Secure Email Help FAQs

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” below.

If you encounter other issues when opening a Registered Envelope, complete the following troubleshooting steps:

• Try using the Open Online feature: Instead of opening a Registered Envelope directly, you can use the Open Online feature. To open a Registered Envelope online, click on the Open Online link in the lower right corner, then click the “Open Online” button. When you use the Open Online feature, you send the message back to our server for decryption rather than decrypting it locally. You may need to use the Open Online feature if browser settings or e-mail system restrictions prevent you from opening a Registered Envelope. Opening an envelope online is slower than decrypting it locally.
• Forward the message to mobile@uthscsa.edu: Our server 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 (blind copy) recipient of a Registered Envelope, your e-mail address will not be 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 e-mail address manually, and click the “Submit” button.
4. If you are prompted for a password, leave it blank, and click the “Open” button.

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

To disable the pop-up blocker in Internet Explorer:

1. Click the “Open” button on the Registered Envelope.
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. Click the “Open” button on the Registered Envelope again.
6. A new browser window displays the content of the secure message.

To disable the pop-up blocker in Firefox:

1. Click the “Open” button on the Registered Envelope.
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. Click the “Open” button on the Registered Envelope again.
6. A new browser window displays the content of the secure message.

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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.” Select the option to keep cookies until they expire.
4. Click OK, and refresh the page where the Registered Envelope is displayed.

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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.

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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. If the section called Java (Sun) exists, verify that the Use Java check box is selected. 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.