Secure Message Center Help

General Information

What is the Secure Message Center?

Secure Message Center is a secure webmail application, hosted by ZixCorp, which allows the recipient of encrypted emails 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.

ZixMessage Test

What Handheld devices are required to use the Secure Message Center?

You must use one of the following:

  • BlackBerry® version 4.2 or higher
  • SmartPhones running Windows® Mobile 5.0 or higher
  • Apple® iPhone® version 3.0 or higher
  • Android ® devices 2.3 or higher

Other handheld devices may be used to view your messages, but are not recommended/supported by ZixCorp.

Note: If extensive customization has been applied to your portal, you may have trouble viewing it on handheld devices.

Are there any special browser settings required to use the Secure Message Center?

To open and reply to messages, the Secure Sockets Layer (SSL/TLS) 1.0 or higher options must be enabled. Cookies must be enabled in your browser privacy settings.  Additionally, JavaScript must be enabled and pop-ups cannot be blocked for the Web address.

If you are continuing to have issues, please attempt to use a different type of supported browser.

How do I enable TLS 1.0 and higher in Internet Explorer?

In order to properly access the Secure Message center, your browser must have TLS 1.0 (or higher) enabled.

To enable these settings in Internet Explorer:

1) Select “Tools” > “Internet Options”.

NOTE:  Depending on your IE settings, the “Tools” menu may be a gear icon in the upper right hand corner.

2) Go to the “Advanced” tab.

3) Scroll down to the “Security” section.

4) Locate and check “Use TLS 1.0”.

If you browser has additional TLS options, such as TLS 1.1 and TLS 1.2, these should also be selected.

5) Then, press the “OK” button.

You may need to close and reopen all open browsers in order for these new settings to take effect.

What privacy or cookie settings are needed for my browser to access the Secure Message Center?

Your browser must allow cookies in order to access the portal.  Below are some instructions to assist you with enabling cookies in your browser.

Microsoft Internet Explorer:
Select Tools -> Internet Options… -> Privacy.
Verify it is set to Medium, the default setting.

Firefox:
Select Tools -> Option
Go to the ‘Privacy’ screen
Ensure ‘Accept Cookies from sites’ is checked

For other browsers and mobile devices, see your Internet browser or device ‘help’ for more information on privacy settings

What Internet browsers are supported/recommended to use the Secure Message Center?

Depending on the ZixPortal you are accessing, you must use one of the following supported web browsers:

  • Microsoft® Internet Explorer® version 9.0 or higher
  • Microsoft® Edge Browser
  • Mozilla® Firefox® version 4.0 or higher
  • Apple® Safari® version 5.0 or higher
  • Google Chrome

NOTE: Features on some portals (such as ZixMessageCenter.com) may require more current browsers.

Other Internet browsers may be used, but are not supported by Zix Corporation.

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. Your username is your email address.  If you have multiple email addresses you will need to use the address that the notification was sent to.

To establish a new account:

From the Secure Message Center login page, select the “New to Secure email? ‘Register’” link to create your account. The Register Account screen that follows requires you type your email address and your new password twice. Click the “Register” button. A confirmation email is sent to the email address you provided. After you receive the confirmation email, please follow the instructions to activate the password.

If you receive an error while trying to establish your new account, please refer to this article:

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

Some browsers and mail clients may not support active links. It’s also possible the link has been modified or is being blocked. If any of these appear 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 had a browser window open, it’s possible the browser did open correctly and is simply behind another open application.

Reading & Replying

Can I save or download my secure message before it expires?

You can download or print any Secure Message and all attachments from the Secure Message Center.  This includes emails in your Sent Mail folder.

To download the message:

  1) Open the message you wish to download.

  2) Expand the ‘More Options’ drop down menu and select ‘Save Message’ to download the message body. 

      Select ‘Save Attachments’ (if available) to download the message body and all attachments as a ZIP file.

Please ensure the information you download is stored in a secure location.

The email I received has expired. How do I get it back?

If the message has expired or has been deleted, there is no way to access it.  Due to the security features of the Secure Message Center, the original sender of the message must re-send it.

When a message expires without being read, an expiration notification email is returned to the sender. The sender has the option to resend the message at that time.

I replied to a Secure Message Center Notification. What happened to the reply I sent?

In order to reply to the sender, you will need to first access the message from within the Secure Message Center. From there, you can reply to the email.

If you reply to the Secure Message Center notification email, the reply is discarded. The original sender is not notified and the reply cannot be recovered.

Can I send large file attachments through the Secure Message Center?

You can attach up to 10 different files with a total size of 15 MB.

Note that the larger the size of the file, the longer it may take to upload and download.

Can I send/receive attachments using a handheld device?

Attachments can be received and downloaded on supported handheld devices, however you may need the appropriate ‘app’ to open the file. Sending attachments from a handheld device is not supported.

I can’t right click to cut/copy/paste in the body of a Secure Message

Using the right click menu to cut/copy in Internet Explorer is not currently available. 

You can use the following keyboard short cuts to perform the same functions:

 CTRL-c = Copy selected text

 CTRL-x = Cut selected text

 CTRL-v = Paste text

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 access the email.

  2. Right click on the attachment file name.

  3. Choose “save target as”.

  4. Choose save (not open) and save the file to your desktop (or other location).

  5. Locate the file and double-click to open.

Login & Password

How do I access my account if I’m locked out?

After three unsuccessful sign in attempts, you will be locked out of your account for 30 minutes.

If you become locked out of your account, you will be sent a notification email message.  The notification will be sent to the email Inbox of the email address you entered, while signing in.  If you have not previously registered, no email will be sent. You must first register your address.

The email sent to you contains information on how to change your password and unlock your account. You can always click the Change your password link on the Sign In page to change your password and unlock your account at any time.

To change your password, please follow the steps in the link below:

How do I change my password?

How do I change my Secure Message Center password?

ZixCorp Support does NOT have the ability to change or reset your password.

The method of changing your password may vary depending on how you access the Secure Message Center. You will be able to change your password from the Sign In page within the portal.

To change your password:

   1. From the Sign In page, locate the password reset link.  Depending on the portal you are accessing, this link may be one of the following:
          A ‘Change your password‘ link
            Or
          A ‘Reset‘ button located at the bottom of the page.
   2. On the Change Password page, enter your Email Address.
   3. Enter a Password that complies with the password rules shown.
   4. Re-enter your new password.
   5. If required, enter a New Password Reminder Phrase that will help you remember your password if you forget it again.
   6. Click Submit/Reset Password.

You will receive a confirmation email in your regular email Inbox with instructions on how to activate your password. You must activate your password within 24 hours of requesting the password change.

To activate your password:

   1. Go to your email Inbox and and locate the password confirmation notification.
   2. To activate or decline your new password, click the link provided in the email.
   3. To activate your password, click the ACTIVATE link.
       The Activation Successful page opens.
   4. Click Continue.
       The Sign In page displays.

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

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

If you continue to have issues, please try another supported browser.

When accessing the Secure Message Center, I receive a 403 forbidden error. How do I resolve this?

Error “403 (Forbidden)” indicates your browser is not configured to support higher SSL encryption options. Please refer to How do I enable TLS 1.0 and higher in Internet Explorer?” to enable these options.

Additionally, ensure you are using a browser that is supported by the Secure Message Center.

How can I prevent my Secure Message Center emails from going to my spam folder on Yahoo?

Occasionally, the Secure Message Center notifications or password resets will be delivered to your Spam folder in Yahoo.

To prevent this, you will need to mark the notification as ‘Not Spam’. Additionally, you can create a filter, so that these emails will be delivered to your Inbox. Below are full details.

To mark the email as ‘Not Spam’, locate the email in your Spam folder and open it. Then, press the ‘Not Spam’ button.

To create a filter:

NOTE: Depending on your Yahoo ‘theme’, these steps may be slightly different.

Log into your Yahoo account via a web browser

From your Inbox, select the ‘Options’ link on the right hand side, then select ‘Mail Options’

NOTE: This depending on your ‘theme’, this may be ‘Settings’, then ‘Mail Options’

Yahoo_OptionsYahoo_Options_2

From the right hand menu, select ‘Filters’

Press the Add filter button

Enter a ‘Filter Name’. This can be anything, such as ‘Secure Message Notifications’

The ‘sender’ value should be set to ‘contains’ and in the ‘sender’ field, enter ‘SecureEmail’

Set the “Folder” to ‘Inbox’

Filter_Yahoo

Then press the Save button.

For password notification messages, repeat the above process to create an additional filter using ‘notification’ for the ‘sender’ field.