Unblocking Files Blocked by Airlock

Airlock helps protect your system by blocking files that may pose a security risk. Sometimes, legitimate files are blocked. The quickest way to have a file unblocked is to export the Airlock log file and attach it to your HelpHub request.

Step 1: Export the Airlock Log File

1. Open the Airlock Client on your device.
2. Navigate to Logs or Events.
3. Locate the entry for the blocked file.
4. Click Export Log (usually as a .txt   or .csv   file).
5. Save the file to your computer.

Step 2: Submit a HelpHub Request

1. Go to the HelpHub portal.
2. Create a new support request.
3. Include:
   • File name and path
   • Reason for unblock (e.g., “Required for business application”)
4. Attach the exported Airlock log file to your request.
5. Submit the ticket.

Step 3: IT Security Review

• IT will review the log details and confirm the file is safe.
• If approved, the file will be added to the allowlist and restored.

Why Attach the Log File?

• It provides all necessary details (hash, path, reason for block).
• Speeds up the approval process.
• Reduces back-and-forth communication.