Recipient Guide for Cisco Secure Email Encryption Service 10.0

First Published: 2024-04-25

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CONTENTS

Opening Your First Secure Message 1

CHAPTER 1

Overview of Secure Messages 1

Why Use Secure Messages? 2

Secure Message Notification 2

Components of a Secure Message 6

Steps to Opening Your First Secure Message 8

Save the Encrypted Message File Attachment to Your Hard Drive 9

Open the File in a Web Browser 9

Click the Register Button to Enroll with the Service 9

Activate Your Encryption Service Account 11

View the Secure Message Again and Enter Your Password 11

Opening Secure Messages After You Activate Your Encryption Service Account 11

Opening Secure Messages Through Google Sign-in 12

Overview of Sending Email 13

CHAPTER 2

Composing and Sending an Email 13

Using the Automatically BCC me on this Email Option 15

Requesting Read Receipts 15

Using the Address Book 15

Adding an Address to the Address Book 16

Deleting an Address from the Address Book 16

Editing an Address 16

Adding an Email Address to a Message from the Address Book 16

Managing Messages 17

Retrieve All Sent Messages 17

Retrieve Specific Messages 18

Recipient Guide for Cisco Secure Email Encryption Service 10.0

iii

Basic Search 18

Advanced Search 18

Viewing Message Details 19

Viewing Message Details in Single-Message View 20

Locking and Unlocking Messages 20

Locking Messages 20

Unlocking Messages 21

Setting Message Expiration Dates 21

Removing a message expiration date: 22

Editing Your Profile 22

Setting Your Local Time Zone 23

Editing Personal Details and Preferences 23

Troubleshooting Secure Message Issues 25

CHAPTER 3

Troubleshooting Tips 25

Issue: Open Button Is Missing from the Message or Does Not Work 25

Issue: Email Address Does Not Appear in the To: Field 26

Issue: Secure Message Is Not Displayed Properly 26

Issue: Message Processing Slows Down or Stops 26

Issue: Password Is Forgotten or Does Not Work 26

Issue: Microsoft OWA 2007 Compatibility 27

Issue: Compose Message Link is Not Visible in the Left-Hand Navigation Menu 27

Issue: Accented Characters Not Rendering Correctly for Secure Emails (Plain Text or HTML) 27

Issue: Secure Message Not Opening Properly on Firefox 28

Additional Resources 28

Cookies Used in Secure Email Encryption Service 28

Secure Message Help 29

Frequently Asked Questions 29

Customer Support 29

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Contents

CHAPTER 1

Opening Your First Secure Message

This chapter provides step-by-step instructions for first-time recipients of password-protected secure messages.

It explains how to enroll with Cisco Secure Email Encryption Service and open secure messages.

This chapter discusses the following topics:

The latest version of this guide and other Secure Email Encryption Service documentation is available on this

https://www.cisco.com/c/en/us/support/security/email-encryption/products-user-guide-list.html.

Note

If JavaScript is disabled on your web browser, the functionality of some of the web pages will not work.

Important

If you are using Internet Explorer to access the web pages, it might cause alignment issues. It is recommended

to switch to any one of the following supported browsers:

• Google Chrome

• Mozilla Firefox

• Safari (for MAC operating system)

Important

• Overview of Secure Messages, on page 1

• Steps to Opening Your First Secure Message, on page 8

• Opening Secure Messages After You Activate Your Encryption Service Account, on page 11

• Opening Secure Messages Through Google Sign-in, on page 12

Overview of Secure Messages

A Secure Message is a type of encrypted email message. Some Secure Messages are password-protected,

whereas others are encrypted but do not require a password.

If you receive a password-protected Secure Message, you need to set up a free user account with Cisco Secure

Message Service to open your encrypted message.

Recipient Guide for Cisco Secure Email Encryption Service 10.0

After you enroll with the service, you can use your account password to open all Secure Messages that you

receive—from any sender. You can also use the service to send and manage your own Secure Messages.

Why Use Secure Messages?

Secure Messages enable you to easily send and receive encrypted email. Typically, senders encrypt messages

to prevent important or confidential information from getting into the wrong hands. Encryption protects against

accidental breaches of security, as well as intentional illegal and malicious security breaches. Often, when

individuals or organizations send Secure Messages, they want to protect confidential information for the

benefit of the recipient. In some cases, senders are required to maintain confidentiality because of government

regulations or statutes. For example, a health care provider might use a Secure Message to convey confidential

information about a patient’s medical history, and a financial institution might send protected information

about a personal bank account.

Secure Message Notification

When someone sends you a Secure Message, you receive the following files:

• Notification email message. The notification message indicates that someone has sent you a secure,

encrypted message in the form of a Secure Message. The notification also includes links to information

about Secure Messages and Encryption Service.

• Encrypted message file attachment. The notification message includes an encrypted message file

attachment. The file attachment uses the naming convention of securedoc_date Ttime .html where date

and time are represented as a numerical date and time stamp that are added to the file. For example, you

might receive a file called securedoc_20100615T193043.html, where the year, month, and day are

represented as 20100615 and time is represented as 193043. This file contains both the Secure Message

and the encrypted content. To view the Secure Message, save the file attachment to your hard drive.

Then, double-click the file to display the Secure Message in a web browser. Typically, a computer must

have an Internet connection to properly display the Secure Message and decrypt the message.

If the email administrator has enabled the support for large file attachments, and

the secure message contains a file attachment of size greater than 25 MB, then

the securedoc html attachment is not present in the secure message.

Note

The notification message that you receive will look in one of the following ways:

• The following figure shows a notification email message with the Read Messagebutton. To read a secure

message, click the Read Message button. By default, the Read Message link is valid for a maximum of

14 days. After the link expires, you can read messages by opening the attachment in a web browser or

forwarding the message to mobile.res.cisco.com.

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Why Use Secure Messages?

• The following figure shows a notification email message with the Read Message button. The email

expiration month is in text format and the day of month with timestamp. This new date format is applicable

for custom templates only.

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Secure Message Notification

• The next figure shows a notification email message without the Read Message button. To read a secure

message, open the securedoc_dateTtime.html file attachment in a web browser or forward the message

to mobile.res.cisco.com. For more information, see Steps to Opening Your First Secure Message, on

page 8.

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Secure Message Notification

• The following figure shows a notification email without the securedoc html attachment and the expiry

date. This notification type appears when the secure message contains a file attachment of size greater

than 25 MB. Click the Read Message button to open the secure message.

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Secure Message Notification

The file attachment includes software to decrypt the encrypted message when you enter the password for your

user account. In some cases, the included software cannot decrypt the message, and you must use one of the

alternative decryption methods. For more information about alternative methods for opening secure messages,

see Troubleshooting Secure Message Issues, on page 25

Note

Some encrypted messages may be sent to the Spam folder. Please check your Spam folder for secure messages.

Additionally, you may notice a yellow or red warning banner on secure messages. You can click the "Looks

safe" button.

Note

You cannot open a secure message if its encryption key has expired. Your email administrator configures the

validity of the encryption key. If the encryption key has expired, you will see the error message: "Cannot open

this secure message. This secure message has expired due to the security setting configured by the

administrator."

Note

Components of a Secure Message

When you click on the Read message button in the received secure message, it directs you to the web browser

and the message is displayed.

The Secure Message login page displays the recipient email addresses in a searchable drop-down box. You

can use the searchable drop-down box to open a secured message in any one of the following ways:

• Select the required recipient email address from the searchable drop-down box.

• Search for a recipient email address by entering any character that matches the recipient email address

in the searchable drop-down box.

If JavaScript is disabled on your web browser, you will not be able to search for a recipient email address.

You can only view and select the list of recipient email addresses in the searchable drop-down box.

Note

If you send a Secure Message to a single recipient, the “Your Address” field is auto-populated with the

recipient's email address. If there are multiple recipients in the 'To' and 'CC' address fields of the Secure

Message, the “Your Address” field is auto-populated when you enter any character that matches the recipient

email address in the searchable drop-down box.

If you have received the secure message as a BCC recipient, you need to select the ‘Address Not listed’ option

from the searchable drop-down box and enter the recipient email address manually.

Note

If you have already enrolled with the service, the Open button appears. Click the Open button to decrypt the

content and view your message.

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Components of a Secure Message

If you have not enrolled with the service, you will be directed to enroll and create a user account before you

can enter your password. If your email address is not associated with a user account, the message may display

a Register button. In that case, click the Register button to enroll with the service.

When you open the securedoc attachment in the received mail, the Secure Message is displayed in a web

browser.

The following table describes the important features of a Secure Message highlighted in above figure.

DescriptionFeature

The address fields identify the sender in the From: field and intended recipient in the

To: field.

Address fields and

subject line

If the secure message is password-protected, enter your Encryption Service password

to open the message. If you have not enrolled with the service, you will be directed

to enroll before you can enter your password.

Password field

If you receive a password-protected message and you have already enrolled with the

service, the Open button appears. Click the Open button to decrypt the content and

view your message. The Open button appears only after you enroll with the service

and create a user account. If your email address is not associated with a user account,

the message may display a Register button in place of the Open button. In that case,

click the Register button to enroll with the service.

If the Secure Message was sent to you with low security, you will see an Acknowledge

button instead of an Open button.

Your company may have configured a single-sign-on (SAML) login for

you to use with the Cisco Secure Message Service. In this case, a pop-up

will appear that allows you to log in using your company’s credentials.

Note

Open button

If you have a Google account, you need to register by clicking the Google Sig-up

button. After registering, you can signin with Google and read your secure messages.

In this case, you do not have to enroll with Encryption Service or enter the Encryption

Service password.

button

Click the Help link to access the online help for Secure Messages. The online help

describes the standard and alternative methods for opening Secure Messages. It also

provides a link to frequently asked questions (FAQs).

Help link

The message security level can be low, medium, or high. The default is medium. When

a message is sent with low security, you do not need to enter a password to open it.

Medium security enables standard password features. When a message is sent with

high security, you must always enter a password to open it, even if you previously

chose the “Remember me on this computer” option.

Message security

level

Select the “Remember me on this computer” check box to have your settings

remembered on your computer. These settings vary depending on the encryption

profile. For example, when receiving a medium security message, you may not have

to enter a password to open it, but when receiving a high security message, you will

always have to enter your password.

Remember Me

checkbox

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Components of a Secure Message

DescriptionFeature

Select the language that will be used to translate incoming Secure Messages. This

selection will override the language that is determined by the System Default Locale

set in the BCE configuration file.

Language

Displays the image that you chose as the custom logo for the envelope profile in

Account Management > Branding > Images page in the Encryption Service application.

Logo

For information about other Secure Message features, see the frequently asked questions (FAQs) at:

https://res.cisco.com/websafe/help?topic=FAQ

Many Secure Message components vary from each other, depending on several factors, including:

• The sender’s account configuration.

• The software available on the recipient’s computer.

• Modifications that email gateways sometimes make to the encrypted message file attachment.

• The status of the recipient as either enrolled or unenrolled with the service.

Secure Messages are dynamic, and the components of a particular message can vary over time.

Steps to Opening Your First Secure Message

This section provides step-by-step instructions for opening a password-protected Secure Message for the first

time. The steps demonstrate a typical scenario for a first-time recipient. Some of the steps may vary, depending

on the particular circumstances. If you have a Google account, you can open the secure messages using Google

authentication. For more information, see the Opening Secure Messages Through Google Sign-in, on page

12.

These steps apply to first-time recipients opening a password-protected message only. After you enroll with

Encryption Service and activate your account, you can use your password to open secure messages from any

sender. If you receive a Secure Message that is not password-protected, you do not need to register to open

the message. For more information, see the Opening Secure Messages After You Activate Your Encryption

Service Account, on page 11.

Note

To open your first secure message, you must perform the following steps.

If the secure message contains a file attachment size of more than 25 MB, the securedoc html attachment is

not present in the secure message. In such cases, click the Read Message button on the secure message and

start from step 3 below.

Note

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Steps to Opening Your First Secure Message

Procedure

Step 1 Save the Encrypted Message File Attachment to Your Hard Drive, on page 9

Step 2 Open the File in a Web Browser, on page 9

Step 3 Click the Register Button to Enroll with the Service, on page 9

Step 4 Activate Your Encryption Service Account, on page 11

Step 5 View the Secure Message Again and Enter Your Password, on page 11

Save the Encrypted Message File Attachment to Your Hard Drive

When you receive a secure message notification, you need to download the file attachment (securedoc_date

Ttime .html where date and time represent the time stamp appended at the time the mail is sent), and save it

to your hard drive before opening it.

The dialog box for saving an attachment may look different, depending on your email program, and whether

you use a web mail site, such as Yahoo! Mail, Gmail, or Hotmail.

Note

For more information about the notification message, see the Secure Message Notification, on page 2.

Open the File in a Web Browser

Open the securedoc_date Ttime .html file (from the downloaded location on your system) in a web browser.

Do not open the file directly from the email attachment. You must first download the file to your system and

then open the html file from the downloaded location in your system.

Note

The Secure Message displays the registartion page.

Click the Register Button to Enroll with the Service

You need to register your account with Cisco Secure Email Encryption Service to open a Secure Message.

Your company may have configured single-sign-on (SAML) authentication for you to use with Encryption

Service. In this case, the new user registration is a shortened registration and only requests that you enter the

portal language and the name for the Encryption Service user account. The below figure shows the new user

registration with SAML authentication.

Note

The New User Registration page is displayed.

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Save the Encrypted Message File Attachment to Your Hard Drive

You will not be able to view the customized logo and footer links in the New User Registration page until

you register your account with Cisco Secure Message Service.

Note

Security questions and personal security phrases are no longer required during new account registration.

Note

Enter the information in the following fields:

Table 1: Fields on the Encryption Service Registration Page

ValueField

Required. Enter the first name of the Encryption Service user account.First Name

Required. Enter the last name of the Encryption Service user account.Last Name

Required. Enter and confirm a password for the account. Password must be

alphanumeric and case-sensitive.

The following password requirements can be additionally set by your Account

Administrator:

• Password must contain characters from at least three of the available character

types: lowercase letters, uppercase letters, digits, and special characters.

• Password must not contain a character repeated more than three times

consecutively.

• Password must not contain the username or the reversed username.

• Password must not be “Cisco”, “ocsic” or any similar words by changing the

capitalization of letters, or replacing “i” with “1”, “|”, “!”, “o” with “0”, or

“s” with “$”.

If you forget your password, click the Forgot password? button on

a Secure Message to reset your password.

If your company has configured a single-sign-on (SAML) login for

you to use with the Cisco Secure Message Service, you will need to

contact your company’s support group to obtain or reset your

password.

Note

Password and Confirm

Password

You must click this checkbox to register your account on Encryption Service.I agree to Encryption

Service's Terms of

Service

Dynamic password validation does not perform a check on any additional password rules configured for your

Encryption Service account by your account administrator.

Note

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Click the Register Button to Enroll with the Service

Upon registering, the following account activation page is displayed. You need to follow the instructions in

the account activation mail to activate your Encryption Service account.

You may need to set up more than one user account, if you receive Secure Messages at multiple email addresses.

You need a separate user account for each email address.

Note

Activate Your Encryption Service Account

Check your email inbox for an activation message from the service. If the email is not in your inbox, check

the spam or junk email folder in case the activation message was filtered.

In the activation email message, click the link to activate your user account.

View the Secure Message Again and Enter Your Password

Procedure

Step 1 Return to the Secure Message. The Register button is no longer displayed on the message. The Open button

appears in its place.

Step 2 Enter the password for your Cisco Secure Message Service user account, and click Open.

Your company might have configured a single-sign-on (SAML) login for you to use with the

Cisco Secure Message Service. In this case, a pop-up will appear that allows you to log in using

your company’s credentials (username and password) to authenticate and open the encrypted

email. If you sign in through your Google account, then you do not need to enter your Encryption

Service username and password to read the secure message.

Note

The decrypted message is displayed in the browser window.

Step 3 Click Reply to send a Secure Reply message or click Forward to send a Secure Forward message, after you

open a Secure Message. When you send a Secure Reply or Secure Forward message, the recipient receives a

Secure Message containing the encrypted message.

Depending on the original sender’s preferences, some features may not be available. For example,

it might not be possible to send a Secure Reply or Secure Forward message.

Note

Opening Secure Messages After You Activate Your Encryption

Service Account

After you enroll with the Cisco Secure Message Service and activate your account, you can use your Encryption

Service password to open secure messages from any sender.

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Activate Your Encryption Service Account

While opening the secure message, if you forget your Encryption Service password, click the Forgot password?

button on a Secure Message to reset your password. You will receive a New Password message to the email

address associated with your account.

The New Password message contains a link to the Create New Password page. When you click on this link,

you will be re-directed to a browser, where you can create a new password and use that password to log in to

your account and open the secure message. Whenever you reset your password, a notification mail is sent to

the e-mail address that is associated with your Encryption Service account. Security questions are no longer

required to reset your password.

If your company has configured a single-sign-on (SAML) login for you to use with the Cisco Secure Message

Service, you will need to contact your company's support group to obtain or reset your password.

Note

The password reset link is valid for 60 minutes only. You must change your password before the link expires.

Note

Opening Secure Messages Through Google Sign-in

If you have a Google account, you can open the secure messages using Google authentication. In this case,

you do not need enroll with Encryption Service or enter Encryption Service password to open secure messages.

To open your first secure message through Google authentication:

Procedure

Step 1 Download the attached securedoc.html file to your system.

Step 2 Navigate to the location where the file is saved, and open the file in a web browser.

If the secure message contains a file attachment size of more than 25 MB, the securedoc html

attachment is not present in the secure message. In such cases, click the Read Message button

on the secure message.

Note

Step 3 Click the Google Sign-up button to register.

Step 4 Choose your Google account.

Step 5 In the New Google User Registration page, enter your first name and last name, and then click Register.

The confirmation message appears. You will receive the confirmation letter on your email.

Step 6 Return to the Secure Messages and click the Sign in with Google button and read your secure message.

The Password field is required only with Encryption Service authentication. If you open the

secure message through Google Sign-in, the Password field is not applicable. Skip this field and

click Sign in with Google.

Note

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Opening Your First Secure Message

Opening Secure Messages Through Google Sign-in

CHAPTER 2

Overview of Sending Email

You can send encrypted messages from your Cisco Secure Email Encryption Service account. When you sign

up for an Encryption Service account, you can receive as well as send encrypted messages. When you send

encrypted messages using Secure Email Encryption Service, the encryption server encrypts the outbound

email and routes it to its intended destination. You can also save the frequently contacted email addresses in

the Encryption Service address book, and choose from those addresses when you compose emails.

Account administrators can disable access to Secure Compose. If your account administrator has disabled this

functionality, you will not see the Compose Message link in the left-hand navigation menu and will not be

able to send a secure message from the Encryption Service website.

Note

If JavaScript is disabled on your web browser, the functionality of some of the web pages will not work.

Important

If you are using Internet Explorer to access the web pages, it might cause alignment issues. It is recommended

to switch to any one of the following supported browsers:

• Google Chrome

• Mozilla Firefox

• Safari (for MAC operating system)

Important

• Composing and Sending an Email, on page 13

• Using the Address Book, on page 15

• Managing Messages, on page 17

• Editing Your Profile, on page 22

Composing and Sending an Email

To compose and send a secure message from the Encryption Service website, click Compose Message in the

left-hand navigation menu.

Recipient Guide for Cisco Secure Email Encryption Service 10.0

When you send a secure message from Encryption Service, the recipient receives a Secure Message containing

the encrypted content of your message. If the recipient does not already have a Encryption Service user account,

the recipient needs to enroll with the service and set up a free user account to open theMessage.

Procedure

Step 1 Begin creating a message from the Compose Message page. Enter an email address, click the To: field, or

click the Address Book icon in the left pane to open the Address Book.

For more information about using the Address Book, see the Using the Address Book, on page 15

Step 2 Complete the appropriate address fields (To, CC, and BCC) on the Compose Message page.

For more information about the BCC option, see the Using the Automatically BCC me on this Email Option,

on page 15

Step 3 Optionally, complete the Subject field.

Step 4 Optionally, click the Attachments button to include file attachments.

The maximum file size of all attachments is 25 MB. If your email administrator has enabled the support for

large file attachments, you can attach up to 100 MB.

Step 5 Enter the body of your encrypted message in the Message field. To format your message, click the Rich Text

link. Use the formatting options to format your text as needed.

Step 6 Optionally, select the check box to send yourself a copy of the message as a BCC recipient.

Step 7 Optionally, select the check box to receive a read receipt the first time each recipient opens the message.

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Overview of Sending Email

Composing and Sending an Email

For more information about read receipts, see the Requesting Read Receipts, on page 15

Step 8 Click Send

A notice appears at the top of the Compose Message page indicating that the message has been sent.

While you are composing a secure message, your web browser session might expire if you stop

typing for a period of 20 minutes or longer. If the browser session times out, an error is displayed

when you click Send. To send your message, you must log in to the Encryption Service website

again.

Note

Using the Automatically BCC me on this Email Option

When you send a secure message, you can select the Automatically BCC me on this email check box to

receive a copy of this message on your email account.

You can set the default value for this option by selecting the Bcc me on messages that I send check box on

the Edit Profile page in the Preferences section.

Note

Requesting Read Receipts

When you send a secure message, you can select a check box to request a read receipt. A read receipt is a

notification email message that alerts you when a recipient first opens a secure message that you have sent.

Because the configuration of some recipients’ email systems can prevent read receipts from reaching you,

read receipts are not guaranteed. To verify the date and time when a recipient first opened your message, use

the Manage Messages feature of the Encryption Service website to view the message details.

Note

Using the Address Book

When you send a secure message, you may want to store frequently used email addresses in your address

book so that you can access them easily. You can perform the following using the address book:

• Adding an Address to the Address Book, on page 16

• Deleting an Address from the Address Book, on page 16

• Editing an Address, on page 16

• Adding an Email Address to a Message from the Address Book, on page 16

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Overview of Sending Email

Using the Automatically BCC me on this Email Option

Adding an Address to the Address Book

Procedure

Step 1 Click the Address Book icon in the left pane to open the address book.

Step 2 Enter a first name, last name, and email address for the contact.

Step 3 Click Save.

Step 4 The new address is added to your address book.

Deleting an Address from the Address Book

Procedure

Step 1 Click the Address Book icon in the left pane to open the address book.

Step 2 Click the trash icon next to the address that you want to remove.

Step 3 Or, select the check box next to the address that you want to remove and click Delete Contact.

Editing an Address

Procedure

Step 1 Click the Address Book icon in the left pane to open the address book.

Step 2 Click the Edit icon next to the address you want to edit.

Step 3 Modify the first name, last name, or email address of the contact, and click Save.

Adding an Email Address to a Message from the Address Book

Procedure

Step 1 Click the To: field or click the Address Book icon in the left pane to open the address book.

When you click the To field, the Address Book opens, where you can add an email address to a message.

Recipient Guide for Cisco Secure Email Encryption Service 10.0

Overview of Sending Email

Adding an Address to the Address Book

You can also click the CC and BCC fields to display the Address book and add an email address

to a message.

Note

Step 2 Click the email address for the contact you want to send an email. The Compose Message page opens and

populates the To: field with your selected address.

Step 3 Enter your message (and complete any other desired fields), and click Send.

Managing Messages

You can select Manage Messages in the left-hand navigation menu to manage the encrypted messages that

you have sent. When you manage messages, you first run a search to retrieve your sent messages.Then, you

use the search results to view message details, lock and unlock messages, or specify message expiration dates.

You can:

• Retrieve All Sent Messages, on page 17

• Retrieve Specific Messages, on page 18

When you manage messages, you can view message details and control access to sent messages. You cannot

view the content of sent messages.

Note

Retrieve All Sent Messages

To retrieve a list of all the secure messages that you have sent:

Procedure

Step 1 Select Manage Messages in the left-hand navigation menu. The Search Sent Messages page opens.

Step 2 Leave the Keyword field blank.

Step 3 Click the Search button.

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Managing Messages

The results list at the bottom of the page displays the sent messages. Click the column headings to change the

sort order. The results list displays up to 25 sent messages on a page. To view more messages, click the link

for additional messages.

Retrieve Specific Messages

You can run a basic or advanced search to retrieve a subset of secure messages that you have sent.

Basic Search

When you run a basic search, you enter a keyword text string to find messages with that text string in the To

or Subject fields. The keyword text string is not case-sensitive, and it can be any combination of characters,

such as a partial word, a word, or a phrase.

To run a basic search:

Procedure

Step 1 Select Manage Messages in the left-hand navigation menu.

Step 2 Enter a text string in the Keyword field.

Step 3 Click the Search button.

The results list displays the messages that match the search criteria. A message matches the search

criteria if the keyword text string appears anywhere in the To or Subject field. For example, if you search for

the keyword test, the results list could include messages with the following text strings in the To or Subject

field:

• test

• TESTS

• testing

• smartest

Advanced Search

When you run an advanced search, you can narrow the search results in several ways using keywords, date

ranges, and message status.

To run an advanced search:

Procedure

Step 1 Select Manage Messages in the left-hand navigation menu.

Step 2 Click the Advanced Search link.

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Retrieve Specific Messages

Step 3 Complete the fields for the search criteria you want to specify.

Step 4 Click the Search button.

The following table describes the criteria that you can use in an advanced search.

Table 2:

DescriptionField

Enter a keyword text string, similar to the text string

for a basic search. Use the corresponding drop-down

list to specify theMessage data to search. You can

search the To field, the Subject field, the Locked

Reason text, or the Failed Attempts data forMessages.

For example, enter Confidential and select Subject to

search for sentMessages with the word "Confidential"

in the Subject field.

Keyword 1

Enter a keyword text string and use the corresponding

drop-down list to specify theMessage data to search.

You can search the To field, the Subject field, the

Locked Reason text, or the Failed Attempts data.

For example, enter 3 and select Failed Attempts to

search for lockedMessages with recipients who made

three unsuccessful attempts to open them.

Keyword 2

To specify a date range for the search criteria, enter

dates in the Date From and Date To fields, and then

select the message status in the corresponding

drop-down list. You can search for messages that were

sent, opened, or expired in the specified date range.

By default, an advanced search returns messages that

were sent during the preceding month.

Date From and Date To

Select a message status to limit the search results

based on status. Options are All, Opened, Unopened,

Locked, and Expired. The default is All.

Status

You can use a combination of advanced search criteria to narrow your search results. Leave fields blank to

exclude them from the search criteria. Only the Status field is required.

An advanced search uses an AND operator rather than an OR operator to join search criteria. For example, if

you use the Keyword 1 and the Keyword 2 fields together, the search returns Messages that meet both criteria,

not one or the other.

Viewing Message Details

After you run a search, the results list displays details about the messages that match the search criteria.The

details include recipient email addresses, subject lines, and the dates and times when messages weresent and

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Viewing Message Details

first opened. The details also indicate message locking status and expiration dates. All times are displayed in

Greenwich Mean Time (GMT).

The results list contains a separate row for each recipient of a secure message. For example, if you sent an

encrypted message to three recipients, the results list contains three rows for the message.

You can use the results list to control message locking and expiration. For more information about locking,

see Locking Messages, on page 20 and Unlocking Messages, on page 21. For more information about

expiration, see Setting Message Expiration Dates, on page 21

Viewing Message Details in Single-Message View

To view details for an individual message, click the subject line in the results list. The Update Sent Message

page is displayed. It includes much of the same information about the message as the results list, plus additional

information about message locking.

The Update Sent Message page displays the first-opened time for the particular recipient listed in the To field.

If the recipient has not opened the message, the Opened Date field is blank.

In single-message view, you can click the padlock icon to change the lock status for the recipient in the To

field. You can also click the calendar icon to set an expiration date for that recipient. After you update the

lock status or expiration date, click Save to save your changes.

Locking and Unlocking Messages

This topic provides information on the following:

• Locking Messages, on page 20

• Unlocking Messages, on page 21

Locking Messages

You can lock sent messages to prevent recipients from opening them. After you lock a message, the recipient

cannot open the message to access the encrypted content. When you lock messages, you lock them for individual

message recipients. You can lock a message for some recipients and leave it unlocked for others.

To lock one or more messages:

Procedure

Step 1 Select Manage Messages in the left-hand navigation menu.

Step 2 Click Search to retrieve all sent Message, or else run a basic or advanced search to retrieve specific messages.

Step 3 In the results list, select the check boxes for the messages you want to lock.

If you sent a message to multiple recipients, the same message might appear in several rows.

Select the check box for each recipient you want to prevent from opening the message.

Note

Step 4 Click the Lock/Unlock Message icon above the results list. The Update Sent Messages page opens.

Step 5 Verify that the Lock all selected messages option is selected.

Step 6 Optionally, enter your reason for locking the messages.

The lock reason is displayed to recipients when they view the secure message.

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Viewing Message Details in Single-Message View

Step 7 Click Update.

If you specify a reason for the lock, the reason is displayed to recipients when they view the

Secure Message. To change the lock reason notification, follow the steps to lock the message,

and enter a new reason before you click Update.

Note

When a secure message is locked, a padlock icon appears in the Locked column of the results list.

Unlocking Messages

To unlock messages:

Procedure

Step 1 Select Manage Messages in the left-hand navigation menu.

Step 2 Click Search to retrieve all sent Messages, or else run a basic or advanced search to retrieve specific messages.

Step 3 In the results list, select the check boxes for the messages you want to unlock.

Step 4 If you sent a message to multiple recipients, select the check box for each recipient's row, as appropriate.

Step 5 Click the Lock/Unlock Message icon above the results list. The Update Sent Messages page opens.

Step 6 Select the Unlock selected messages option.

Step 7 Click Update.

You can also change the lock status of a message when you view details in the single-message

view. After you update the lock status, click Save to save your changes. For more information

about using the single-message view, see Viewing Message Details in Single-Message View, on

page 20.

Note

Setting Message Expiration Dates

You can set a message expiration date to prevent recipients from opening a message after the specified date.

You typically set expiration dates for a future time. After a message expires, the recipient cannot open the

message to access the encrypted content. When the recipient views the message, a notification displays

indicating that the message has expired.

When you manage messages, you can set, modify, and remove message expiration dates. When you view

message information in the results list, expiration dates for expired messages appear in red text. All times are

displayed in Greenwich Mean Time (GMT).

To set or modify a message expiration date:

Procedure

Step 1 Select Manage Messages in the left-hand navigation menu.

Step 2 Click Search to retrieve all sent Messages, or else run a basic or advanced search to retrieve specific messages.

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Unlocking Messages

Step 3 In the results list, select the check boxes for the messages you want to update. If you sent a message to multiple

recipients, select the check box for each recipient's row, as appropriate.

Step 4 Click the Update Expiration For Messages icon above the results list. The Update Sent Messages page

opens.

Step 5 Enter an expiration date and time for the messages, or click the calendar icon and select the expiration date.

Step 6 Remember, the time you enter is GMT, not local time.

Step 7 Click Update. The message expiration date appears in the Expires column of the results list.

Removing a message expiration date:

To remove a message expiration date:

Procedure

Step 1 Select Manage Messages in the left-hand navigation menu.

Step 2 Click Search to retrieve all sent Messages, or else run a basic or advanced search to retrieve specific messages.

Step 3 In the results list, select the check boxes for the messages you want to update.

Step 4 If you sent a message to multiple recipients, select the check box for each recipient's row, as appropriate.

Step 5 Click the Update Expiration For Messages icon above the results list. The Update Sent Messages page

opens.

Step 6 Delete the text in the New expiration date field.

Step 7 Click Update.

NoteYou can also set or remove the expiration date of a message when you view details in the

single-message view. After you enter or delete the expiration date, click Save to save your changes.

For more information about using the single-message view, see Viewing Message Details in

Single-Message View, on page 20.

Note

Editing Your Profile

You can select Edit Profile in the left-hand navigation menu to update your user account information with

Cisco Secure Email Encryption Service (Encryption Service). After you update the Edit Profile page, enter

the password for your user account and click Save Profile to save your changes.

Task you can perform include:

• Setting Your Local Time Zone, on page 23

• Editing Personal Details and Preferences, on page 23

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Removing a message expiration date:

Setting Your Local Time Zone

The time zone is set automatically based on your current location. If you set the time zone previously, the

autodetection is not enabled. You can also change it by choosing the preferred time zone from the Time Zone

drop-down menu.

You can set the time stamp to your local time zone and to your desired format (12 hours or 24 hours) for all

messages that you send.

To set your local time zone:

Procedure

Step 1 Click the Edit Profile icon in the left pane. The Edit Profile page opens.

Step 2 Choose the appropriate value from the Time Zone drop-down menu.

Step 3 Choose 12 hours or 24 hours from the Time Format drop-down menu.

Step 4 Enter your password to confirm changes.

Step 5 Click Save Profile .

Editing Personal Details and Preferences

You can edit your personal details in the following fields, as shown in the below figure.

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Setting Your Local Time Zone

By default, your first name and last name is taken from your Encryption Service account.

Note

In case, you reset your Encryption Service password and click Save Profile, your Encryption Service account

will be logged out. In that case, you need to re-login to your Encryption Service account using your new

password.

You can also set the below preferences, enter your Encryption Service Password and click Save Profile.

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CHAPTER 3

Troubleshooting Secure Message Issues

This chapter provides information on the following topics:

• Troubleshooting Tips, on page 25

• Additional Resources, on page 28

Troubleshooting Tips

This section provides troubleshooting tips for issues that you might encounter when opening Secure Messages.

Issue: Open Button Is Missing from the Message or Does Not Work

The Open button might be missing or inoperable for several reasons. For example, if your email address is

not associated with a Cisco Secure Email Encryption Service user account, the Message might display a

is not configured to run Java or JavaScript or if the Message was modified during transmission.

If a Register button is displayed on the Message, click Register and create a new user account for the email

address where you received the Message.

Tip

If you have already created a user account for the email address, enter your password and click the Open

Online link to use an alternative method to open the Message.

Tip

If the Open Online method does not work, forward the Message to [email protected]. The service will

send you an email message with a temporary link that you can click to securely retrieve the message by using

a web browser on your computer or personal digital assistant (PDA). For more information about using the

Open Online method and the Open by Forwarding method, see the Secure Message online help at the following

URL: https://res.cisco.com/websafe/help?topic=RegEnvelope

Tip

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Issue: Email Address Does Not Appear in the To: Field

If the Secure Message was sent to multiple recipients, your email address might not immediately appear in

the To: field.

Click the arrow in the To: field, and choose your email address in the drop-down menu.

Tip

If you received the secure message as a BCC recipient, your email address does not appear in the drop-down

menu for the To: field. In that case, choose the “Address not listed” option. Then, enter your email address

and click Submit to include your email address in the To: field.

Tip

Issue: Secure Message Is Not Displayed Properly

Occasionally, the Secure Message may not be displayed properly when you open the attached encrypted file.

For example, the file might contain garbage text or HTML markup (such as  ).

If you have a problem viewing the Secure Message, forward it to [email protected]. Cisco Secure Email

Encryption Service will send you a message with a link that you can click to view the encrypted message.

Tip

Issue: Message Processing Slows Down or Stops

When you view or open a Secure Message, the message processing might be interrupted because of connection

problems or other issues. In that case, a notification below the secure message might indicate that the tools

are loading or that the message decryption in progress. If a message does not open within several minutes, it

is possible that the processing has slowed down or stopped, or that the message contains an unusually large

attachment.

If the secure message processing slows down or stops, re-enter your password and click Open again.

Tip

If clicking Open again does not work, forward the secure message to [email protected]. Cisco Secure

Email Encryption Service will send you a message with a link that you can click to view the encrypted message.

Tip

Issue: Password Is Forgotten or Does Not Work

If you cannot remember your password, or if your password does not seem to work, you might need to reset

your password.

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Issue: Email Address Does Not Appear in the To: Field

If you forget your password, click the Forgot Password? button on a Secure Message to reset your password.

Cisco Secure Message Service will send a New Password message to the email address associated with your

account. The New Password message contains a link to the Create New Password page. When you click on

this link, you will be re-directed to a browser, where you can create a new password and use that password

to log in to your account or open the Secure Message. Whenever you reset your password, a notification mail

is sent to the e-mail address that is associated with your Encryption Service account. Security questions will

no longer required during password reset.

If your company has configured a single-sign-on (SAML) login, and you forget or lose your password, you

will need to contact your company’s support group to obtain or reset your password.

Tip

The password reset link is valid for 60 minutes only. You must change your password before the link expires.

Note

Cisco Secure Email Encryption Service passwords are case-sensitive. If your password does not work, verify

that you did not accidentally press the Caps Lock key on your keyboard. If the password still does not work,

click the Forgot Password?button on a Secure Message to reset your password. Cisco Secure Email Encryption

Service will send a New Password message to the email address associated with your account.

Tip

Issue: Microsoft OWA 2007 Compatibility

To ensure compatibility, install the Microsoft Patch for OWA 2007 Encryption Service Secure Mail Recipients.

Secure Email Encryption Service Secure Message recipients attempting to open the Encryption Service Secure

Message through Microsoft OWA 2007 will need to enable the server side administrative option to disable

the HTML/XML filter. Though this HTML filter option will be officially released in the yet-to-be-released

Microsoft Exchange 2007 SP1 Rollup 8, Microsoft customers can request an interim patch from Microsoft.

How and when to contact Microsoft Customer Service and Support:

https://support.microsoft.com/en-us/help/295539

Issue: Compose Message Link is Not Visible in the Left-Hand Navigation Menu

Account administrators can disable access to Secure Compose. If your account administrator has disabled this

functionality, you will not see the Compose Message link in the left-hand navigation menu and will not be

able to send a secure message from the Encryption Service website.

Issue: Accented Characters Not Rendering Correctly for Secure Emails (Plain

Text or HTML)

Problem: The secure emails in plain text or HTML format are not rendering correctly if accented characters

of certain foreign languages are used in the message content. Currently, the accented characters are displayed

as black diamonds or question marks (?) in the message content.

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Issue: Microsoft OWA 2007 Compatibility

Solution: You need to switch the encoding option for outgoing messages from ‘Western European (Windows)’

to ‘Unicode (UTF-8)’ on Microsoft Outlook.

Steps:

1. Go to File > Outlook Options > Advanced > International Options section on Microsoft Outlook.

2. Choose Unicode (UTF-8) as the preferred encoding option for outgoing messages.

3. Uncheck the Automatically select encoding for outgoing messages check box.

Issue: Secure Message Not Opening Properly on Firefox

Problem: Occasionally, the Secure Message may not open properly when you open the attached encrypted

file using the Firefox browser. After you enter the password to open the message, it stays on the same page

and doesn't proceed further.

Solution: Perform the following steps on your Firefox browser.

1. Click the hamburger icon (3 lines) on the top right of the Firefox browser and click Settings.

2. Select the Privacy & Security tab from the left pane.

3. Under Enhanced Tracking Protection, select Custom.

4. Select the Cross-site tracking cookies option from the Cookies dropdown.

The changes are auto-saved.

Note

5. Reload all tabs.

Additional Resources

For more information about Cisco Secure Email Encryption Service and Secure Messages, you can refer to

the following additional resources.

Cookies Used in Secure Email Encryption Service

The following cookies are used while accessing the secure message and the websafe portal.

• Password Reset Cookie: Cookie name: cabstsrpr. This is used for the password reset functionality. The

cookie-related data are: cookie validity, cookie token alias, cookie key, cookie encryption algorithm,

cookie status, and cookie secure status.

• Session ID Cookie: Cookie name: JSESSIONID. This is used as an anti-CSRF token to prevent possible

CSRF attacks.

• Remember Me Cookie: Cookie name: PostXAuth. This is used for the 'Remember Me' functionality.

• Secure Cookies: Separate secure cookies for admin and websafe - secureCookieWebsafe and

secureCookieAdmin respectively.

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Issue: Secure Message Not Opening Properly on Firefox

• Locale set in the websafe portal - WebSafe.current-locale. This is used for deciding the application display

language.

• PostX userAlert - Name. This is used for remembering the Do not show this message again checkbox

on the 'Cisco Secure Email Encryption Service: Important Update!' pop-up.

• On the admin portal - PostXConfig.CurrentView. This cookie is used to decide whether to display the

Configuration tab in Standard mode or Expert mode.

You must allow cookies on your browser settings and your email administrator must not block cookies for

the secure message to work as expected.

Note

Secure Message Help

For an overview of the service and the various methods of opening Secure Messages, access the Secure

Message help page at the following URL:

https://res.cisco.com/websafe/help?topic=RegEnvelope

Frequently Asked Questions

For answers to common questions about opening encrypted email, enrolling with Cisco Secure Email Encryption

Service, and configuring optimal browser settings, view the frequently asked questions (FAQs) at the following

URL:

https://res.cisco.com/websafe/help?topic=FAQ

Customer Support

To contact Customer Support for Secure Email Encryption Service, you can send an email message to the

following address:

[email protected]

See the following URL for complete Customer Support information:

https://res.cisco.com/websafe/help?topic=ContactSupport

You can also access Instant Message Chat Support from this URL.

Note

The Email and Web Chat Support is now available in English and French. The French Support will be available

between the hours of 8:00 AM to 5:00 PM, Eastern Time, on weekdays.

Note

Using the Web Chat

You can use the instant messaging web chat to raise a support ticket or contact the customer support.

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Secure Message Help

1. Click the chat icon on the Contacting Customer Support page.

2. Enter your first name, last name and email address in the chat window that pops up.

3. If you are facing any issues in opening a secure message, click Unable to Open the Secure Message

button.

You can use this option if you are facing any issues related to opening a secure message. Click the More

Information button to see the different types of issues for which you can use this option and raise a support

ticket. A new tab opens in your web browser displaying the different types of issues.

Note

4. For any other issues, click the I have Other Issues button.

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Customer Support

INDEX

activation 11

email message 11

of user accounts 11

additional resources 28

customer support 28

frequently asked questions (FAQs) 28

Secure Message help 28

address fields 6

description 6

Customer Support 29

contact information 29

email address 26

troubleshooting issues 26

message security level 6

description 6

New User Registration page 9

example 9

notification message 2

description 2

file attachment 2

Open button 6, 25

description 6

troubleshooting issues 25

overview 1

Secure Messages 1

password 6, 26

field 6

Forgot Password link 26

Secure Message 1–2, 6, 8, 11, 26, 28

components 6

display issues 26, 28

online help 6

overview 1

processing issues 26

steps for opening 8, 11

uses for 2, 11

Secure Messages 12

steps for opening 12

securedoc.html file 2

description 2

troubleshooting 25

envelope issues 25

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INDEX