Cisco Secure Email Messages

Instructions and Troubleshooting Guide

AIS Healthcare utilizes the Cisco Registered Envelope Service (CRES) which is a secure email system that allows users to send and receive encrypted messages, ensuring the privacy and security of sensitive information. This step-by-step guide will help you understand how to receive and manage emails via CRES.

Check your inbox

  1. Open your preferred email client or webmail service.
  2. Locate the email from the sender who used CRES to encrypt the message. The subject line will include “[EN:]”.

Open the secure email

  1. Open the email and find the attachment, which is usually named “Securedoc.html” or something similar.
  2. Download the attachment to your computer.
  3. Navigate to the downloaded file and open the “Securedoc_xxxxxx.html” file using a web browser.

Register or sign in to CRES

  1. If you are a first-time CRES user, you will need to register. Click on the “Register” button and follow the instructions to create an account.
  2. If you already have a CRES account, enter your username and password.

Verify your identity (first-time users)

  1. First-time users will receive a verification email from CRES. Open the verification email and click on the provided link.
  2. This will lead you to the CRES website, where you will be prompted to create a password for your new account.
  3. After setting your password, you can return to the “Securedoc_xxxxxx.html” file and sign in with your newly created account.
  4. If you receive any errors attempting to open the secure message or are opening this message on a mobile device or web email client, forward this message to mobile@res.cisco.com to receive a login URL.

Read the encrypted email

  1. After signing in to CRES, the decrypted email message will be displayed in your browser.
  2. You can now read the email message and view any attachments.

Manage the secure email

  1. To reply securely to the email, click the “Reply” or “Reply All” button within the decrypted email view. This will create a secure reply message within the CRES system.
  2. Compose your message and add any necessary attachments.
  3. Click the “Send” button to securely send your reply.

Log out of CRES

  1. When you have finished reading and managing the secure email, remember to log out of CRES. Click on the “Logout” button in the top-right corner of the screen.

If all else fails, forward the original CRES email you received to mobile@res.cisco.com. You will receive a reply with a link that points directly to the secure email you received.

Troubleshooting Tips for Opening CRES Emails

If you have received a CRES email and are experiencing difficulties opening it, follow these troubleshooting tips to resolve the issue.

Tip 1: Check your email client

  1. Ensure that your email client or webmail service allows downloading of attachments. Some email clients may block certain file types or require additional permissions to download attachments.

Tip 2: Update your web browser

  1. Make sure your web browser is up to date. An outdated web browser may have compatibility issues with the CRES system. Update to the latest version if necessary.
  2. Clear your browser cache and cookies, as they might cause issues when trying to open the “Securedoc_xxxxxx.html” file.

Tip 3: Disable browser extensions

  1. Some browser extensions, such as ad-blockers or script-blockers, may interfere with the proper functioning of the CRES system. Disable these extensions temporarily and try opening the “Securedoc_xxxxxx.html” file again.

Tip 4: Try a different web browser

  1. If you still cannot open the “Securedoc_xxxxxx.html” file, try using a different web browser. Some popular alternatives are Google Chrome, Mozilla Firefox, Microsoft Edge, and Apple Safari.

Tip 5: Verify the “Securedoc_xxxxxx.html” file

  1. Ensure that the “Securedoc_xxxxxx.html” file is not corrupted or damaged. If the file size is unusually small or if the file does not open correctly in the browser, contact the sender and request a new encrypted email.

Tip 6: Check your internet connection

  1. A stable internet connection is required to access the CRES system and decrypt the email. Make sure you have a reliable connection and try again.

Tip 7: Password reset

  1. If you are unable to log in to your CRES account, use the “Forgot Password” link on the CRES login page to reset your password. Follow the instructions provided in the password reset email.

Tip 8: Contact sender

  1. If you continue to experience issues opening a CRES email, contact the sender for further assistance.

Tip 9: Forward email

  1. If all else fails, forward the original CRES email you received to mobile@res.cisco.com.  You will receive a reply with a link that points directly to the secure email you received.