A Secure Message is a type of encrypted email message. 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 and receive them safely across the Internet.
Cisco Secure Email Encryption Service delivers Secure Messages directly to the recipient's email inbox in any standard email system. Then, the recipient can use a web browser to open the Secure Message. No special software is required.
Secure Messages can include the following elements:
Most Secure Messages are password-protected with the exception of low security Secure Messages, which are encrypted but do not require a password. When you register, you create the password that you use to open the Secure Messages that you receive.
Note — When you register, you create a user account for a single email address. If you have mutliple email addresses, you need to register each address separately.
The first time you receive a Secure Message, you are asked to register with Cisco Secure Email Encryption Service to create a user account. Use the password that you create during registration to open all Secure Messages that you receive. In addition, your company may have configured a single-sign-on (SAML) login for you to use with the Cisco Secure Email Encryption Service. In this case, a pop-up will appear that allows you to log in using your company's credentials.
If you open the secure message through Google Sign-in, the Password field will not be applicable. Skip this field and click Sign in with Google.
Note —The Password field is required only with Cisco Secure Email Encryption Service authentication.
If you forget your password, 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. 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. Password reset link will expire in 72Hours. Whenever you reset your password, a notification mail is sent to the e-mail address that is associated with the Cisco Secure Email Encryption Service account.
Note — If your company has configured a single-sign-on (SAML) login for you to use with the Cisco Secure Email Encryption Service, you will need to contact your company's support group to obtain or reset your password.
Back to topThe attached file 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:
To protect your computer from viruses, it is recommended 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.
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If you have a problem viewing the Secure Message, forward the message to mobile@res.cisco.com. Cisco Secure Email Encryption Service will send you a message with a link that you can click to view the encrypted message.
When you open a Secure Message using your password, your browser can store your login information. If you select the "Remember me on this computer" option, opening Secure Messages 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 Cisco Secure Email Encryption Service uses to identify you when you open a Secure Message.
Note — If you want to open Secure Messages without entering your password each time, you must select this option, and the Secure Messages must have been sent with the medium security level. For more information, see "What are message security levels?"
When someone sends you an encrypted message, the sender assigns a security level to that message. Secure Messages with a high security level require more rigorous authentication.
For security reasons we don't store any messages sent through Cisco Secure Email Encryption Service but if you need a copy of a message you send you can select the Automatically BCC Myself option or use the BCC field. You can also see recipient information, lock or expire the messages you have previously sent via "Manage Messages".
To find the most current information on supported browsers for the Cisco Secure Email Encryption Service application, see the "Supported Browsers" section of the compatibility matrix: http://www.cisco.com/c/dam/en/us/td/docs/security/email_encryption/Compatibility_Matrix/Cisco_Email_Encryption_Compatibility_Matrix.pdf
To disable the pop-up blocker in Internet Explorer:
To disable the pop-up blocker in Firefox:
A new browser window displays the content of the secure message.
To use some features of Cisco Secure Email Encryption Service, you may need to enable cookies in your web browser.
To enable cookies in Internet Explorer:
To enable cookies in Firefox:
To enable third-party cookies in Chrome:
Alternatively, you might see a crossed-out "eye" icon in the address bar. Click this icon and toggle the Third Party Cookies option to ON. This will refresh the page and allow third-party cookies to function.
To get the richest user experience, you may want to enable JavaScript in your web browser.
To enable JavaScript in Internet Explorer:
To enable JavaScript in Firefox:
To open messages that have attachments, you may need to enable Java in your web browser.
To enable Java in Internet Explorer:
To enable Java in Firefox:
Troubleshooting tip: Your activation message may have been sent to the spam folder. Configure your email program to treat the activation message as legitimate mail. To ensure future messages from this service are not accidentally filtered out of your email, please add "DoNotReply@res.cisco.com" to your Address Book or Safe Sender List.
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.
Troubleshooting tip: The password you entered does not match the password for your Cisco Secure Email Encryption Service 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 Secure Message. Or, 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.
If you cannot open an Secure Message 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 medium or high security Secure Message (and the preceding error messages do not apply), complete the following troubleshooting steps:
Instead of opening a Secure Message directly, you can use the Open Online feature. To open a Secure Message 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 Cisco Secure Email Encryption Service 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 Secure Message. Opening an Secure Message online is slower than decrypting it locally.
Cisco Secure Email Encryption Service will send you a message with a link that you can click to open the Secure Message online.
If you are a BCC recipient of a Secure Message, your email address is not listed in the To field.
To open the Secure Message, complete the following steps:
If you are not a registered user with Cisco Secure Email Encryption Service, you are redirected to a page where you can register with the service. For more information, see "Why do I have to register to open a Secure Message?"
This issue is caused by Microsoft Outlook. It can be corrected by having the sender resend the message in plain text instead of rich text. For more information, see support.microsoft.com/kb/138053.
Check the size of the of the securedoc.html attachment. If it is larger than 100 KB, your IT department may need to allow mail from res.cisco.com in your email security settings.
Verify that you typed the e-mail address exactly as it is shown in the 'To' field of the Secure Message to reset the correct account.
If you are having problems opening the secure message attachment from your email program, save the attachment to your computer, and attempt to open it from your Desktop. Some email clients are not suited to opening the secure attachments.
If you are having problems opening secure messages in Microsoft Edge, try cleaning your cache, cookies, and restarting the browser.
In order to open secure messages, you will need to have them sent directly to your address rather than forwarded.
Because the Cisco Secure Message Service is a secure messaging device there is a time-out when composing secure messages. If the message is going to take more than a few minutes to enter, Cisco recommends that you compose the message in a text editor and paste it into the reply box to ensure you avoid the time out.
The time it takes to initially display the securedoc.html file depends on the size of the file and the browser you are using. Large (multi-megabyte) files may take a number of minutes to display.
For further assistance, contact Customer Support for
Cisco Secure Email Encryption Service by sending an email message to
support@res.cisco.com. Support is
staffed 24 hours a day on weekdays.
Contact Customer Support