Symptoms & Error:


 User is getting the below pop-up message while trying to open the protected document:


 

Solution 1: 

  • If the user is not able to access the protected document through system and getting the request access pop up, user can always add a note to the owner and request for the access as user is not having any permissions on the document.
  • The owner should right click on the protected file --> Track and manage --> View permissions and check whether owner has given that user necessary permissions to view the file.
  • Owner needs to ensure the correct email-id of the user while assigning the permissions on the file.
    A screenshot of a computer Description automatically generated

 

Solution 2:

  • To confirm the permissions on the file, GSA can login to Policy Server portal.
  • Go to Policy Server URL >> Click on "Files" tab >> Search with File name or File ID >> Click on "Key" icon to View Permissions.
  • Check in "Recipients" if the user is present, and verify the permissions assigned.
  • If any group is added as recipient, then ensure that the user is a part of that group in AD.
    A screenshot of a computer Description automatically generatedA screenshot of a computer Description automatically generated 

Solution 3:

  • When user tries to access the file on the browser and gets the request access pop up.
  • In this scenario the owner of the file should make sure that the user has lite view permissions, so that the file can be opened in the browser. 


    A screenshot of a computer Description automatically generated


 Solution 4:

  • While accessing the protected file through VDI environment (Citrix, AWS workspaces) or Remote Desktop Connection, owner should make sure that he has granted screen capture rights to allow user to access protected documents in VDI environment or Virtual environment.
  • User can get in touch with the file owner and request owner to give screen capture permission to access the file.
    A screenshot of a computer Description automatically generated

 

Solution 5:

  • If the protected file has an expiry date set and user, owner of the protected file needs to ensure he has set the right expiry date on the document and the user should open the document inside the expiry date. 
    A screenshot of a computer Description automatically generated 

Solution 6:

  • If the protected file has -lock file to device on first use permission or IP Address Restrictions.
  • In this scenario the owner of the file should make sure that he unchecks the following option so that the user is able to open the file on a different system.
  • Also, if the owner has added IP restrictions on the file and the user is trying to access the file from that IP address user will get the request access pop up.A screenshot of a computer Description automatically generated 


 

Need more help? 

Contact Seclore Support

 [email protected]