If you’ve logged into the Secure Reader previously with a different email address, your browser may have defaulted to that address’s credentials instead of the address that received the current email.  Check which account is currently logged in via the menu in the top right corner of the Secure Reader.  If that’s not the address to which the email was sent, simply click that menu and select the proper address.  If you’re not granted access immediately, just refresh the page.

If you need to update your Virtru extension or app, please see instructions below for the various platforms and clients.

iOS

1) Open the App Store app.

2) Select “Updates” from the bottom menu.

3) Tap “Update” beside Virtru App.

Outlook

1) Click on “Virtru” at the top of your inbox.

2) Select “Options”

3) Click “Check for Updates” and follow prompts to update.

**Please note Yahoo Mail is no longer supported by Virtru. For a list of platforms we do support, please go here.

Chrome

1) Paste “chrome://extensions” into your Chrome browser address field (without the quotes), hit Enter.

2) Click “Developer mode”.

3) Click “Update extensions now”.

Firefox

1) Paste “about:addons” into your Firefox browser address field (without the quotes), hit Enter.

2) Click “Remove” next to the Virtru extension. If that doesn’t work, try the steps detailed here: https://support.mozilla.org/en-US/kb/disable-or-remove-add-ons

3) Re-install the extension here: https://www.virtru.com/get-secure-email/

 

 

Android

1) Open the Google Play Store app.

2) Tap Menu Menu > and then My apps & games.

3) Tap “Update” beside Virtru App.

 

 

If the installation process is run As Administrator with UAC (User Account Control) turned off, the add-in will not appear or function in Outlook. To check if this is causing your issue, open your Run menu and type %appdata%. In the folder that opens, select Virtru > Virtru for Outlook > Logging and open the file “adxregistrator.log”.

Near the top of this log, you’ll see the following entries:

Run ‘As Administrator’:
Process Elevated:
Integrity Level:
UAC (User Account Control):

These values should be “No”, “No”, “Medium”, and “On”. If you’re instead seeing “Yes”, “Yes”, “High”, and “Off”, follow this procedure:

1) Open Control Panel > Programs > Programs and Features and uninstall Virtru.

2) Open Control Panel > User Accounts > User Accounts > Change user account control settings.

3) Move the slider to the highest or second-highest position.

4) Find the file VirtruForOutlookInstaller in your Downloads folder.

5) Right-click that file and select Properties.

6) On the Compatibility tab, make sure that “Run this program as an administrator” is NOT selected. If you made a change, click “Apply”.

7) On the Security tab, select your user account and make sure that you have full permissions for that file (click Edit and select Allow for all actions, then Apply).

8) Run VirtruForOutlookInstaller.

If this still doesn’t work, check to make sure you have at least version 4.5 of the .NET Framework. You can download .NET 4.5 here. You can also try running the .NET Framework Repair Tool to ensure that your copy of .NET isn’t damaged. If you are still having issues, please don’t hesitate to contact Virtru Support. We’re here and happy to help.

During the activation process, we send you an email that the Virtru add-in looks for in your inbox. If it can’t find this email, the activation won’t complete. (If you have seen this email arrive, skip to the next paragraph!) If you haven’t seen this email arrive, first search your mailbox for noreply-activation@virtru.com. If it isn’t found, you’ll need to check with your IT admin to determine if your network security settings have filtered out this email before it can be delivered.

If you have been receiving the email but activation still won’t complete, here are some possible causes:

– It’s being delivered to a different folder than the Inbox. In order to find the email, it needs to be in the Inbox. If it has landed in Spam, Junk, or any other folder (or sub-folder), just drag it to the Inbox while the authorization dialog is still running. Alternatively, you can widen the scope of Virtru’s search for that email by opening the Virtru menu and selecting Options > Account Activation. At the bottom of that window, check the boxes for both “Search all accounts for activation emails” and “Search subfolders of Inbox and Junk for activation emails.” Then select your email address and click “Activate Selected”.

– You use a URL checking or rewriting service such as Proofpoint. Our activation URLs are extremely specific, so any editing will render them ineffective. If this is the case, your IT admin will need to whitelist emails from @virtru.com to exempt them from the rewriting process.

If none of the above is able to get you activated, please contact Virtru Support.

**Our Support team will also want to review your Virtru logs, which you can send to us from the Virtru menu in Outlook by clicking Virtru > Debug Log > Send Debug Log to Virtru.

Outlook’s resiliency settings control which add-ins are loaded at startup. If Virtru is consistently being returned to the Inactive state, you’ll need to reset those resiliency settings.
Here’s how:

1) Uninstall Virtru from Control Panel > Programs > Programs and Features.

2) Open your Run menu and type ‘regedit’ (no quotes) and hit enter.

3) In the window that opens, click HKEY_CURRENT_USER > Software > Microsoft > Office > [your version number]*** > Outlook > Resiliency > Disabled Items.

4) Delete the REG_BINARY file; the filename will be a string of numbers and letters. Leave the (Default) file intact.

5) Reinstall Virtru from www.virtru.com/get-secure-email

***Note that under ‘Office’, the numbers 16.0, 15.0, 14.0, and 13.0 refer to the version of Outlook; 16.0 for 2016, 15.0 for 2013, 14.0 for 2010, etc, so make sure to use the one that corresponds to the version of Outlook on that computer.

For most recipients, issues opening your secure emails can be resolved by making a few small changes to their browser settings. For recipients in Chrome, Firefox, or Safari, they’ll just need to make sure they’re not using Private browsing and that cookies are enabled. Here’s how to enable cookies in each of those browsers:

Chrome: https://support.google.com/accounts/answer/61416?hl=en
Firefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences
Safari: https://support.apple.com/kb/PH21411?locale=en_US

For users in Internet Explorer, there are a few more settings that can get in the way. Here are the settings that we recommend:

>> Internet Options > Privacy > Advanced: Accept cookies from both first- and third-party sites.
>> Internet Options > Security > Set to “Medium-High” or lower.
>> Compatibility View settings > Ensure Virtru is not on this list, and the box next to “Use Microsoft compatibility lists” is unchecked.
>> Internet Options > Security > Trusted Sites > Sites > Add https://*.virtru.com