Secure Messaging - Troubleshooting

This page provides answers to frequently asked questions about Secure Messaging to assist with troubleshooting common issues. 

Troubleshooting Login Issues

This information provides help for both Mimecast customers and non-customers who've received a secure message but are having problems accessing our Secure Messaging Portal to retrieve it.
For example, when trying to access the portal, the following message is displayed:
Invalid username, password or permissions. Please check you are using the correct URL.

Whether you're a Mimecast customer or not, you need a login and password to access the Secure Messaging Portal. The login is your email address, and the password will be:

• A temporary password if this is the first time you have accessed the portal. This password enables you to log on, but it must be changed. See the First Time Users section of The Secure Messaging Portal.
• A password that was created from a previous login event.

Access to the Secure Messaging Portal is for the sole use of the message's recipient. Do not share your login details with other users.

I am a Mimecast Customer

If you're a Mimecast customer and are having issues accessing the Secure Messaging Portal, try the following before contacting your administrator:

• • Ensure you're using the correct URL to access the portal. The easiest way to do this is to click on the link in the message you received from the sender.
  • Check that the correct primary SMTP address is entered.
  • Ensure you're using one of the supported browsers. See Mimecast Customer Care - Browser Support Matrix.

Should you need to escalate the issue to our Support Desk, have the following information ready:

• • The date/time of the logon attempt used to access the Secure Messaging Portal.
  • The URL used to access the Secure Messaging Portal.
  • Your web browser information and version.
  • The email address used to log in.

I am not a Mimecast Customer

If you're not a Mimecast customer and are having issues accessing the Secure Messaging Portal, take the action below in the order specified:

• • Ensure you're clicking the link in the message you received from the sender. This ensures the correct URL is used to access the Secure Messaging Portal. See The Secure Messaging Portal.
  • Check you are using one of the supported browsers. See Mimecast Customer Care - Browser Support Matrix.
  • Contact the sender of the message.

Resetting Your Password

The reset password link is valid for one-time use only. If you cannot successfully reset your password after the first attempt, you will need to request a new password reset link.

If you need to reset your Secure Messaging Portal password, use the following steps:

1. From the login dialog, enter your login.
2. Click on the Forgot Your Password? link.
3. Click on the Reset Password button. A message containing a temporary password is sent to your email address.
4. Click the Go To Log In Link to return to the Logon dialog.
5. Enter the Temporary Password into the logon dialog. You're prompted for a new password.
6. Enter a New Password and confirm it, ensuring it meets Mimecast's criteria. The criteria are displayed below the password fields:

• • • A green tick means the criteria are met.
    • A red cross means the criteria aren't met and must be corrected.

7. Click the Confirm button to confirm the new password and access the Secure Messaging Portal.

Frequently Asked Questions

Password Issues

Q:	I am trying to access my secure message, and my password has expired. What do I need to do?
A:	If your password has expired, you will be notified when you attempt to log in to the Secure Messaging Portal, along with the option to reset your password. If the password reset option is confirmed, an email will be sent to the registered email address with instructions to allow you to create a new password. You will then be able to retrieve your secure message.
Q:	I have forgotten my password; therefore, I cannot retrieve my secure message. What are my next steps?
A:	If you have forgotten your password, you will need to click Forgot your password? on the Secure Messaging Portal login screen. Enter your email address and click Reset Password. You will receive an email with instructions to allow you to create a new password. You will then be able to retrieve your secure message. Refer to the steps to reset your password above.

Administrator Settings

Q:	Some end users are unable to log on to the Secure Messaging portal. Why is this?
A:	Ensure the recipient is clicking on the link in the Secure Message notification they've received, as there is no generic logon URL. Administrators can manually set passwords and enable logons for Secure Messaging recipients under the Users & Groups | External Directories menu item by selecting a domain's user.
Q:	Are there any limits to message expiration?
A:	Yes. The maximum message extension is limited to the maximum retention period for the customer account.
Q:	Why have the TLS options been removed from "Send Secure" in Mimecast for Outlook?
A:	Based on feedback we received, options like Enforce Encryption and Best Route were found to be confusing and hard to understand. Additionally, the ability to use TLS was seen as an administrator decision rather than something the end user should have to decide. Administrators can configure policies to use Enforced/Opportunistic TLS, which negates the need for these functions in Mimecast for Outlook. The Send Secure button is exclusively for Secure Messaging functions.
Q:	Are there any limitations on configuring the Mimecast for Outlook "Send Securely" drop-down?
A:	You can configure these policy options and select which definitions are available in line with the specific needs of your users.
Q:	Can the items in the Mimecast for Outlook "Send Securely" drop-down menu be manually reordered?
A:	No. At present, this is not possible.
Q:	Does message recall expire the original message, or all replies as well?
A:	Secure Messaging only recalls the original message. The concept of a conversation chain doesn’t exist in Secure Messaging. Therefore, the sender can recall their message, but replies are not affected. Take the following example: UserA sends a message to UserB and UserC. UserB replies all to the message. UserA recalls the message from Sent Items. The original message will be recalled from the Inbox of UserB and UserC. However, the replied message will still display all the contents of the original message for the recipients (UserA/UserC) as well as in the sender's Sent Items (UserB).
Q:	Can I set a password for the recipient of a Secure Message?
A:	Yes. Open the domain's user in the Users & Groups | External Directories menu item in the Mimecast Administration Console. Specify and confirm a password in the Permissions section, and ensure the Allow Secure Messaging Logon option is enabled.

User Capabilities

Q:	Why can a user only extend message expiry once?
A:	Ultimately, your administrator has control over what their users can do. For example, if they set a policy that specified messages should expire after one day, but the user had the ability to constantly override this, users would be able to circumvent the administrator-defined policy.
Q:	After a message has been recalled, can I grant access again?
A:	Once a message has been recalled, a new message must be created if the sender wishes to provide the information again to the recipient.
Q:	What is the session timeout duration for the Secure Messaging portal?
A:	The web portal times out after 60 minutes.
Q:	When I log in to the Secure Messaging portal, why is a message open?
A:	This happens when a user selects to open the portal from a link in a Secure Messaging notification. If users login to the portal without following a link, a message will not be open.
Q:	Why doesn't the Deleted folder refresh straight away?
A:	When a message is deleted from the Secure Messaging portal, the message may not show up straight away in the Deleted folder. This is a known limitation. It may take 15 seconds or more for the message(s) to be ordered into the correct list.
Q:	When I send a message from the Secure Messaging portal, the message is shown in my Inbox AND my Sent Items. Why?
A:	This is because of an account-level setting called Send BCC to Mail Server. This can be enabled or disabled at the Mimecast account level in the Account | Account Settings menu of the Administration Console.
Q:	Is there a limit to the number of Secure Messages that can be sent?
A:	Each licensed Secure Messaging user can send an unlimited number of messages to up to 500 unique recipients per month. If the 500 limit is reached, an additional Bulk Sender license pack can be purchased to increase the limit. Contact your Account Manager for more details.
Q:	If I receive a Secure Message notification, sometimes it is categorized as ‘Promotion’ by Google Mail and placed in the Promotions tab. This means it is not always easy to find. How can I prevent this from happening?
A:	According to Google, there are particular signals used to categorize the content of your mail. This means the Call to Action feature inside the Secure Messaging notification is potentially being flagged as a promotion. To modify your mail preferences, see the Making Gmail’s tabbed inbox work better for you page in the Google Documentation for further details.