Google Message Encryption Administration Guide - Manual (Page 40)

Message Encryption, Portal Delivery 41
• Mozilla Firefox 1.06 or later, including Firefox 2.0.
• Netscape Navigator 8.0 or later.
• Safari 2.0.
• Blackberry mobile devices.
• Windows Mobile 5.0 devices.
Portal Delivery also requires JavaScript support in the browser.
The recipient didn’t receive a notification when an encrypted message was sent.
When secure mail routes through Portal Delivery, a notification is sent by normal
email to the recipient’s mail server. If this mail isn’t received, it may be a result of
the recipient’s mail filtering. Instruct the recipient to add
zixmail.net to the
whitelist of any mail filtering service the recipient uses.
Notifications are being quarantined as spam
If Message Encryption notifications sent to you are being quarantined as spam,
add
@secure.psmtp.com to the list of approved senders for the email security
service, as well as your firewall or server.
The recipient can’t log in to the Secure Portal.
If login problems persist, check the security settings on the recipient’s web
browser. The recipient should set security to Medium and be sure cookies are
enabled.
The recipient forgot their password.
A new password can be generated from the login page of the Secure Portal. The
password won’t be changed until the email is received and the link in the email is
used.
The recipient can’t open an attachment.
Recipients may have problems downloading the attachments. The recipient can
download attachments individually, or download all attachments together as a ZIP
file. Direct the recipient to click these links to download attachments.
If the recipient is having problems downloading a PDF file, it may be a problem
with the recipient’s PDF settings. If this happens, the recipient should save the
PDF file to the desktop instead of opening it directly. The recipient can then open
the file on the desktop.
Are secure messages ever sent directly to the recipient?
If both the sender and the recipient are signed up with Message Encryption,
messages are sent directly to the recipient’s mail server. Messages are encrypted
on every step of transmission.