[AxCrypt SupportModerator]

Hello Andy,

Please follow the instructions here: https://forum.axcrypt.net/blog/send-complete-error-report/ and we can investigate this further.

[AxCrypt SupportModerator]

Hello William,

I understand your situation, but think about it logically. You write “I encrypted a new file with the same passphrase and it dycrypts with not problem” and then “All other files from three years ago to the one from last week all have the same problem“.

You also say that you’ve not changed the software (and I should add, there are no reports at all of any incompatibilities between AxCrypt versions that would cause this kind of symptoms).

My conclusion really has to be that the passphrase you used for the new file is in fact not the same passphrase as the one used three years ago. All this assuming that the message you’re getting is really AxCrypt saying that the passphrase is wrong. Just to ensure we’re talking about the same thing, you might want to send a screen shot of the error dialog.

Do consider that spaces are significant, as is upper/lower case.

[AxCrypt SupportModerator]

Hello Wahl,

If AxCrypt says “Access Denied”, that’s because Windows does not allow your user access to the files. There are many reasons why this may happen, but they are not to do with AxCrypt. Please Google and check NTFS file permissions and possibly also EFS Encrypting File System to determine what the cause may be. It may be as simple that you need to take ownership or give permissions.

[AxCrypt SupportModerator]

Hello Javier,

If the file does not end with .axx, one of two things apply:

1) The file is not in fact encrypted with AxCrypt.

2) You, or someone else, renamed them.

If you have tried to rename them, and they still are not possible to decrypt with the message “not an AxCrypt file”, then… situation 1) appear to apply. The files are not encrypted with AxCrypt.

You can also contact support and send screen shots of the errors and possibly a sample file.

[AxCrypt SupportModerator]

Hello William,

I am glad you like AxCrypt!

The absolutely best way to get support, if you’re a Premium (Trial or paid) user is to use the Premium support form when you are signed in to the web site, https://forum.axcrypt.net/ .

You are also welcome just to send an email to support att axcrypt dott net . We typically respond within one business day. For non-technical issues, send an email to info att axcrypt dott net .

[AxCrypt SupportModerator]

Hello William,

If the files have not changed, and the software has not changed… then I’m afraid it’s the password entered that has changed!

Please check for example that you don’t have num lock or caps lock, and also ensure that you’re not mixing up different passwords, it’s not uncommon.

[AxCrypt SupportModerator]

Hello,

Thanks for the info. We’ll have to look into this and see if we can reproduce the behavior.

 

[AxCrypt SupportModerator]

Hello Nikki,

A common cause for this is that someone has mistakenly encrypted the files using Windows Encrypting File System encryption. The easiest way to determine this is to look at how Windows Explorer displays the names. If the file names are displayed in green text, they are encrypted with EFS.

You then need to find who did that, and ask that person to decrypt them. If this is not the problem, it is indeed an access control issue – possibly on the share itself.

You can also try to copy them from the share to the local drive and see if you can access them there. This will help in understanding where the problem is – it’s not a solution, just a way of removing the network access issues from the equation.

 

[AxCrypt SupportModerator]

Hello Deej,

It sounds like your iOS device is not synchronized with your Google Drive. AxCrypt does not talk directly to the drive cloud service, it replies on the drive app synchronization mechanism.

On the side note, the forums are using a wordpress-based forum software. We don’t have any personal information about you, but the forums support something called a gravatar – and if you see yourself here, it’s because you have previously authorized this connection. See http://en.gravatar.com/ for details. It’s not something we do, it’s something you’ve done to allow any other supporting platform access to your ‘gravatar’. Presumably you can remove yourself from there.

[AxCrypt SupportModerator]

Hello Ramon,

Browse to http://www.axantum.com, klick the logo at the top left, and then select Download in the menu. (We’ll make this a little easier, but then again we don’t really want to encourage the use of obsolete, unmaintained software…).

[AxCrypt SupportModerator]

Hello Michael,

Can you be more specific about how it is not working? What do you do, and what happens? Do you get an error message? If you can post a screen shot it helps a lot!

[AxCrypt SupportModerator]

Hello Jon,

Backups are always essential for essential files. With, or without, AxCrypt.

Are you using AxCrypt 1.7 or 2.x ?

[AxCrypt SupportModerator]

Hello Sep,

I am happy it worked out for you! Good luck.

[AxCrypt SupportModerator]

Hello Jamie,

That’s an interesting scenario… There is always a problem with servers and long-running processes with credentials.

Right now we don’t support this out of the box I’m afraid, but it could probably be added relatively easily – *if* you are ok with storing the credentials in clear text somewhere on the server. Either directly in the startup command line arguments, or in an environment variable.

In the future we’ll support use of some form of credential store or encrypted credentials, but right now we don’t. The above can be implemented relatively easily, I think.

[AxCrypt SupportModerator]

Hello Sep,

The most common reason for decryption problems after a Windows restore or re-installation is that the file is (sometimes also) encrypted with Windows Encrypting File System, EFS. This is typically indicated by the file name being shown with green text in Windows Explorer, and the error message ‘Access Denied’.

In your case, you say you get “wrong file extension”, but say it is “.axx”. This can be caused for example by manual renaming of a file, while at the same time having file extensions hidden in Windows. The actual name might then be “My File.axx.txt” – but Windows only shows “My File.axx”.

Please send a screen shot of both the file in question in Windows Explorer, as well as the AxCrypt windows including the error message you get.

[Author]

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