Difference between revisions of "Troubleshoot regify client"

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== Usage ==
+
==General troubleshooting==
−
===I get errors regarding the certificate of the mailserver===
+
===I'm getting an Error: 20 when trying to read regify emails===
−
You may encounter error messages like these:
+
Most of the time this happens because the recipient is trying to read an email that is addressed to one of their email addresses that is not registered with their regify account. Up to 5 email addresses can be registered with a regify account. Log into the provider portal and add the missing email address.
−
* Peer Certificate can not be authentikated with given CA
+
 
−
* Certificate verify failed
+
In rare cases this error can be caused by older regify clients when the recipient email address was passed in as mixed case. Example Jane.Doe@company.com. To resolve this, the sender needs to upgrade their regify client or insure that the recipient email address is lowercase, in our example: jane.doe@company.com
−
* etc
+
 
−
In most cases, the wrong smtp server was chosen (or the wrong port). Try to find out if the mailserver certificates are correctly installed and you are really using the correct mailserver. Many mailservers are also having alias domains which are not having a matching certificate.
+
===My regimail messages use weird characters instead of special characters in the default text===
 +
This might happen if you freshly installed regify client 4.3.0. The UTF8 encoding was broken there. Please update to a more recent version of the regify client and then delete the file ''%APPDATA%\regify\regify_default_message.htm''. Now, if you open or write a regimail, the template is getting updated automatically.
  
−
If you are not able to eliminate the problem, please enter all data like it should work and save the settings. Now, please close the program and open up its configuration file. There you need to locate a setting named '''MailIgnoreSSLError'''. Please set this value to '''1''' to let the program ignore all SSL related errors. Please remark that this setting is reset to 0 if you change the smtp server settings in the configuration dialogs.
+
===How to use gmail account with SMTP (standalone)?===
 +
Using gmail SMTP first needs the user to enable it. gmail does not allow SMTP by default. For this, please see this link:
 +
[https://support.google.com/accounts/answer/6010255?hl=en google support]<br  />
 +
Please note that gmail is calling this "less secure apps" because they want you to use their web-mailer. Using regify client with SMTP is definitely not less secure!
  
−
===The regify client complains "The given file can not get opened (no regify file)."===
+
'''To configure your regify client to work with gmail, please use these settings:'''
−
German: "Die angegebene Datei kann nicht geöffnet werden (keine regify® Datei)."
 
  
−
Up to version V3.6.5 of the regify-client, this error occurs if there are more than 15 to 22 attachments added to the regify file (depending on the length of the filename and the version of the regify client used for regify generation). To fix this, update to a client newer than V3.6.5 or open the regify-file by uploading to the regify portal of your regify-provider.
+
* Outgoing Server: ''smtp.gmail.com''
 +
* Port: ''587''
 +
* Check "Use secure connection (TLS)"
 +
* "Sender account", "Return address" and "E-mail username" all should be your gmail address.
 +
* Enter your gmail password to the field "E-mail password".
  
−
===I'm getting an Error: 20 when trying to read regify emails===
+
If it still does not work (for example "login denied"), please make sure you enabled SMTP for gmail (see first sentences in this chapter above).
−
Most of the time this happens because the recipient is trying to read an email that is addressed to one of their email addresses that is not registered with their regify account. Up to 5 email addresses can be registered with a regify account. Log into the provider portal and add the missing email address.
 
  
−
In rare cases this error can be caused by older regify clients when the recipient email address was passed in as mixed case. Example Jane.Doe@company.com. To resolve this, the sender needs to upgrade their regify client or insure that the recipient email address is lowercase, in our example: jane.doe@company.com
+
'''UPDATE:''' The regify SMTP engine supports all major SMTP authentication options, except OAuth 2.0. Since [https://workspaceupdates.googleblog.com/2023/09/winding-down-google-sync-and-less-secure-apps-support.html?sjid=4173040107732191741-EU google announced to only support OAuth 2.0 for SMTP authentication from mid 2024], it soon may be impossible to use the standalone SMTP option of regify client for gmail users. Please consider using Outlook or Thunderbird as email client. regify offers AddIns for both email applications.
  
−
===Does no longer work after upgrading to MacOS 10.10 (Yosemite)===
+
=== I get error "security alert" ===
−
This is a known incompatibility of the Mac regify client V4.0.0 on MacOS Yosemite.
+
The error occurs when the SecurityKey from the configuration file does not match the current PC. Probably the user's hardware has changed or there was an OS update that changed the identity (hardware change or identity change).
  
−
Please upgrade your Mac regify client to V4.0.1 or even newer to fix this problem.
+
If this was not the case, then perhaps the configuration file ''regify_client.ini'' was copied from another PC and then an attempt was made to access it (which of course is not possible because everything important is encrypted with a hardware based key).
−
[[http://www.regify.com/index.php?PageID=download-regimail&tab=2 Download current Mac Client]]
+
 
 +
In order to solve this, please close any running instance and then delete the regify client configuration file. The file is located here:
 +
* Windows: ''%APPDATA%\regify\regify_client.ini''
 +
* MacOS: ''~/.regify/regify_client.ini''
 +
* Linux: ''~/.regify/regify_client.ini''
 +
 
 +
Upon deletion, start it again and enter your credentials.
  
 
===Known issues===
 
===Known issues===
−
On some Lenovo systems the regify client freezes after opening a regify message due to a tool called Lenovo SmartUpdate (smartUpdate.exe). Removing the tool solved the problem.
+
==== Lenovo ====
 +
On some Lenovo systems the regify client freezes after opening a regify message due to a tool called Lenovo SmartUpdate (smartUpdate.exe). Removing the tool solved the problem. (10/2013)
 +
==== Freenet ====
 +
The freenet mail server makes an error in the implementation of the mail standards according to RFC while receiving SMTP email. It does not allow splittet auth after AUTH PLAIN. Instead, it refuses to answer with 334 to receive the password in the next step. Because of this, the regify client in standalone mode is not able to send emails using a freenet account ("Login denied Details()" on screen and "535 Incorrect authentication data" in debug log). ([https://github.com/curl/curl/issues/4080 curl reference]) (03/2023)
 +
 
 +
We found a workaround and implemented this in regify Client 4.5.0 and higher. Please also make sure to explicitely enter port 587 in configuration.
 +
 
 +
==Windows specific==
 +
===Client does not start on Windows 2008 (R2)===
 +
If you find the following message in your debug log:
 +
Cant use cryptoc.dll. Please download the latest program-version and re-install.
 +
In this case you need to manually install '''Microsoft Visual C++ 2008 Redistributable Package (x86)''' in order to run the regify client.
 +
 
 +
===I can't print from regify client window===
 +
If you are running on Windows 7 with IE 9 or newer, you encountered a [http://www.ctimls.com/support/kb/error%20fixes/fix_print_problems.htm#IE%209%20Print%20Issues bug of Microsoft Windows]
 +
 
 +
Try to print any website from Internet Explorer and you very likely will have the same issue there (independent of regify). The only suggestion is to copy the message body and paste it to Word. From there, you can print it.
 +
 
 +
A customer told us that he downgraded IE to version 8 on systems and this fixed the printing issues in both websites and regify client. Of course, they also forced end users to surf the Internet with Firefox or Chrome Browser.
 +
 
 +
We don't know from any other printing issues yet.
  
−
== Setup ==
 
 
===I like to install the client without installing a Outlook or Thunderbird AddIn===
 
===I like to install the client without installing a Outlook or Thunderbird AddIn===
−
Please choose the custom install option while setup. You can disable the Outlook AddIn and the Thunderbird AddIn in the further dialog.
+
Please choose the "custom install" option while setup. You can disable the Outlook AddIn and the Thunderbird AddIn in the further dialogue.
 +
 
 +
===Setup starts while I'm simply trying to use regify===
 +
At first, the mechanism of Microsoft Windows tries to re-run the setup (MSI, Installer) automatically, if files or registry keys (created by the setup) have changed or are missing. Thus, please check your AntiVirus log files if some components of regify have been classified as dangerous (false alert). If AV software, or other software setups, removed or downgraded components of regify, this may happen.
 +
 
 +
In some case, a complete uninstall followed by a fresh install of the most recent setup fixed the issues. As this is a Windows issue and not directly related to regify, we sadly can not give you any further assistance on this.
 +
 
 +
If you're an IT professional and if you're able reproduce the problem, you may [https://support.microsoft.com/en-us/kb/223300 activate MSI debugging] to identify the missing component.
 +
 
 +
===I'm not able to uninstall because of a missing MSI file/dependency===
 +
Such problems happen if Windows is having a corrupted installer configuration, independently of regify. As this is a common problem on Windows, Microsoft offers a tool to solve such issues. Please try to solve the issue with this tool.
 +
 
 +
[https://support.microsoft.com/en-en/mats/program_install_and_uninstall?wa=wsignin1.0 Microsoft Fix it tool]
 +
 
 +
As this is a Windows issue and not directly related to regify, we sadly can not give further assistance. Google for "uninstall missing msi file" will give you a lot of possible solutions and tools to solve such issues, too.
  
−
===''Module c:\-path-\regify client\regifyAddIn.dll failed to register. HRESULT -2147467259. Contact your support personnel.''===
+
You also may try to [https://support.microsoft.com/en-us/kb/223300 activate MSI debugging] for further investigation.
−
===''Fehler beim registrieren von Modul c:\-path-\regify client\regifyAddIn.dll. HRESULT -2147467259. Wenden Sie sich an den Support.''===
 
−
# The most likely cause of the error is an installed Microsoft '''Outlook with 64 Bit'''. The regify AddIn is only able to run on 32 Bit Outlook installations. Please uninstall your Microsoft Office and reinstall the 32 Bit version. If you do not plan to use the Outlook AddIn, you may exclude the AddIn from installation by using the custom setup option.<br>If you like to test the new AddIn for 64 bit you can contact us at support@regify.com.
 
−
# You might use '''Outlook 2013''' with an older regify client. This version is supportet since regify client V3.10 (April 2013). Maybe you need to update.
 
  
−
== Debugging ==
+
===The regimail/regipay client window does not appear===
 +
People reported, that the regify client should display some regimail or should show its main window but '''only the taskbar entry appears and the window itself is missing'''. Most of them were laptop/notebook users with a second monitor - which is now detached. The regify software remembers it's window positions and opens up on that position the next time. Even if it is outside your monitor...
 +
 
 +
There are two ways of solving the issue:
 +
 
 +
'''Option 1) Try windows hotkeys'''
 +
 
 +
Follow these steps to use hotkeys:
 +
# Select the window by clicking the icon on the taskbar or by hitting Alt+Tab until it is selected.
 +
# Now hold the Windows key, and then hit the Left or Right Arrow key.
 +
# This will snap the window to the left or right side and makes it available again.
 +
 
 +
'''Option 2) Fix the client settings file'''
 +
 
 +
Remove the position entries in regify ini file by following these steps:
 +
# Close all regimail/regipay client windows.
 +
# Open file explorer and type ''%APPDATA%'' into the address window.
 +
# Enter folder ''regify'' and open the file ''regify_client.ini'' (double-click will very likely open it in notepad editor).
 +
# Inside of the [GUI] area, delete all lines starting with ''reader...'' or ''compose...''.
 +
# Save the edited file and close the editor.
 +
 
 +
==Mac OS specific==
 +
===My Mac complains about an unidentified developer===
 +
This happens with Mac OS Catalina. We are working on this. But you can install anyway. Please open Finder, got to your Downloads directory and right click the downloaded regibox manager setup. There, please select "Open" from the menu. Here it will allow you to install the setup anyway.
 +
 
 +
===My Mac tells me that regify client is outdated / not optimized for my Mac (32 bit application)===
 +
The regify client for Mac is available as 64 bit version (4.3.5 and newer). Please update your regify client.
 +
 
 +
===My Mac complains that regify client want's to make screenshots. Why?===
 +
You're running an old version. Please install the most recent regify software.
 +
 
 +
===The regify client icon stays in dock===
 +
This is standard Mac behavior, showing you the last used applications in the dock. If you do not want that, open System Preferences, click on Dock, uncheck "Show recent applications in dock". This should probably solve your problem.
 +
 
 +
==Debugging==
 
===Start extended debug logging===
 
===Start extended debug logging===
−
'''Beginning version V4.0''' and newer, the regify client uses an extra structure in his regify_client.ini file.  
+
<span style="display: block; padding: 10px; border: 1px solid #550000; background-color: #ffcccc; color: 550000;">'''Warning:'''<br>This logging is mainly for developers. Please inspect the logfile for passwords before you send it to us. In case a users password (account, smtp etc) is inside, please replace it by some other text or delete it!</span>
  
−
The locations:
+
The ini file locations:
 
* Windows: ''%APPDATA%\regify\regify_client.ini''
 
* Windows: ''%APPDATA%\regify\regify_client.ini''
 
* MacOS: ''~/.regify/regify_client.ini''
 
* MacOS: ''~/.regify/regify_client.ini''
Line 49: Line 125:
 
# Close any regify client!
 
# Close any regify client!
 
# Open the ini file (see locations above).
 
# Open the ini file (see locations above).
−
# Locate the section with '''[GUI]''' and update this entry:<br>'''debugLevel = 5'''
+
# Locate the section with '''[GUI]''' and update this entry:<br />'''debugLevel = 5'''
 
# Save settings file and close the editor.
 
# Save settings file and close the editor.
 
# Try the things you need to log.
 
# Try the things you need to log.
Line 57: Line 133:
 
If the file does not exist or you need to get debug information before the file was created (PLS or Proxy problems), please create the file and simply insert the content from above.
 
If the file does not exist or you need to get debug information before the file was created (PLS or Proxy problems), please create the file and simply insert the content from above.
  
−
'''Debugging in client 4.0 or earlier creates two debug-log files in the systems temp-directory: ''regify_client.log'' and ''regify_client_sdk.log''.<br>In order to find problems, regify support will need <u>both files</u> from you.'''
+
An <u>alternative way</u> to activate debugging from the early start is to execute the regify client or regipay client using the command line parameters -v (verbose log) and -l (log path).
 +
 
 +
regify_client.exe -v -l "c:\temp\mylog.txt"
  
−
An <u>alternative way</u> to activate debugging is to call the regify client using the comandline parameters -v and -l.
+
or for regipay version
  
−
  regify_client.exe -v -l "c:\temp\mylog.txt"
+
  regipay.exe -v -l "c:\temp\mylog.txt"
  
−
The example above is for Windows.
+
The examples above are for Windows. On Mac you have to dig into the .app file and run the executable from there with above parameters.

Latest revision as of 11:29, 26 February 2024

General troubleshooting

I'm getting an Error: 20 when trying to read regify emails

Most of the time this happens because the recipient is trying to read an email that is addressed to one of their email addresses that is not registered with their regify account. Up to 5 email addresses can be registered with a regify account. Log into the provider portal and add the missing email address.

In rare cases this error can be caused by older regify clients when the recipient email address was passed in as mixed case. Example Jane.Doe@company.com. To resolve this, the sender needs to upgrade their regify client or insure that the recipient email address is lowercase, in our example: jane.doe@company.com

My regimail messages use weird characters instead of special characters in the default text

This might happen if you freshly installed regify client 4.3.0. The UTF8 encoding was broken there. Please update to a more recent version of the regify client and then delete the file %APPDATA%\regify\regify_default_message.htm. Now, if you open or write a regimail, the template is getting updated automatically.

How to use gmail account with SMTP (standalone)?

Using gmail SMTP first needs the user to enable it. gmail does not allow SMTP by default. For this, please see this link: google support
Please note that gmail is calling this "less secure apps" because they want you to use their web-mailer. Using regify client with SMTP is definitely not less secure!

To configure your regify client to work with gmail, please use these settings:

  • Outgoing Server: smtp.gmail.com
  • Port: 587
  • Check "Use secure connection (TLS)"
  • "Sender account", "Return address" and "E-mail username" all should be your gmail address.
  • Enter your gmail password to the field "E-mail password".

If it still does not work (for example "login denied"), please make sure you enabled SMTP for gmail (see first sentences in this chapter above).

UPDATE: The regify SMTP engine supports all major SMTP authentication options, except OAuth 2.0. Since google announced to only support OAuth 2.0 for SMTP authentication from mid 2024, it soon may be impossible to use the standalone SMTP option of regify client for gmail users. Please consider using Outlook or Thunderbird as email client. regify offers AddIns for both email applications.

I get error "security alert"

The error occurs when the SecurityKey from the configuration file does not match the current PC. Probably the user's hardware has changed or there was an OS update that changed the identity (hardware change or identity change).

If this was not the case, then perhaps the configuration file regify_client.ini was copied from another PC and then an attempt was made to access it (which of course is not possible because everything important is encrypted with a hardware based key).

In order to solve this, please close any running instance and then delete the regify client configuration file. The file is located here:

  • Windows: %APPDATA%\regify\regify_client.ini
  • MacOS: ~/.regify/regify_client.ini
  • Linux: ~/.regify/regify_client.ini

Upon deletion, start it again and enter your credentials.

Known issues

Lenovo

On some Lenovo systems the regify client freezes after opening a regify message due to a tool called Lenovo SmartUpdate (smartUpdate.exe). Removing the tool solved the problem. (10/2013)

Freenet

The freenet mail server makes an error in the implementation of the mail standards according to RFC while receiving SMTP email. It does not allow splittet auth after AUTH PLAIN. Instead, it refuses to answer with 334 to receive the password in the next step. Because of this, the regify client in standalone mode is not able to send emails using a freenet account ("Login denied Details()" on screen and "535 Incorrect authentication data" in debug log). (curl reference) (03/2023)

We found a workaround and implemented this in regify Client 4.5.0 and higher. Please also make sure to explicitely enter port 587 in configuration.

Windows specific

Client does not start on Windows 2008 (R2)

If you find the following message in your debug log: 

Cant use cryptoc.dll. Please download the latest program-version and re-install.

In this case you need to manually install Microsoft Visual C++ 2008 Redistributable Package (x86) in order to run the regify client.

I can't print from regify client window

If you are running on Windows 7 with IE 9 or newer, you encountered a bug of Microsoft Windows

Try to print any website from Internet Explorer and you very likely will have the same issue there (independent of regify). The only suggestion is to copy the message body and paste it to Word. From there, you can print it.

A customer told us that he downgraded IE to version 8 on systems and this fixed the printing issues in both websites and regify client. Of course, they also forced end users to surf the Internet with Firefox or Chrome Browser.

We don't know from any other printing issues yet.

I like to install the client without installing a Outlook or Thunderbird AddIn

Please choose the "custom install" option while setup. You can disable the Outlook AddIn and the Thunderbird AddIn in the further dialogue.

Setup starts while I'm simply trying to use regify

At first, the mechanism of Microsoft Windows tries to re-run the setup (MSI, Installer) automatically, if files or registry keys (created by the setup) have changed or are missing. Thus, please check your AntiVirus log files if some components of regify have been classified as dangerous (false alert). If AV software, or other software setups, removed or downgraded components of regify, this may happen.

In some case, a complete uninstall followed by a fresh install of the most recent setup fixed the issues. As this is a Windows issue and not directly related to regify, we sadly can not give you any further assistance on this.

If you're an IT professional and if you're able reproduce the problem, you may activate MSI debugging to identify the missing component.

I'm not able to uninstall because of a missing MSI file/dependency

Such problems happen if Windows is having a corrupted installer configuration, independently of regify. As this is a common problem on Windows, Microsoft offers a tool to solve such issues. Please try to solve the issue with this tool.

Microsoft Fix it tool

As this is a Windows issue and not directly related to regify, we sadly can not give further assistance. Google for "uninstall missing msi file" will give you a lot of possible solutions and tools to solve such issues, too.

You also may try to activate MSI debugging for further investigation.

The regimail/regipay client window does not appear

People reported, that the regify client should display some regimail or should show its main window but only the taskbar entry appears and the window itself is missing. Most of them were laptop/notebook users with a second monitor - which is now detached. The regify software remembers it's window positions and opens up on that position the next time. Even if it is outside your monitor...

There are two ways of solving the issue:

Option 1) Try windows hotkeys

Follow these steps to use hotkeys:

  1. Select the window by clicking the icon on the taskbar or by hitting Alt+Tab until it is selected.
  2. Now hold the Windows key, and then hit the Left or Right Arrow key.
  3. This will snap the window to the left or right side and makes it available again.

Option 2) Fix the client settings file

Remove the position entries in regify ini file by following these steps:

  1. Close all regimail/regipay client windows.
  2. Open file explorer and type %APPDATA% into the address window.
  3. Enter folder regify and open the file regify_client.ini (double-click will very likely open it in notepad editor).
  4. Inside of the [GUI] area, delete all lines starting with reader... or compose....
  5. Save the edited file and close the editor.

Mac OS specific

My Mac complains about an unidentified developer

This happens with Mac OS Catalina. We are working on this. But you can install anyway. Please open Finder, got to your Downloads directory and right click the downloaded regibox manager setup. There, please select "Open" from the menu. Here it will allow you to install the setup anyway.

My Mac tells me that regify client is outdated / not optimized for my Mac (32 bit application)

The regify client for Mac is available as 64 bit version (4.3.5 and newer). Please update your regify client.

My Mac complains that regify client want's to make screenshots. Why?

You're running an old version. Please install the most recent regify software.

The regify client icon stays in dock

This is standard Mac behavior, showing you the last used applications in the dock. If you do not want that, open System Preferences, click on Dock, uncheck "Show recent applications in dock". This should probably solve your problem.

Debugging

Start extended debug logging

Warning:
This logging is mainly for developers. Please inspect the logfile for passwords before you send it to us. In case a users password (account, smtp etc) is inside, please replace it by some other text or delete it!

The ini file locations:

  • Windows: %APPDATA%\regify\regify_client.ini
  • MacOS: ~/.regify/regify_client.ini
  • Linux: ~/.regify/regify_client.ini

Follow this guide:

  1. Close any regify client!
  2. Open the ini file (see locations above).
  3. Locate the section with [GUI] and update this entry:
    debugLevel = 5
  4. Save settings file and close the editor.
  5. Try the things you need to log.
  6. Close any error messages and the regify client!
  7. To deactivate debugging, please remove the line with "debugLevel" or set debugLevel = 0.

If the file does not exist or you need to get debug information before the file was created (PLS or Proxy problems), please create the file and simply insert the content from above.

An alternative way to activate debugging from the early start is to execute the regify client or regipay client using the command line parameters -v (verbose log) and -l (log path). 

regify_client.exe -v -l "c:\temp\mylog.txt"

or for regipay version 

regipay.exe -v -l "c:\temp\mylog.txt"

The examples above are for Windows. On Mac you have to dig into the .app file and run the executable from there with above parameters.

Retrieved from "https://wiki.regify.com/index.php?title=Troubleshoot_regify_client&oldid=2448"