrypted file.

For example: Try to encrypt a file with your AxCrypt password and then reset your AxCrypt account password using Reset Password Feature. Now if you open the encrypted file, you will be prompted for enter the file password (which is used for encryption of the file).

If you are asking any Queries, please write to Support@axcrypt.net. we are happy to help you.

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