Forums Help & support Getting errors trying to decrypt files

This topic contains 1 reply, has 1 voice, and was last updated by  Anonymous 2 weeks, 5 days ago.

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  • #13747 Reply

    Jun Naito

    Hi there,

     

    I keep getting errors when trying to decrypt some documents, the password works for everything else that was encrypted but these 5 word documents are giving me “Exception during processing of “. [Exception on UI Thread]

    I need to decrypt these files as I cannot move them to another hard drive which is a huge issue as im selling my computer.

     

    Any help would be appreciated,

     

    Regards,

     

    Jun

    #13753 Reply

    Anonymous

    Hello Jun,

    If you have updated the encrypted files contents and which is pending for re-encryption, then please check the folder(C:\Users\”User Name”\AppData\Local\AxCrypt). If you found any subfolders inside the AxCrypt folder, take a back up of those folders. Then clean the local cache by the below described way.

    Please delete the folder (%LocalAppData%\AxCrypt(C:\Users\’User Name’\AppData\Local\AxCrypt) to clear the local cache and starts the AxCrypt app like a new.

    Then uninstall the AxCrypt app and install the latest version of the AxCrypt app. You can download the same from our official website: https://www.axcrypt.net/download/ .

    Now install the AxCrypt app and try to start AxCrypting……

    Now you can decrypt the file without any issue. Still, if you are facing any issues, please feel free to contact our support(support@axcrypt.net) with detailed information about the issue

    How to take a screenshot on your PC is explained here: https://support.microsoft.com/en-us/help/13776/windows-use-snipping-tool-to-capture-screenshots .

    And also please send the complete error report with some screenshots of the exceptions, so that we will try to troubleshoot the same as soon as possible.

    You can also send the complete error report to troubleshoot the issue. Please follow the detailed instructions to take the complete error report: https://www.axcrypt.net/blog/send-complete-error-report/ .

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