Reported Issues with HENNGE One

When using OneDrive on an iPad mini, the screen may become completely blank when moving a folder to another level.
If this issue occurs, please perform the following troubleshooting steps.

• If the device OS is not supported, update it to a supported version.
• If Secure Browser is not the latest version, update it to the latest version.
• Restart the device.
• Launch the Secure Browser app after closing all applications running in the background.
• Check whether the device has sufficient memory.
• Change the network in use （for example, from a carrier network to Wi-Fi）.
• Reinstall the Secure Browser app.
• Try accessing it from a corporate network environment or similar using a supported browser other than Secure Browser.
  HENNGE One System Requirements

If the issue does not improve after performing the troubleshooting steps, it may be device-dependent, and no technical resolution is currently in sight.
Changing the device in use may resolve the issue.

Due to Secure Browser's security-focused product concept, no technical resolution is currently in sight.
As a workaround, please perform the following Procedure.

• Word / PowerPoint
  1. Open a file that already exists in the online service.
  2. From the ［File］ tab, select ［New］－［Blank document］.
• Excel
  1. Open OneDrive.
  2. Select ［＋New］-［Excel workbook］.

A technical resolution is not currently in sight because this issue cannot be reproduced, and the investigation is ongoing.
Please reinstall the Secure Browser app.
When HENNGE Secure Browser App Is Updated, Device Authentication Is Required

For details of the issue and workarounds, please refer to the following article.
PDF cannot be previewed on Outlook on the Web (OWA) in HENNGE Secure Browser for PC (Ver. 3.1.15)

Automatic updates may fail in some ARM64 environments.
If the above issue occurs, the issue is expected to be resolved by downloading the installer for ARM64 again and running the installer.
[Secure Browser] Secure Browser Installation (Windows)

On the certificate selection screen displayed after clicking ［Certificate Login］ in Microsoft Edge on Windows OS,
scrolling may not be possible if multiple device certificates are installed.
If the above issue occurs, please perform either Solution ① or Solution ② below.

Solution 1

1. With the certificate selection screen displayed, minimize the browser window （the "-" button in the upper-right corner of the browser）.
2. Click the Microsoft Edge icon on the taskbar and display the browser again. All certificates will then be displayed, allowing you to select a device certificate.

Solution 2

Use a supported browser other than Microsoft Edge （Google Chrome or Firefox）.

When performing certificate login using Microsoft Authenticator, the authentication screen may appear multiple times as follows.

1. Launch Microsoft Authenticator from a Microsoft application such as Outlook.
2. The Access Control authentication screen appears, and press "Certificate Login."
3. After loading, the Access Control authentication screen appears again.
4. When you tap "Certificate Login" once more, the login process is performed according to the type of distributed device certificate (personal/shared/passwordless).

For this issue, it has not been determined whether the root cause lies with iOS or Microsoft, and there is currently no prospect of a technical resolution.
Normal certificate login is available after tapping the "Certificate Login" button a second time, so please tap the button twice.

We have confirmed that on the certificate selection screen displayed after clicking ［Certificate Login］ in Microsoft Edge, if you do not explicitly select (click) a device certificate, clicking the ［OK］ button will not transition to the next screen and ［Certificate Login］ cannot be performed.

If the device certificate login is unsuccessful or the screen does not change after clicking the ［OK］ button, please confirm that the Target certificate is selected on the certificate selection screen as shown below, and then click the ［OK］ button.

Users who have OTP configured in the Access Control access policy may be unable to log in using HENNGE Lock due to device or environmental factors.
If this issue occurs, please implement the following measures.

Solution 1

When granting permission from a HENNGE Lock push notification on a smartphone, because push notifications are an OS-level function, some factor within the OS may interfere after the Allow button is pressed and before the communication reaches the HENNGE server, preventing the communication from being delivered correctly.
Therefore, please open the HENNGE Lock app directly and press the ［Allow］ button.

Solution 2

If push notifications are no longer received from HENNGE Lock on an Android device after device migration or similar actions, OTP may need to be reset.
Press [Settings] - [Reset Push Notifications] from the three-dot menu in the upper-right corner of the screen to reset notifications.

Solution 3

Communication may be slow or blocked in the network environment you are using. Please change the network environment and try again.

Solution 4

On the approval request screen in HENNGE Lock, press "Enter OTP (6-digit number)," then enter the 6-digit password displayed in the HENNGE Lock app to log in.

Due to compatibility issues with the OS or ZIP client, files may be determined to have "no password."

Known cases

• When UTF-8 is specified for ZIP file name encoding
  If the ZIP archive settings include a UTF-8 encoding feature, please turn it off.
• When an entire folder is ZIP-encrypted on a PC or similar device and attached to an email
  If there are multiple files, do not place them in a folder; instead, select multiple files and archive them.
• When only 0-byte files are ZIP-encrypted
  Please include a 1-byte file in the archive.
• When file names / folder names containing environment-dependent characters are encrypted using certain ZIP encryption software
  Please use file names / folder names that do not contain environment-dependent characters.

We have confirmed that UCEPROTECT has registered the IP address range owned by Amazon (the entire AS16509) in its RBL.
This address range includes IP addresses used by Email DLP, and we have confirmed that emails sent to recipients using UCEPROTECT as a spam filter are incorrectly identified as spam and rejected.
Regarding this issue, HENNGE, as a user of the network included in AS16509, cannot individually request delisting, and action is required by Amazon as the provider; however, the prospect of improvement is unclear.
As a measure, please refer to the following article and contact the recipient, asking them to add the IP addresses used by Email DLP to the whitelist on their server.
Email DLP IP addresses are registered in an RBL

When a group already registered as a regular address group is overwritten and registered as a synchronized address group, the applicable address group is converted to a synchronized address group, but the registered addresses remain those of the regular address group before conversion.
This behavior may temporarily result in information that does not match the registration information in Google Workspace / Microsoft 365.
Since the registration is overwritten with the registration details on the Google Workspace / Microsoft 365 side during synchronization, please perform immediate synchronization.
※ If approver settings exist within the address group before conversion, the approver settings are retained after conversion to a synchronized address group.
Since approver settings are not updated during synchronization, if the applicable user exists after synchronization, the approver settings will continue to be retained.

Depending on the behavior of the security products you use, user click activity may not be recorded accurately.
If you have deployed email security-related products, add the sender IP addresses and domains of Tadrill training emails to the whitelist so that emails sent from Tadrill are excluded from detection and inspection by those products.
If you use Microsoft 365, please also refer to the following article.
Sandbox Bypass Configuration (Microsoft 365)
Please note that we have also confirmed that this issue may occur due to the behavior of web crawlers, such as those operated by Google; however, no technical solution has yet been identified.
We continue to investigate ways to exclude access records generated by web crawlers, but resolving this issue may require a medium- to long-term timeframe.