it.ucsf.edu

Secure Email Recipient Help

mark bering's picture

You just received a "secure" email message from someone at UCSF, and you are not sure what to do...

This page is here to help you:

Our secure email service is provided by a commercial vendor that specializes in email encryption and is hosted within their environment. The web address is not a UCSF location, but will contain the site in the below image.
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If this is your first secure email message from UCSF, there is one-time registration process that will have you reading your message quickly.

Here is an example of a secure email. Let's get started with the registration process.

  • Click on the "Click here" link in the body of the message.
decorative image of received secure email

As this was sent to your email address, the email address is entered by the service and cannot be changed.

  • Enter your first name in the First Name field
  • Enter your Last name in the Last Name field
  • Enter a password in the Password field
  • Reenter your password in the Confirm Password field

To assist you, the password policy (requirements) may be automatically displayed depending on the type of device you are using to register.

Passwords must:

  • Be a minimum of 8 characters
  • Include at least one digit (0-9)
  • Include at least one symbol ([email protected]#$%^&*)
  • Cannot include your username

Once you have entered your information

  • Click the Continue button
decorative image of registration screen
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You will be presented with the secure message sent to you from someone at UCSF. After you have read you message, you can reply to the message or logout of the secure email reader.

To reply to your message, click the Reply button.

decorative image of opened secure email message
You will be presented with a message composition window where you can write your reply.
decorative image of a reply email message
You will receive a "Message Sent" confirmation. From here you can choose to return to the message or logout. To logout click the Logout button.
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You only need to register with the secure email service the first time you access a message. After that, when you want to open a secure email, you will see this login screen.

To login:

  • Enter your password in the Password field.
  • Click the Continue button.

If you do not remember your password, click the Forgot Password link

decorative image of secure email logon screen

When you click the Forgot Password link, you will receive a notification that an email message has been sent to the registered address with a link to reset your password.

Go to your Inbox to check for this message (if you do not see it in your Inbox, please check your spam or junk email folder).

decorative image of secure email password reset link sent web page

When you check your Inbox, you should see a "Password Reset" message from the sender, [email protected] (this is the legitimate address, if it is from a different address, delete it, it is spam).

Note: The password reset link is only good for 30 minutes. If you do not reset your password within the 30 minute period, you will have to go back and click the Forgot Password link on the log in screen again to generate a new message.

decorative image of received password reset request
  • When you get to the Enter New Password screen, click in the Password field (the password policy is displayed), enter your new password.
  • In the Confirm Password field, re-enter your new password (your passwords must match, passwords are case-sensitive).
  • Click the Continue button.
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You will see your opened secure email message. When finished you can logout of the secure email reader or reply to the message.
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If you choose to reply to the secure email, you may want to attach a file.

To attach a file:

  • Click the Attach a file button.
decorative image of received secure email
  • Click the Add button to browse your computer for the file to be attached
  • When you locate the file to be attached, select it and click the Open button in the browsing window
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You will see the attached file linked to you message.

  • Compose your message and click the Send button.
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You will see a Message Sent notification.

  • Click the Logout button to exit the secure email reader.
decorative image of the logout window
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Troubleshooting

This section describes error messages and what they mean.

  • You authenticated successfully, but do not have permission to decrypt this message. You do not have permission to decrypt this message. The sender can request that your permissions be enabled; please contact the sender.
  • You authenticated successfully, but the decryption key for your message has been deleted. The decryption key for this message has expired or has been deleted. Contact the sender and request that they resend the message.
  • There was a critical error processing your request. There may be a problem with the system or your request. The UCSF secure email service is temporarily unavailable. If this situation persists, report it to the UCSF IT Service Desk at 415-514-4100.
  • The message you are trying to read is corrupted and cannot be processed. Please contact the sender of the message. The message is corrupted and cannot be decrypted. Contact the sender and request that they resend the message.
  • The page you requested was not found. If you clicked a link to get here, click the Back button in your browser to return to the previous page. The page you are trying to view in the browser is not available or does not exist. Click the Back button in your browser.
  • The username you requested has already been registered. You have already authenticated with our secure email service, try resetting your password.
  • There was an error retrieving the key for your message. If this error persists, please contact your administrator. The key server is temporarily unavailable. Try again later, and if you still cannot decrypt the message, report it to the UCSF IT Service Desk at 415-514-4100.
  • Your account has been disabled. The UCSF email administrator has disabled your account.
  • Login Disabled You do not have permission to perform this action.