I have some files locked by sure click that I can't open, I can't copy and so on

[UF56]

Files locked by HP sure click

[Deep_World]

Hi @UF56,

Welcome to the HP Support Community!

Thanks for reaching out!

We're thrilled to have the opportunity to assist you and provide a solution.

Sorry for the inconvenience caused don’t worry let me help you.

To better understand the issue, could you please provide a few more details?

• Are these files located in a browser download folder, email attachment, or a specific application?
• Do you see any error messages when you try to open or copy the files?
• Have you recently updated HP Sure Click or Windows before this issue started?

In the meantime, here are some troubleshooting steps you can try:

1. Check HP Sure Click Isolation
   • HP Sure Click may isolate files it considers unsafe. Try opening the HP Sure Click dashboard and check if the files are listed under “Isolated Threats.”
2. Export or Save Files Outside Isolation
   • If the files are quarantined, HP Sure Click sometimes allows exporting them safely. Look for an option like Save As or Export in the Sure Click interface.
3. Update HP Sure Click & Security Software
   • Open HP Support Assistant and check for updates to HP Sure Click, BIOS, and security drivers.
   • Outdated versions may cause files to remain locked unnecessarily.
4. Try Safe Mode Access
   • Restart your laptop in Safe Mode with Networking.
   • Attempt to access the files outside of Sure Click’s isolation environment.
5. Check File Permissions
   • Right-click the file → Properties → Security tab.
   • Ensure your user account has full control permissions.

I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World

[UF56]

Files has been copied from my previous laptop to an external drive. Now, if I try to access these files from the new laptop they looks locked by sure click and the message is that they cannot be decrypted... On new laptop I have HP Wolf Security.

[UF56]

In addition, the files required permission for "everyone" but I can't add this permission... They are marked with a padlock and in the properties it looks like they are associated to a key related to my username on the old laptop. I tried to open them with my old laptop (still available) with same bad result...

[UF56]

Some additional information about the behaviour, sorry in italian language...

Of course I didn't decide to encrypt the files... 🙂

 

 

 

 

 

[Deep_World · Accepted solution]

Hi @UF56,

Thanks for your response. 

From what you’ve described, it sounds like the files may have been protected by HP Sure Click / HP Wolf Security isolation policies or by Windows file encryption (EFS) tied to your old user account. 

Here are few additonal steps you can try:

1. Check File Ownership and Permissions
   • Right-click the file → Properties → Security tab → Advanced.
   • Verify the “Owner” field. If it still shows your old laptop’s user account, try changing ownership to your current account.
2. Check for EFS Encryption
   • Right-click the file → Properties → General tab → Advanced.
   • If “Encrypt contents to secure data” is checked, the file is encrypted with your old Windows account key.
   • To access it, you would need to log in with the original Windows account that created the encryption or export/import the encryption certificate from the old laptop.
3. Try Opening on the Original Laptop
   • Since you mentioned you still have the old laptop, confirm you are logged in with the same Windows account that originally created the files.
   • If possible, export the encryption certificate from the old system and import it into the new one.
     
     I hope this helps.

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 

Take care and have an amazing day ahead! 

Best regards,

Deep_World