Frequently Asked Questions
Below are some commonly-asked questions about KnowBe4's Second Chance. If you don't see the answer you need, submit a ticket to our support team.
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- What file types work with Second Chance?
- What URL rewriters and shorteners are Second Chance compatible with?
- Does Second Chance work with Outlook Web Access?
- Can I have a list of KnowBe4's No Prompt Domains?
- My users are clicking Continue but their browser window isn't appearing.
- After installing Second Chance, I'm getting an error when I open Excel.
- How is my data encrypted?
1) Question: What file types work with Second Chance?
Answer: Second Chance will prompt the user when they open, previews, or downloads any Office file (Word, Excel, PowerPoint) or a PDF attachment with a link from a supported mail client. PDF attachments must be opened in Adobe Reader DC, Sumatra, or Foxit Reader.
2) Question: What URL rewrites and shorteners are Second Chance compatible with?
Answer: The following table includes all of Second Chance's compatible URL rewrites and shorteners:
| Supported URL Shorteners | |
| Name | URL |
| Bitly | bit.ly |
| Bitdo | bit.do |
| Capsulink | cli.re, [www.]capsulink.com |
| Googl | goo.gl |
| Owly | ow.ly |
| TinyURL | tinyurl.com |
| Supported URL Rewriters | |
| Name | URL |
| Barracuda | linkprotect.cudasvc.com |
| Cisco | secure-web.cisco.com |
| FireEye | *.fireeye.com |
| Google (Gmail) | [www.]google.com |
| Mimecast | protect-*.mimecast.com |
| Outlook | *.safelinks.protection.outlook.com |
| PostOffice | clicktime.cloud.postoffice.net |
| Proofpoint | urldefense.proofpoint.com |
| Sophos | *.protection.sophos.com |
| Symantec | clicktime.symantec.com |
| TrendMicro | *.trendmicro.com |
| Trustwave | scanmail.trustwave.com |
3) Question: Does Second Chance work with Outlook Web Access?
Answer: No. Outlook Web Access is not supported.
4) Question: Can I have a list of KnowBe4's No Prompt Domains?
Answer: For security reasons, we can not share a list of our No Prompt Domains. Additionally, since the list is constantly changing, the data on the list would become outdated quickly.
5) Question: My users are clicking Continue but their browser window isn't appearing.
Answer: The browser window will not appear as a pop up on the screen after clicking, so it has most likely been opened. Depending on the default browser, there may be a flashing browser icon in the taskbar indicating a new link has been opened. Instruct your user to double-check their browser after clicking the Second Chance prompt to continue to the website, as it should have been opened.
6) Question: After installing Second Chance, I'm getting an error when I open Excel.
Answer: The error message The program can't start because MSVCR90.dll is missing from your computer. Try reinstalling the program to fix this problem is due to a known compatibility issue with Windows 10, Excel 2010, and Sophos/Hitman Pro.
7) Question: How is my data encrypted?
Answer: Your data is encrypted via HTTPS. This data falls under our normal privacy standards. For more details, see our privacy policy on our Product Privacy page.
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