Troubleshooting while accessing protected emails

What you need to know

Have you received a Seclore-protected email?
You can now enjoy a simplified, one-click access experience for opening protected emails online.
The protected email body can be accessed through a link presented as the 'View Email' button.
Clicking on this button will open the email body in the Secure Email viewer, accessible through desktop browsers and the Seclore Mobile App.

Let us now look at the various error scenarios you might encounter while accessing a protected email.

The protected email body is received in the form of a link, displayed as the ‘View Email’ button.
To enhance security measures, System Administrators can set an expiry date for this link.
If the designated timeframe is surpassed, you may see the following error when you click on the ‘View Email’ button:

The protected email is accessible through the attachment even after the ‘View Email’ link has expired.
Download the attachment named ‘Email_xxx.html’ and open it.

Email applications (Outlook) have a size limit for sending emails and attachments.
Similarly, a size limit of 10 MB is configured in the Seclore database for sending Seclore-protected emails and opening them in the browser.
Protecting emails might increase their size, and Outlook has a higher email size limit (25 MB). If a user sends a protected email through the Seclore desktop agent, there is a possibility that the email size is larger than 10 MB.
In such scenarios, you may encounter the following error when you click on the ‘View Email’ button:

In certain cases, errors may occur while accessing protected emails through the ‘View Email’ link for miscellaneous or unknown reasons.
You may see the following error message in such scenarios:

Ensure that you are connected to the internet.
Clear your browser's cache and cookies.
Ensure that your web browser is up-to-date. Also, try using a different browser.
Disable any browser extensions that might interfere with the Secure Email.
If none of the above steps resolve the issue, reach out to your IT support team for further assistance.

The protected email body is received in the form of a link, displayed as the ‘View Email’ button.
However, this button is not present in the email body in the following scenarios: - Global Security Administrator has not enabled the One-click Email Access feature. - Size of the protected email exceeds the limit (10 MB). - Other server issues, such as unreachable storage, etc.
In such scenarios, your protected email will be displayed as follows:

The protected email can be accessed through the attachment when the ‘View Email’ link is not present in the email body.
Download the attachment named ‘Email_xxx.html’ and open it.

Did we miss something? Not to worry! Just email our support team at support@seclore.com