Nitro 11 unable to open encrypted File (McAfee)

[FA1 0]

I have multiple nitro version running in my organization. (version 9, 10, 11 and 12).

recently we just implemented file and folder encryption solution from McAfee. unfortunately, some users that using nitro version 11 unable to open the file from encrypted folder whereas the rest of the users that is using version 9, 10 and 12 has no problem opening and saving the files. Either I click the file or open the file from Nitro 11, Nitro will just do nothing but blank screen. No tab even opened.

Any idea how to do debug what happen with Nitro 11?

[FA1 0]

Can I downgrade from Nitro 11 to Nitro 10? We have some compatibility with another application when running Nitro 11 but no issue with Nitro 10.