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 MessageLock Product Support Obtaining Support
Encryptomatic provides support for MessageLock through its trouble ticket system. Prior to opening a trouble ticket, please review this page for answers to the most common questions. You may also also contact live support staff when available, or log a support request via help center. Help us continue to provide free support: before contacting us for help, please check below to see if the answer to your concern has been published. We invite you to visit the MessageLock FAQ Page. Is Your Microsoft Office Software Up-To-Date? Why won't MessageLock install?
I installed MessageLock, but it's not loading Close out of Outlook, wait one full minute, and restart Outlook. Allow a full minute for MessageLock to load the first time it runs. Open a new email message. You should now see the MessageLock toolbar. If the problem is not resolved, check to make sure the MessageLock add-in is active. In Outlook, go to Tools > Options > Other (tab) > Advanced Options > Com Add-ins (click here to see the Com Ad-in screen). Is there a check in the box next to the MessageLock add-in? If not, check the box and save, then exit and restart Outlook. [Note: If you did not see MessageLock in the Com Add-in list, its likely the installation failed. You should uninstall MessageLock by using the Windows add/remove programs function. To do this, go to Control Panel > Add/Remove Programs > MessageLock, and attempt to re-install.] If MessageLock is registered as a Com add-in, but you still do not see the toolbar, check to see if MessageLock was disabled by Outlook. In Outlook, go to Help > About Microsoft Outlook > Disabled Items. If MessageLock appears in the disabled items list, highlight it by clicking on it, then click Enable. Now exit from Outlook, wait one full minute, then restart Outlook. MessageLock should start; if it does not it is likely there was a problem with the installation. In this case, uninstall MessageLock from Control Panel>Add/Remove Programs > MessageLock. Download and reinstall MessageLock from www.encryptomatic.com. If the problem continues after re-installation, and if you are running other plug-ins, consider disabling those plug-ins and re-starting MessageLock. If MessageLock runs, then you'll need to consider which plug-ins are more useful to you. Although we test MessageLock with certain plug-ins, it's impossible for us to test against all of them; we would appreciate it you would report any plug-in conflicts to us by sending an email to support@encryptomatic.com so we can address it in updates. If none of these steps has solved your problem, we recommend uninstalling this version of MessageLock permanently. We would like you to contact us at support@encryptomatic.com, so that we can learn from your experience and correct it in a future release. My zip utility can't open the MessageLock file There are many zip utilities on the market, and they are not all created equal. MessageLock is compatible with zip utilities that support the traditional zip 2.0 encryption, and the WinZip standard for implementing AES 128 and 256 bit encryption. WinZip's AES encryption implementation is increasingly found in other zip utilities, but not all of them have this capability yet. We suggest upgrading your zip utility to WinZip (version 10 was the current version as of this writing) or the free TugZip or IZArc utilities. PKZip also offers a free zip reader. It's always useful to have a modern zip utliity on your computer. Visit the MessageLock FAQ Page for the answers to other questions.
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