Troubleshoot regify client

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).

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.

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.

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?

Since MacOS Catalina (10.15), the operating system is asking you for permission if some application wants to make a screenshot. Our software is making a screenshot in order to display help tool-tips. With our cross-platform approach, we sadly can not show help bubbles using Cocoa. In order to display such user friendly help information, we decided to overlay the window with a dimmed screenshot, showing the help drawn on it. For getting the background, we do a screenshot of the application window. The temporary screenshot is created, loaded and then deleted in a few milliseconds. It is not kept, stored or shared in any way. If you do not feel comfortable with this, simply answer the MacOS question with "Deny". Due to the behavior of MacOS Catalina, we currently consider removing this help function.

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 the users password is inside, please replace it by <pwd> or similar text!

Beginning version V4.0 and newer, the regify client uses an extra structure in his regify_client.ini file.

The 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.