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Secure Email for Professional Helpers and their Clients 2048 bit
end-to-end
encryption

Technical Support & Help (FAQ)

Answers to commonly asked questions about PrivacEmailTM.

Topic

Specific Question or Problem

Setting up
Logging in
Security
Use of the system
Features
Problem still not resolved?
  1. First, try upgrading to the latest version of Internet Explorer. Click here for instructions.
  2. If you use latest version of Internet Explorer already (or even if you use an older version), try restoring your browser defaults. Click here for instructions.
  3. You can also visit the more in-depth technical information on the Hush Communications web site. (Hush Communications is the company that powers PrivacEmail).
  4. If you still can't solve your technical problem, click here.


Enabling JavaScript & Java for compatibility

In order to use PrivacEmail, you will need to enable JavaScript in your Web-browser. To make sure it is enabled, follow these steps.

Netscape Users:

  1. Pull down the "Edit" menu
  2. Select "Preferences"
  3. On the "Preferences" screen, select "Advanced"
  4. Check the box labeled "Enable JavaScript"

Internet Explorer Users:

  1. Pull down the "Tools" menu
  2. Select "Internet Options"
  3. Select the "Security" tab
  4. Select "Internet"
  5. Change "Security level for this zone" to "Default Level"
  6. Move the slider to "Medium"

If you are not comfortable with this level of security, you can custom edit your security preferences by selecting "Custom". However, you may need to experiment to avoid disabling features of PrivacEmail.

Enabling Java

PrivacEmail is a Java™ based application. You will need to enable Java™ on your browser. Java™ is enabled by default unless you have changed your browser settings.

NB: If you are using Internet Explorer it may be useful to download the latest Java Virtual Machine - http://www.microsoft.com/java/vm/dl_vm40.htm

How do I enable Java?

Netscape Users:

  1. Pull down the "Edit" menu
  2. Select "Preferences"
  3. On the "Preferences" screen, select "Advanced"
  4. Check the box labeled "Enable Java"

Internet Explorer Users:

  1. Pull down the "Tools" menu
  2. Select "Internet Options"
  3. Select "Advanced"
  4. Scroll down to the "Java VM" section
  5. Check the box that says, "JIT compiler for virtual machine enabled"

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Enabling temporary Internet files

In Internet Explorer:

  1. Pull down the "Tools" menu
  2. Select "Internet Options"
  3. In the Temporary Internet files section, Select "Settings"
  4. Under "Check for newer versions of stored pages" make sure that "Never" is NOT checked. Any setting other than "Never" should work.

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My sign-up didn't work correctly.

First, please make sure you have the appropriate system requirements and settings:

If you have done all these things and are still having trouble, please contact the professional with whom you hope to use PrivacEmail to communicate securely. If you are still not resolving the issue, you can call PrivacEmail technical support at 1-888-437-2794 (Canada and USA) or 1-604-984-2393 (international). A $1/minute fee will apply when telephone technical support is given. (Additional charges may apply for long distance.)

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I can't get into my Email inbox.

First, please make sure you have the appropriate system requirements and settings:

If you have the correct system and settings, perhaps you did not wait long enough for the Hush encryption engine to load.

When you click "Check my Email" and "Continue," there is a "behind the scenes" download of the Hush encryption engine (a large Java applet). This process could take several minutes before you will see the "Enter your passphrase" field. If you are running 56k modem or slower, don't conclude that the process is not working until at least 3 minutes have passed.

After clicking "Continue," it is normal to see a blank blue screen. After several minutes you will be prompted for your passphrase. After you access your email once, accessing it again (during the same sitting) is much quicker because the encryption engine is resident on your computer.

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I receive JavaScript errors or other unusual errors when I try to "Check my Email". What should I do?

This may reveal a need to clear your browser's cache (temporary files).

You should clear out temporary files associated with PrivacEmail to ensure that you have all of the most recent updates. This is the most common "quick fix" for any issues you might have with PrivacEmail.

Close your browser after all procedures described here. Be sure that every browser instance is closed before restarting.

For Microsoft's Internet ExplorerTM:

To clear temporary files:

  1. Pull down the "Tools" menu.
  2. Select "Internet Options".
  3. In the section entitled "Temporary Internet Files", click "Delete".
  4. When prompted choose check the box that says "Delete all offline content".
  5. Click "Yes" to delete temporary files.

To clear cached Java applets:

  1. Pull down the "Tools" menu.
  2. Select "Internet Options".
  3. In the section entitled "Temporary Internet Files", click "Settings".
  4. Click "View Object".
  5. If you see an object entitled "Hush Encryption Engine" right click on it and select "Delete".
  6. Other objects in this directory may interfere with PrivacEmail, so if you are unsure of any of them, it’s okay to delete them. If they are needed, they will automatically be downloaded again.

For NetscapeTM:

Reload the page by pressing Shift and clicking Reload at the same time.

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Internet Explorer is asking me security questions. What should I reply?

Internet Explorer often behaves strangely if security settings are not set to the default level of "Medium". Instructions for resetting your security settings to the default level are described in the section on "JavaScript". Depending on how the security settings in Microsoft's Internet Explorer™ are configured, PrivacEmail users may be prompted to answer a few security questions.

Answer, "Yes" when asked the following questions. Answering, "No" to these questions will result in functionality problems.

  • "Scripts are usually safe. Do you want to allow scripts to run?"

Click "Yes"

  • "Do you want to allow scripts to access Java applets?"

Click "Yes"

A bug in Microsoft's Internet Explorer™ prompts the following dialogue boxes.

The bug causes Internet Explorer™ to think PrivacEmail's Java applet is an Active X control. PrivacEmail does not use ActiveX controls.

  • "A script is accessing some software (an ActiveX control) on this page which has been marked safe for scripting. Do you want to allow this?"

Click "Yes"

  • "A script is accessing some software (an ActiveX control) on this page which has been marked safe for scripting. Do you want to allow this?"

Click "Yes"

Internet Explorer also occasionally raises the following error without reason.

  • "This page contains both secure and non-secure items. Do you want to display the non-secure items."

Click "Yes" – It will NOT compromise your security.

Customized security settings may cause other issues. If are having difficulties, it’s always a good idea to try setting your security level to "Medium".

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My browser says I have an expired Thawte certificate. How do I renew it?

Some PrivacEmail users have older browsers and, when the certificates they contain expire, users must follow the procedure to renew the certificates. To install a new ThawteTM Certificate onto a Web browser.

Close your browser after all procedures described here. Be sure that every browser instance is closed before restarting.

For NetscapeTM:

  1. In some cases, if you are using Netscape, you must remove your old certificate before installing the new, up-to-date certificate. To do this:
  2. Go to Communicator -> Tools -> Security Info.
  3. Click on "signers" under "certificates".
  4. Select "Thawte Server CA".
  5. Click delete.
  6. Access http://www.thawte.com/serverbasic.crt
  7. Continue through the installation dialog.
  8. For the name of the certificate, enter "Thawte Server CA".

For Microsoft's Internet ExplorerTM:

  1. Access http://www.thawte.com/serverbasic.crt
  2. When prompted, choose to open the file from its current location.
  3. When the certificate information box appears, choose to "install" the certificate.
  4. For the name of the certificate, enter "Thawte Server CA".

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Does PrivacEmail.com and/or its partner Hush Communications have a "back door" that can be accessed by authorities?

No. All PrivacEmail messages, including attachments, that are sent between PrivacEmail.com users are completely encrypted by default. There are no "back doors."

Note: You can send unencrypted messages by de-selecting the "Send securely" checkbox in your PrivacEmail account. Also, messages sent to non-secure e-mail addresses are not encrypted.

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What if I forget my passphrase?

-- Don't lose your passphrase! --

For security reasons, the PrivacEmail system does not allow access to your password phrase (even to employees), therefore, we cannot help you if you misplace or forget your passphrase. However, we recommend that you make your login password the same as your PrivacEmail access passphrase so that you can retrieve your password.

If you want ultimate security, your login password can be different from your PrivacEmail access passphrase. If you want the two to be different, be sure to WRITE DOWN your passphrase and store it in a safe place, preferably away from your computer.

If you have definitely lost your password, please use regular email to contact techsupport@privacemail.com.

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Why was my message sent insecurely?

If this happens, it usually occurs as follows: When you click SEND, you see a prompt saying, "The message will not be encrypted. Send anyway?

First of all, be careful to make an appropriate decision! If the message contains confidential information, DO NOT SEND IT!

There are three possible reasons for the "message not encrypted" issue:

  1. You may have de-selected the check box marked "Send securely." Make sure this box is checked when you want to send encrypted messages.
  2. You may have addressed your message to one or more insecure e-mail addresses. If any email addresses you write in the To, Cc, or Bcc fields are non-secure e-mail addresses, the message will be sent non-securely to all addresses.
  3. The system may have encountered a communications error. If this is the case, there will be a warning message that displays in the bottom border of the text window that states, "There has been a communications error."

In order to send the message securely, you will need to do the following:

Select and copy the message --

  • Click your mouse into the text area at the very beginning of your message.
  • Use the scroll bar to scroll down to the bottom of your message.
  • While holding down the Shift key, click your mouse at the very end of your message. This will select the entire message.
  • Use Ctrl+C (hold down the Ctrl key while also pressing the C key) to copy the message.

Paste the message into a word processor --

  • Open your word processing software (Word, WordPerfect, etc.)
  • Use Ctrl+V to paste your message into the word processor.
  • Go back to your PrivacEmail window (Alt+Tab or click the icon in your taskbar).

Exit PrivacEmail and log in again --

  • Click your mouse on the Quit button.
  • Login to PrivacEmail again, and enter your passphrase

Paste the message back into PrivacEmail --

  • Click your mouse in the text area of the Compose window.
  • Use Ctrl+V to paste your message.
  • (If the message does not appear in the PrivacEmail text area, go back to your word processor, use Ctrl+A and Ctrl+C, return to PrivacEmail, and use Ctrl+V to paste your message into the text area.)

Send your encrypted message --

  • Type your recipient's ___@privacemail.com address in the To field.
  • Click the SEND button.

Finally, close your word processor without saving the file.

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My screen freezes or goes blank. Now what?

If you're using Netscape and the screen freezes or changes colors and freezes after you've entered your passphrase, try hitting the "Shift" button on your keyboard while simultaneously clicking on the "Reload" button found on the menu bar of your browser. Netscape may be trying to load a cached or old version of the site.

If you are using Microsoft's Internet Explorer, this recommendation will not work. If your screen freezes or changes color and freezes, close the browser and re-enter your username and passphrase.

You may also want to ensure that you have both Java and JavaScript enabled, as well as (on Internet Explorer) having the Java Virtual Machine enabled. See Enabling JavaScript & Java for compatibility above for further details.

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How is PrivacEmail.com different from Hotmail or Yahoo?

We offer fully encrypted, easy-to-use, Web-based email service.

  • No other service provides END-TO-END security.
  • No other service is as EASY-TO-USE.
  • No other service transparently exchanges PUBLIC AND PRIVATE KEYS.

This service is different from the larger Web-based email providers in one critically important way: We offer complete privacy and security, while HotmailTM and YahooTM do not. Our secure system allows PrivacEmail.com users to communicate between each other with the security of bulletproof 2,048-bit encryption.

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Does PrivacEmail.com have a spell checker?

No. This is because of the way PrivacEmail encrypts:

When you click "Check my Email" and then click "Continue", a java applet (a small program) is downloaded in the background and sits on your hard drive. That java applet is responsible for encrypting and decrypting messages, and both processes (encryption and decryption) take place on your local computer so that messages don't leave your computer unless they are encrypted. (Unless you uncheck the "Encrypt Message" checkbox.)

The java applet is small so that the background download is fast so that older computers and slow connections (e.g. some rural areas) can use the system. If the java applet contained a spell check, it would take much longer to download because you'd have to download a whole dictionary every time you access your email.

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Can I format the text with colour and different fonts?

If you want to use colours, font sizes and other kinds of formatting, use a word processor (or another text formatting software) and attach the file. You cannot format the text that is in the body of a PrivacEmail message.

Warning: For security reasons, we strongly recommend you save attachments to an external drive. Click here for details.

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I would like to install the latest version of Internet Explorer. What’s the easiest way to do it?

Downloading the latest version of Internet Explorer is one of the most certain ways of resolving any problems you might have with PrivacEmail. Internet Explorer 6 is known to cause the least support problems out of all available browsers.

To update your Internet Explorer:

  1. Click on your "Start" menu and Select "Windows Update". (Or use your browser to go to http://windowsupdate.microsoft.com/.)
  2. Select "Product Updates" on the web page that appears.
  3. Choose to download and install "Internet Explorer 6".
  4. Other objects in this directory may interfere with PrivacEmail, so if you are unsure of any of them, it’s okay to delete them. If they are needed, they will automatically be downloaded again.

Close your browser after the procedures described here. Be sure that every browser instance is closed before restarting.

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I am still getting errors when using Internet Explorer. What else can I try?

In Internet Explorer, you will have the fewest problems if your Advanced Options are set to their default settings. If you are having difficulties, restoring default settings may resolve them.

  • To restore default Advanced Options
    •
    1. Pull down the "Tools" menu.
    2. Select "Internet Options".
    3. Select "Advanced Options".
    4. Click "Restore Defaults".

    Close your browser after all procedures described here. Be sure that every browser instance is closed before restarting.

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    If you need further technical support, please contact your online counsellor.

    If you do not have an online counsellor, send a description of your technical problem by regular e-mail to techsupport@privacemail.com.

     

     

     

    This page was last updated September 09, 2010.