Secure Message Center FAQ

  1. What is Secure Message Center?
  2. What is ZixMessage Center?
  3. How do I contact Customer Support?
  4. I have a question about the email message that I received.
  5. When I click on the link to read my secure message, nothing happens.
  6. I have just received my first secure message and don’t know my login.
  7. What do I do if I forget or need to change my Secure Message Center password?
  8. I know my password but I'm still unable to gain access to Secure Message Center, how can I access my message?
  9. When I login, the page just refreshes or I see “Error Processing Your request”.
  10. I have submitted or changed my password but I did not receive a confirmation email. What do I do next?
  11. My email address has changed. How do I receive Secure Message Center messages at a different email address?
  12. I have been locked out of my account. How do I unlock it?
  13. How secure is the Secure Message Center?
  14. Can other people view my secure messages?
  15. Can I send large file attachments?
  16. Can I send/receive attachments from a handheld device?
  17. I received an attachment but I am unable to open it. How I can open my attachments?
  18. How long are messages retained in the Secure Message Center?
  19. How do I get an expired message back?
  20. What are the supported versions of Web browsers for the Secure Message Center?
  21. Are there any special browser settings required to use the Secure Message Center?
  22. What handheld devices are supported to use the Secure Message Center?
  23. Why am I not seeing a security padlock when accessing the Secure Message Center via my Hotmail (MSN) account?
  24. What do I do if I am not receiving secure message notifications in my email inbox?
  25. Why am I getting error message of “Page cannot be displayed” or “Action Cancelled” even though I have internet access to other websites?
  26. Is there “Help” available for Secure Message Center?
Secure Message Center FAQs

01.What is Secure Message Center?

Secure Message Center is a secure webmail application, hosted by ZixCorp, which allows the recipient of encrypted email sent by ZixCorp’s customers to read the encrypted email in its decrypted form. The messages are typically encrypted to protect sensitive information, such as personal health information (PHI) or personal financial data. ZixCorp customers can have their company branding on the webmail page or they can use a generic webmail page that is branded by ZixCorp as the ZixMessage Center.

When a message is sent via Secure Message Center, a notification email is sent to the recipient (see example below). If this is the first time the recipient received an encrypted email from that sender’s company, then the recipient will need to create an account (your email address and a password) in order to read the message. If the recipient has previously received encrypted messages from the sender’s company, then the recipient will only be required to re-enter their password to open and read the message.

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02.What is ZixMessage Center?

ZixMessage Center is a secure webmail application, hosted by ZixCorp, which allows the recipient of encrypted email, sent by ZixCorp’s customers, to read the encrypted email in its decrypted form.

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03.How do I contact Customer Support?

The Secure Message Center “Welcome” page will have details on how to contact the support team responsible for answering your support questions. Please do not contact ZixCorp directly.

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04.I have a question about the email message that I received.

While ZixCorp is responsible for securely delivering the message, the sender is responsible for all of the email’s content. If you have any questions about what is in the email, please contact the sender.

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05.When I click on the link to read my secure message, nothing happens.

Some browsers and mail clients may not support active links. In this case, it’s possible the link has been modified or is being blocked. If this appears to be the case, you will have to copy and paste the entire URL, located at the bottom of your email, into the browser window. This may take more than one copy and paste effort. Additionally, if you already have a browser window open, the page may be displayed there.

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06.I have just received my first secure message and don’t know my login.

You will need to establish an account in order to read your secure message. From the secure message login page, select the “First time users ‘Click here’” link to create your account. The Registration Screen that follows requires you type your email address and your new password twice, along with a password reminder phrase. Click the Submit Password button. A password confirmation email is sent to the email address you provided. You can activate the pending password by clicking the activation link in the message.

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07.What do I do if I forget or need to change my Secure Message Center password?

The Secure Message Center “Welcome” page gives you an option to change or reset your own password. On the Welcome screen, you will find a link to the “Change your password” screen. On the “Change your password” page, simply enter your email address, a new password, and a password reminder phrase. Please ensure your password meets the “Password Rules” which are also listed on this page. Upon submitting your new password, a confirmation email will be sent to you containing a link to accept or activate the new password. Please click on the link only once. Any subsequent clicks will result in an error message; however the new password will have been activated. After the password has been reset, an “activation successful” message will be displayed along with a “continue” button. When the continue button is selected, you will be taken back to the Secure Message Center Welcome page. You can now sign in with your email address and new password.

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08.I know my password but I’m still unable to gain access, how can I access my message?

You may be temporarily locked out of your account because you attempted to access your account three times with an incorrect password. If you are locked out, ZixCorp will send you an automated lockout notification message by email. Three consecutive unsuccessful logins attempts to read a secure message will cause you to be locked out of your account for 30 minutes. You can wait the 30 minutes, then enter to the correct password, or you can immediately unlock your account by successfully completing the “change password” process.

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09.When I login, the page just refreshes or I see “Error Processing Your Request”?

The browser or device is not accepting cookies from “zixmessagecenter.com”. Even if you are accessing a different portal site, cookies from “zixmessagecenter.com” must be accepted by the browser. Please refer to you browsers “Help” for details about enabling or allowing cookies

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10.I have submitted or changed my password but I did not receive a confirmation email. What do I do next?

If you are in a corporate networking environment, the confirmation email may be blocked or quarantined by your mail server’s anti-spam software. Please check your quarantine server or work with your local email administrator. The confirmation email may have also been delivered to your “Junk” folder. If you still can’t find the confirmation email, contact your IT department and have them whitelist smtpout.zixmail.net, which is IP addresses 63.71.8.100 through 63.71.8.109 for inbound mail. Please wait 36 hours and then follow the instructions for changing your password.

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11.My email address has changed. How do I receive secure messages at a different email address?

If your email address has changed or you need to have secure messages delivered to a different email address, please contact the original sender and provide them with the new email address. The recipients of secure messages are determined by the sender. When you receive a secure message at the new email address, you will need to create an account (new email address and a new password) to access this email. Secure messages sent to the old email address will not be visible when logged into the new account. These messages can still be accessed by signing into the Secure Message Center using the old email address and password.

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12.I have been locked out of my account. How do I unlock it?

Your account will be locked for 30 minutes after three failed login attempts. You will receive a notification email in your regular inbox informing you that you are locked out for this time period. If you do not wish to wait the full 30 minutes, you can immediately unlock your account by changing your password. You do not need to know your old password. Please see the FAQ entry regarding the change password process.

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13.How secure is the Secure Message Center?

When a message is stored in the Secure Message Center, it is encrypted with 168-bit triple DES encryption. During composition and pickup of the message, Secure Message Center utilizes standard SSL secure Internet connections with high (128 bit) encryption and 1024 bit public keys for symmetric key exchange.

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14.Can other people view my secure messages?

No, ZixCorp’s servers receive the email messages in an encrypted form and then store the message using 168-bit, triple DES encryption. Intended recipients must use their password to open any email messages they receive, therefore no one else can view your messages.

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15.Can I send large file attachments?

The attachment limits, including how many files you can attach, and the maximum combined file size limit is indicated on the Attach File page which is available when composing a message.

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16.Can I send/receive attachments using a handheld device?

Attachments can be received and downloaded on supported handheld devices. Sending attachments from a handheld device is not supported.

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17.I received an attachment but I am unable to open it. How I can open my attachments?

If you are having trouble opening an attachment, try following this procedure:

  1. Log in to Secure Message Center and open the message.
  2. Right mouse click on the download button.
  3. Choose “save target as”.
  4. Choose save (not open) and save the file to your hard drive or other location.
  5. Locate the file and double-click to open.
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18.How long are messages held in the Secure Message Center?

This message retention setting is configured by the company that sent you the email message. A company can set the message expiry to between 7 days (minimum) and 60 days (maximum). Once a secure message has expired, it is permanently deleted and cannot be recovered by ZixCorp. If you need a copy of an expired message, please contact the originator.

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19.How do I get an old or deleted message back?

When a message expires, the secure message is deleted and cannot be recovered by ZixCorp. Please contact the original sender and request that they resend the message.

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20.What are the supported versions of Web browsers for the Secure Message Center?

The supported browser versions are:

  • Microsoft’s Internet Explorer, version 7.0 and above
  • Mozilla’s Firefox, version 3.5 or above
  • Apple’s Safari, version 4.0 or above
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21.Are there any special browser settings required to use the Secure Message Center?

To open and reply to messages, the Secure Sockets Layer (SSL) 2.0 and 3.0 options must be enabled. Also, cookies must be enabled in your browser privacy settings. Additionally, JavaScript must be enabled and pop-ups cannot be blocked for the Web address.

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22.What handheld devices are supported to use the Secure Message Center?

The supported handhelds are:

  • BlackBerry version 4.2 or above
  • SmartPhones using Windows Mobile 5.0 or above
  • Apple’s iPhone version 3.0 or above

While other handhelds may be used to view messages, they are not supported by ZixCorp.

Note: Certain customers have a custom Secure Message Center which may cause problems when attempting to view messages on a handheld.

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23.Why am I not seeing a security padlock when accessing the Secure Message Center secure site via my Hotmail (MSN) account?

Hotmail implements HTML frames in a web page, therefore the padlock will not appear. This will occur because the main frame is from Hotmail (MSN) and ZixCorp’s secure connection is in the second frame. Don’t be alarmed, the frame containing ZixCorp’s code is secured. To verify, you can right-click on the frame containing ZixCorp’s code and select “Properties” on the pop-up menu. You will see “SSL 3.0, RC4 with 128 bit encryption (High); RSA with 1024 bit exchange” on the Connection field. When in doubt, you can check the Digital Certificate by clicking on the “Certificates” button within the “Properties” dialog.

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24.What do I do if I am not receiving secure message notifications in my email inbox?

The secure message notification email may be blocked or quarantined by your anti-spam software. Please check your quarantine server or work with your local email administrator or internet service provider. The secure message notification email may have also been delivered to your “Junk” folder. If this is the case, you can retrieve the message from the “Junk” folder and add the ZixCorp domain (zixmail.net) to your “safe sender list” so that any future notification will get routed to your Inbox. If you still can’t find the secure message notification email, contact your IT department or internet service provider and have them white list smtpout.zixmail.net, which is IP addresses 63.71.8.100 through 63.71.8.109 for inbound mail. Please ask the message sender to resend the secure message.

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25.Why am I getting error message of “Page cannot be displayed” or “Action Cancelled” even though I have internet access to other websites?

When you receive either of these error messages, it is an indication you are behind either a firewall, proxy server, or URL filtering server that is not permitting you access to Secure Message Center. Please consult with your local network admin to allow you access to the domain zixmail.net

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26.Is there “Help” available for the Secure Message Center?

You can access “Help” by clicking the “Use Online Help” link on the Secure Message Center login page or by clicking the “Help” tab on the Secure Message Center “Welcome” page.

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