Unable to open files, but can protect files

Date Published: 08/17/2022

This article outlines the steps to take if you are unable to open a Keyavi-protected IKD file, but still are able to successfully protect files with Keyavi. These steps include attempting to open with another method, restarting your computer, verifying only one Keyavi Desktop Application is installed and reinstalling the application. If you are unable to open files or protect new ones (and you are not a Read Only user), see the Unable to protect or open files article.

Try a different method

Try protecting or opening the file with a different method. See Open an IKD file for more information. 

Check the file name  

If you are getting a Hmm...looks like this file doesn’t have a preview we can show you error message, check the file name to see if the file is in the correct format. The format for the file name requires that the original file extension immediately precede the .ikd file extension with no other characters in between. In other words, the file should be filename.originalfileextension.ikd. If the file has been copied or downloaded multiple times and automatically renamed to another format, (e.g., filename.fileextension(x).ikd or filename.fileextension – Copy.ikd) the file won’t be able to tell what native application to open up with. For example, a file with the name Report.pdf(1).ikd will not open properly in the native application  because there is text between .pdf and .ikd, but Report(1).pdf.ikd will open because the original file extension (.pdf) immediately precedes the .ikd file extension.  

Examples of incorrect file name                                                       

Examples of correct file name 

Restart your computer

Restarting your computer can clear the cache, eliminating issues preventing the file from opening or being protected properly. Save any work in progress and close all programs. Restart your device as normal and open the Keyavi Desktop Application by searching for Keyavi in the Windows Start Menu. Reattempt to open or protect the file.

Check if there are multiple Keyavi desktop applications

Check to see if you have additional Keyavi agents installed. To do so, navigate to Windows Search Bar, search for Apps & Features, and then look for Keyavi and you should see only one Keyavi program, version, and date.

If multiple versions are installed as showing in Apps & Features,  it is recommended to close out of all Keyavi applications, uninstall all versions, and then install the most current version. You may need to reach out to your IT deployment team if the software was deployed automatically, or you don’t have permissions to install Keyavi.

Reinstall Keyavi

Reinstalling Keyavi may require you to contact your IT Support. Search for Apps & features in the Windows Search Bar. Scroll down until you see Keyavi. Click on Keyavi and select Uninstall. Open the Keyavi Portal, and hover your cursor over the left-hand menu, and select Clients. Select Keyavi and run the follow the prompts in the installer. Once Keyavi is installed again, reattempt to open the file. For more information, see Download and install the latest Keyavi version.