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Problem opening office documents which has password protection. Docx,xlsx

I am having problem opening any document that were sent to me by clients which they have put in place password encryption within the excel or word documents, docx and xlsx.

It will prompt that file is corrupted when trying to open it. I can open the same document on a non safeguard machine though.

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0 Haridoss Sreenivasan over 5 years ago

Hi George,

Are these files sent via email or are you transferring it via a storage device?

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 George Leong over 5 years ago in reply to Haridoss Sreenivasan

The files are received via email
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0 George Leong over 5 years ago in reply to Haridoss Sreenivasan

The files are received via email
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0 George Leong over 5 years ago in reply to George Leong

Any updates?
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0 Haridoss Sreenivasan over 5 years ago in reply to George Leong

Hi George,

Sorry for the late reply, You said that the files are password protected, are these files encrypted by any chance, if so, If so are these files encrypted via Safeguard encryption?

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 George Leong over 5 years ago in reply to Haridoss Sreenivasan

These files are not encrypted by safeguard at all.

They are documents received from client who had password protected in using the office native password encryption.
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0 Haridoss Sreenivasan over 5 years ago in reply to George Leong

Hi George,

In that case, I should ask, Is your Safeguard machine encrypted with Volume based or File-based encryption? I think the file that you are downloading from email gets encrypted (by Safeguard) as soon as you download it on to your machine, and when you try to open the password protected (already encrypted) file, you are seeing the error.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 George Leong over 5 years ago in reply to Haridoss Sreenivasan

We are using application based encryption.
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0 George Leong over 5 years ago in reply to George Leong

Hi,

So is there any resolution for this problem?
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