Introduction Secure Message Center (Webmail, Mobile & Visually Impaired) Webmail... 2 Mobile & Tablet... 4 Visually Impaired...

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1 WEB MESSAGE CENTER END USER GUIDE The Secure Web Message Center allows users to access and send and receive secure messages via any browser on a computer, tablet or other mobile devices. Introduction... 2 Secure Message Center (Webmail, Mobile & Visually Impaired)... 2 Webmail... 2 Mobile & Tablet... 4 Visually Impaired... 5 Registration... 6 Level 1 Security (Get the Invitation - Quick Registration)... 7 Level 2 Security (Confirm Address Registration)... 7 Level 3 Security (Challenge Response Authentication - CRA)... 8 Accessing the Secure Message Center... 8 From a Notification Message... 8 From the Desktop Agent... 8 From the MS Outlook Toolbar... 8 From the Single-Sign-On (SSO) Feature... 8 Login in to the Secure Message Center... 9 Using the Secure Message Center (Webmail) Reading a secure message: Exploring the Delivery Slip Creating a secure message Replying or Forwarding a secure message Secure Message Recalled Recalling a Secure Message Viewing Secure Message Tracking For Your Eyes Only (F.Y.E.O.) Sending a message with Challenge Response Authentication (CRA) Disabling Mobile/Lite Support Reporting an Error Troubleshooting Why did I receive a Notification Message? What is this? Layout display issue? PAGE 1 of 16

2 Introduction Secure Message Center (Webmail, Mobile & Visually Impaired) The Secure Message Center is a full featured web, mobile, tablet and visually impaired enabled client that gives Users access to all their secure messages, file attachments, and User Group profile. At any time, you can visit to access your Secure Message Center. The Secure Message Center (Webmail) looks and feels like traditional programs with folders, tools, preferences and account settings (*1). It also allows enabling and downloading of MS Outlook Toolbar, Mobile Apps, and Desktop Agent (*6). The Secure Message Center is specific to a particular organization and becomes a branded secure mailbox accessible by every Professional and Guest User (*2). Only secure messages can be acted upon in this interface and excludes functionality for basic s resulting in no spam, and virtually a virus-free environment. Being browser-based, the Secure Message Center requires no installation on a local machine, works on all browsers including mobile browsers, and all product updates or new features are live right away. Through the use of the unique Files tab (*4), Users can view all file attachments in one place. No need to go through large inboxes to find the right file. Now individual file attachments (without the message content) are all saved in one folder under the Attachment Library Tab. Webmail The Secure Message Center (Webmail) is a browser-based access to all of your secure messages on a single Secure Messaging Platform. It is compatible all major web browsers, including Firefox 2+, Microsoft Internet Explorer 6.0+, Safari 4.0+ and Chrome 0.2 beta+ on Windows PC, Mac or Linux. PAGE 2 of 16

3 NOTE: Some features might not be available depending on the configuration of the Secure Messaging Platform and your User Group profile. Contact your administrator for more information. The shortcut box (*1), located in the upper left hand corner of the Secure Message Center (Webmail), provides quick access to some of the more common commands. Compose: Create a new secure message. Clicking this link will take you directly to the compose interface, which is very similar to any other client composition interface. Enter your secure message, subject and recipients then click send. If the Compose button is disabled, your User Group profile does not allow composing new secure messages. Try replying to an existing secure message instead. See section User Group: Professional VS Guest for more information in User Group profiles. Refresh: Manually refresh the Inbox, checking for new secure messages. Invite: To invite new Users, simply compose a new secure message and send it to them (Professional Users only). To see if you have permission to invite new Users, go to "Tools > User Group", and find the number of invites you are allowed. Guest Users cannot invite new Users. If the Invite button is disabled, your User Group profile does not allow inviting new Users. See section User Group: Professional VS Guest for more information in User Group profiles. When you ve selected a secure message in the secure message list (*9), you can perform actions with the message using the options on the top bar. Most of the buttons should be familiar to you: Compose, Reply, Reply All, Forward and Archive all behave the same way that they do with basic . If some of these buttons and disabled or simply not visible, your User Group profile does not allow these actions. See section User Group: Professional VS Guest for more information in User Group profiles. The tabs across the top section (*3 *4 *5) allow for navigation between the Secure tab (*3), Files tab (*4) where all your sent and received file attachments are stored, and Users tab (*5) that contains a list of all Users you ve communicated with on the Secure Messaging Platform. If some of these tabs and disabled or simply not visible, your User Group profile does not allow access to these sections. In special circumstances, some of these tabs can also be re-labeled by the organization e.g. Secure Medical . Secure tab: The Secure tab is where you access all of your secure messages. You can select any secure message and view the content, just as you would in any other Webmail Inbox. All of the familiar buttons, such as Compose, Reply, Reply All, and Forward work exactly the same. Files tab: The Files tab is where you can access and view information on every file attachment you have sent or received. All file attachments are organized into three folders: All, Received and Sent.The Received folder contains all the file attachments you have received from other users. You can see the date it was sent, and whether it is "Active", "Deleted", or "Recalled". If an attachment is Deleted or Recalled, you no longer have access to view it. The Sent folder contains all the file attachments you have sent to other users. Beyond the date and status, you have access to more information, including who it was sent to, and whether they downloaded the attachment. Deleting a sent file attachments will prevent any other User from accessing it. Users tab: The User List contains all the users that you have received a secure message from, or sent a secure message to. New users are automatically added to this list when you receive or send them a secure message, including secure messages sent via the Secure MS Outlook Toolbar or Desktop Agents. Each User detail is automatically updated (e.g. phone number, address, etc.) and you do not need to maintain this list. Unlike an Address Book, the User list only includes users you communicate with over the Secure Messaging Platform. Therefore, there is no need to 'import' your contact list from other applications. Check the addresses of the Users you wish to send a secure message to, and click Compose. Their addresses will be automatically populated in the "To:" field. PAGE 3 of 16

4 Mobile & Tablet Users accessing the Secure Message Center from a mobile phone, tablet or other web enabled mobile devices are automatically directed to a secure mobile browser version of the Secure Messaging Center resulting in no changes to the way a sending or receiving User uses their mobile device. Create, read and reply to secure messages on a BlackBerry, Phone7, Android and iphone & ipad, or any other mobile or tablet device. The best part is that the mobile version uses the same secure access and all connections continue to be made over HTTPS (128-bit SSL encryption). Private data is not stored on the handheld device meaning that confidential information is protected, even if a mobile device is lost. Mobile access can quickly be enabled or disabled from the Secure Message Center (Webmail). Disabling mobile access after a handheld device has been lost or stolen adds additional protection by preventing access to the User's account through the mobile device. In addition to the universal Secure Message Center available for mobile Users, many native Apps are available (iphone & ipad, Android). PAGE 4 of 16

5 Visually Impaired The Secure Message Center is also available to visually impaired Users using a screen reader or other devices. It fully supports Section 508 and the various WCAG accessibility requirements, including WCAG2 AAA. Reference: PAGE 5 of 16

6 Registration You've received an message from a contact inviting you to join a Secure Messaging Platform. Why would you want to join? Your contact wants you to join a secure system that provides secure, end-to-end communication for sensitive, confidential or internal information, without the need to share cumbersome encryption keys. Getting started with the Secure Message Center is easy. You've already received the invitation message, so move on to Step 1: Click the link provided in the invitation . If your program does not support active links, cut and paste the link into your web browser. The Registration page will appear. Enter the information as required. o o If it says Quick Registration, see section below Level 1 Security (Get the Invitation Quick Registration). If it just says Registration, see section below Level 2 Security (Confirm Address Registration). Don't see the Registration page? Try step 3. o If you are requested to enter a CRA Code (*5), Member ID or any other secret password, see section below Level 3 Security (Challenge Response Authentication - CRA) Not seeing the Registration page when you click the link in your basic message notification? You've been redirected to the login page. Below where it asks for your address and password, there is a link that says Have you been invited? Click on the link, and then enter the information as required. PAGE 6 of 16

7 Level 1 Security (Get the Invitation - Quick Registration) Now that you've made it to the registration screen, please follow these steps below to complete your quick registration: You will see a registration form to fill out. The Address box will appear with your Address filled in (*1). Make sure it is correct, and matches the account where you received the invitation. Fill in your name (*2), choose a password (*3), and click Register. You may also be required to read and agree to Terms and Conditions (*6) depending on the settings of the Secure Messaging Platform. Confirm your new Password (*4). Note: The password that you are selecting does not have to be the same password as your basic password. Click the register button. That's it, you're registered! A message box will appear confirming that you are registered. Click Done! Log me in! You will be redirected to the Secure Mailbox in the Secure Message Center. Level 2 Security (Confirm Address Registration) Now that you've made it to the registration screen, please follow these steps below to complete your registration: You will see a registration form to fill out. Enter your Address (*1) where you received the secure message. Fill in your name (*2), choose a password (*3), and click Register. You may also be required to read and agree to Terms and Conditions (*6) depending on the settings of the Secure Messaging Platform. Confirm your new Password (*4). Note: The password that you are selecting does not have to be the same password as your basic password. A message box will appear telling you that a confirmation code has been sent to your basic account. Click OK. Go back to your basic account to retrieve your verification code. Make sure to check your Spam or Junk Mail folder, as some mail clients incorrectly label this verification as spam. Click on the link in the basic message to complete your registration. You will be redirected to the Confirmation page, where a prompt box will appear confirming that you are registered. Click Done! Log me in! You will be redirected to the Secure Mailbox in the Secure Message Center. PAGE 7 of 16

8 Level 3 Security (Challenge Response Authentication - CRA) Depending on the configuration of the Secure Messaging Platform, you may be asked to provide a secret password, account number or PIN number (*5). Please enter the secret password as provided by the organization that invited you to the Secure Messaging Platform. The Challenge Response Authentication is a mechanism to better authenticate new Users registering with Secure Messaging Platform. It is enabled to protect your privacy and to act as a second factor authentication to ensure that no third party can access your secure messages. The secret password, also called CRA Code, can consist of your zip code, Client ID, Client Number, or any other unique secret password as provided by the person inviting you to join the Secure Messaging Platform. If you are unsure about your CRA code, please contact via phone the person that invited you. Reference: Accessing the Secure Message Center You can access the Secure Message Center (Webmail) directly from a web browser. The web address (URL) is different for every customer, but there are several easy ways to access the Secure Message Center (Webmail) even if you don't know the web address (URL). From a Notification Message When you receive a secure message, you also receive a Notification Message via basic . This is the message that lets you know new secure messages are waiting for you in the Secure Message Center. Notification messages contain a link to the Secure Message Center, which you can click to retrieve the secure message. If you are already enabled with the MS Outlook Toolbar, you will not see these notifications messages. From the Desktop Agent If you're using the Desktop Agent, you are automatically notified in your Windows Task Tray or Apple Finder every time you receive a new secure message. Click the bubble notification when this occurs to access the Secure Message Center (Webmail). If you need to visit the Secure Message Center (Webmail) at any time, you can access it from the Desktop Agent menu. Clicking on the Desktop Agent in your computer automatically opens the Desktop Agent menu and offers various actions that can be taken, including composing a new secure message or send large file attachments asynchronously and securely. From the MS Outlook Toolbar If you're using the MS Outlook Toolbar, and you need to visit the Secure Message Center (Webmail), you can access it from the Toolbar directly. Clicking on Secure Webmail will launch your web browser and automatically log you in (Single Sign-on - SSO). From the Single-Sign-On (SSO) Feature At any time, you can visit to access your Secure Message Center (Webmail). Reference: PAGE 8 of 16

9 Login in to the Secure Message Center You can access the Secure Message Center (Webmail) directly from any web browser. The web address (URL) is different for every Secure Messaging Platform, but there are several easy ways to access it (see section above Accessing the Secure Message Center (Webmail)) even if you don t know the web address (URL). The Secure Message Center is branded to your organization (*1). It may include some text description as to why the organization is using the Secure Messaging Platform. Enter your Address (*2), the same Address you previously registered with. Enter your Password (*3), the same password you chose when you registered. If you forgot your password, click the Forgot Password link. Your administrator can also trigger this function from the Web Admin Console on your behalf. Depending on the configuration of the Secure Messaging Platform, you may be able to have the login screen remember your Address and or keep you logged in on this computer for a period of time. If you are on a public computer, do not use this options (do not check). When you have entered all your credentials, click Login (*5). If you have not yet registered with the Secure Messaging Platform, click the link Have you been invited? (*6). To bookmark or add to your favorites the login screen on this computer, click the link Bookmark (*6). Select this bookmark or favorite from your browser menu the next time you want to access the login screen. If you are on a mobile or tablet device, click Mobile / Accessible link (*6) to access a lighter version of the Secure Message Center that works on all devices. If you are visually impaired, or using a screen reader, click Mobile / Accessible link (*6) to access a lighter version of the Secure Message Center that works on all devices. If you need help at any time, click the Help! link (*6). This will take you directly to the online help website. Reference: PAGE 9 of 16

10 Using the Secure Message Center (Webmail) Reading a secure message: Exploring the Delivery Slip Reading a secure message is as easy as reading a basic message. The patented Delivery Slip appears on the right pane and acts as a window to the secure message where the recipient can access information about the Secure Messaging Platform, the sending User, the receiving Users, and what actions have been performed on the secure message, including message decrypted and read, forwarded, replied to, recalled or deleted. The Delivery Slip contains pertinent information regarding the secure message details, file attachments, secure video messages and corporate global policies applied to the current secure message. The Delivery Slip also allows a User to decide to download file attachments or even the secure message itself (with auto-retrieve secure message off ). The 'Delivery Slip' is branded to the organization responsible for the Secure Messaging Platform. It gives you additional metadata related to the selected secure message. NOTE: Some features might not be available depending on the configuration of the Secure Messaging Platform and your User Group profile. Contact your administrator for more information. 1. The 'Message Details' module gives you information about the secure message settings, including the quick view Message Tracking Grid, Message ID information, Freeze Options, Tracking Options, and Enhanced Security Options. 2. The Message Tracking Grid gives you information about the message subject, the sender, the list of recipients, what actions have been performed on the secure message: 'Delivery Slip' reviewed, message retrieved (read and decrypted), forwarded, replied to, printed or deleted. Hover over each tracking box to access more information on every action performed. To refresh this information, use the 'Arrows' refresh icon located at the top of the Delivery Slip. 3. Below the message tracking grid is additional information about the selected secure message: date that it was sent, unique 'Message ID' and the status of the secure message: if the status shows that the message was recalled by the sender, you will not be able to view the content of this secure message or access any of its file attachments. 4. The 'Enhanced Security Options' section shows whether the message is set For Your Eyes Only (F.Y.E.O.) and whether the message can be recalled by the sender. If the F.Y.E.O. option is enabled, you will be requested to enter either your Secure Account Password (the same password you use to login to the Secure Message Center) or a unique Password as set by the sender. If the latter is active, the sender must share this password with you either verbally or via another communication method and must be re-entered every time you want to read this secure message. The 'Freeze Options' section are what secure message permissions were set by the sender: if 'ForwardFreeze' is activated, you will not be able to forward this secure message on this Secure Messaging Platform (Forwarding Disabled); if 'ReplyFreeze' is activated, you will not be able to reply to this secure message on this Secure Messaging Platform (Replying Disabled); if ReplyAllFreeze is activated, you will not be able to reply to all recipients of this secure message on this Secure Messaging Platform (Replying All Disabled), ideal for when the secure message is sent to a large distribution list and the sender does not want several threads to all recipients. 5. The 'Tracking Options' section shows whether the sender elected to track this secure message, and share the tracking results with all recipients. 6. Use the 'Message Attachments' module to download file attachments that were included to this secure message. There are no restrictions on file sizes: click on the file name to gain access to the different actions available with this file attachment. For faster asynchronous uploads and downloads of file attachments, consider using the Desktop Agent as a companion to the Webmail. PAGE 10 of 16

11 7. The 'Message Tracking' module contains additional information about the tracking details of the selected secure message. Click on the '+' sign to expand it. By default, secure messages are automatically retrieved as you select them in the Secure Message Center. This means that the secure message will automatically be displayed in the viewing pane when you click on it. If you want to manually retrieve secure messages, you can change this setting in Tools > Account Preferences. If you choose to manually retrieve secure messages, select a secure message in the Secure Mailbox and press the Retrieve button in order to read it. Creating a secure message Reference: The general process for composing a new secure message is very similar to the process for creating a new message using any system, (e.g., MS Outlook, Gmail, Yahoo Mail ). To begin, simply press the Compose button. Professional Users can compose new secure messages to anyone, Guest Users are restricted to only reply or compose to Professional Users. As the creator of a new secure message, you control the delivery options (Professional User only). If you don t want to receive any replies, you can turn on ReplyFreeze. If you don t want users to be able to forward the secure message, you can turn on ForwardFreeze. As the creator of a new secure message, you also control the tracking options. You can choose to enable tracking or disable it. If you disable tracking, no one (not even you) will be able to view the tracking data. If you choose not to share the tracking, then your recipients will not have access to the tracking information, though you will. NOTE: There are ways to circumvent these controls. They are not intended for use as information rights management, only to convey a preference to your recipients, which will prevent accidental misuse of information. NOTE: Some features might not be available depending on the configuration of the Secure Messaging Platform and your User Group profile. Contact your administrator for more information. Once you have written your message and addressed it to the proper recipients, you can change some of the Delivery Slip options at the right hand side of the screen. In order to maintain the integrity of a secure message, all replies and forwards will be sent secure in the Secure Messaging Platform. The 'Delivery Slip' pane allows you to set the initial conversation options. If you are replying or forwarding a secure message, these options cannot be modified. The options available to you may vary depending on your User Group profile settings, and the settings of the Secure Messaging Platform. For new secure messages, click Compose : 1. The 'Message Details' section allows you to set the delivery options for a new secure message, including Freeze, Tracking and Enhanced Security options. When you compose a new secure message, the Status is marked as Draft. The secure message will automatically save the changes to your messages every 20 seconds. To save your draft immediately, use the Save Now button in the upper Toolbar. 2. Use the 'Enhanced Security Options' section of the Message Details to enable the unique patented Freeze options. 'The 'Freeze Options' allow you to disable the ability for recipients to reply and / or forward your secure message using the Secure Messaging Platform. It does not, however, prevent recipients from 'copying & pasting' the content of your secure message into a document or another unsecure basic message. These settings cannot be changed once the conversation is engaged. Check ReplyFreeze to prevent recipient to reply, Check ForwardFreeze to prevent recipients from forwarding the secure message while using the Secure Messaging Platform. 3. Use the 'Enhanced Security Options' section to of the Message Details to enable the unique patented feature 'For Your Eyes Only (F.Y.E.O). F.Y.E.O. allows you to request that each recipient enters either their Secure Account Password or a Unique Password that you set, required every time they wish to read, re-read or reply to your secure message (valid for the duration PAGE 11 of 16

12 of the conversation). Use this feature to increase accountability and non-repudiation, or to protect certain secure messages if you delegate your mailbox with someone else in your organization. 4. Use the 'Tracking Options' options to enable or disable tracking for your secure message, and select whether you want to share the results with all recipients or keep the results to yourself. Tracking allows the senders and recipients to see if any of the recipients retrieved, read, replied to, forwarded, printed, or deleted the secure message. These settings cannot be changed once the conversation is engaged. 5. To include file attachments with your secure message, simply use the Message Attachment module. 6. To select the file attachment you want to include, select Chose File. This will bring up the native computer file picker. Unless otherwise enforced by your organization, there are no file format restrictions. 7. To add more file attachments selection options, click Add another attachment as many times as you have more files to include. 8. Using the Secure Message Center, the file attachment selection will not be saved in Draft mode. This is due to the fact that you could start composing your secure message on one computer, and complete it and send it from another computer where the file attachments selected do not exist. To avoid this problem, or if inserting files larger than 10MB, consider using the Secure Desktop Agent that allows you to select the file attachments you want to send using your native computer controls to select the file attachments, and have them uploaded asynchronously as soon as you select them. This way, the file attachment will start uploading right away, and you can finish your secure message from another computer. Replying or Forwarding a secure message Reference: If you are replying to or forwarding a secure message, your message will also be sent securely using the same Secure Messaging Platform as selected by the original sender (owner) of the secure message. You cannot change the message back to basic or change the Secure Messaging Platform used: in order to maintain the integrity of a secure conversation, all replies and forwards will be sent using the same method as originally selected by the owner of the secure message. NOTE: Some features might not be available depending on the configuration of the Secure Messaging Platform or your User Group profile. Contact your administrator for more information. When replying to or forwarding a secure message, by default you cannot change the Secure Messaging Platform in use, or reply to or forward using basic unsecure . In compose mode, the message status is set to 'Draft'. The 'Message Options' such as 'ForwardFreeze' and 'F.Y.E.O.' cannot be changed once the conversation is engaged. Reference: PAGE 12 of 16

13 Secure Message Recalled If the secure message you selected has been recalled by the owner, you will no longer be able to read, reply to, forward or print it. The owner of the recalled secure message might have included a reason for recalling the message, available in the body of the message. 1. The Delivery Slip's Message Details now shows all tracking related metadata as Recalled. 2. The 'Status' is changed from 'Active' to 'Recalled'. Access to the secure message and its associated file attachments is no longer available. Recalling a Secure Message Reference: As a Professional User, you have the ability to recall secure messages even if recipients have already read it. Recalling a secure message is as simple as selecting the message in your sent items, and clicking Recall Message from the Toolbar. You will be given the opportunity to enter a reason for the message recall. This will be displayed to all recipients that attempt to access the recalled message. If you do not enter a reason, default text will be displayed. Recalling a message prevents recipients from viewing the content, replying to it, or forwarding it. The message will be revoked the next time they try to access it. In addition, all file attachments and secure video messages will no longer be available to recipients. PAGE 13 of 16

14 Reference: Viewing Secure Message Tracking The message tracking system is fully auditable. Because all secure message transactions occur through a specific Secure Messaging Platform, tracking records can be guaranteed. Tracking results are accessible through the web & mobile enabled Secure Message Center, the MS Outlook Toolbar, Desktop Agent and all mobile & tablet Apps. On the right hand side of each secure message in the Delivery Slip is the Message Details section. In it, you can see a quick description of the tracking for the selected secure message. Conversation participants are listed on the left, and the squares next to their names fill in green once they complete the action noted above. Holding your cursor over the green squares gives more details, such as the time of the action. The Message Tracking provides a different view of the tracking information. It shows how many people have retrieved (read & decrypted), forwarded or replied to the secure message. If you expand each section, you can see the time that each user completed these actions. Tracking is one of the most valuable features offered by the Secure Messaging Platform. Users are able to view specific tracking data for secure messages, including the date and time that an invitation was received, verification that the secure message itself was retrieved (read & decrypted by the user), that a user replied to the secure message, or forwarded the secure message. The sender can even see who the list of recipients the secure message was forwarded to. For Your Eyes Only (F.Y.E.O.) Reference: For Your Eyes Only (F.Y.E.O) is an enhanced security feature used to protect a secure message with a password that the recipient must enter in order to view the secure message every time they want to access it. Without entering the password, no one is able to view the content of the secure message. Sending an F.Y.E.O. message If you want to send an F.Y.E.O. message, simply click Compose and enter your message as normal. When you're finished with the body of your message, go to the Enhanced Security Options of the Delivery Slip and check For Your Eyes Only (F.Y.E.O). You can choose Request Secure Account Password or Set Unique Password. Request Secure Account Password sets it so that the recipients have to enter their Secure Message Center Password in order to view the secure message. Set Unique Password brings up a box to enter a Unique Password. When you click send, a box appears asking you to confirm the Unique Password. NOTE: You must share the Unique Password with the recipient verbally, or via another communication method. Once the secure message is sent, you must enter the Unique Password to view it in your Sent items folder. PAGE 14 of 16

15 Reading an F.Y.E.O. message When you receive an F.Y.E.O. message, the main body of the message will say that you need to enter the Secure Account Password or a Unique Password to view the content of the secure message every time you access it. For Secure Account Password, see the Enhanced Security Options in the Delivery Slip on the left, enter your Secure Account Password (the password you use to login to the Secure Message Center) in the text box, and click Unlock. The secure message will appear and act exactly like a normal secure message (forgot your Secure Message Center password? See the Forgot Password troubleshooting section). For Unique Password, in order to view this secure message, the sender will have to share the Unique Password with you. If the sender has not told you the Unique Password, you will need to contact him/her and ask for it. Once you have the Unique Password, see the Enhanced Security Options in the Delivery Slip on the left, enter the Unique Password in the text box, and click Unlock. The secure message will appear and act exactly like a regular secure message. NOTE: Each F.Y.E.O message is set to stay unlocked for a short period of time. After this time has passed, you must re-enter the password to view it again, reply to or forward it. Sending a message with Challenge Response Authentication (CRA) Reference: When the Challenge Response Authentication (CRA) is enabled on the Secure Messaging Platform, every new User that you invite (e.g. communicate with for the first time) must enter a unique verification code in order to complete the registration. As a sender, in order to send a secure message to this recipient, you must enter a secret password in the form of a Member ID / PIN, Zip Code, Account Number, etc. Every organization has different rules regarding the secret code, if you are unsure, please contact your administrator. Disabling Mobile/Lite Support Reference: If you've lost your Smartphone or Tablet and you want to make sure no one can access your secure messages, log in to the Secure Message Center (Webmail), click on the Tools menu, Mobile / Lite under Client Settings. The mobile support page will appear, with a Disable Mobile/Lite Support button. Click this button. Mobile support is now disabled for your secure account, and your secure messages cannot be accessed from any Mobile device. After changing your password, re-enable mobile support simply by clicking the same button again Enable Mobile/Lite Support and you will be able to access your secure messages on your mobile again. Reporting an Error Reference: If you encounter an issue during the use of the Secure Message Center, the best way to contact us is through the Report an Error feature available under the Tools menu. Reference: PAGE 15 of 16

16 Troubleshooting Why did I receive a Notification Message? What is this? If you've received an Invitation or a notification message, it's because someone you know has sent you a secure message. The Secure Messaging Platform is more secure, more flexible, and more robust than basic . Secure messaging is easy to get started with, and reading your secure messages doesn't cost anything. Go back to the Notification Message in your basic Inbox and follow the links on screen. You'll be set up and ready to go in no time. Layout display issue? Reference: Are you using a supported web browser? For the best experience, please use one of the supported browsers: Internet Explorer 6.0 SP2 or higher / Windows XP or higher Firefox 2.0 or higher / Windows XP and Mac OS X 10.4 or higher Safari 4.0 or higher / Windows XP and Mac OS X 10.4 or higher Google Chrome 0.2 BETA / Windows XP or higher Due to the interactivity of the page, you must have Javascript & cookies enabled. Since the Secure Message Center is such a rich environment, you must have a screen resolution of at least 1024x768. Some aspects features (for example, the video player) require Adobe Flash Player, unavailable on some mobile devices. Reference: PAGE 16 of 16