Description
- This article provides guidance on possible issues that may occur when receiving attachments via Secure Download, as well as troubleshooting steps to resolve them.
Table of Contents
Details
Examples of Issues
Below are some common examples of issues.
[PDF-Related Issues] *When receiving PDF files
- PDF content appears garbled
- PDF appears blank and content cannot be viewed
- Only part of the PDF content is displayed / Only a portion of the content is visible
[Download Page-Related Issues]
- Clicking the download URL does not correctly redirect to the download page
- Opening the download URL displays an "Access Denied" error.
Error message: The link is invalid or no longer exists. - Opening the download URL displays a "Your connection is not private" message.
Troubleshooting / Workarounds
Please perform the following troubleshooting and workarounds on the recipient side.
The issue may be caused by your environment.
1. Open the file using a PDF viewer included in the supported environment (when receiving PDF files)
This product has been tested in advance for viewing in the following supported environments.
Please view the file using the OS/browser listed in the article below.
* If you use a PDF viewing application or browser extension, there may be compatibility issues that prevent the PDF from displaying correctly.
Reference: HENNGE One supported environments
2. Check if the issue occurs in your browser's non-cached mode
Check if the same issue occurs in Google Chrome's Incognito window or Microsoft Edge's InPrivate window.
This step is to confirm whether the issue persists even when browsing history, cache, and browser extensions are not affecting the session.
If the issue does not occur in the above step, please clear your browser cache.
Reference: How to clear cache
3. Copy the download URL and paste it directly into your browser's address bar
If the URL is displayed but clicking it results in an "Access Denied" error or similar, you may be able to access it normally using this method.
4. Explicitly allow the FQDN for Email DLP
In environments using web proxies or filtering functions, access to Secure Download may be blocked.
Please refer to the article below and allow the FQDN for Email DLP.
Reference: HENNGE One supported environments
* Since Secure Download is positioned as "a feature of Email DLP," the FQDN for this function is listed under the Email DLP section.
If the Issue Persists
If the issue is not resolved after performing all of the above, we will investigate via the company that has contracted HENNGE One as the sender (※). Please provide the following information.
- Detailed steps leading up to the error
* If possible, providing a video showing the operation and screen transitions will help us investigate more accurately - The problematic PDF file (when receiving PDF files)
File name: hennge_secure_download.pdf - Your environment (OS, browser, PDF viewing software, etc.)
- Screenshot of the error screen
* Please capture the entire browser window, including the URL bar and status bar - A text file with the URL displayed at the time of the error pasted into Notepad or similar