Troubleshoot regify client

General troubleshooting

How to use gmail account with SMTP (standalone)?

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 now may be impossible to use the standalone SMTP engine of the regify client for gmail users. However, the authentication methods described by Google in the article as ‘antiquated’ are still the official standard and are still accepted by close to all other market participants (except Microsoft and Google).

Please consider using Outlook 2019/2024 or Thunderbird as email client. regify offers Add-Ins for both email applications. For Outlook, the Add-In is contained in the regify client setup. For Thunderbird you can find it in the add-on store of Thunderbird.

As a last option, you can also send regimails directly using your regify web portal.

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)

Windows specific

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.

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

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.