ZIXCORP // FAQ's

What is Secure Messaging?

Secure Messaging is the automatic process of:
Identifying outbound email messages that match encryption policies.
Encrypting the email messages.
Sending encrypted messages

What should I do if I can't read the encrypted email message sent to me?

If you receive an error message when you try to read the message, you will see a link to report that you cannot read it. Review the requirements below and make sure that you have the correct version of the software and that your Internet browser settings are correct. If you still have problems, contact the sending organization using the information in the original message you received.

What Internet browsers are supported/recommended to use ZixDirect?

Internet Browser Versions: Microsoft® Internet Explorer® 6.0 or 7 Mozilla® Firefox® 2.0 or higher Internet Browser Security Setting: Internet Explorer – Set Internet Security and default Privacy Security settings to medium or low Firefox – Enable both Java and JavaScript Java Version: Java version of 1.4.2. or higher

How do I update my browser version for use with ZixDirect?

Internet Explorer – To download the newest version of Internet Explorer, go to http://www.microsoft.com/downloads then search for the Internet Explorer download. Follow the instructions to download the update.

Firefox – To download the newest version of Firefox, go to http://www.mozilla.com/firefox and click the Download Firefox link at the top of the page, then follow the instructions

How do I update my Java version for use with ZixDirect?

Go to http://www.java.com and click 'Download Now' at the top of the page, then follow the instructions to download the latest version of the JRE.

What are the recommended Internet browser settings to use ZixDirect?

To open your secure email messages, enable the Secure Sockets Layer (SSL) 2.0 and 3.0 options in your Internet browser. Set these by doing the following:

To set the Internet browser settings for Internet Explorer
Select Tools > Internet Options. Select the Advanced tab. Scroll down to Use SSL 2.0 and Use SSL 3.0 and select them. Click Ok.

To set the Internet browser settings for Firefox
Select Tools > Options. Select the Advanced panel. Select Enable SSL version 2.0 and Enable SSL version 3.0. Click Ok.

How do I change my Internet browser security settings to match the suggested settings for using ZixDirect?

Internet Explorer:
To change Security settings: Go to Tools > Internet Options then select the Security tab. On this tab, select the Internet icon then set the slider to Medium or below.
To change Privacy settings: Go to Tools > Internet Options then select the Privacy tab. On this tab, set the slider to Medium or below.

Firefox:
To enable Java and JavaScript in Firefox, go to Tools > Options then select Contents. On this tab, select the Java and JavaScript check boxes to enable them.

When I open my ZixDirect message, I get a Certificate Error. How do I accept the certificate?

Using Internet Explorer 7 or Higher
From your ZixDirect notification message, double click the securemessage.html attachment. A Certificate Error displays in the Address bar.
Click Continue to this website.
Click on the Microsoft Internet Explorer address bar.
Click <View Certificate>.
On the "Certificate" screen, click <Install Certificate>.
Follow the Certificate Import Wizard using the default entries to finish installing this certificate.
Once the certificate is installed, click <OK> to exit the "Certificate" screen.
If needed, click <Yes> to proceed on the Security Alert. The ZixDirect login screen displays.

Using an Older version of Internet Explorer
From your ZixDirect notification message, double click the securemessage.html attachment.
Click <View Certificate>.
On the "Certificate" screen, click <Install Certificate>.
Follow the Certificate Import Wizard using the default entries to finish installing this certificate.
Once the certificate is installed, click <OK> to exit the "Certificate" screen.
If needed, click <Yes> to proceed on the Security Alert.
The ZixDirect login screen displays.

Using Mozilla Firefox 2.0
From your ZixDirect notification message, double click the securemessage.html attachment.
Select Accept this certificate permanently.
Click <OK>. The ZixDirect login screen displays.

Why can't I save large file attachments to my computer?

You may have an older version of Java that makes saving file attachments slow when using Internet Explorer 7 or Firefox 2.0 or above. ZixCorp recommends that you upgrade your version of Java to the latest release available. To update your version of Java: Go to HYPERLINK "http://www.java.com" http://www.java.com and click Download Now at the top of the page, then follow the instructions to download the latest version of the JRE.

Why can't I read my attachments?

One of two problems may exist with your Java Runtime Environment (JRE) installation. You do not have version 1.4.2 or higher of the JRE installed on your computer. To update your version of Java: Go to HYPERLINK "http://www.java.com" http://www.java.com and click Download Now at the top of the page, then follow the instructions to download the latest version of the JRE. You have more than one version of Java installed on your computer. If you are sure you do not use the older version of the JRE, uninstall it. If you must keep the older version of the JRE to run specific applications, install a second copy of the JRE, version 5.0 or higher. To do so, go to http://www.java.com and click Download Now at the top of the page, then follow the instructions. If none of the items above allow you to read attachments using ZixMail, contact the organization that sent you the email and have them contact ZixCorp Support by email at support@zixcorp.com.

What does the “The Java Runtime Environment cannot be loaded from <\bin\server\jvm.dll>” error mean?

This error may be an indication that you have an older version of Java. First, try downloading the latest version of Java. If you continue to have issues, contact the organization that sent you the email or your internal Support Department and have them contact ZixCorp Support by email at support@zixcorp.com or by phone at (888) 576-4949.