[Prabhukumar RModerator]

Hello Jacques,

Sorry to say, Please explain in your question more details and write an email to support@axcrpypt.net. we will try to resolve the issue.

Please note: We are stopped developing new features and fixing issues for the legacy version(AxCrypt 1.x). we will not be actively developing 1.x, nor will support be a priority. We are advising users to use AxCrypt 2.x latest.

[Prabhukumar RModerator]

Hello John,

Please avoid sending a same query in different mediums. You may get duplicate response.

Please send the complete error report with some screenshots, so that we will try to troubleshoot the same as soon as possible.

You can also send the complete error report to troubleshoot the issue. Please follow the detailed instructions to take the complete error report: https://forum.axcrypt.net/blog/send-complete-error-report/ .

Also please send your system information, Operating system, etc… Please write a email to support@axcrypt.net.

[Prabhukumar RModerator]

Hello luis,

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 http://blog.axantum.com/2012/07/axcrypt-used-for-ransom-attacks.html for a longer discussion of what I know about this affair.

[Prabhukumar RModerator]

Hello Luis,

Please avoid sending the same query in different mediums. You may get duplicate response.

We are investigating the same and solve the same as soon as possible.

Please note: AxCrypt uses the standard Windows Installer technology for install and uninstall. There should be no specific issues with that. You can install/uninstall the software as normal.

[Prabhukumar RModerator]

Hello  Al Rose,

Thanks for sharing the detailed information.

We have tried to recreate the same scenario with our local environment. But not able to recreate the same.

Still, we are investigating the issue, we will get back to you.

If you have any other queries, please contact our support team support@axcrypt.net.

[Prabhukumar RModerator]

Hello Luis,

Sorry to say, Please explain in your question more detailed information and screenshot and write an email to support@axcrypt.net.

[Prabhukumar RModerator]

Hello Narendra,

You can use the AxCrypt app with a free subscription to decrypt/open all your encrypted files. You can always decrypt your encrypted files without any paid subscription(s).

I hope, your problem will get resolved. If not, please write the email to support@axcrypt.net with detailed information and a screenshot.

[Prabhukumar RModerator]

Hello Miralba,

I think, you might clicked the Reset button in the sign in password dialog. That button is used to reset the AxCrypt account data in the locally installed AxCrypt app. That means, it will clear all the local contents cache of the AxCrypt app and restart the app like a freshly installed one.

Then you have to provide your account email address and password again to sign in to the AxCrypt app.

It is not an issue, the AxCrypt app Working like that only. Don’t worry about it.

still, if you are facing any issue please contact our support support@axcrypt.net.

[Prabhukumar RModerator]

Hello Ron,

Please install the AxCrypt app in your other system/device, then open the encrypted file in the system.

AxCrypt application and account is mandatory is decrypt the encrypted files. AxCrypt app encrypt file(s) with the .axx extension. AxCrypt encrypted files have their own file structure and AxCrypt app only can interpret and open those file(s). That’s the way AxCrypt was designed. Other than .axx extension files, can’t be opened by the AxCrypt app. No other application(s) can open the AxCrypt encrypted files.         

Please check out our video tutorials at https://www.youtube.com/channel/UCoSoXBjq6iCG5232fHoWStA and our other documentation at https://forum.axcrypt.net/information/get-started/ to get started with AxCrypt.

I hope, your problem will get resolved. If not, please write the email to support@axcrypt.net with detailed information and a screenshot.

[Prabhukumar RModerator]

Hello Patrizia,

It might be because of some third party applications or any firewalls are blocking the AxCrypt application and its files.

If you have updated the encrypted files contents and which is pending for re-encryption, then please check the folder(C:\Users\”User Name”\AppData\Local\AxCrypt). If you found any subfolders inside the AxCrypt folder, take a back up of those folders. Then clean the local cache by the below described way.

Please delete the folder(%LocalAppData%\AxCrypt(C:\Users\’User Name’\AppData\Local\AxCrypt) to clear the local cache and starts the AxCrypt app like a new.

Then uninstall the AxCrypt app and restart the system and install the latest version of the AxCrypt app. You can download the same from our official website: https://forum.axcrypt.net/download/ .

Now install the AxCrypt app and try to start AxCrypting……

If the above does not help, Please send the complete error report with some screenshots of the exceptions, so that we will try to troubleshoot the same as soon as possible.

You can also send the complete error report to troubleshoot the issue. Please follow the detailed instructions to take the complete error report: https://forum.axcrypt.net/blog/send-complete-error-report/ .

Also please write the email to our support team support@axcrypt.net. we are happy to help you.

[Prabhukumar RModerator]

Hello Colin Hoppe

I Hope, Your problem was resolved.

If not, please send the complete error report with some screenshots of the exceptions, so that we will try to troubleshoot the same as soon as possible.

You can also send the complete error report to troubleshoot the issue. Please follow the detailed instructions to take the complete error report: https://forum.axcrypt.net/blog/send-complete-error-report/. Also please write the email to our support team support@axcrypt.net. we are happy to help you.

[Prabhukumar RModerator]

Hello Colin Hoppe

You cannot have both AxCrypt 1.x and 2.x installed at the same time/system. Please uninstall the old version(1.x) and restart the system then use the latest version(2.x). Now check the same again. still, if you have a problem, please write the email to support@axcrypt.net with detailed information and a screenshot.

AxCrypt 1.x and 2.x are compatible in the sense that 2.x can open all files secured with 1.x.

Files secured with AxCrypt 2.x are not possible to open with AxCrypt 1.x.

Anyone installing with the new version, to create an account and provide an email address. The email address is mandatory for the latest version(2.x).

[Prabhukumar RModerator]

Hello greg,

Please uninstall the previous version(2.1.1598.0) AxCrypt app first in your system then restart the system then install the latest version(2.1.1606.0) of the AxCrypt app.

You can download the same from our official website: https://forum.axcrypt.net/download/ . Now install the AxCrypt app and try to start AxCrypting……

I hope, your problem will get resolved. If not, please write the email to support@axcrypt.net with detailed information and a screenshot.

[Prabhukumar RModerator]

Hello Molinero,

Sorry to hear this.

Please explain the exact scenario and write the step by step process and some screenshot. we are trying to find the issue and fix the issue as soon as possible.  Also please write the email to our support team support@axcrypt.net. we are happy to help you.

[Prabhukumar RModerator]

Hello Miralba,

I think, you might clicked the Reset button in the sign in password dialog. That button is used to reset the AxCrypt account data in the locally installed AxCrypt app. That means, it will clear all the local contents cache of the AxCrypt app and restart the app like a freshly installed one.

Then you have to provide your account email address and password again to sign in to the AxCrypt app.

Do you remember the password? or do you forget the password? Please explain more details and screenshot also please write an email to our support team support@axcrypt.net.

[Author]

Posts