Product

Full PreVeil, Web PreVeil, PreVeil Express, iOS app, Android app

Common Causes

• Outdated product version

• A service or process is not running or failed to start

• Multi-tenancy is in effect

• Network connection

• Malformed key

Full PreVeil

Windows Troubleshooting

Reload the browser page

There may have been a momentary lapse in services that could be solved by refreshing the browser page or opening and a new tab and going to 127.0.0.1:4003.

Outdated product version

Check your version against the latest version of PreVeil. PreVeil advises upgrading to the latest version to gain the latest features and bug fixes.

Restart services and processes

Run a key menu diagnostic which will check that the following services and processes are running.

1. PreVeil App Frontend

2. PreVeil Crypto Service

3. PreVeil IMAP Service

4. PreVeil Postlord Service

5. PreVeil SMTP Service

6. PreVeil TCP Proxy Service

7. PreVeil Updater Service

8. Preveil_client.exe process

Services can be restarted using the key menu or by opening the Services in the Control Panel and manually starting the PreVeil services.

The PreVeil client can be restarted by running C:\preveil\filesync\PreVeil_Client.exe.

All services and processes can be restarted by rebooting the computer.

Multi-tenancy

The multi-tenancy (MT) is a feature used to segregate PreVeil accounts on a shared computer such that only the local windows user that generated the PreVeil account can open it. The MT will be in effect if the local user account opening the PreVeil account is different than the one that claimed it. For a private computer, see disabling multi-tenancy in Windows. To reset the multi-tenancy do the following.

1. Have a recovery method set

   1. Recovery code

   2. Add your account to another device as a temporary storage place

   3. Set a recovery group or check that your organization’s administrator has set one for you by going to Settings and Recovery Group

2. Uninstall PreVeil and remove private key data

   1. Run C:\PreVeil\Uninstall.exe and opt to remove the private key data

   2. All PreVeil keys will be cleared from the computer

   3. No user data is removed

3. Install PreVeil

   1. Go to http://preveil.com/download for the installer file

4. Go to 127.0.0.1:4003/get-started, click add existing account, and choose the appropriate add method.

Network Connection

PreVeil uses a client-server architecture, and all clients (computer and mobile) communicate with the PreVeil cloud servers over two different protocols - HTTPS and WebSocket.

PreVeil client uses HTTPS (HTTP over TLS 1.2) on port 443 to connect to its cloud servers. Check that the Windows Firewall and any third-party antimalware solution allow the PreVeil client to directly connect. For more information see the PreVeil System Implementation Guide.

Malformed Key

The user key may not have been generated correctly in which case send your Key Menu logs to PreVeil Support in a technical support ticket for investigation. In some cases, the solution is to recreate the account. For individuals, an account deletion request may be filed. For members of an organization contact your administrator for account recreation.