There are a few most commonly faced issues when it comes to opening the downloaded encrypted office files.

1. Possible corporate restrictions may cause this kind of error:

"The service at is temporarily unavailable. Ensure that you have connectivity to this server. This error could be caused because you are working offline, your proxy settings are preventing your connections, or you are experiencing intermittent network issues."

In this case, please try opening the link If you cannot open it, then please contact your IT/system administrator and request to enable access to the server:

If the above link opens properly in your browser, then please perform the next actions:

  • delete all the files in the folder %localappdata%\Microsoft\DRM

  • add the website to the list of Trusted sites:
    Control Panel => Internet Options => Internet Properties => open the Security tab and click the button Sites under Trusted sites.

2. Upon opening an encrypted Excel file, you get a message that the file is corrupt and cannot be opened.

In this case, please try changing the Protected View Settings by following these steps:

  1. Open MS Excel. Click on File > Options.

  2. On the side tab click on Trust Center > click on Trust Center Settings which is in the right window. It opens a new window Trust Center.

  3. Click on Protected View on the left side panel.

  4. Uncheck all the three options:

  • Enable Protected View for files originating from the Internet.

  • Enable Protected View for files located in potentially unsafe locations.

  • Enable Protected View for Outlook attachments.

5. Click OK.

Additionally, please double-check that the setting "Allow documents on network to be trusted" is enabled. For this, please click on File => Options => Trust Center => Trust Center Settings.

If these recommendations did not resolve the issue, please contact the Support Team.

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