Registered Envelope Help



Frequently Asked Questions

Configuring Your Web Browser

Troubleshooting


Frequently Asked Questions

What is a Registered Envelope?

A Registered Envelope 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 Registered Envelope Service 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.

What are the fields, links, and other elements on a Registered Envelope?

Registered Envelopes can include the following elements:

  • Date and time stamp. Displays the date and time when the encrypted message was sent.
  • Message security level. See What are message security levels?
  • Help link. View information about opening Registered Envelopes.
  • From field. Displays the email address of the sender.
  • To field. View or select the email address of the recipient. If your address is not shown, click the "Select a different address" link.
  • Password field. Enter your Cisco Registered Envelope Service password. Leave this field blank if you do not have an account.
  • Forgot password? link. See What happens if I forget my password?
  • Personal Security Phrase (or More Info link). See What is a Personal Security Phrase?
  • "Remember me on this computer" check box. See What is the "Remember me on this computer" option?
  • Open button. Open the Registered Envelope to view the encrypted message.
  • Register button. Access the Cisco Registered Envelope Service website to create a user account.
  • Submit button. Submit a change to the envelope — for example, after you select an address in the To field.
  • Refresh button. Reload the envelope in the browser window.
  • "Select a different address" link. Enable a drop-down menu in the To field to select a different address.
  • "My address is not listed" link. View information about selecting your address in the To field.
  • Open Online link. See Tips for Opening Envelopes.
Why do I have to register to open a Registered Envelope?

Most Registered Envelopes are password-protected with the exception of low security envelopes, which are encrypted but do not require a password. When you register, you create the password that you use to open the Registered Envelopes 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.

Which password do I enter on a Registered Envelope?

The first time you receive a Registered Envelope, you are asked to register with Cisco Registered Envelope Service to create a free user account. Use the password that you create during registration to open all Registered Envelopes that you receive. In addition, your company may have configured a single-sign-on (SAML) login for you to use with the Cisco Registered Envelope Service. In this case, a pop-up will appear that allows you to log in using your company's credentials.

What happens if I forget my password?

If you forget your password, click the Forgot password? link on a Registered Envelope to reset your password. Cisco Registered Envelope Service will send a New Password message to the email address associated with your account. If your company has configured a single-sign-on (SAML) login for you to use with the Cisco Registered Envelope Service, you will need to contact your company's support group to obtain or reset your password.

If you have specified security questions for your account, the New Password message contains a link to your security questions. Answer the questions to access the Create New Password page. Choose a new password, and use that password to log in to your account.

Note — If you fail to correctly answer the security questions on five consecutive attempts, you will be locked out of your account for one hour.

If you have not specified security questions for your account, the New Password message contains a link to the Create New Password page. Choose a new password, and use that password to log in to your account. When you log in, you will be prompted to specify security questions for your account (unless you have configured Cisco Registered Envelope Service to bypass security questions when resetting passwords in your user profile).

What is the file that is attached to the notification email message, and is it safe to open that file?

The 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:

  1. Double-click the encrypted message file attachment to download the file to your computer.
  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. If the message is password-protected, enter your password to open it. If you need to create an account, follow the links on the envelope to do so.
  4. When you are finished reading the attached file, close the browser window.

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.

What should I do if the Registered Envelope is not properly displayed when I open the encrypted message file attachment?
For example, what if the file contains unreadable text or HTML markup (such as <!-- or -->), or the Open button is missing from the envelope?

If you have a problem viewing the Registered Envelope, forward the message to mobile@res.cisco.com. Cisco Registered Envelope Service will send you a message with a link that you can click to view the encrypted message.

What is a Personal Security Phrase?

A Personal Security Phrase helps protects you from password phishing threats. When you register with Cisco Registered Envelope Service, you specify a short Personal Security Phrase that is known only to you and the service. The Personal Security Phrase appears on Registered Envelopes that you receive. The phrase appears 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 will 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 Cisco Registered Envelope Service uses to identify you when you open a Registered Envelope.

Note — If you want to open Registered Envelopes without entering your password each time, you must select this option, and the Registered Envelopes must have been sent with the medium security level. For more information, see "What are message security levels?"

What are message security levels?

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

 

How can I find previous messages that I have sent?

For security reasons we don't store any messages sent through CRES 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".

Configuring Your Web Browser

To find the most updated information on supported browsers for the 6.5.x Cisco IronPort Encryption appliance and Cisco Registered Envelope Service, see the "Supported Browsers" section of the compatibilty matrix: http://www.cisco.com/en/US/docs/security/iea/Compatibility_Matrix/IEA_Compatibility_Matrix.pdf

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 Cisco Registered Envelope Service, 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.
    • 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.

Troubleshooting

Problem: I did not receive my activation message when registering for the Envelope Service.

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.

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 Cisco Registered Envelope 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 envelope. Or, if your company has configured a single-sign-on (SAML) login for you to use with the Cisco Registered Envelope Service, you will need to contact your company's support group to obtain or reset your password.

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 medium or high security 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.

    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 Cisco Registered Envelope 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 Registered Envelope. Opening an envelope online is slower than decrypting it locally.

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

    Cisco Registered Envelope Service 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 Cisco Registered Envelope 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 Registered Envelope?"

Problem: Instead of the correct attachment name, my file is called Winmail.dat. How can I correct it?

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.

Problem: My message is not showing any images and the page appears to be broken.

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.

Problem: I reset my account password but it is still showing as blocked when I attempt to log in.

Verify that you typed the e-mail address exactly as it is shown in the 'To' field of the envelope to reset the correct account.

Problem: I'm trying to open my secure message from my email but I am having problems. How can I open it?

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.

Problem: A colleague forwarded me a secure email. I'm unable to register, and the envelope does not have my address in the To field.

In order to open secure messages, you will need to have them sent directly to your address rather than forwarded.

Problem: I was typing my email, but when I tried to send the message, the page has timed out.

Because the Cisco Registered Envelope 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.

Problem: My message is loading for a very long time, and then it seems to freeze and stop loading.

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.

Contacting Customer Support

For further assistance, contact Customer Support for Cisco Registered Envelope Service by sending an email message to support@res.cisco.com. Support is staffed 24 hours a day on weekdays.
Contact Customer Support