Troubleshooting tips for when SecretZone does not open

Below are some tips for the following two scenarios that can occur with Secretzone when there are problems:

  1. Click on 'Connect' button, but nothing happens
  2. Enter the correct password, but Secretzone cannot be connected
    Note: If the password is incorrect, you will see an incorrect password error notice. In this case, the data is locked and cannot be recovered by support.

Below are the troubleshooting steps for the above cases.

  1. Confirm the current version of Drive Manager is installed (Drive Manager includes the Secretzone software).  Once updated, check  to see if the issue is resolved, if not continue.
     
  2. Check that the Drive Manager Service is working correctly.
    1. Right click on Computer and choose Manage
    2. Choose Services and Applications then Services on the left side of the Computer Management screen and then click on Services
    3. Double Click on Drive Manager Service
    4. Confirm that the Startup Type is set to Automatic and that the service is started (click start if needed)
  1. Delete the configuration file for the affected Secretzone file.
    1. Open Windows Explorer (Press the Windows Key + E)
    2. Choose Tools from the top menu (press ALT to reveal the top menu if it is hidden)
    3. Choose Folder view
    4. Choose the View Tab
    5. Uncheck Hide protected operating system files
    6. Toggle the hidden files and folders option to show hidden file
    7. Click OK to make these two changes
    8. Open the external drive
    9. Browse to the following path on the drive
      X:\Samsung drive\Samsung Software\SecretZone\ or X:\Maxtor drive\General Software\SecretZone
      Where X: is the drive letter of the external drive
    10. Rename vi.dat to vi.old
      Warning: Be careful not to touch the *.msr file which is the virtual drive file containing the encrypted data.
    11. Reverse the show hidden files options
      1. Open Windows Explorer (Press the Windows Key + E)
      2. Choose Tools from the top menu (press ALT to reveal the top menu if it is hidden)
      3. Choose Folder view
      4. Choose the View Tab
      5. Check Hide protected operating system files
      6. Toggle the hidden files and folders option to Don’t show hidden files
      7. Click OK to make these two changes
    12. Open Secretzone and enter the correct password




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