What is the Document Rights Management (DRM)?

The Document Rights Management (DRM) is a set of tools which encrypt and control the opening PDF files. It is developed based on FileOpen WebPublisher 3.

What does the DRM do?

DRM consists of two main components: Encryptor and Permission Server. Encryptor can encrypt PDF files within GaveKal Document Administration seamlessly and Permission Server is to verify user access right.

What is the FileOpen Plug-in?

The FileOpen Plug-in is an Adobe Acrobat/Reader Third-Party Plug-in. It must be installed to open encrypted documents. It is developed by FileOpen Systems, which is an authorized third-party Plug-in party by Adobe. Please refer to the FileOpen Client FAQ for more info.

How does the FileOpen Plug-in get installed?

The installation guides can be found at:
Windows Installation Guide
Mac OS X Installation Guide

What versions of FileOpen Plug-in are supported?

Build 852 or higher is required.

To check the build number on Windows:

1. Open your Adobe Acrobat/Reader.
2. Select Help at the menu bar.
3. Choose About Third-Party Plug-ins.
4. Click on FileOpen WebPublisher.
5. A FileOpen build information box appears.

To check the build number on Mac OS X:

1. Open your Adobe Acrobat/Reader.
2. Select Adobe Acrobat/Reader at the menu bar.
3. Choose About Third-Party Plug-ins.
4. Click on FileOpen WebPublisher.
5. A FileOpen build information box appears.

Shall I reinstall the FileOpen Plug-in, if I have it already?

If the build number is 852 or higher, you need not reinstall; otherwise, you have to reinstall it.

How can I uninstall the FileOpen Plug-in?

Please click here.

How do I count for the license of the FileOpen Plug-in?

The Plug-in is free to download and use. Please click here for details.

What versions of Adobe Acrobat/Reader are supported?

Version 7.0 or higher is required for Windows and Mac OS X.

Are other non-Adobe PDF viewers supported?

No. Only Adobe Acrobat/Reader are supported.

What operating systems are supported?

The FileOpen Plug-in will work on Windows 98 or later and Macintosh OS X. The installation guides can be found at:
Windows Installation Guide
Mac OS X Installation Guide

Are BlackBerry supproted?

No.

How do I register my computer?

Firstly, you must install the FileOpen Plug-in. Afterwards, you click on the registration link, which is included inside the DRM registration email.

The registration guides can be found at:
Windows Registration Guide
Mac OS X Registration Guide

Shall I need the Administrator privileges to be able to install the program?

Yes. If you do not have, you need to get in touch with your IT support team in your own company to get it.

Can I register offline?

No. You must complete the registration through the internet.

Which web browser shall I use to register?

The registration process works better through the Internet Explorer. Once you have registered, you can go back to your other browser to read the documents (Firefox, Opera etc), but the registration process itself should always be done in IE. For other web browsers, you may need to enter your GaveKal.com login information on the DRM registration dialog.

To register on Firefox, please click here.

Which IP address will the Plug-in connect to?

It connects to our DRM Permission Server, which is located at www.GaveKal.com or 202.123.206.227.

Can I open the documents offline?

Yes. After the first time registration, you can read offline but the FileOpen Plug-in will check permission every seven days.

Do I still need to login in order to view the documents?

- Yes. If you receives the document link to our web access, you must login before reading the PDF.
- No. If you receives the PDF as attachment, you can view on the registered computer.

Can I print the documents?

Yes. You can print at most FIVE hard copies. If you need more than five copies, please contact our Sales Team.

However, you cannot print them as PDF; otherwise, you will get a secure print error message as below:

If you are using Adobe Acrobat/Reader X, please disable Protected Mode at startup:

1. Open your Adobe Acrobat/Reader X.
2. Select Edit at the menu bar.
3. Choose Preferences.
4. Uncheck Enable Protected Mode at startup, under the General category as below:
   
5. Restart your Adobe Acrobat/Reader X.

Can I save the documents?

No, but you can right-click on the document at our website and save target as a copy.

Can I copy charts on the documents?

No, but you can contact our Sales Team for details.

Can I request more computers to read the documents?

Yes. Please contact our Sales Team for details.

Can I switch my computer, if it crashes (either replaced or rebuilt)?

Yes. Please either contact our Sales Team or Support Team to reset your account.

How can I do, if I have registered on the wrong computer?

Please either contact our Sales Team or Support Team to reset your account.

Why my computer has not been registered?

You may open the document on unregistered computers or your computer has not been registered with our DRM system. You must register your computer. The process of simply opening the registration link on Internet Explorer or FireFox on your intended computer will automatically register the machine.

If you have already registered your computer, please remove the GaveKal folder and re-register on Internet Explorer or FireFox.
Windows: %UserProfile%\Application Data\FileOpen\GaveKal
Mac OS X: /Library/FileOpen/GaveKal

This error message may appear if you have upgraded your Adobe Acrobat/Reader. Please reinstall the plug-in at here.

If you switch your computer, please either contact our Sales Team or Support Team to reset your account.

Why a GaveKal DRM Registration dialog prompts?

Sometimes the registration key missed or you were using Firefox to register your computer. Please enter your email address and password of GaveKal.com to complete the registration.

Why the Plug-in said "Invalid email address or password"?

Please make sure that your email address and password are entered correctly. The login information is same as your GaveKal.com login. If you forget the password, please click here.

Why my registration key has been used?

You may use the registration key on another computer. The key can only be used on a limited amount of computers, per user. To obtain additional registrations, please contact our Sales Team for details.

Why my registraion key is invalid?

You may type the registration key wrong. If you do not know the key, please contact our Sales Team for details.

Why the server answer is meaningless?

Your Plug-in is an old version. Please install the latest version. To check its version, please click here.

Why the server answer is an HTML error page?

There was an unexpected error. Please search a HTML file, txferror.htm, and send it to us for further investigation.

Windows: %UserProfile%\Application Data\FileOpen\GaveKal

Mac OS X: /Library/FileOpen/GaveKal

What does the error code 2738 mean?

There was an unexpected error. Please try to download the link below:
http://www.gavekal.com/DRM/download/build0852/FileOpenInstaller.exe

When I try to open an encrypted research document, I receive a pop up window entitled Adobe Update with the message "Some components needed to complete this operation are missing but information about them may be available on the Adobe website. Would you like to search the Adobe website for the missing components?"

If you have not already installed the plug-in, please click the OK button to complete the plug-in installation as shown at here and try opening the document again.

If you have already completed the plug-in installation, please check your Adobe preferences by following the below steps. Please refer to the below screenshot.

1. Open your Adobe Acrobat/Reader.
2. Select Edit at the menu bar.
3. Click on Preferences.
4. Choose the General category.
5. Locate the Application box.
6. Uncheck the option that reads Use only certified plug-ins.
7. Close your Adobe Acrobat/Reader and now open the encrypted document.

*** If the above FAQ cannot help you, please either contact our Sales Team or Support Team.