Secure File Transfer External User Guide Guidance for 3 rd Party Recipients of Secure File Transfers from Lloyds Banking Group
Version: 3.0 Last updated: 28/09/2017 This user guide is intended for unregistered third party users who can only receive and reply to secure file transfers from Lloyds Banking Group. This document will guide you through the use of the Lloyds Banking Group Secure File Transfer (SFT) service. A Quick Start Guide provides an overview of how to logon, receive and reply to file transfers. Lloyds Banking Group takes data transfer security very seriously. Using a secure file transfer solution provides an added layer of protection to minimise the risks of interception and misuse of confidential information. Lloyds Banking Group s Information Security policy mandates that confidential electronic information exchanged with external parties must be encrypted. Table of Contents Quick Start Guide for External 3rd Parties... 3 Secure File Transfer overview... 4 Logging into Secure File Transfer... 5 Receiving a File Transfer... 6 Downloading files via your Email notification... 6 Viewing password encrypted files (Highly Confidential Transfers)... 6 Expiry Date passed... 6 Replying to the Sender... 8 Mandatory Fields... 8 Highly Confidential Replies... 9 Attach File troubleshooting... 9 Sending the Reply... 9 Sent Folder... 10 Manage Folders... 10 FAQs... 11 Troubleshooting... 13 personnel of Lloyds Banking Group] without permission. Unauthorised copying may incur penalties and damages. Lloyds Banking Group plc 2017. All rights reserved. SFT External User Guide v3.0 Lloyds Banking Group Page 2 of 13
Logging In SFT Ad-Hoc File Transfer Guide Quick Start Guide for External 3rd Parties URL: https://sft.lloydsbanking.com Login: User ID & Passw ord in registration email. Note: You must have an account. For a new account see your LBG contact. Opening a File Transfer Open the Email notification that you have received 1. Click on Dow nload All Files 2. Login to Secure File Transfer 3. Dow nload files to your machine 4. If Highly Confidential, open files w ith passphrase provided by Sender. Sample email notification Sending a Response Select Reply button for the File Transfer that you have received New message is opened for response. 1. Complete Input fields 2. Attach Files (if required) 3. Send the Response 4. If Highly Confidential, assign passphrase w hen prompted Support The user guide provides some troubleshooting solutions, how ever if this does not help then contact your ow n Support Desk in the first instance to determine w hether there is an issue w ith your netw ork o How ever if it appears that there is an issue w ith the Secure File Transfer then contact the Lloyds Banking Group colleague w ho obtained access for you. Restrictions - you can only reply once to each file transfer you receive. If you have replied and then need to resend a file please ask the sender to send a blank file transfer for you to respond to. SFT External User Guide v3.0 Lloyds Banking Group Page 3 of 13
Secure File Transfer overview The Secure File Transfer service offers the capability to transfer large files over 10MB up to 2GB. Web based service - the service is web-based and you do not need software on your machine to use it. You must have previously received a registration email from the service to gain access. Unregistered account a restricted/unregistered account is automatically set up for a new third party user when a secure file transfer is sent by an LBG Business contact. The account is active for 90 days after which it is deleted including all file transfer data associated with the account. A reminder email is sent 14 days prior to the 90 day expiry date. However within these 90 days if you do not use Secure File Transfer for more than 30 days then your account will also be deleted. If your account has been deleted then you must ask your LBG business contact to send you another file transfer so that a new account can be set up for you. Registration/login the registration email contains your login credentials which you can use to Login to the service. Sending files is a similar process to email however with your unregistered account you will only be able to Receive file transfers and Reply to the sender. Expiry of access any file transfers you receive will expire and be deleted after 30 days unless the sender specifies an earlier date. You will be automatically disconnected from your secure mailbox after 30 minutes of inactivity. Prerequisites 1. You must have a web browser connected to the internet. Supported browsers are: Windows 7: Internet Explorer 9, 10 or 11 Windows XP: Firefox (latest version) 2. You should use a desktop or laptop to view your secure file transfers. Mobile devices (phones and tablets) can be used in some cases but are not always reliable when viewing PDF attachments. Expiry dates When the Expiry date for a File Transfer has passed, the File Transfer and associated files are deleted from the sender s Sent folder, recipients Inbox folder and the file storage server within the Secure File Tranfer service. SFT External User Guide v3.0 Lloyds Banking Group Page 4 of 13
Logging into Secure File Transfer Access Secure File Transfer - it is accessed via this link : https://sft.lloydsbanking.com Enter your User ID and Password First time logging in - the first time you log in use the password supplied in the registration email that you have received from the Secure File Transfer service. You will then be asked to change the password. Forgotten password - the Forgot your Password link prompts you to reset your password. Home Page features Compose create a new file transfer Inbox lists file transfers that you have received via the Ad-Hoc service. Sent lists transfer replies that you have sent via the Ad-Hoc service. Drafts lists transfer replies created but not sent. SFTP/FTPs service controls: SFTP/FTPS Upload Files Tab or SFTP/FTPS Upload Status option in the left hand column cannot be used unless you have been set up. Preferences default settings (recommended) Password Allows you to change your password.the new password must be at least 8 characters long and contain at least one lower case character, one upper case character, one number and one special symbol. If the new password you type in does not conform or match then an error message is displayed, and you must re-enter it. Accessibility list of shortcuts Logout Logout from Secure File Transfer There are 3 ways of logging out from the Service: Selecting Logout option on the window bar / Closing the browser / or if you don t use the Service for more than 30 minutes, you will be automatically logged out. SFT External User Guide v3.0 Lloyds Banking Group Page 5 of 13
Receiving a File Transfer SFT Ad-Hoc File Transfer Guide A file transfer is stored in your Secure File Transfer Inbox folder. A notification is also sent to your Email Inbox. Download the file(s) by navigating to your Email Inbox or Secure File Transfer Inbox. Downloading files via your Email notification Click on the link(s) in the Email Notification you have received Single file download: Select one link in the Attachment list. Multiple files download: Select Download All Files link in the Attachment list. You are directed to the Secure File Transfer Download Portal where you log in with your user credentials and are navigated to the download page. If you selected Download All Files then all the files are zipped up into a standard single zip file. You are presented with an Open or Save option where the file(s) are downloaded to your Downloads folder or you can organise as required. Viewing password encrypted files (Highly Confidential Transfers) Files sent as Highly Confidential will have a passphrase supplied by the sender. The sender must have provided you with the passphrase as it will not be included in the email notification. If not, then contact the sender before you decrypt the file(s). The file(s) are encrypted by a zip file tool (file has a 7-zip icon ). These are selfdecrypting.exe file(s) and you do not need the 7-zip utility on your machine; they will be automatically decrypted when you enter the correct passphrase. Check your organisation s security policy on running.exe files. To decrypt, run the.exe file by double clicking on it and entering the correct passphrase when prompted. If you enter an incorrect passphrase you will get an error message and be prompted to enter the passphrase again. Expiry Date passed When the Expiry date for a File Transfer has passed, the File Transfer and associated file(s) are deleted from the sender s Sent folder, recipients Inbox folder and the storage server. If you attempt to download any file(s) from an email notification after the expiry date of the File Transfer, then when you log onto the Download Portal you will see a File/Page Not Found message. SFT External User Guide v3.0 Lloyds Banking Group Page 6 of 13
Downloading Files via the Secure File Transfer inbox The Inbox folder below shows a list of active File Transfers that have been received. Actions that can be carried out on a received file transfer:. Refresh refreshes the Inbox folder. All other actions are disabled because your account is restricted. The Compose button is disabled as you can t create a new file transfer thread. Click on the link in the Subject column corresponding to the File Transfer that you wish to view. A new window is opened showing the File Transfer details as shown and allows you to reply and download / save all or selected file(s). The other options are disabled. Single file download: Click on a filename in the Attachment list. Multiple files download: Select Download all You are presented with an Open or Save option where the file(s) are downloaded to your Downloads folder or you can organise For each file that has been successfully downloaded, the sender is sent an email notification SFT External User Guide v3.0 Lloyds Banking Group Page 7 of 13
Replying to the Sender SFT Ad-Hoc File Transfer Guide Select the Reply option for the File Transfer and a Reply window is displayed. You can only reply to the sender once per file transfer and the system only permits you to reply. The relevant fields are pre-populated from the original Sender s message. No additional recipients can be added to the To field. Mandatory Fields Summary Description enter details of Summary of the transfer (e.g. response to x or updates to file y) Message Classification Public, Internal, Confidential and Highly Confidential. This is the data classification of the transfer reply and should be set to the highest data classification of the attached file(s). If you are unsure which classification to use you should consult with your LBG Business contact Message text Additional information can be added however, if you have comments about the file, you should instead reply in the body of a normal email route, as the system is for the transfer of large files only, it is not suited for general email messaging exchanges. Access This specifies the type of recipient to whom the transfer reply is being sent. The only choice is to Send to existing users Optional Fields Application Owner and Approval Given are for LBG use only, external users do not complete. SFT External User Guide v3.0 Lloyds Banking Group Page 8 of 13
Actions that can be carried out on the transfer reply: Send validation of the mandatory fields is performed before the transfer reply can be sent and error messages displayed if they are invalid. Save saves the transfer reply to the Drafts folder. If you move away from a transfer reply or logout then transfer reply(s) are automatically saved to the Drafts folder. Discard removes the transfer reply, note: there is no undo capability. Attach File opens a file browser to select a single file. Only one file can be attached at a time and you must select Attach File for each additional file you wish to attach. Remove Files each attached file is displayed with a X symbol. To remove a file then click the relevant symbol. Highly Confidential Replies If the Message Classification is Highly Confidential and the reply contains attachment(s) then you are prompted to create a passphrase. A passphrase must be at least 8 characters long and contain at least one lower case character, one upper case character, one number and one special symbol. When you retype the passphrase it must match the first entry. You ll need to contact your LBG contact to provide them with the passphrase so they can open your reply. Attach File troubleshooting If a file is large (~1GB) then it may take several minutes to upload into the transfer reply and a message is displayed indicating that the upload is taking place in the background. You will be able to send the file transfer however the status will be shown as Sending. If you are using Windows 7, then there is a maximum individual file size limit of 2GB for files in Highly Confidential transfer replies. There is no file size limit in Public, Internal and Confidential transfer replies. 2GB file could take up to 10 minutes or longer to upload depending on your network connection. On Windows XP there is a maximum individual file size limit of 2GB for any classification of transfer reply. A processing message may be shown when a very large file is uploading: Sending the Reply Once the reply is complete with the transfer attached, select the Send button. Blocking error displayed - if malware is found, then the transfer reply is blocked and an error is displayed indicating which file failed the scan as shown below. You may wish to remove this file from the transfer reply and re-send it. You must follow your own organisation guidelines for malware support. SFT External User Guide v3.0 Lloyds Banking Group Page 9 of 13
Sent Folder When a transfer reply has been sent successfully the details are saved in the Sent folder as shown below. The table shows a list of active File Transfers that have been sent by a user. Actions that can be carried out on a transfer reply: Refresh refreshes the Sent folder. Move to moves the selected transferm reply to a folder chosen from a list of available folders. Additional folders can be created to manage transfers. View details displays the metadata about the selected transfer reply, one of them being the Tracking Status. Delete (no undo capability) removes the selected transfer. Tracking Status: This is the Sent status of a Transfer Reply. The permitted values are: Sending for large transfer reply (~1GB), the upload and scan of may be ongoing. Received file(s) scan has been successful and email notifications sent. If the transfer reply has not been completely successful, then the status is included in the Subject column Delivered Partially file(s) scan has been successful and email notifications have been sent to some recipients. Failed file(s) scan has been successful but email notifications have failed to be sent to any of the recipients. Rejected file(s) scan identified malware and the transfer reply has been rejected. Or one of the files was greater than 2GB in size File Transfer Logs The metadata for a File Transfer/Reply (i.e. fields in the File Transfer details) and any attached files (filenames and not the file data) are logged for query and reporting purposes. Manage Folders Select Manage Folders to view a list of current folders, and add/delete to organise your transfer replies (The default folders are Inbox, Sent and Drafts). Create Adds a new folder and prompts for a name. File Transfers can be moved between folders by selecting a transfer then Move to and the target folder. Delete Select the folder to be removed then Delete. SFT External User Guide v3.0 Lloyds Banking Group Page 10 of 13
FAQs What is the Secure File Transfer Service? Q: What can I use it for? A: The Secure File Transfer service enables you to transfer large files above 10MB up to 2GB in size in a secure manner that meets LBG security standards and data handling guidelines. Where removable media has been used for large file transfers into the Bank, this Service should now be used as it is the preferred method by the Bank s IT Security team Q: What do you mean by removable media? A: Removable media includes CDs, DVDs and Encrypted USB Media such as sticks or hard drives. Q: What is the maximum file size that I can send? A: Files up to 2GB in size can be sent using the Service, though a 2GB file can take up to 10 mins to upload to the Service server depending on how a you are connected to the network and what else is running on your machine. Q: Is there Data Classification? A: Yes. The Service meets all LBG security standards based on the confidentiality of data. A file transfer must be classified as Highly Confidential, Confidential, Internal or Public. If you are unsure which classification to use you should consult with your LBG business contact. Q: How can I be sure my Highly Confidential data is safe? A: Highly confidential data is encrypted with a passphrase that a sender supplies and is downloaded to a recipient s machine fully encrypted. To decrypt a Highly Confidential file a recipient must input the passphrase. Q: What happens to my data long term? A: You can define how long a particular file transfer is available for by providing an expiry period default is 30 days however you can set it as short as 1 day. After this time all stored data files associated with the particular file transfer are deleted from the Service. Access to the Secure File Transfer service Q: How do 3rd parties use the Service? A: LBG business contacts can send a file transfer to an unregistered 3rd party. The Service automatically provisions an unregistered external account for the 3rd party and sends them a registration notification with a user ID and temporary password that must be changed on first logon to the Service. 3rd party users access the Service via an external LBG URL. Q: How long are 3rd Party Unregistered accounts valid for? A: An unregistered account is valid for 90 days from creation after which it is deleted including all file transfer data associated with the account. An unregistered external user will receive a reminder email 14 days prior to the 90 day expiry date. However, if within these 90 days the account is not used for more than 30 days then the account is also deleted. If an account has been deleted then the LBG business contact needs to send another file transfer so that a new unregistered account can be created. SFT External User Guide v3.0 Lloyds Banking Group Page 11 of 13
Using the Secure File Transfer service SFT Ad-Hoc File Transfer Guide Q: What is the URL of the Service? A: For external 3 rd party users the URL is https://sft.lloydsbanking.com Q: How do I use the Service? A: The Service is browser based so you do not need software installing on your desktop or laptop. Q: Which browsers are supported? A: The supported browsers are: If you are using Windows 7 or above Internet Explorer 9, 10 and 11 are the supported browsers. If you are using Windows XP Firefox is the supported browser. Q: What if I have not received a password even after using Forget Password link in sft.lloydsbanking.com? A: Once the Forget Password link has been selected, a new password is generated and sent instantly to your email account by the Secure File Transfer service. In case a new password is not received then please validate the following: Make sure your account is active in Secure File Transfer. Your SMTP email server allows emails from SecureFileTransfer@lloydsbanking.com with special characters. Q: How easy is this new Service to use? A: The user interface for this Service is very similar to email and simple to use. Q: Will I need training? A: You do not need to go on a training course. This user guide provides you with the appropriate information. Q: What is a Unregistered User allowed to do? A: With a Unregistered account you will only be able to receive file transfers, download files and reply to the sender. Q: Message failed to send? A: If malware (viruses) are found, then the transfer reply is blocked and an error is displayed indicating which file failed the scan as shown. If you have multiple files attached, remove the file that failed to allow the rest of the transfer to send. You must follow your own organisation guidelines for malware support. SFT External User Guide v3.0 Lloyds Banking Group Page 12 of 13
Troubleshooting SFT Ad-Hoc File Transfer Guide If you are experiencing issues with the Service, then below are a few common problems. If you cannot find your problem then contact your own Support Desk in the first instance to determine whether there is an issue with your network etc. However if it appears that there is an issue with the Service then contact the LBG colleague who obtained access for you. Symptoms Cause What to do Web page error, can't connect to Secure File Transfer Password not received even after using Forget Password link Login details are rejected Error message stating data transfer has been blocked by corporate policy Sent Transfer reply and 'timer' is displaying indicating the transfer is' hanging' Passphrase typed in is rejected Lost attachments when cancelling the Discard option during the creation of a Transfer reply. When you attempt to download file(s) they cannot be found The site may be temporarily unavailable. Your site may not be allowing emails to be received from Secure File Transfer service. Your account may have been deleted. Malware has been detected in a file attachment HC file attachment is greater than 2GB. XP User is using IE8 rather than Firefox. You have sent one or more very large file(s) in a Transfer reply. You haven't been given passphrase by sender You ve typed an incorrect passphrase. You ve been given incorrect passphrase by sender. A feature of Secure Transport that will be resolved by an upcoming release of the software. The relevant file transfer has expired and the files are no longer available. Contact the sender of the file transfer that you have received for them to check with their Help Desk. Make sure your account is active in SFT system. SMTP email server at recipient end should be validated to allow mails from SecureFileTransfer@lloydsbanking.com with special characters. Get in touch with your LBG contact to set up a new unregistered account. If malware detected, then you should remove the attachment given in the error message and re-submit the Transfer reply. You should identify another method of sending this file. Switch to Firefox to use the Service. 2GB file can take up to 10 mins or longer to upload to the Service server depending on how you are connected to your network and what else is running on your machine. Contact sender for passphrase. Confirm you ve typed the passphrase in correctly. Contact the sender to confirm passphrase. Attach the files again. Check what the expiry date is in the email notification. - If passed, then contact the sender for them to re-send the file transfer. - If not passed, then contact the sender for them to investigate. SFT External User Guide v3.0 Lloyds Banking Group Page 13 of 13