Unipass Securemail Client FAQ Document v1.2 This document a summary of some of the most common questions asked about the Unipass Securemail client. UIdP Project Team May 2016
Contents Section 1 - Unipass Securemail: Background Information... 3 Section 2 - Using Unipass Securemail... 6 Section 3 - Unipass Securemail: Troubleshooting... 11 Section 4 - Unipass Securemail: Contact Details... 16 Note: Please hold down Ctrl and click on the section name that you wish to navigate to. Page 2 of 17
Section 1 - Unipass Securemail: Background Information 1. Can anyone use Unipass Securemail? Unipass Securemail is available to business users within the Financial Services community (e.g. Financial Advisers, Trustees etc ). Our partner, Trend Micro, will provide licenses to consumers who are not part of the Financial Services community (e.g. policyholders). 2. What are the minimum system requirements for Unipass Securemail? Compatible Operating Systems: Windows XP: Windows Vista: Windows 7: Home Edition 32-bit with SP3 Professional Edition 32-bit with SP3 Home Basic 32- or 64-bit with SP2 Home Premium 32- or 64-bit with SP2 Business 32- or 64-bit with SP2 Ultimate 32- or 64-bit with SP2 Home Basic 32- or 64-bit Home Premium 32- or 64-bit Ultimate 32- or 64-bit Windows 8 and 8.1: Basic 32- or 64-bit Pro 32- or 64bit Enterprise 32- or 64bit CPU and Memory Intel Pentium 800 MHz or better 256MB memory required, 512MB recommended Required Disk Space 50MB available for installation Page 3 of 17
3. What email clients can Unipass Securemail be used with? The Unipass Securemail desktop plug-in is supported on the following email clients: Microsoft Outlook 2007, 2010, 2013 (32-bit versions only) Windows Live Mail 2009, 2011, 2012 (32-bit versions only) Securemail is not yet supported on 64bit versions of Outlook or Live Mail. You can still view and compose encrypted emails using a web based version of Securemail called Zero Download. 4. Can I install the Unipass Securemail client if I don t use Microsoft Outlook or Windows Live Mail? If you use another email client you can continue to benefit from Unipass Securemail via your internet browser - using the Zero Download version - but you won t be able to access the additional benefits that come with the desktop software. 5. Why do I have to register for Unipass Securemail? You will need to follow the registration process in order to prove that you have access to the email address that you are trying to register. Part of the registration process is to set up an individual Unipass Identity that will be used to uniquely identify you when you send and read encrypted messages. For security reasons, Unipass Securemail only allows its users to utilise the service once they have proven who they are using their Unipass Identity. 6. How do I register for Unipass Securemail? New recipients of a Unipass Securemail encrypted message will be asked to register first before they can open the encrypted message. Click on the following link to apply for a Unipass Identity and on this link to download the Unipass Securemail desktop plug-in (click on the Securemail Installer tile). Page 4 of 17
7. Does Unipass Securemail encrypt all attachments? Yes. Unipass Securemail encrypts all attachments including Word documents, presentations, spreadsheets, photographs and more. 8. Where are the Unipass Securemail client product files installed? The Unipass Securemail files are by default installed in the C:\Program Files\Unipass\Securemail Client. Page 5 of 17
Section 2 - Using Unipass Securemail 1. How does the Securemail plug-in work within my email client? Once installed in Microsoft Outlook or Windows Live Mail, the plug-in looks like on the screenshot below: o o Click the Send Private button to send a secure email immediately. Click the Make Private button if you are working on an email and you want to make sure that you send it securely when it is finished. 2. I do not have a certificate on this machine, what should I do? You can log in using your Unipass Username / Password / PIN (UPP). If you can t remember your Unipass Username / Password / PIN details you can use the Forgotten my details link on the login screen or you can phone the Unipass Helpdesk and ask for a reminder to be sent out to you. Page 6 of 17
3. Can I register more than 1 email address on my machine? Yes. Unipass Securemail will allow you to protect multiple email addresses, (as long as you have a registered Unipass Identity). Instructions for this can be seen below: Please click on the Unipass Securemail padlock icon. Page 7 of 17
Please now select Protect Another Email Address from the menu. The Unipass Securemail registration wizard will now begin. Follow the on screen instructions to protect another email address. 4. Can I use Unipass Securemail on more than one computer? Yes, you can use a registered email address on more than one machine. If you would like to download the Unipass Securemail client again, simply click here to log into My Account and click on the Securemail Installer tile. 5. How can I read encrypted messages without installing the Unipass Securemail software or if I am not using Microsoft Windows? You can register your email address and decrypt messages by just using your Internet browser. Simply double click the "Encrypted...htm" attachment and follow the on screen instructions. Page 8 of 17
Double Click Encrypted Message.htm 6. I would like to keep the message I received encrypted - can I do this? You can do this by simply deselecting Opened messages should remain decrypted from the Preferences menu. Simply click on the Red Padlock tool and select Preferences. Now un-tick the box beside Opened messages should remain decrypted and hit Apply. Your emails will now remain encrypted. 7. Which profile should I select when using Mozilla Firefox to open encrypted emails? If you are using Firefox to view encrypted emails for the first time, you will need to select Trend Micro s Select_The_Default profile. You will not be prompted for this again for when opening any additional encrypted emails. Page 9 of 17
8. I would like to send all messages encrypted by default? You can do this by simply selecting Make new messages private by default from the Preferences menu. Simply click on the Red Padlock tool and select Preferences. Now tick the box beside Make new messages private by default and click on Apply. Emails sent out will now be encrypted by default. Page 10 of 17
Section 3 - Unipass Securemail: Troubleshooting 1. Why do I have a Unipass Securemail envelope and not the message? Messages are NOT decrypted in the reading/preview pane of your email client. Once you have installed the Unipass Securemail client and registered your email address, you can decrypt messages by double-clicking them in Microsoft Outlook or Windows Live Mail. 2. Where are my Unipass Securemail toolbars? The Unipass Securemail client toolbars will appear in Microsoft Outlook once you have installed the relevant software. If the toolbar is not visible, please do the following: Open Outlook Right-click a blank area alongside the toolbars. This displays the list of toolbars in Outlook Please click on Securemail Client Main Bar Check if the toolbar appears. If it is still missing, do one of the following: Outlook 2002 / 2003 Go to Help > About Click Disabled Items Select ppoutl.dll in the list Click Enable Click Close Click OK Page 11 of 17
Outlook 2007 Go to Tools > Trust Center Click Add-ins Go to the Manage drop-down box at the bottom of the screen Select Disabled Items Click Go Select ppoutl.dll in the list Click Enable Click Close Click OK Outlook 2010 Go to File > Options Click Add-ins Go to Manage drop-down box at the bottom of the screen Select Disable Items Find Private Post add-on Click Enable Outlook 2013 Go to File > Manage Addons Select Disable Items Find Private Post add-on 3. Why am I not receiving encrypted emails? Sometimes encrypted emails may initially be treated as spam or junk mail. If you are experiencing delays in receiving encrypted emails, please check your junk mail or anti-spam folder. Page 12 of 17
For Outlook 2003/2007/2010/2013 and Live Mail: You can also configure future encrypted emails by selecting the email in the Junk Mail folder, and marking the mail as Not Junk. For Outlook 2003 and 2007: Click Actions > Junk Email > Mark As Not Junk. For Outlook 2010 or 2013: Click Home > Junk > Junk E-mail Options 4. When trying to authenticate using my certificate, it doesn t open the encrypted email? Make sure you re using the web browser that has the installed certificate. Page 13 of 17
To check in Internet Explorer/Chrome go to: Tools > Internet Options > Content > Certificates To check in Firefox, go to: Options > Advanced > Encryption tab > View certificates Page 14 of 17
5. When opening the encrypted message attachment I receive the blank window? The blank window will appear and will then change and ask you to either login or register to view the encrypted message. Try saving the attached file to your desktop first then open it from there to speed up the process. 6. The Make private / Send private buttons are missing on my Outlook program? To resolve: Outlook 2003 Help> About MS Outlook>Disabled Items>Enable pp plug-in Tools>Options>Spelling> un-tick Always check spelling before sending Tools>Options>Other>Advanced Options>Add-ins Manager> tick Private Post v4 and Private Post Attachment Handler Tools>Options>Mail Format>un-tick Microsoft Word Editor Outlook 2007 Tools>Trust Centre>Add-ins>Mange Exchange Client Extensions>Go>tick Private Post v4 and Private Post Attachment Handler * If Private Post v4 is not there >Install> ZPrivatePost.ecf >Open Help>Disabled Items>Enable pp plug-in Outlook 2010 and 2013 Go to File and select Options. Now you will find Add-Ins listed on the left sidebar, select it and you will see the list of all active, inactive, and disabled add-ins Along the bottom find Manage and click pull-down menu and select Disabled Items Find the Private Post add-on, select it and click Enable. Restart Outlook Page 15 of 17
Section 4 - Unipass Securemail: Contact Details 1. What is the telephone number for the Unipass Helpdesk? You can call the Unipass Helpdesk on 0871 22 12345, or you can use the following hyperlink to send an email. 2. What are the opening hours of the Unipass Helpdesk? The Unipass Helpdesk hours of service are Monday to Friday: 9:00am-5:00pm. 3. What is the contact address for Origo Secure Internet Services Ltd.? Origo Secure Internet Services Ltd, 7 Lochside View, Edinburgh Park, Edinburgh, EH12 9DH. 4. Who should I contact if I have any complaints or compliments about the Unipass service? Any comments you have (good or bad!) can be made via the Unipass Helpdesk. You can call the Unipass Helpdesk on 0871 22 12345, or you can use the following hyperlink to send an email. Page 16 of 17
Document Revision Revision Date Author Amendments 1.0 01/08/2014 UIdP Project Team 1.1 28/06/2015 UIdP Project Team 1.2 May 2016 UIdP Project Team Approved version for go live of UIdP service Added Data Classification Updated the Data Classification disclaimer and the contact address for Origo Secure Internet Services Ltd. Page 17 of 17