[Prabhukumar RModerator]

Hello Ephraim,

You can change your current AxCrypt account password to the old one(which is used for opening your files), using the change password feature. No need to uninstall and re-install the AxCrypt 2.x.

If you wish to change your AxCrypt account password, please sign in at https://account.axcrypt.net/Home/Login and do so using the ‘Password’ function under the ‘Settings’ menu.

Whenever a file is encrypted, it’s encrypted with a random key. That key, in turn, is encrypted with the user’s password AND with the user’s public key. When the user changes the password on the website, the private key is re-encrypted with the new password.

When you change (not reset) your password for your AxCrypt ID account, all files previously encrypted with that AxCrypt ID account will automatically open with the newly changed password.

When the user then sign-in with the app, the local encrypted copy of the private key is updated with the new encrypted version from the server.

Thus, the user can actually “change” password for all his/her files. Note that the file can actually still be opened with the original password, since the file encryption key is encrypted with that also, still (until it’s updated).

We are advising users to use strong passwords as you got it from our password manager. So, always use strong passwords to increase file security.

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

[Prabhukumar RModerator]

Hello Joan,

Please check your mobile enable the internet connection or not. If not connect to the internet connection your mobile. Please connect to the internet. Now sign in to the Axcrypt mobile app.

Internet is Required for the first time of login after creating an account or purchasing Premium/Business Subscriptions via the AxCrypt account site or app. Because AxCrypt app will try to fetch your subscription and account details from our secured servers to the locally installed AxCrypt app.

If the user’s system/app is not connected with the internet, then the AxCrypt app doesn’t know about your recent purchase or account/subscription updates. So After purchasing a subscription, you will need to sign in to the AxCrypt app with internet-enabled.

If the above does not help, please provide more information about the issue and write an mail to support@axcrypt.net .

[Prabhukumar RModerator]

Hello Piotr,

Please explain what kind of file type do you encrypt/open/save/decrypt the file.? And provide your system configuration(operating system, version,etc..)

Sorry to say, Please provide more information about the issue and write a mail to support@axcrypt.net

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/ . so that we will try to troubleshoot the same as soon as possible.

[Prabhukumar RModerator]

Hello Piotr,

AxCrypt is only limited by available hard disk space. When encrypting bulk amount of files or larger files, AxCrypt will take some more time to finish the encryption/decryption. AxCrypt performs as much as faster based on the user’s system configuration and the file size.

Also, We do have some performance issues(when working with more than 10000 files) and we are working on the application to optimize the performance when working with more files.

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/ . so that we will try to troubleshoot the same as soon as possible.

Please provide more information about the issue and write an mail to support@axcrypt.net

[Prabhukumar RModerator]

Hello Anonymous,

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 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……

Please explain what kind of file type do you encrypt? Are you getting any exceptions or error messages while using the AxCrypt app? If yes, what type of exception or error message you are getting? Please share the details of that exception or error message. If you can send a screenshot showing where the problem is, it often helps us understand.

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/ .

Please provide more information about the issue and write an mail to support@axcrypt.net .

[Prabhukumar RModerator]

Hello LAIGNIER,

In same forums page, we are responding to the Hans query.

We are already responded to your query. Still, you have any query please write to email to our support team support@axcrypt.net .  we are happy to help you.

[Prabhukumar RModerator]

Hello Daniel,

Based on email filter settings, sometimes it will be there in the user’s spam/junk folder. So please check once again check your junk/spam folders.

Please provide more information about the issue and write a mail to support@axcrypt.net . we are help you as soon as possible.

[Prabhukumar RModerator]

Hello Renato,

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. It can also happen when users 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.

Another scenario is that it is left-over after previous decryption was interrupted at the stage where the original is overwritten. The most common reason for this happening is that the file was damaged because of the early removal of a USB drive, or a disconnected network drive.

If the file is actually damaged to this extent, no, it can’t be fixed. The data is just not there to decrypt it.

I am sorry to say, If the recovered encrypted file is corrupted then AxCrypt will not able to decrypt the same.

But we have a feature called Try Broken File. You can able to decrypt the corrupted AxCrypt encrypted files by navigating the menu File | Options | enable Debug from the AxCrypt app.

Now you can able to see the Debug the menu in the AxCrypt app. From the debug menu you have to select Try Broken File.

Now 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 able to see the decrypted file in the location. Otherwise, AxCrypt can’t able to decrypt.

still, you are facing any issue, please provide more information about the issue and write a mail to support@axcrypt.net

[Prabhukumar RModerator]

Hello Greg,

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.

AxCrypt 2 uses a more robust method for the automatic re-encryption, which sometimes means you as the user have to tell AxCrypt to do it. You’ll see this by the “broom” icon becoming red. This indicates there’s something in need of “clean up”, i.e. re-encryption.

So after editing the encrypted files, we have to click the broom icon or sign out from the AxCrypt app to re-encrypt the updated files.

Please note: If you opened and updated an encrypted text file with notepad and at the same time you had opened another notepad application also, then you have to close both the opened applications to re-encrypt the encrypted files. You have to close all the opened corresponding applications properly.

After Closing all the opened corresponding applications properly now Broom icon is disabled. Now you can signout/Exit from the AxCrypt app. If not close the opened Application Broom icon is enabled only.(it indicate encrypted file(s) are open)

If the above does not help, please provide more information about the issue and write a mail to support@axcrypt.net.

[Prabhukumar RModerator]

Hello Denis,

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 Krisztina,

Recently you are installing any Antivirus? please check It might be happened because of some firewall/antivirus or other third-party applications are blocking the AxCrypt app. So please check the firewall or other software settings.

If you are using the latest version of AxCrypt app? If not means please uninstall the AxCrypt app 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……Now Check the same again.

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.

AxCrypt 2 uses a more robust method for the automatic re-encryption, which sometimes means you as the user have to tell AxCrypt to do it. You’ll see this by the “broom” icon becoming red. This indicates there’s something in need of “clean up”, i.e. re-encryption

So after editing the encrypted files, we have to click the broom icon or sign out from the AxCrypt app to re-encrypt the updated files.

Please note: If you opened and updated an encrypted text file with notepad and at the same time you had opened another notepad application also, then you have to close both the opened applications to re-encrypt the encrypted files. You have to close all the opened corresponding applications properly.

If the above does not help, please provide more information about the issue and write a mail to support@axcrypt.net .

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/ . so that we will try to troubleshoot the same as soon as possible.

[Prabhukumar RModerator]

Hello Edward,

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

AxCrypt encrypted files are still encrypted only if we delete/uninstall the AxCrypt app from the system. But we can’t open the encrypted files without AxCrypt app.

Please note: AxCrypt account and AxCrypt app are required to open/decrypt the AxCrypt encrypted files. Without AxCrypt app, we cannot decrypt the encrypted files.

So please check the tutorial to decrypt the encrypted files with the AxCrypt app https://www.youtube.com/watch?v=jyixJ03qmkg&list=PLHRiJs6YxUhgR9sd66jR4ao0EiCxPO7u6&index=4 .

If the above does not help, please provide detailed information in your query.

Please feel free to write a mail to our support support@axcrypt.net 

[Prabhukumar RModerator]

Hello JH,

You can send the encrypted file via email(Gmail, yahoo, etc..) to other users.

If they want to open the received encrypted file then we have to share the file password(which was used in the file encryption – the AxCrypt account password) with them or the files should be key shared with receivers’ email addresses. AxCrypt application is mandatory is decrypt the encrypted files.

If we do not want to share the password with others, then please use AxCrypt key sharing feature after encrypting the files. Let me explain more about the key sharing feature,

There is no need to share passwords in order to send or share files securely with others.AxCrypt has a key sharing feature letting you add recipients by email address, who when they receive the file can open it with their own AxCrypt password.

Key sharing embeds the shared key into the file. The file must thus first be key shared with the recipient, then sent or file shared. Please note that AxCrypt does not share or send the actual file. To see a quick instructional video explaining how to use key sharing, please view https://www.youtube.com/watch?v=9z3KOZD-Yks .

Sharing a secured file is made directly from the AxCrypt software by choosing the secured file, click the share button and simply select the team member you want to share it to. The recipient just needs a free AxCrypt ID and will be automatically invited via email if necessary. The invitation email contains instructions on how to view and edit the file.

[Prabhukumar RModerator]

Hello Tom,

If both the computers are connected with the internet, then you can open/decrypt the encrypted files with both the old and new passwords.

If your main system is not connected with the internet(means offline state), Then still, you can use the old password to sign in and open the encrypted files.

Password change will get detected, once you signed in to the AxCrypt app with internet-enabled.

Still, you can sign in to the AxCrypt app with your old password in your main system – AxCrypt local status. AxCrypt app warns you with local mode warning text to change the app status to local – when you used the old password to sign in.

As explained earlier, We can open the encrypted files with both the passwords.

If the local app cache is not cleared, then you can use the old password to sign in to the AxCrypt app. But you can open the encrypted files with both the old and new passwords.

Also, AxCrypt will work as you said in the quoted text.

[Prabhukumar RModerator]

Hello Anonymous,

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

Apologies for the inconvenience.

What exception or error you getting to install the AxCrypt app please explain? We are try to resolve the issue as soon as possible.

If you can send a screenshot showing where the problem is, it often helps us understand.

How to take a screenshot on your PC is explained here: https://support.microsoft.com/en-us/help/13776/windows-use-snipping-tool-to-capture-screenshots

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/.

please feel free to write a mail to our support support@axcrypt.net

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