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This section covers error messages that may be encountered when you are using Lizard Safeguard PDF Security writer.
CONTACTING LOCKLIZARD SUPPORT
If the problem you are experiencing cannot be found on this page then please email support@locklizard.com with the following information:
 Operating System you are running and version;
Exact error message;
Under what circumstances the error message is displayed.
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ERROR MESSAGES
Registration
Can't connect to license server. Check that you are connected, or a firewall is not stopping this connection
When I go to register my license file it tells me “the server is unavailable”
When trying to register I get the error message “license check failed server returned 407 response code”
License Check Failed. Server Returned 302 Response code
The license file I have received has an extension of .mim not .llw. I changed it to .llw but cannot register
Server Response code 504
Protecting PDF Documents
When protecting a PDF file I get the error message “failed to compute document id: error 32”
Failed to set document rights. Error code : 2
Failed to compute id. Error code : 5
Failed to query server, (couldn't resolve host name)
Problems accessing protected PDF documents
I uploaded some PDC files to my web server but I cannot access them
I have created a customer account but they have not received their license email. How do I resend it?
I changed the date when a customer account expired by increasing the expiry date but they cannot access any new documents I send them
GENERAL FAQS
A complete list of FAQs can be found in Chapter 7 of the Lizard Safeguard PDF Security Writer product manual.
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 protect PDF documents?
How do I register the PDC file extension with a IIS server?
How can I get users to open PDC files in the browser without having to save them to disk first?
My customer tells me they have not received their license file. How do I resend this?
Error Message “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 Safeguard Writer 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 programs registerwriter.exe and adminpage.exe. This is also true for personal firewalls that also need to authorize these programs.
NOTE: If you decide to disable your software firewall to register the writer 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 writer software but there may be occasions when this information is incorrect or unavailable and you will have to manually enter proxy settings in Safeguard Writer. Off the Windows Start menu > Programs > Lizard Safeguard PDF Writer > Proxy Settings is where you enter this information. See proxy settings.
Please note that if you purchased LockLizard Safeguard before the 20th December 2006 then the LockLizard admin server IP address is 82.165.43.29 or https://www.locklizard-license1.co.uk:8444/LockLizardLicensing. This server uses port 8444 for secure traffic and port 8080 for non-secure traffic. If your purchased or are evaluating LockLizard Safeguard after the 20th December 2006 then the LockLizard admin server IP address is 87.106.7.187 or https://www.locklizard-license2.co.uk/LockLizardLicensing. This server uses port 443 for secure traffic and port 80 for non-secure traffic.
Once you have registered the writer 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.
Error message when registering "License Check Failed. Server Returned 302 Response code"
This 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.
Error message “Server Response code 504”
This error message is displayed if access to port 8444 is blocked. Safeguard Writer needs this port open so it can communicate with the server. Please check with your company’s network engineers as this port needs to be open.
The license file I have received has an extension of .mim not .llw. I change it to .llw 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.
When protecting a PDF file I get the error message “failed to compute document id: error 32”
This error message is displayed for one of two reasons :
1) Adobe Acrobat, Adobe Acrobat Reader or another application is holding the PDF file you are trying to protect open. Close down any applications that are holding this file open. If this still does not solve the problem then also close Adobe Acrobat because the file may still be held open in memory.
2) you do not have administrative privileges on that computer. You must be logged on as a Windows Administrator to use Safeguard Writer.
Failed to set document rights. Error code : 2
There are two reasons why this error message may occur.
1) A document open password has been set on the document. This must be removed before you can protect a PDF document.
2) The source file you are trying to protect is not an Adobe compliant PDF file.
Failed to compute id. Error code : 5
You do not have modify permissions set on the file you are trying to protect. In Windows Explorer right-click on the file and select ‘Properties’. Then click on the Security tab and make sure the modify setting has been allowed.
Failed to query server, (couldn't resolve host name)
This error message is displayed if you are trying to register the writer or protect PDF files over a VPN.
You must have a direct Internet connection in order to register the writer and for communication with the LockLizard licensing server.
I changed the date when a customer account expired by increasing the expiry date but they cannot access any new documents I send them
If you change when a customer account expires (for example a customer subscribes to your publication for another year and you extend their account for another year) then these options only take effect when the Safeguard viewer next connects to the LockLizard Licensing server. This may be:
a) if the document controls state that the user must connect to the Internet every n days or every time before they can view the document.
b) if the user re-registers by double-clicking on their license file again.
c) when the viewer downloads a new document decryption key.
Any of the above will cause the keystore to be updated with the new user account details.
I have created a customer account but they have not received their license email. Why has this occurred and how do I resend the license email?
Since the email is sent by an automated server, some SPAM filtering systems may block this and prevent the email from getting through. If this happens you will have to re-issue the customer license manually. Click on the ‘Save to File’ link in order to save their license file to disk and then manually email the file to your customer. The ‘Save to File’ link can be found on the customer record below their username and password
GENERAL FAQS
What happens when I change or upgrade my computer - Do I need a new license?
Upgrading Computers
Lizard Safeguard can be re-installed on the same computer without you having to request an additional license from LockLizard. When you re-register with the old license details, the viewer software checks certain details with the administration server and lets the license be re-used. So if you upgrade your operating system, install over an existing installation, or upgrade the CPU you can re-install Lizard Safeguard, re-register with your old license information and continue using the product as before.
Changing Computers, Hardware or the OS
If you change computers, install a new primary hard drive, or re-install the operating system from scratch, then you will need to ask LockLizard for another license so that you can install the Writer software and register again.
Do I have to be connected to the Internet in order to protect PDF documents?
Yes. You must be connected to the Internet to protect documents because document access information is written to the administration server.
How do I register the PDC file extension with a IIS server?
If you have uploaded PDC files to your web server but you cannot access them then the most likely reason is that you have a Windows 2003 server running IIS.
If this is the case then the file's MIME type must be registered on the server before it will allow the file to be transmitted through the web server.
The procedure for registering a MIME type in IIS is given on the Microsoft page www.microsoft.com/technet/prodtechnol/WindowsServer2003/Library/IIS/44aa974e-ad27-4800-adfb-13c4ae39a602.mspx
For the extension type .pdc and for the MIME type PDC Viewer. Then restart the IIS server.
How can I get users to open PDC files in the browser without having to save them to disk first?
This setting can be set manually or by running a file that changes the Windows registry settings.
Changing settings in the Windows registry
If you are using the Safeguard system internally then most likely you will want to use this option. Two files are provided for this purpose.
PDCFile_no_confirm_after _download.reg - running this file causes IE to always open the file from the browser, without asking to save it.
PDCFile_default_confirm_after_download.reg - running this file causes IE to ask the user to open/save the PDC file. This is the default setting.
Download the ZIP file containing both files here
Manually changing settings
If the user is not allowed to run REG files (limited user account), he/she can manually change this setting from the Windows File Explorer Folder Options window.
Select the Tools menu > Folder Options > File Types. Select the PDC file extension on the file types list -> press the Advanced button -> uncheck the 'confirm open after download' checkbox and then press the OK button.
My customer tells me they have not received their license file. How do I resend this?
Since the license email is sent by an automated server, some SPAM filtering systems may block this and prevent the email from getting through. If this happens you will have to re-issue the customer license.
Manually sending the license email
Click on the ‘Save user license file to disk’ link (below the username and password) in the customer record (see below)
in order to save the license file to disk, and then manually email this file to your customer. You might want to include as part of the email, the Safeguard Viewer license file email text which can be copied from here.
Forwarding the license email address
You can enter a monitor email address on the admin system so that you receive a copy of all license file emails that are sent to your customers. You may want to use this function if a large number of your customers are not receiving their license file emails, so that you do not have to use the ‘save users license file to disk’ option every time. Instead you can simply forward them a copy of their license file by email.
By automated means
This can be achieved using the ecommerce integration function "Get customer license file". This request enables you to display the license file that would be sent to a customer on a web page so that it is immediately available to your customer, rather than them having to wait for an email to arrive before they can use your information. How this information is presented to your customer depends upon your own house style, but you could put a button or link to your web page, like Save File, so your customers can save the license file to disk.
PROXY SETTINGS
Proxy servers are used in some organizations to change the port addressing from the Windows default to another internally determined port number.
On some systems, because of internal security requirements, firewall controls are set to prevent internal applications from connecting directly to external web addresses. Further, to help prevent attacks from hackers, and prevent keyloggers and other programs commonly used by hackers, viruses and worms to send confidential internal data to outsiders, internal systems may use port addresses on the firewall that are not the standard ports. Finally, the firewall may require users who wish to use external services to authenticate themselves to the firewall before they are able to use external services.
To support these higher security requirements, Safeguard Writer allows you to configure your proxy settings into the writer.
Safeguard Writer will automatically pick up current proxy information from Internet Explorer. However, if your proxy requires authentication, a dialog box will be displayed where you must enter the user name and password needed to authenticate yourself to the proxy. Your internal IT department should be able to provide you with the necessary information.
There may be circumstances when you need to manually override these settings before you can register and use Safeguard Writer.
To manually configure proxy settings right click on the Windows Start menu and select Programs > Lizard Safeguard PDF Writer > Proxy Settings. The following dialog is displayed.
This dialog enables you to set the proxy from a configuration script or by manual entry.
Automatic configuration script
Safeguard Writer can be configured using a proxy administration PROXY.PAC file (a plain text file containing a JS function that will automatically configure the proxy settings to be used). In the 'Address' field, type in the full path of the Proxy.pac file you want to use (either an http:// path or a local file) and then press the LOAD button.
Below is an example proxy.pac configuration file that will make the writer (or Internet Explorer) go via a local proxy server if a connection is made to www.locklizard.com:
function FindProxyForURL(url, host)
{
if (shExpMatch(url, "http://www.locklizard.com*"))
return "PROXY 192.168.1.1:8080";
else
return "DIRECT";
}
Proxy server manual entry settings
To manually enter proxy settings, check the ‘Use proxy’ checkbox and then enter the address the proxy requires in the 'Proxy address' field. Your IT support group will be able to tell you the address you should enter here. Also, ask them if you need to enter a specific port address.
Safeguard Writer uses port 8444 or 443 to securely address (using HTTPS) the relevant administration server for the publisher whose product you have purchased (for internal systems this corresponds to the documents you are authorized to use). If your internal system requires the use of a different port for the connection you must enter it in the ‘Proxy port’ field.
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.
If your internal control system requires authentication at the firewall then check the ‘Proxy Authentication’ checkbox and enter in the fields provided the username and password that your IT department have allocated to access the firewall service.
If you do not supply the Proxy authentication data (username/password) but the proxy server requires authentication, a dialog box asking for the username and password will be automatically displayed when Safeguard Writer tries to connect to the Internet.
If the "Use Proxy" check box is not checked, then the writer will use the Internet Explorer settings for the Internet connection (assuming the proxy settings are defined in IE).
NOTE: If Safeguard Writer is running whilst you have been adding or changing proxy settings then it must be restarted (or the current document reopened) to apply the modified proxy settings.
You only need to run the utility once unless someone decides to change your internal proxy settings and they cannot be automatically picked up by the writer software.
NOTE: If you are evaluating Lizard Safeguard (free 15 day trial) then Safeguard Writer uses port 443 to securely address (using HTTPS) the LockLizard administration server.
Lizard Safeguard Secure PDF Writer troubleshooting guide. Covers errors you may encounter when using Lizard Safeguard secure pdf writer with documents protected by Lizard Safeguard PDF Security. | |
