Secure Reader - some users can't access secure content

After additional analysis, we have determined that this is a bug affecting a small subset of users and not a wide-spread incident. We are working on a fix that we plan to deploy in a regularly scheduled release in the near future. As a result, we are closing out this incident on the Status Page.

In the meantime, affected users can follow these steps to resolve the issue:
1. Click their email address in the top right corner
2. Select "Sign out"
3. Complete reactivation

If your users are still encountering issues after trying the steps above, please contact Virtru Customer Support (support.virtru.com).

We have identified the source of the issue and are actively working on a resolution. In the meantime, affected users should try the following:
1. Click their email address in the top right corner
2. Select "Sign out"
3. Complete reactivation

If issues persist, users may need to clear their cache.

We will continue to post updates here.

Any impacted users should attempt to re-verify and should be able to access their secure message. If the issue persists, have the user clear their cache and start the verification process from scratch.

We continue to investigate other potential fixes that can be deployed.

We are continuing to investigate the issue. We are unable to reproduce the issue in our internal testing. Imapcted users should reach out to Virtru Customer Support (support.virtru.com) so we can work with them to collect logs.

We have recieved reports of some Secure Reader users erroneously getting a message that states "You are not authorized to view this file."

The issue only impacts some Secure Reader users. No other Virtru product or service is currently impacted.

Our Engineering team is actively investigating the issue. We will provide another update as soon as we have one.