CONTACTING YOUR PUBLISHER If the problem you are experiencing cannot be found on this page then please contact your publisher. They will need the following information from you:  Operating System you are running and version  Exact error message  Under what circumstances the error message is displayed  Please use the 'Contact Service Support' option from the Help menu wherever possible so that important version and machine details are given to your publisher.

ERROR MESSAGES

GENERAL FAQS

 What happens when I change or upgrade my computer - Do I need a new license?

 Do I have to be connected to the Internet in order to view secure PDF documents?

 How do I open a PDC document directly from Internet Explorer or any other browser?






When I go to install the viewer by double-clicking on the exe file, it tells me the file is corrupted

This error message is displayed if you have not downloaded the complete file.  Delete the partially downloaded file and re-download the software.  Once you have done that, check the file size published on the web site and compare it with the one you have locally on your disk to make sure it is the same.  



The license file I have received has an extension of .mim not .llv.  I change it to .llv but still cannot register.

This is because you are using AOL or IM as an email client and AOL / IM has corrupted the license file and changed the file extension.

Use the .llv file contained in the zip file instead.  Save the zip file to disk, unzip it and then double-click on the .llv file.



We cannot connect to the license server by Internet. Please check that you are connected, or that a firewall is not stopping this connection.

This error message will be displayed if either a firewall or proxy is stopping the Safeguard Viewer from getting to the Internet.

If you are behind a company firewall then your IT department may have to configure the firewall to accept an outbound connection for the viewer program pdcviewer.exe on on the appropriate port and allow access to the LockLizard licensing server.

The information for the server your publisher is using is displayed in the license file and can be viewed with Windows Notepad or a similar application.  If the URL is https://www.locklizard-license1.co.uk:8444/LockLizardLicensing (IP address 82.165.43.29) then port 8444 is used for secure traffic and port 8080 for non-secure traffic.  If the URL is https://www.locklizard-license2.co.uk/LockLizardLicensing (IP address is 87.106.7.187) then port 443 is used for secure traffic and port 80 for non-secure traffic..

To find out if you can access port 8444 please click on the following URL - https://www.locklizard-license1.co.uk:8444/LockLizardLicensing/writer_admin.jsp.  

If you see a LockLizard branded web page then port 8444 is open, and you should be able to successfully register Safeguard Viewer.  If you receive a blank screen or a browser error message page (i.e. this page is unavailable or cannot be displayed) then port 8444 is closed and you won’t be able to register Safeguard Viewer.  Outbound and inbound traffic must be enabled on this port.  If your network administrator does not allow traffic on this port then you can use port 8080 instead.  To do this, edit the license file using Notepad and change HTTPS to HTTP and port 8444 to port 8080 and save the file.  Then use the 'Remove Keystore' option from the Windows Start menu > Programs > Lizard Safeguard PDF Viewer menu.  Once you have done this, double-click on the license file to register.  If the license file already uses port 8080 then please check with your network administrator that inbound and outbound traffic is enabled on this port.

NOTE:  If you decide to disable your software firewall to register the viewer software then remember you must reboot your computer before it will take effect (software firewalls remain memory resident even after you disable them).

In the case of proxy servers, proxy settings are automatically picked up from Internet Explorer by the viewer software but there may be occasions when this information is incorrect or unavailable and you will have to manually enter proxy settings in Safeguard viewer.  Off the Windows Start menu > Programs > Lizard Safeguard PDF Viewer > Proxy Settings is where you enter this information.  See proxy settings.

Once you have registered the viewer it does not need the proxy settings again unless someone decides to change your internal proxy settings.



When I go to register my license file it tells me “the server is unavailable".

Please try registering again.

If the problem continues then the most likely reason for this is that you are using a proxy to access the Internet.  Make sure you have entered the correct proxy settings and then try again.  See proxy settings.



When trying to register I get the error message “license check failed server returned 407 response code”

The most likely reason for this is that you are using a proxy to access the Internet.  Make sure you have entered the correct proxy settings and then try again.  See proxy settings.



Server Response code 504.

This error message is displayed if access to port 8444 is blocked.  Safeguard Viewer needs this port open so it can communicate with the server.  Please check with your company’s network engineers that this port is open.

If you are evaluating Lizard Safeguard then this error message is displayed if access to port 443 is blocked.

To find out if you can access port 8444 please click on the following URL - https://www.locklizard-license1.co.uk:8444/LockLizardLicensing/writer_admin.jsp

If you see a LockLizard branded web page then port 8444 is open, and you should be able to successfully register Safeguard Viewer.  If you receive a blank screen or a browser error message page (i.e. this page is unavailable or cannot be displayed) then port 8444 is closed and you won’t be able to register Safeguard Viewer.  Outbound and inbound traffic must be enabled on this port.  If your network administrator does not allow traffic on this port then you can use port 8080 instead.  To do this, edit the license file using Notepad and change HTTPS to HTTP and port 8444 to port 8080 and save the file.  Then use the 'Remove Keystore' option from the Windows Start menu > Programs > Lizard Safeguard PDF Viewer menu.  Once you have done this, double-click on the license file to register.  If the license file already uses port 8080 then please check with your network administrator that inbound and outbound traffic is enabled on this port.



Acrobat could not open "<filename>.pdc" because it is either not a supported file type or the file has been corrupted.

This error message is displayed if you try and open a .pdc file directly from Adobe’s File Open menu or you have associated the .pdc file extension with Adobe Acrobat.

To open a .pdc file you must double-click on the filename in Windows File Explorer or right-click on the file and select ‘Open With PDCViewer’.  Alternatively, you can open a PDC file from the Safeguard Viewer File Open menu.



License Check Failed. Server Returned 302 Response code.

This error message is displayed when the URL for the licensing server is redirected by a proxy server.  The most common reason for this message is that your organization strictly controls access to web sites and the LockLizard Licensing server has not been added to the authorized list. 



License check failed. Can't find your account.

This error message is displayed if the license file has been corrupted due to it being transferred in ASCII mode rather than binary. Because of the wrong data transfer type, line breaks are not recognized properly, and so the viewer tries to connect to an invalid URL obtained from a wrong license text line.

Delete the keystore (off the Windows Start menu select Programs > Lizard Safeguard PDF Viewer > Remove Keystore) and then try registering again.  Make sure that you use the license file contained in the zip file as that will remain untouched.



Failed to read license information. Invalid license data.

This error message is displayed if the license file has been corrupted.  This could be due to it being transferred in ASCII mode rather than binary or an incomplete file.

Delete the keystore (off the Windows Start menu select Programs > Lizard Safeguard PDF Viewer > Remove Keystore) and then try registering again.  Make sure that you use the license file contained in the zip file as that will remain untouched.



Failed to check document access.  Can't find your account.

This error message is displayed if the license file has been corrupted.  This could be due to it being transferred in ASCII mode rather than binary or an incomplete file.

Delete the keystore (off the Windows Start menu select Programs > Lizard Safeguard PDF Viewer > Remove Keystore) and then try registering again.  Make sure that you use the license file contained in the zip file as that will remain untouched.



Failed to query server, (couldn't resolve host name).

This error message is displayed if you are trying to register the viewer or view protected files over a VPN.  

You must have a direct Internet connection in order to register the viewer and for communication with the LockLizard licensing server.



The requested URL_LockLizardLicensing_CheckLicense was not found on this server (displayed if a proxy is running).

Can't connect to server www.locklizard-license.co.uk Error 12003. An extended error was returned from the server.

We cannot register your account because the server is not available.

The most likely cause for any of these error messages is that access to port 8444 is blocked.  Outbound and inbound traffic must be enabled on this port.

If your network administrator does not allow traffic on this port then you can use port 8080 instead.  To do this, edit the license file using Notepad and change HTTPS to HTTP and port 8444 to port 8080 and save the file.  Then use the 'Remove Keystore' option from the Windows Start menu > Programs > Lizard Safeguard PDF Viewer menu.  Once you have done this, double-click on the license file to register.

If the license file already uses port 8080 then please check with your network administrator that inbound and outbound traffic is enabled on this port.



Failed to get document access key. Server returned 502 response code.

This message is displayed if the licensing/administration server is busy.

If you are connecting via an ISA server, the ISA server can trigger this error message under heavy stress.  Please try opening the document again.



An error has occurred while retrieving document access key.  Unexpected end of file from server.

The most likely reason for this is that the viewer is loosing packets due to a poor or inconsistent Internet connection.

Open a DOS Command Prompt window and type: ping -l 2000 -t www.locklizard-license1.co.uk

NOTE: You may have to replace the server URL with the server name you are connecting to, since it may be different from the one above.  If you are unsure, please ask your publisher for the correct URL.

The command will display the response time and packets.  If packets are being lost, the viewer software can't check with the server for license rights and the decryption key can't be properly downloaded.  If this is the case you will need to check your connection and retry when it is stable.  Show this problem (the packets loss over a ping command) to your ISP, or, if you are part of a private/company network, then you need to get the network administrator to fix this problem.



"You do not have the correct key that is required to decrypt this document” is displayed but you have been given access to the document.

There are four reasons why this error message may occur:

1)  The most likely reason is that the file is incomplete (partial download).  Please compare the file size of the PDC file against the file size listed on the publisher’s server.  If this information is not available then please ask your publisher for it.  If the file size is incorrect then you will need to re-download the PDC file.

2)  The PDC file itself is corrupt or has been corrupted during transfer (download or email).  Please ask the publisher to upload or send the PDC file in a zip file and then try opening the document again.

3)  Your hard disk is loosing sectors and the keystore has become corrupted.  If this is the case you will need to delete the keystore (off the Windows Start menu select Programs > Lizard Safeguard PDF Viewer > Remove Keystore).  You will then need to re-register again with the publisher by double-clicking on the license file that was originally sent to you.

4)  Only outbound traffic has been allowed on port 8444/8080.  If this is the case, you would have been able to register the viewer but the decryption key would not have been allowed to be transferred to the client since it would have been blocked by the port not being open.



You need to register with the publisher before you can view any protected documents.

Before you can view protected documents you must first double-click on the license file sent to you by your publisher in order to register.  If you have done this and this message still appears then the most likely reason is that you tried to register the viewer software over a VPN which will not work - you MUST have a direct Internet connection.

Delete the keystore (off the Windows Start menu select Programs > Lizard Safeguard PDF Viewer > Remove Keystore) and then try registering again, this time using a direct connection to the Internet.



Error 1284:68.  Can't connect to server www.locklizard-license1.co.uk.  Error 0. The server response could not be parsed.  Please check your internet connection and try again.

This message is displayed if the server response is truncated (the data sent from the server gets corrupted). This could be because:

1)  The license file has been corrupted.  Obtain a new license file from your publisher or register using the one contained in the zip file.  Before registering  again you will need to delete your keystore (off the Windows Start menu select Programs > Lizard Safeguard PDF Viewer > Remove Keystore).  Once you have done this double-click on the license file to register.

2)  A proxy is in use and proxy settings have not been configured in the viewer software.  See proxy settings.



Invalid document version. Supported version by viewer is 9. Document version is 11

You need to upgrade to the latest version of the viewer because document controls placed on the document are only supported in the latest viewer version.


Failed to set data for llisMod

This error message is displayed if you do not have rights to write to the viewer keystore. Either log on as a Windows administrator or ask your network administrator for the appropriate access rights.

GENERAL FAQS

PROXY SETTINGS