This article focuses on issues you may have when opening IRM-encrypted documents. To learn about IRM-encrypted documents, read our IRM security article.
Common authorization issues
To open encrypted files, users must sign in to the Ideals system with their authorization credentials (email and password) and, if enabled, a two-factor authentication (2FA) code. Users may encounter issues such as:
incorrect credentials
revoked access
a closed project
Important: Only the user who downloaded the IRM file can open it with their credentials. Other users will not have access.
How to Authorize When Opening IRM Files
Issue
Difficulty authorizing access to encrypted files.
Solution
Follow these steps to authorize access when opening an IRM file:
Open the Downloaded IRM File
Locate and open the downloaded file in your local file system.
Enter Your Credentials
Enter your VDR email and password.
If 2FA is enabled, enter the required code based on the format below:
OTP (One-Time Password):
password#SMS codeTOTP (Time-Based One-Time Password):
password#Authenticator_app_code
Note: TOTP is the default option if both OTP and TOTP are enabled.
Permission Change After Downloading IRM File
Issue
The user is unable to open an IRM file after using the correct credentials.
Solution
This issue may occur if an administrator has changed the user’s access level to the document after it was downloaded. Administrators can modify access levels, such as assigning Fence, View, or None. When permissions are revoked, the user will no longer be able to open the file, even with the correct credentials. However, documents already open at the time of revocation will remain accessible until the user closes the file.
Closed or Frozen VDR
Issue
Unable to access downloaded encrypted files due to VDR status.
Solution
If the VDR is closed or frozen, all access to downloaded encrypted files is disabled. This is a security measure that restricts document access when the VDR’s availability status changes.
Incorrect SMS Code Error Message in Excel
Issue
Receiving an "Incorrect SMS code" error when opening an IRM Excel file.
Solution
If a user encounters this error even after entering the correct credentials, try opening an IRM Word or PowerPoint document first. This workaround often resolves issues specific to Excel files.
IRM file session duration
Session duration for users without 2-factor authentication (2FA)
The system will remember the successful authentication and will not ask you to re-authenticate within a timeout period. The timeout is set to 8 hours. Once you open the IRM file with login credentials, there is no need to enter them each time the new file is opened.
Session duration for users with 2-factor authentication (2FA)
The 2FA code is valid only for 30 minutes. If you have 2-factor authentication enabled, you will need to enter your credentials again to open another document. Access to the previously opened document will not be denied.
Important: If you keep an encrypted file open, it will remain open even if the login timeout has passed or access is revoked. File permissions are only checked upon opening the file.