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Hello Graham,
We would request you to send an email to our support – support@axcrypt.net. We will help you.
Hello juliano,
If someone encrypted for example hacker, I am very sorry to hear that your client apparently are the victim of a hacker ransom attack against your files.
If the files are having an “.axx” file extension, then the files are encrypted with the AxCrypt app only.
However, please understand that AxCrypt is just a tool that is used by millions of legitimate users for good purposes. I am very sad that a hacker has chosen AxCrypt as the tool to perform the ransom attacks.
Unfortunately, in this case, AxCrypt is based on strong encryption, and it is generally not possible to crack the encryption.
What you must do is contact your local police and have them follow the money and Internet trail to the hacker. Since others appear to be in the same situation, you may want to contact media in order to make this problem more widely known, and also gain the possibility of a group action of all the victims against the hacker.
We cannot help, we are in no way involved, and there is no way to open the files without the passphrase used.
Please read AxCrypt used for ransom attacks for a longer discussion of what I know about this affair.
Hello Lo,
“Please avoid sending the same query in different mediums. You may get the duplicate response”
Hello Lo,
The error message indicates that the file simply is not an AxCrypt file – it checks the first 16 bytes for a unique value.
Most often, this error occurs because the file is not produced by AxCrypt, but rather a different kind of file accidentally renamed to end with .axx. Another scenario is that it is a left-over after a previous decryption was interrupted at the stage where the original is overwritten.
If you mistakenly rename non-AxCrypt files to end with .axx, in which case renaming back to its appropriate extension will fix the issue since the file was never encrypted in the first place in this scenario.
Still, you are not able to decrypt the file, AxCrypt provides a feature called Try Broken File. You can decrypt the corrupted AxCrypt encrypted files by navigating the menu File | Options | enable Debug from the AxCrypt app.
Now you could see the Debug the menu in the AxCrypt app. From the debug menu choose Try Broken File.
Then you will be prompted for file selection. Select the corrupted encrypted file and then AxCrypt will try to decrypt the file. If successfully decrypted, then you can see the decrypted file in the file location.
Unfortunately, If the file is actually damaged to this extent, sorry to say, no, it can’t be fixed. The data is just not there to decrypt it.
Still, you are facing any issue, please provide detailed information about the issue and write a mail to support@axcrypt.net. We are happy to help you.
Hello Sonja,
You have the same question asking in Support. We have already responded to your question via email. As we said, we have already forwarded your email to our financial team. Our team will get in touch with you shortly.
“Please avoid sending the same query in different mediums. You may get the duplicate response”
Hello SunnyNonsense,
Apologies for the delayed response.
Unfortunately, if AxCrypt discontinued its service, what will happen?
1) The AxCrypt app works offline to open/decrypt all of your encrypted files – still you can use the AxCrypt app with limited features in offline. So your files will be safe. Don’t worry about your data.
2) If you don’t have the AxCrypt software, you can download the build from wellknown reseller websites.
3) Yes, You can always backup your keys from the AxCrypt app windows version via File menu > Key Management > Export AxCrypt ID secret with sharing and access keys.
4) AxCrypt encrypted files can be decrypted only with the AxCrypt app. No other apps can decrypt the AxCrypt app encrypted files. Because each encryption softwares using their own encryption algorithm on top of the AES. And AxCrypt encrypted files has an unique file extension .axx and that’s our own file structure. So First need to decrypt all the files before going to use another encryption solution.
Still, if you are facing any issues, please write to Support@axcrypt.net. we are happy to help you.
August 25, 2024 at 04:29 in reply to: I'm not able to open encrypted files even though I logged in using my password. #37658Hello Erik van & John,
We have Fixed the issues and updated our application, We would request you to uninstall and re-install the Application.
Before uninstalling, please follow the below steps.
Please check the folder(C:\Users\’User Name’\AppData\Local\AxCrypt). If you found any subfolders inside the AxCrypt folder, take a backup of those folders. Then clean the local cache in the below described way.
Please delete the folder (C:\Users\’User Name’\AppData\Local\AxCrypt) to clear the local cache and start the AxCrypt app like a new one.
Then uninstall the AxCrypt app and restart the system then install the latest version-2.1.1689( Download AxCrypt | Encrypt and Decrypt files | Mobile, PC, Cloud ) of the AxCrypt app.
Hello Buffalo,
We have Fixed the issues and updated our application, We would request you to uninstall and re-install the Application.
Before uninstalling, please follow the below steps.
Please check the folder(C:\Users\’User Name’\AppData\Local\AxCrypt). If you found any subfolders inside the AxCrypt folder, take a backup of those folders. Then clean the local cache in the below described way.
Please delete the folder (C:\Users\’User Name’\AppData\Local\AxCrypt) to clear the local cache and start the AxCrypt app like a new one.
Then uninstall the AxCrypt app and restart the system then install the latest version-2.1.1689( Download AxCrypt | Encrypt and Decrypt files | Mobile, PC, Cloud ) of the AxCrypt app.
August 24, 2024 at 08:37 in reply to: I'm not able to open encrypted files even though I logged in using my password. #37649Hello Erik van,
Once the issue is resolved, we will update here
Hello Buffalo,
We are continuously working on to resolve the issues. Please allow us some time to resolve the issues. Once resolved, we will update here
August 23, 2024 at 12:46 in reply to: I'm not able to open encrypted files even though I logged in using my password. #37634Hello Erik van,
We are continuously working on to resolve the issues. Please allow us some time to resolve the issues.
Hello Jc and Doug,
Apologies for the inconvenience caused.
We have recently updated our application, We would request you to uninstall and re-install the Application.
Before uninstalling, please follow the below steps.
Please check the folder(C:\Users\’User Name’\AppData\Local\AxCrypt). If you found any subfolders inside the AxCrypt folder, take a backup of those folders. Then clean the local cache in the below described way.
Please delete the folder (C:\Users\’User Name’\AppData\Local\AxCrypt) to clear the local cache and start the AxCrypt app like a new one.
Then uninstall the AxCrypt app and restart the system then install the latest version-2.1.1687( Download AxCrypt | Encrypt and Decrypt files | Mobile, PC, Cloud ) of the AxCrypt app.
Still, if you are facing any issues, please write to Support@axcrypt.net. we are happy to help you.
Hello Fred,
We would request you to send an email to our support – support@axcrypt.net. We will help you.
Hello Robert,
We apologies! We would request you to send an email to our support – support@axcrypt.net. We will check and get back to you as soon as possible.
Hello petere,
Our team is effectively working on suggestions/requests/quires that come from customers. Your inputs are highly important for us so it would be great if you keep on sharing your suggestions. It will help us make our services better. We will inform our development team to investigate it.
We would request you to send an email to our support – support@axcrypt.net.
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