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Warning the Safe Document Important Module Soft Is Not Loaded and Cannot Open the Encrypted Document.

Publication Date:  2012-09-14 Views:  605 Downloads:  0

Issue Description

When open the encrypted document in client-side host computer with DSM, it reports: the safe document important module soft is not loaded and the encrypted document will be closed. It can be used normally if reinstall the client-side soft. But it reports the same problem after reboot the computer.

Alarm Information


Handling Process

1. Reinstall DSM client-side, it can be opened normally means the DSM soft is normal
2. There is no stop warning or other safe warning in safe soft of host computer in the process of install, there is not any safe soft stop warning after reboot. It warning that cannot load DSM important component when opening the safe document again.
3. Pick-up client-side log, check host computer DSM soft install situation and it is normal, check host computer has installed safe soft such as 360 antivirus soft and real-time defence soft. Shutdown 360 soft, install DSM client-side again, safe document can be used normally, install 360 again, put DSM client-side on white list, safe document can be used normally.

Root Cause

1. DSM soft abnormal
2. Safe soft in host computer leads to DSM abnormal
3. Other


The failure lies in that client-side 360 set to stop DSM running.