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FAQs

Webcast Recording:
Tips & Tricks to get
the most out of ShareVault

Q1: I forgot my password — how can I get a new password?

A: You can reset your password yourself — just click the "Forgot password" link on the Sharevault login page. Enter your email address, and we will send you an email containing a password reset link, valid for one hour. To reset your password, just click the link within one hour and follow the instructions. NOTE: You must remain at the same IP address when requesting a new password. If your IP address changes, or if you wait more than an hour to click the password reset link, you can click the "Forgot password" link again and start the process over.

Q2: I forgot my login ID — how can I find out what it is?

A: Your login ID is simply your email address. If you have multiple email addresses, be sure to use the one to which the ShareVault invitation was sent. You may have also defined a login alias, but if you have forgotten that, you can always login with your email address. Once you login, click on the "preferences" tab to check your login alias.

Q3: What is ShareVault Reader?

A: ShareVault Reader is an app that displays and prints encrypted PDF documents. ShareVault Reader is a simple, lightweight and fast application that opens almost instantly and allows for very fast scrolling so that you can more quickly review documents. ShareVault Reader also provides a number of important security features that are not available with other PDF Reader applications. For example, it incorporates Information Rights Management (IRM) technology that allows the ShareVault Administrator to revoke the right to open a document even after it has been downloaded (if downloading is allowed). To use ShareVault Reader, you'll be guided through the quick, simple and straightforward installation process. Installing ShareVault Reader does not require that you have administrative rights to your computer.

Q4: My IT department has questions about ShareVault Reader — What should I tell them?

A: You can provide the following information to your IT department if they have any questions:

  • ShareVault Reader is a simple, fast and lightweight document reader app that allows secure viewing and printing of documents downloaded from ShareVault.
  • ShareVault provides Information Rights Management (IRM) functionality via an encrypted PDF file format called SVPDF.
  • To open SVDPF files, users must be logged-in to ShareVault, and have current rights to open the documents.
  • ShareVault Reader Installers are available as MSI (Windows) or PKG (Mac). The appropriate installer is automatically provided to ShareVault users as needed, and are also available for download below:
    Favicon ShareVault Reader for Windows (ShareVaultReader.msi)
    Favicon ShareVault Reader for Mac (ShareVaultReader.pkg)
  • By default, running the ShareVault Reader installer for Windows does not require Administrator privileges on the user’s computer.

Q5: Is there a way to download multiple documents at once?

A: Yes, if you have the rights to download documents (some documents are view-only). Select a tag or group of tags, then select the documents that you want to download using shift+select or ctrl+click (⌘+click on a Mac) to select multiple files. You can use “Select All” button to select all files within the selected tag(s). Then click the batch download icon (Batch Download). The selected documents will be zipped, and you can save the zip file to your computer. The zip file will contain folders based on your tag structure. At a later time, you can publish the zip file to another ShareVault and the structure from your original ShareVault will be recreated in your new ShareVault.

Q6: Some files are missing in the ShareVault — what's wrong?

A: Your ShareVault Administrator may not have granted you permission to view the documents. If you would like to request permission to certain documents, please contact your ShareVault Administrator. If you don't have the Administrator's contact information, please click on the “Help” tab and then click on the Support Hotline button. The Administrator's contact information will be listed above the ShareVault Support contact information.

Q7: I can't print documents — why not?

A: Your ShareVault Administrator may not have granted you the right to print the document. If you would like to request the right to print documents, please contact your ShareVault Administrator to get the permission to print. If you don't have the Administrator's contact information, please click the “Help” tab and then click on the Support Hotline button. The Administrator's contact information will be listed above the ShareVault Support contact information.

Q8: I can't copy/paste text from the document — what's wrong?

A: Your ShareVault Administrator may not have granted you the right to copy/paste text from the document. Please contact your ShareVault Administrator. If you don't have the Administrator's contact information, please click the “Help” tab and then click on the Support Hotline button. The Administrator's contact information will be listed above the ShareVault Support contact information.

Q9: I can't save a document to my computer — what's wrong

A: Your ShareVault Administrator may not have granted you the right to save the document. If you would like to request the right to save documents, please contact your ShareVault Administrator. If you don't have the Administrator's contact information, please click the “Help” tab and then click on the Support Hotline button. The Administrator's contact information will be listed above the ShareVault Support contact information.

Q10: The document window shows black (dark gray on a mac) — what's wrong?

A: Your ShareVault Administrator might have blocked screenshots for the document you are viewing. If you are using ShareVault Reader and you try to take a screenshot or share your screen with another person, the result will be that documents that have been protected against screenshots will be blacked-out (grayed-out on a mac) within the ShareVault Reader window. If you would like to change this behavior, please contact your ShareVault Administrator. If you don't have the Administrator's contact information, please click the “Help” tab and then click on the Support Hotline button. The Administrator's contact information will be listed above the ShareVault Support contact information.

Q11: What browsers are supported?

A: ShareVault is regularly tested on recent versions of the following browsers:

  • Google Chrome for Windows and Mac
  • Mozilla FireFox for Windows and Mac
  • Safari for Mac
  • Microsoft Internet Explorer, version 8 or greater

Q12: Will ShareVault work with a Mac?

A: Yes. ShareVault prides itself on fully supporting Mac for both Administrators and end users.