HTML Guardian support

System requirements:
OS: Windows95 / 98 / Me / NT4 (SP6 required) / 2000 / XP / 2003 server / 2008 server / Vista / Windows 7 / Server 2012 / Windows 8 / Windows 8.1 / Windows 10
Hardware: 486 or better CPU, 64 MB RAM or more

Although not absolutely necessary, it is highly recommended that you have all target browsers installed on your system. In the process of debugging the encrypted page, the CodeAnalyzer™ engine and the debugging engines may need to interact with them if a situation not found in their database occurs.
We are continuously updating and improving CodeAnalyzer's database, so in 99% of all cases your files will be correctly encrypted even if you don't have any browser installed. But if you do have the browsers installed, this percentage will slightly increase (to 100% :)

Current version: HTML Guardian Personal/Professional/Enterprise edition - 7.8.7
CodeAnalyzer™ engine: build 91
Encryption engine: build 55
Debugging engine: build 67
Security auditor: build 32

Supported browsers: please see our FAQ

Syntax requirements: to ensure proper encryption, your files should comply with some very basic and simple syntax requirements. Html files should always have opening and closing html, head and body tags. Frameset files should always have opening and closing html and head tags and should not have a body tag. There should be no code outside the head or body tags.
In many cases files that don't comply with the above requirements will be displayed in browsers without errors. However, HTML Guardian needs these requirements to be fulfilled to ensure proper encryption for all files.

Before contacting our support team, please ensure problematic files have proper code syntax. See also the Support section of the Help file, it contains more troubleshooting information.
Almost always, the reason for the non-working encrypted files is the improper syntax of the original file.
Example of a file with a valid syntax:
<html>
<head>
..head tag content comes here...
</head>
<body>
..body tag content comes here...
</body>
</html>


The most common cases of improper syntax are files in which one or more of the
<html> , </html> , <head> , </head> , <body> , </body>
tags is missing or is not in the right place (for example <body> is before </head>).
Another common source of problems is putting code outside the <head>...</head> and <body>....</body> tags, for example:
<html>
<!--There should be no code here, not even comments -->
<head>
..head content comes here..
</head>
<!--There should be no code here, not even comments -->
<body>
..body content comes here..
</body>
</html>

Incorrect html and script comments may also cause problems:
A correct html comment looks like this <!--some comment -->
There should be no space after <!--, and there should be one space before -->
There should be no html comments inside script tags (except the commonly used <!-- at the beginning of the script and //--> at the end to hide the script from old browsers - but these tags are useless if you intend to encrypt the file, and the browsers for which they are needed practically do not exist anymore - so you better don't put <!-- ...... //--> in scripts at all).
Unclosed tags (for example an <Object ... > tag without a closing </Object> tag) or invalidly nested tags may also cause encryption failure sometimes.


Contacting technical support:
To contact our technical support team, please email to support@protware.com. You will receive a reply typically within one business day, often faster.
Please note that at this time we do not provide technical support for encryption of php files. However, please inform us for any problems you have when you encrypt php files.
Problems with encrypted files:
If you have problems with encrypted files, please before contacting our support read our FAQ and the 'Known Issues' section of the Help file and ensure that you have the latest version of HTML Guardian. The latest version available is always listed on this page, and you can see your version by clicking 'About' in the Help menu.
To be able to help, we need to reproduce your problem first. So please zip and send us the file that is causing the problem (of course, unencrypted:) together with all the files referenced in it (images, script files, applets, etc). Please also provide the following information:
- a brief description of the problem
- protection options used
- your operating system
- in what browser the problem appears - if the problem only appears when you open the file with a specific browser, please tell us the name, version, build, etc. Also, let us know if this browser is installed on the same computer where you encrypted the file.

Plain text files (like html, scripts, css, asp etc.) are often altered when sent as email attachments. That's why we kindly ask you always to send us whatever attached files zipped - we need to be sure we are testing exactly the same files as you.

We will use your files only for debugging and will delete them after the problem has been identified.
Please direct your questions regarding beta versions of our products to betatest@protware.com.
Please do not send encrypted files asking us to restore the originals - we can't do that. Backup your files often to avoid accidental data loss.


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