Troubleshooting

Use this information when you are unable to view a ZixDirect message.  Once you are able to view the message, you can use the information in Frequently Asked Questions to solve other problems that might arise.

• What should I do if I can’t read the encrypted email?

  If you receive an error message when you try to read the message, you will see a link to report that you cannot read the email.  Depending on the options selected by the sender, you will receive the message using ZixPort (a secure web-messaging system) or the sender will be notified and will use an alternate means of contacting you.

• What email clients can be used for ZixCorp secure messaging?

  • Microsoft Outlook 2000 SP-3

  • Microsoft Outlook 2002 SP-3

  • Microsoft Outlook 2003 SP-1

  • Microsoft Outlook 2003 SP-2

  • Lotus Notes R 6.5.2 and 6.5.3

  • Lotus Notes R7.0

  • GroupWise 6.0 and 7.0

  • Yahoo Mail

  • MSN/Hotmail

  • AOL Mail

• What Internet browsers can be used for ZixCorp secure messaging?

  • Internet Explorer 6 SP-1

  • Mozilla Firefox 1.06 or later

  • Netscape Navigator 8.0 or later

  • Netscape Navigator 8.0

• What operating systems can be used for ZixCorp secure messaging?

  • Windows 2000 SP4

  • Windows XP SP1 and SP 2

• Are there any special browser settings required to use this service?

  To open your secure email messages, the Secure Sockets Layer (SSL) 2.0 and 3.0 options must be enabled in your browser. Confirm these settings by doing the following:

        To set the browser settings for Microsoft Internet Explorer

  1. Select Tools -> Internet Options. 

  2. Select the Advanced tab.

  3. Scroll down to Use SSL 2.0 and Use SSL 3.0 and make sure that those items are selected by placing a check in the box to the left of each item.

  4. Click Ok.

        To set the browser settings for Mozilla Firefox

  1. Select Tools -> Options.

  2. Select the Advanced panel.

  3. Make sure that Enable SSL version 2.0 and Enable SSL version 3.0 display check marks. If not, click in the check boxes to select them.

  4. Click Ok.

        To set the browser settings for Netscape Navigator

  1. Select Tools -> Options.

  2. Select the Advanced panel.

  3. Scroll down to Use SSL 2.0 and Use SSL 3.0 and make sure that those items are selected by placing a check in the box to the left of each item.

• What privacy settings are needed for my browser?

  ZixCorp recommends that you use the default privacy settings.  Using custom security settings could result in unexpected behaviors and error messages.

        To set the privacy settings for Microsoft Internet Explorer

  1. Select Tools -> Internet Options... -> Privacy.

  2. Verify it is set to Medium, the default setting.

  You can also set this to Medium Low or Low. 

• Why don’t I see the attachment in my notification message?

  Your email program or ISP has removed the attachment for security reasons.  You have probably seen this behavior with other attachments.  See your email program documentation or ISP help for instructions that will allow the attachment to be delivered.

• Why doesn’t anything happen when I click on the attachment?

  Check your Java and browser security settings.  See the other topics in this troubleshooting guide for the correct settings.