Frequently Asked Questions
1-877 IT-Armor
| Why do I have to register? | Every PostX Envelope is password protected. When you register, you create the password used to open all PostX Envelopes sent to you. |
| How do I change my password or recovery my password? |
To change your password,
access our Password Maintenance Page. Log in with your current Email
address and password. You’ll be prompted you to enter your old password,
then your new password twice, once to enter it then again to confirm it.
Your new password will take effect immediately, and will be used open
any new or pre-existing PostX Envelope. To recover a lost password, click Forgot Password? on the password maintenance page. You’ll need to enter your email address, then answer the question you selected when you enrolled for your first message. If you cannot remember the answer to this question, you may contact Pervasive Solutions (1-877-IT-ARMOR) Help desk during normal business hours. Click HERE to access our password maintenance page. |
| Why can't I open my PostX Envelope? | If you’re having trouble opening your PostX Envelope, try clicking the Open Online link on the lower right corner of the Envelope. Open Online securely sends your message back to the server for decryption and can avoid problems due to browser settings or email system restrictions. However, Open Online requires that you be online and may be slow, particularly on a slow connection. |
| When I try to open the Envelope, it displays the error message 'Incorrect password. Please try again.' | This error is usually encountered because the password you have entered does not match the current password for your account. (Note: PxMail passwords are case sensitive.) If you have forgotten your password, please use the Forgot Password link on the envelope. |
| An alert pops up with the error message 'This envelope has been locked. Please contact support for more information.' when I try to open the Envelope. |
When ten incorrect password attempts have been made for a PostX Envelope, it is locked to prevent unauthorized access. To unlock the Envelope, call Pervasive Solutions at 1-888-IT-ARMOR. |
| When I try to use the 'Open Online' method of opening the Envelope the browser displays a '404' error. | This error usually occurs because the browser does not have cookies enabled. Please turn on cookies for your browser and retry. For more information on enabling cookies for your browser please see 'How do I enable cookies in my browser?'. |
|
When the Envelope is
displayed in the browser I see the following message at the top of the
browser window: Otherwise enter your password and click the Open button when it appears. |
This message is displayed when JavaScript is unavailable to the PostX Envelope. This can be caused by three things: 1. You may get this message if you are using a web-based email system, such as Gmail, Yahoo!, or Outlook Web Access. To open the PostX Envelope from your web-based email system, simply download the attached file to your computer. Then open the downloaded file, enter your password, and click the Open button. Note: If you use Outlook Web Access then this message will be displayed even after you have downloaded the file. Simply enter your password and click the Open button when it appears 2. You may get this message if JavaScript is disabled in the browser used to open the envelope. Please see the section below titled 'How do I enable JavaScript in my browser?' for help on determining whether or not JavaScript is enabled in your browser and how you can enable it if it is disabled. 3. You may get this message if the browser you are using is not supported by PostX. The PostX Envelope is currently certified for use with
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| When I try to open the Envelope, it fails to open and text at the bottom of the envelope appears reading 'Loading PostX Tools…'. |
This error usually occurs because Java is not enabled in your browser. Please see the section 'How do I enable Java in my browser?' for assistance. To open the message without requiring Java availability enter your password and click the Open Online link in the lower right corner of the Envelope. Please see the section 'What is Open Online?' for more information. You may get this message if the browser you are using is not supported by PostX. The PostX Envelope is currently certified for use with:
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| When I try to open the Envelope, it appears to decrypt completely but then fails to open. |
This error usually occurs
when a popup blocker prevents the PostX Envelope from opening a new
browser window to display the contents of the secure message. To correct
this problem, please see the section 'How
do I stop my popup blocker from blocking my PostX Envelopes?'
This problem can also occur if the PostX Envelope has been damaged or tampered with during delivery. To diagnose this please see the section 'Has my PostX Envelope been damaged?' |
| What is Open Online? |
PostX Envelopes are designed to be opened at the
recipient's desktop. Each Envelope contains JavaScript necessary to
authenticate the recipient and decrypt the message contents.
Alternatively, it is possible to securely send the encrypted message to
a PostX server that will decrypt the message and securely send the
decrypted message to your browser. This option is called Open Online,
and it can be done by entering your password and then clicking the Open
Online link located in the lower right corner of the envelope. Open
Online can avoid problems due to browser settings or email system
restrictions. However, Open Online requires that you be online, and may
be slow, particularly on a slow connection. If JavaScript is not enabled in your browser, or if your email system has removed or altered the Envelope's JavaScript, then you will not be able to decrypt your message from your desktop. For this reason, the standard Open button that uses JavaScript is not displayed and is instead replaced by an Open button that uses the Open Online method. By clicking this Open button once it appears you may be able to securely view your message using Open Online. Using a secure Internet protocol, Open Online sends the encrypted message back to the sender's PostX server where it is decrypted and sent securely back to your browser for viewing. |
| How do I enable cookies in my browser? |
Internet Explorer - 1. From the toolbar, open the Tools menu and select Internet Options. 2. Click on the Privacy tab. Make sure that the Privacy Level is set to Medium or lower. If the Privacy Level is set to Custom click on the Default button and then set the Privacy Level to Medium or lower. 3. Click OK and Refresh the page displaying the PostX Envelope.
1. From the toolbar open the Tools menu and select Options. 2. Click on the Privacy button on the left. 3. Click the arrow next to the word Cookies that comes up on the right hand side of the Options screen. This will expand the Cookies section. 4. Click the checkbox labeled 'Allow sites to set cookies'. Set the Keep Cookies field to 'until they expire'. 5. Press OK and Reload the page displaying the PostX Envelope. |
| How do I enable JavaScript in my browser? |
Internet Explorer - 1. From the toolbar open the Tools menu and select Internet Options. 2. Click the Security tab. You can simply change the Security Level to Medium or lower, but to enable JavaScript without changing the rest of your security settings click on the Custom Level button. Find the Scripting section (typically very close to the bottom) and choose the Enable option under Active Scripting. 3. Click OK and Refresh the page displaying the PostX Envelope.
1. From the toolbar open the Tools menu and select Options. 2. Click on the Web Features button on the left. Make sure the checkbox labeled 'Enable JavaScript' is checked. 3. Press OK and Reload the page displaying the PostX Envelope. |
| How do I enable Java in my browser? |
Internet Explorer - 1. From the toolbar open the Tools menu and select Internet Options. 2. Click the Security tab. You can simply change the Security Level to Medium or lower, but to enable Java without changing the rest of your security settings click on the Custom Level button. Find the Scripting section (typically very close to the bottom) and choose the Enable option under Scripting of Java applets. 3. Click on the Advanced tab and scroll about half way down the page that pops up (just past the HTTP 1.1 settings section). If you see a section called "Java (Sun)" make sure the "Use Java" checkbox is checked. If the "Java (Sun)" section does not exist please go here for instructions on downloading and installing Sun Java on your computer. Once Java is installed come back to this menu and ensure that the 'Use Java' checkbox is checked. 4. Click OK and close all Internet Explorer windows. 5. Restart your browser to implement the settings changes.
1. From the toolbar open the Tools menu and select Options. 2. Click on the Web Features button on the left. Make sure the checkbox labeled 'Enable Java' is checked. 3. Press OK and close all Firefox windows. Restart your browser to implement the settings changes. |
| How do I stop my popup blocker from blocking my PostX Envelope? |
Internet Explorer - 1. Enter your password into the envelope and click open. 2. Once it goes through the decryption process a small bar will appear underneath the IE 'Address' bar: 'Pop-up blocked. To see this pop-up or additional options click here...'. 3. Click on this bar and a drop down menu will offer you several options. Click the 'Temporarily Allow Pop-ups' option. 4. Re-enter your password into the envelope and click the open button again. 5. A new browser window will open displaying the contents of your secure message.
1. Enter your password into the PostX Envelope and click open. 2. A small bar will display below the tool bars at the top of the browser saying 'Firefox prevented this site from opening a popup window. Click here for options...'.
3. Click
this bar, and you will be presented with a list of options. Select the
option that says 'Allow popups for
4. Re-enter your password into the envelope and click open. 5. A new browser window will open displaying the contents of your secure message. |
| Has my PostX Envelope been damaged? |
PostX Envelopes may
occasionally be damaged during transit such that they cannot be opened
once they arrive at your inbox. Most frequently, Envelopes are damaged
by the receiving email system, which may remove or modify parts of the
Envelope content. To determine whether or not an Envelope has been
damaged, click the 'Open Online' link on the lower right hand corner of
the envelope. If the Envelope has been damaged, an error page will be
displayed. Although unlikely, it is also possible that an Envelope may have been intentionally damaged by an individual between the time the message was sent and received. Note that even if an individual were to damage the message, the message contents would not be exposed. Envelopes that have been damaged cannot be repaired. Please ask the sender to resend the original message. |