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"Unable to load data files" appears when encrypting an email in Trend Micro Encryption for Email (TMEE)

    • Updated:
    • 17 Oct 2016
    • Product/Version:
    • Encryption for Email 5.7
    • Encryption for Email 5.8
    • Encryption for Email 5.9
    • Platform:
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
Summary
The following error message appears when trying to encrypt an email using TMEE Outlook plug-in:
Unable to load data files - please restart your computer and try again.
If this problem persists please contact Support.
Unable to load data file.
Details
Public
To resolve the issue, restore the data files from your backup:
  1. Stop the ppSrv service.
  2. Restore the data files to the <TMEEC_User>\ppTools folder.
  3. Restart the ppSrv service.
If there is no backup, register again the email address:
  1. Click the Tray Tool icon, which is the red padlock, on the Windows tasks tray.
  2. Select Shutdown and click Exit to unload TMEE.
  3. Stop the ppSrv service.
  4. Delete the "DatFilesCreated" key under HKEY_CURRENT_USER\Software\IdentumLimited\Private Post v4.
     
    You may also check under HKEY_LOCAL_MACHINE for this key.
  5. Restart the ppSrv service.
  6. Load the TMEE Tray Tool to launch the Registration Wizard and register an email address.
If the above procedure did not work, do the following:
  1. Recreate the user profile on the Exchange Server. For more details, refer to the Microsoft article Manage Mail Users.
  2. Uninstall and reinstall TMEE using Control Panel's Add/Remove Programs.
If the issue still persists, do the following:
  1. Test if the same issue also occurs using a different user account on the same machine.
  2. Collect the Case Diagnostic Tool (CDT) logs and Trace logs from Encryption for Email Tray Tool Advanced menu. Make sure to archive the logs into one file.
  3. Submit the result and collected logs to Trend Micro Technical Support.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1101580
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