Data Loss Prevention Troubleshooting for End Users

Lock Icon Does Not Appear When Locking Files

Problem

The lock icon does not appear when locking a file.

Cause

Your administrator might have disabled the icon from being displayed on locked items. If this is not the case and the icon does not appear after locking the file, then the icon overlay image is not properly loaded.

Solution

Disable and re-enable the Explorer Plug-in as follows:

1. Click the Start button on the Windows task bar and then click All Programs.

2. Select Commvault from the Programs menu and click Process Manager.

3. On the Plug-in tab, clear the Enable Plug-in check box.

4. Select the Enable Plug-in check box.

Unable to Lock or Unlock Multiple Files At Once

Problem

When trying to lock or unlock multiple files simultaneously, the lock and unlock options are not working.

Cause

The selection contains both locked and unlocked files.

Solution

Select only locked items or select only unlocked items and try the operation again.

Unable to Automatically Unlock Files on a Mac Laptop

Problem

When automatic unlocking is enabled on a Mac laptop, you are still prompted to enter a passkey to when you open the file.

Cause

You might be missing an update package needed to use the automatic unlocking feature.

Solution

To install the required update on your laptop, you can uninstall and reinstall the latest version of the Commvault software on your laptop.

If you are unable to uninstall and reinstall the software, contact your administrator to correct this issue.

Error Message: "The document can only be unlocked by backup server and unlock has failed."

Problem

When trying to unlock a file, the following error message appears:

The document can only be unlocked by backup server and unlock has failed.

Cause

The administrator did not allow the backup server to unlock documents when DLP was enabled and the document was locked before a pass-key was created.

Solution

1. Ensure there is connectivity between the CommServe computer and the laptop.

2. Your administrator must select Allow backup server to unlock documents for your machine.

3. Try to unlock the file again.

4. Create your DLP passkey to prevent future problems. For more information, see Creating a Data Loss Prevention Passkey.

Error Message: "Cannot lock the document because no pass-key has been configured..."

Problem

When trying to lock a file from Windows Explorer, the following error message appears:

Cannot lock the document because no pass-key has been configured yet. Please Use DLP menu in the Edge Monitor to set up your personal pass-key.

Cause

A DLP passkey has not been created for your user profile.

Solution

Create a DLP passkey. For more information, see Creating a Data Loss Prevention Passkey.

Unable to Unlock Files from Windows Explorer

Problem

Unlocking a file from Windows Explorer is not working.

Cause

Services on the local machine are stopped.

Solution

1. Click Start > All Programs > Commvault > Process Manager.

2. In the Services tab, verify that services are running.

3. If services are stopped, select the service and click start.

If you are still unable to unlock files, contact your administrator.

Error Message: "Error occurred while locking the following documents"

Problem

When locking a file using the Edge options in Windows Explorer, the file cannot be locked and the error message "Error occurred while locking the following documents," appears.

Cause

When the preview pane is used in Windows Explorer, certain documents are considered open and cannot be locked by Data Loss Prevention.

Solution

Close the preview pane in Windows Explorer and then lock the file.