Secure Messaging: Troubleshooting Log In Issues

Document created by user.oxriBaJeN4 Employee on Sep 7, 2015Last modified by user.oxriBaJeN4 Employee on Mar 23, 2018
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This guide provides help for users having problems logging on to the Secure Messaging Portal. For example, the following message is displayed:

 

"Invalid username, password or permissions. Please check you are using the correct URL."

 

This error applies to internal or external recipients receiving a secure message from a Mimecast customer.

 

Common Solutions

 

If you're having issues logging on, try the following:

  • Check the correct URL is being used.
  • Ensure recipients use the link in the Secure Messaging Notification. External recipients can only access the portal with this link.
  • Check that a Supported Browser is being used.
  • Check the correct primary SMTP address is entered.
  • Check the user's password. If it's incorrect, follow these steps in the "Resetting a Password" section.
Secure Messaging Portal access is for the sole use of the intended recipient. Log on details must not be shared with other users.

Resetting a Password

 

To set a password:

  1. Click Forgot Your Password on the log on page.
  2. A message containing a temporary password is sent to the email address used to log on.
  3. Enter the temporary password into the log on dialog.
  4. After you've logged on, change the temporary password.

 

Ongoing Issues

 

If you're still experiencing issues after checking the solutions listed above, it's time to escalate. Who you contact depends on whether you're a Mimecast customer or a recipient of a Secure Message:

  • Mimecast customers should contact their Administrator.
  • External recipients of a Secure Message should contact the sender.

When escalating, have the following information to hand:

  • The date and time of the logon attempt on the device used to access the Secure Messaging Portal.
  • The URL used to access the Secure Messaging Portal.
  • Your web browser information and version.
  • The email address used to log in.
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