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HTML Guardian support

Please note: We only provide technical support by email, in English. Any support requests in other languages will not be answered.

System requirements:
OS: Windows95/98/Me/NT/2000/XP/2003 or later
Hardware[minimum]: 486 or better CPU, 16 MB RAM
Hardware[recommended]: Pentium III or better CPU, 128 MB RAM

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

Supported browsers: please see our FAQ

Syntax requirements for HTML files: 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 tag. Frameset files should always have opening and closing html and head tag and should not have a body tag. There should be no code outside the head or body.
In many cases files which don't comply with the above will be displayed by browsers without errors, but HTML Guardian needs these requirements to be fulfilled.

Before contacting our support team please ensure files you have problems with comply with the above!
We receive a big amount of support requests for non-working encrypted files and the reason in 99% of the cases is the improper syntax of the original file.
Example of a file with a valid syntax:
..head content comes here...
..body content comes here...

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:
<!--There should be no code here, even comments -->
..head content comes here..
<!--There should be no code here, even comments -->
..body content comes here..

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 they are useless if you intend to encrypt the file, and browsers for which this is needed practically do not exist anymore - so you better don't put <!-- ..... //--> in scripts at all).

Contacting technical support:
To contact our support team, please mail to support@protware.com. Your will receive a reply typically within one business day, but in many cases faster.
Problems with encrypted files:
If you have problems with the 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 our website, and you can see your version by clicking 'About' in the Help menu.
To be able to help, we will need to reproduce your problem. So please zip and send us the file (of course, unencrypted:) that causes the problem together with all the files referenced in it (images, script files, style sheets, 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, built, etc. Also, is this browser installed on the 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.

Please do NOT send us files which we can't test - for example .asp files that connect to databases.

If you do not receive a reply from us, this could be because of misconfigured anti-spam settings on your mail server or client - check them and resend your email.

We will use your files for debugging only and will delete them after the problem is identified.

Please do not send encrypted files asking us to restore the original. We can not do that.

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