Target
Recipients who have received files attached in HENNGE Secure Download format are the target audience.
Purpose
This article provides guidance on the potential issues that may arise when receiving files in HENNGE Secure Download format, as well as troubleshooting steps to follow in case issues occur.
Details
This article is structured as follows:
Example of Issues
Troubleshooting / Workaround
If the Issue Persists
Example of Issues
Below are common examples of issues:
【Issues Related to PDF Content】( When Receiving a PDF File )
・Garbled text in the PDF content
・PDF appears blank with no visible content
・Only a portion of the PDF content is displayed / Only part of the content is visible
【Issues Related to the Download Screen】
・Clicking the download URL does not correctly redirect to the download screen
・Clicking the download URL displays an "Access Denied" error
Error message: The link is invalid or no longer exists.
Troubleshooting / Workaround
As the issue may be due to the environment, recipients are advised to try the following troubleshooting steps and workarounds.
1. Open the file with a standard PDF viewer( When Receiving a PDF File )
Our product has been confirmed to operate in the following "Operating Environment"
Please view with the OS/Browser listed in the following article
※In cases where applications or browser extensions are used to view PDFs, there may be compatibility issues causing the PDF not to display correctly
Reference: HENNGE One Operating Environment
└1. OS/Browser ＞ HENNGE Access Control / HENNGE Email DLP / HENNGE Email Archive / HENNGE Secure Transfer
2. Check for reproducibility in the browser's non-cache mode
Non-cache mode refers to Google Chrome's Incognito window or Microsoft Edge's InPrivate window. This is intended to verify if the issue can be reproduced without the influence of browsing history, cache, or browser extensions
3. If the issue is not reproducible with the above steps, clear the cache of your browser
Reference: How to Clear Cache
4. Copy the download URL and access it directly by pasting it into the browser's address bar
If you encounter errors such as "Access Denied" even though the URL is displayed, this method may allow you to access the content successfully
4. Explicitly allow the FQDN of HENNGE Email DLP
In environments using web proxies or filtering functions, access to HENNGE Secure Download may be blocked
※As HENNGE Secure Download is part of "HENNGE Email DLP functionality," the FQDN of this feature is listed within the HENNGE Email DLP section.
Reference: HENNGE One Operating Environment
└2. Network ＞ FQDN (URL)
If the Issue Persists
If the issue remains unresolved after trying all the above steps, we will investigate via the company that has contracted HENNGE One (※), so please provide the following information:
・Detailed steps until the error occurs
Providing a video showing the operations and screen transitions will enable a more accurate investigation
・Problematic PDF file( When Receiving a PDF File )
File name: hennge_secure_download.pdf
・Environment details (OS, browser, PDF viewing software, etc.)
・Screenshot of the error screen
Include the URL bar, status bar, and ensure the entire browser window is visible
・Text file with the URL displayed when the error occurs
※Reference: If the Issue Persists
└ 2. For customers not contracted with HENNGE One