Registered Envelope Help

Frequently Asked Questions

Configuring Your Web Browser

Troubleshooting


Frequently Asked Questions

What is a Registered Envelope?

To ensure privacy, you should never send sensitive information through standard email, where it is susceptible to unauthorized access. Registered Envelopes use encryption to protect sensitive email messages so that you can send them safely across the Internet.

IronPort Encryption delivers Registered Envelopes directly to the recipient's email inbox in any standard email system. Then, the recipient can use a web browser to open the envelope. No special software is required.

Which password do I enter in a Registered Envelope?

The first time you receive a Registered Envelope, you are asked to register with IronPort Encryption. Use the password that you create during registration to open all Registered Envelopes that you receive.

If you forget your password, click the Forgot My Password link to reset your password.

Why do I have to register to open a Registered Envelope?

Every Registered Envelope is password protected. When you register, you create the password that you use to open the Registered Envelopes that you receive.

What is the Securedoc.html file that is attached to an encrypted email message, and is it safe to open that file?

The attached file named Securedoc.html contains the encrypted message that you have received. It also includes the information necessary to decrypt the message after your password has been verified.

To read the encrypted message, complete the following steps:

  1. Double-click Securedoc.html to download the file to your PC.
  2. Select whether to open the file or save it to your hard drive. Opening the file displays the attachment in a new browser window.
  3. When you are finished reading the attached file, close the browser window.

To protect your computer from viruses, we recommend that you install an antivirus software program from a reputable company, and use the program to scan all email attachments. Download files only from known senders. If you have questions about the validity of the message, contact the sender before opening an attachment.

What is a Personal Security Phrase?

A Personal Security Phrase helps protects you from password phishing threats. When you register with IronPort Encryption, you specify a short Personal Security Phrase that is known only to you and to IronPort Encryption. The Personal Security Phrase appears on Registered Envelopes that you receive when you are asked for your password.

The Personal Security Phrase appears on the Registered Envelope when you click the password field. If you do not see your Personal Security Phrase, click the link for more information.

Note: If you have not selected "Remember me on this computer," then the Personal Security Phrase may not be displayed.

If you have received a message unexpectedly and you think the message might be fraudulent, contact the sender before opening the attachment.

What is the "Remember me on this computer" option?

When you open a Registered Envelope using your password, your browser can store your login information. If you select the "Remember me on this computer" option, opening Registered Envelopes involves fewer steps.

Important: If you use a shared computer, do not select the "Remember me on this computer" check box.

When you select the "Remember me on this computer" option, the browser stores a persistent cookie that IronPort Encryption uses to identify you when you open a Registered Envelope.

What are message security levels?

When someone sends you an encrypted message, they assign a security level to that message. Registered Envelopes with a high security level require more rigorous authentication.

For messages with medium security, you do not need to enter your password each time you open a Registered Envelope if you have selected the "Remember me on this computer" option.

For messages with high security, you need to enter your password manually even if you have selected the "Remember me on this computer" option.

Configuring Your Web Browser

How do I stop a pop-up blocker from blocking a secure message?

To disable the pop-up blocker in Internet Explorer:

  1. Enter your password in the Registered Envelope, and click Open.
  2. After decryption, the following pop-up blocker message appears in the browser: "Pop-up blocked. To see this pop-up or additional options, click here..."
  3. Click the pop-up blocker message.
  4. Click the option to temporarily allow pop-ups.
  5. Re-enter your password in the envelope, and click Open.
  6. A new browser window displays the content of the secure message.

To disable the pop-up blocker in Firefox:

  1. Enter your password into the Registered Envelope, and click Open.
  2. After decryption, the following pop-up blocker message appears in the browser: "Firefox prevented this site from opening a pop-up window. Click here for options..."
  3. Click the pop-up blocker message.
  4. Select the "Allow pop-ups for" option to allow pop-ups for the Secure Envelope.
  5. Re-enter your password in the envelope, and click Open.

A new browser window displays the content of the secure message.

How do I enable cookies in my web browser?

To use some features of IronPort Encryption, including the Personal Security Phrase, you may need to enable cookies in your web browser.

To enable cookies in Internet Explorer:

  1. On the menu bar, select Tools > Internet Options.
  2. Click the Privacy tab. Verify that the privacy level is set to medium or lower. If the privacy level is set to custom, click the Default button and then set the privacy level to medium or lower.
  3. Click OK, and refresh the page where the Registered Envelope is displayed.

To enable cookies in Firefox:

  1. For Windows, on the menu bar, select Tools > Options.(For Macintosh, select Firefox > Preferences.)
  2. Click the Privacy icon.
  3. Select the check box labeled "Accept cookies from sites."
  4. Select the option to keep cookies until they expire.
  5. Click OK, and refresh the page where the Registered Envelope is displayed.
How do I enable JavaScript in my web browser?

To get the richest user experience, you may want to enable JavaScript in your web browser.

To enable JavaScript in Internet Explorer:

  1. On the menu bar, select Tools > Internet Options.
  2. Click the Security tab. Changing the security level to medium or lower enables JavaScript. To enable JavaScript without changing other security settings, click the Custom Level button. Under Scripting, select the Enable option for Active Scripting.
  3. Click OK, and refresh the page where the Registered Envelope is displayed.

To enable JavaScript in Firefox:

  1. For Windows, on the menu bar, select Tools > Options. (For Macintosh, select Firefox > Preferences.)
  2. Click the Content icon.
  3. Select the Enable JavaScript check box.
  4. Click OK, and refresh the page where the Registered Envelope is displayed.
How do I enable Java in my browser?

To open messages that have attachments, you may need to enable Java in your web browser.

To enable Java in Internet Explorer:

  1. On the menu bar, select Tools > Internet Options.
  2. Click the Security tab. Changing the security level to medium or lower enables Java. To enable Java without changing other security settings, click the Custom Level button. Under Scripting, select the Enable option for scripting of Java applets.
  3. Click the Advanced tab, and search for the Java (Sun) section.
    1. If the section called Java (Sun) exists, verify that the Use Java check box is selected.
    2. If the section called Java (Sun) does not exist, download and install Sun Java on your computer. Then verify that the Use Java check box is selected in the Advanced options.
  4. Click OK, and close all Internet Explorer windows.
  5. Restart the web browser to implement your changes.

To enable Java in Firefox:

  1. For Windows, on the menu bar, select Tools menu > Options. (For Macintosh, select Firefox > Preferences.)
  2. Click the Content icon.
  3. Select the Enable Java check box.
  4. Click OK, and close all Firefox windows.
  5. Restart the web browser to implement your changes.

Troubleshooting

Error Message: "To open this message, your account must first be activated."

Troubleshooting tip: Check your inbox for an activation email message. Note that the activation message may have been caught by a spam filter or sent to a junk email folder.

Error Message: "Incorrect password. Please try again."

Troubleshooting tip: The password you entered does not match the password for your IronPort Encryption account. Note that passwords are case sensitive. Verify that you did not accidentally press the Caps Lock key before entering the password. If you forgot your password, click the Forgot Password link on the envelope.

Tips for Opening Envelopes

If you cannot open an envelope because your name does not appear in the To: field, see "Opening Envelopes When You Are a BCC Recipient"

If you encounter other issues when opening a Registered Envelope (and the preceding error messages do not apply), complete the following troubleshooting steps:

  1. Enter your password, and try using the Open Online feature.
  2. Instead of opening a Registered Envelope directly, you can use the Open Online feature. To open a Registered Envelope online, enter your password and click on the Open Online link in the lower right corner. When you use the Open Online feature, you send the message back to the IronPort Encryption server for decryption rather than decrypting it locally. You may need to use the Open Online feature if browser settings or email system restrictions prevent you from opening a Registered Envelope. Opening an envelope online is slower than decrypting it locally.

  3. Forward the message to mobile@res.cisco.com.

    IronPort Encryption will send you a message with a link that you can click to open the envelope online.

Opening Envelopes When You Are a BCC Recipient

If you are a BCC recipient of a Registered Envelope, your email address is not listed in the To: field.

To open the envelope, complete the following steps:

  1. Click the option labeled "Select a different address."
  2. In the drop-down list, select "Address not listed."
  3. Enter your address manually.

If you are not a registered user with IronPort Encryption, you need to complete the registration process.

Contacting Customer Support

For further assistance, contact Customer Support for IronPort Encryption by sending an email to support@ironport.com. Support is staffed 24 hours a day on weekdays.