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Support

Below are answers to the most common problems you may encounter:

The HTTP file upload fails. What should I do?
The Password Removing Utility fails to get password information
The Password Removing Utility fails to decode password-protected file

You can find answers to many questions at our FAQ page.

Contact Us

If after reviewing our FAQ section you still can't resolve your problem or have questions, feel free to contact us via email at

support@repairfiles.com


The HTTP file upload fails. What should I do?

The HTTP file upload may fail as a result of:
- communication error
- the uploaded file is too large in size
- your browser doesn't support HTTP file uploads

If this happens, there is nothing to worry about! You need to complete the Order Form and upload your file via FTP to ftp://ftp.repairfiles.com/incoming/excel/ or attach the file to the email and send it to
support@repairfiles.com.

If the size of you file is too large, we strongly advise you to upload it via FTP. Note: our FTP server supports resumed uploads. You don't need to bother about confidentiality because the upload folder has write-only permissions and no one can download your file from our FTP server. When using FTP you must logon as an anonymous user.



The Password Removing Utility fails to get password information

Some of the possible reasons for getting an error message instead of valid password information are collected in the table below.

Symptom, Message Reason, Solution
Error message:
"Error when opening Excel file: Invalid OLE document"
Either the file is not an Excel or Word document or the file is damaged.
Check if you have selected the correct file. If the file is correct and you keep getting an error message then your file is most probably damaged. In this case please contact us via email at support@repairfiles.com or send it for repair to the Excel Repair Service.
Error message:
"Error when opening Excel file: Invalid Excel document"
The file format is correct but the version is unsupported.
The Password Removing Utility currently supports Microsoft's Excel and Word, versions 95/97/2000. If your file has a different version, please contact us via email support@repairfiles.com.
Error message:
"Error when opening Excel file: Password protection not found"
The file is not password-protected.
Check if you have selected the correct file.



The Password Removing Utility fails to decrypt password-protected file

The password-protection key for your file has been found, but you get an error message while trying to decrypt the file or while opening the decrypted document. Possible reasons for such an error are collected in the table below.

Symptom, Message Reason, Solution
Error message:
"Error when decrypting Excel file: Invalid key"
Either you forgot to enter the key or the key is invalid.
Check on the entered key.
The file was decrypted successfully, but you get an error while opening the decrypted document.
The file is damaged.
Please contact us via email at support@repairfiles.com or send the encrypted file for repair to the Excel Repair Service.

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