PROBLEM: Encrypted file cannot be downloaded or shared due to missing file keys

Solution

To get a file key for the desired file, you need the support of other DRACOON users.

1. Ask other users of the respective data room to sign in to the DRACOON Web App or with DRACOON for Windows/Mac.
2. If users sign in with the DRACOON Web App, ask them to open any encrypted data room and then enter their decryption password—otherwise, no file keys can be generated for you.
   Under DRACOON for Windows/Mac, the decryption password has probably already been entered once before and is already stored on the PC/Mac, so it is usually not necessary to enter the decryption password.
3. The DRACOON Web App or DRACOON for Windows/Mac of the other users will automatically start generating missing file keys for other users (thus, also for you) in the background. This usually takes only a few minutes.
4. Wait a few minutes, and then retry downloading or sharing the file, respectively.
5. If the message about the missing file keys reappears, wait a little longer while the other data room users remain signed in and file keys are still being generated for you on the devices of the other users.

 Tip: If there are many files in the data room (e.g. more than 10,000), the creation of the file keys may take quite some time. In this case, the time can be shortened if multiple data room users sign in to the DRACOON Web App or DRACOON for Windows/Mac so that the key generation is distributed among multiple users. If necessary, ask multiple users of the respective data room to sign in and enter their decryption password when prompted (in the DRACOON Web App, users must first open any encrypted data room before the encryption password prompt appears).

Special case if you have changed your decryption password

If you recently changed your decryption password in the DRACOON Web App (e.g. because you forgot your old one), you need new file keys for all files in all encrypted data rooms you are authorized to access. Since this can affect a lot of files (depending on the number of data rooms and the number of files in them), in this case, the DRACOON configuration manager will get a notification in the DRACOON Web App that a user has changed his decryption password and therefore a lot of new file keys might have to be generated. The configuration manager can then enter the system-wide emergency password, which can be used to automatically generate missing file keys (provided that the individual data rooms have been secured with the system-wide emergency password).

Thus, please wait a little after changing your decryption password—probably after some time, all your file keys will have been regenerated by the alarmed configuration manager and additionally by other users, so you regain access to all encrypted files. If this is not the case, or if you need immediate access, ask other users of the data room to sign in to the DRACOON Web App, open any encrypted data room, and then enter their decryption password. If you have a lot of encrypted data rooms, please also ask the configuration manager to sign in to the DRACOON Web App and then enter the system-wide emergency password (the configuration manager will be shown a task in the upper right corner).