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Contents

Guide for Users of Secure Email From Vanguard 1

View Secure Email 1

New Registration 3

Compose a Secure Reply 6

Forgot My Password Reset 9

Password Lockout 10

Session Timeout 11

Logged Out Message 11

Return Receipt Message 11

Frequently Asked Questions 12

Vanguard Secure Email Service (VSES) User Guide Enterprise Security and Fraud | October 20, 2017

Vanguard Secure Email Service (VSES) User Guide

1

Guide for Users of Secure Email from Vanguard

Vanguard uses a third-party software package to send secure emails to contacts outside the company. Read this guide to learn how to register for, view, and reply to secure emails from Vanguard.

View Secure Email

A secure email is received in your inbox that includes the text [Vanguard Secure Email] in the subject line.

When you open the secure email, you should see the image shown at the right.

Click on Click here. Open the attachment (SecureMessageAtt.html) to view the secure email.


2

Note: If you have not previously registered for the service, you will be prompted to register. See the next section (New Registration).

If you are already registered, you will be prompted to log in to read your secure message. Once you enter your password, click Continue.


3

If you are already registered for the service, the email should now be displayed.

New Registration When logging into the secure email service for the first time, you must register to use it.

Registration requires the following:

• Email address (prepopulated). • First name. • Last name. • Password. • Password confirmation. • Password reset question. • Password reset answer.

Enter your first name and last name in the boxes provided.


4

Enter a password and retype it in the box marked Confirm Password.

Note: Your password must be at least eight characters long and include at least one number.

Select a password reset question from the dropdown list.

Enter your answer to the password reset question.

Click Continue.


5

Once you are registered, you will be prompted to log in to view the secure message.

Your email address is prepopulated. Enter your password.

Click Continue.

Once your information is authenticated, you will be able to view the secure message.


6

Compose a Secure Reply Secure emails can only be replied to within the vanguard.com domain and the recipient’s email domain. To reply to a secure email, you can use Reply or Reply All. The Reply button allows you to respond just to the person who sent you the secure email. The Reply All button allows you to send an email back to all the people to whom the original secure email was distributed.


7

Write your email text in the space provided.

Note: When you respond to a secure email, the Send me a copy box is not checked by default. If you check this box, a copy of your secure response will be sent to your inbox. It will be sent using your own email address, so if your company blocks email from internal addresses coming from outside, you will not receive the copy of your email.

Use Attach a file to attach a document or documents within your response email.

Use Add to attach the document or documents. The attachment cannot be more than 18 MB in size. If you try to attach a document or documents larger than 18 MB, you will receive the message shown at the right, and the document or documents will not attach.


8

Click Send to send your email.

Note: If you click Cancel, you will be returned to the secure email you received.

When you send your email, you will receive a pop-up Message Sent confirmation.

Click Return to Message or Logout.

Note: If you click Return to Message, you will be returned to the email you sent. If you click Logout, you will receive a Logged Out message.


9

Forgot My Password Reset Click Forgot Password to reset your password. When your password reset question appears, enter your answer.

Click Continue.

Note: If you click Cancel, you will be returned to the login screen.

Enter a new password in the New password box and retype it in the Confirm password box.


10

Note: Your password must be at least eight characters long and include at least one number.

Click Continue in the lower right corner.

Password Lockout

If you make three invalid login attempts, your account will be disabled for five minutes. If you do not remember your password or your reset question and answer, please contact your business point of contact at Vanguard. If you have any questions, please send an email to [email protected].


11

Session Timeout If the service remains idle for 15 minutes, you will need to reenter your user information on the Login screen.

Logged Out Message

When you have logged out of the secure email service, you will see a Logged Out message.

Return Receipt Message

When you send a secure email and it is decrypted the first time, a return receipt will be sent to you from [email protected].

mailto:[email protected].


12

Frequently Asked Questions See the answers below to these questions you may have about the Vanguard Secure Email Service (VSES).

• Why am I not receiving Vanguard secure email messages? • I forgot my VSES password. What if I can’t remember the answer to my secret question?

• Can I receive Vanguard secure Email messages at all my email addresses?

• Do I have to enter the user name and password each time I open an attachment?

• I cannot access Vanguard’s secure email server. What should I do?

• Does Vanguard outsource its secure email service?

• Will I need to install software on my PC to read secure emails?

• What browsers support reading Vanguard secure emails?

• What email systems can receive secure emails?

• When I use Microsoft Outlook, why can’t I read secure emails from Vanguard?

• What should I do if I get a zip file with folders and an .xml document when I open VSES

attachments with Microsoft Office 2007/2010? • Why am I not receiving copies of my responses to my secure emails?

• After an email has been decrypted, can the attachment be saved?

• What if the secure email is sent to a group or mail-in database?

• Can I read my Vanguard secure emails on a mobile device?

• My email system will not allow me to open the secure attachment. What can I do?

• Can I forward a secure email I receive from Vanguard?


13

Why am I not receiving Vanguard secure email messages? Check your spam folder to make sure the emails are not being stopped as spam. The original email comes from the sender’s vanguard.com address. If the messages are not in your spam folder, contact your email administrator to check whether encrypted attachments are being stopped by your email server.

I forgot my VSES password. What if I can’t remember the answer to my secret question? There are two methods to reset your password. The first is to select an encrypted email, and on the Login screen, click Forgot Password. You will be prompted to answer a security question. If you successfully answer it, you will be prompted to enter a new password. If you do not successfully answer it, please contact your business point of contact at Vanguard and ask them to contact Information Security to reset the account or email [email protected], and we will delete your account so you can reregister.

Can I receive Vanguard secure email messages at all my email addresses? Yes, but each email address must be registered separately with the Vanguard Secure Email Service.

Do I have to enter the username and password each time I open an attachment? No, unless more than 15 minutes has lapsed since you last logged in to read a secure email.

I cannot access Vanguard’s secure email server. What should I do? Contact your technical support group to get an exception for the server’s address: secureemail.vanguard.com.

Does Vanguard outsource its secure email service? No, Vanguard uses an in-house software product that allows crew and contractors to send secure Email to external contacts. Although it is third-party software, all encrypted emails are processed on Vanguard’s email servers. The messages are encrypted and sent to the recipient, then decrypted once the recipient’s user information is authenticated and the recipient opens the secure attachment.

Will I need to install software on my PC to read secure emails? No. You need only internet access and JavaScript to view them.

What browsers support reading Vanguard secure emails? The vendor regularly tests the latest versions of Internet Explorer, Chrome, Safari, and Firefox to ensure functionality. The current version of most browsers should work with this system.

What email systems can receive secure emails? Most email systems should be able to open secure emails. Some problems have been identified with Exchange Servers and Microsoft Outlook (see the specific issues noted below). The only known Webmail problems occur when recipients open email in the juno.com domain.

When I use Microsoft Outlook, why can’t I read secure emails from Vanguard? When the temp folder in Outlook grows to more than 99 files, the program will not allow new files to be opened. This affects the opening of the SecureMessageAtt.html file from Vanguard. To fix this issue, you must delete the old temp files. See this link for file locations pertaining to your version of Outlook: http://support.microsoft.com/kb/817878/en-us.

http://support.microsoft.com/kb/817878/en-us


VSESG_032013 17

What should I do if I get a zip file with folders and an .xml document when I open VSES attachments with Microsoft Office 2007/2010? Office 2007/2010 uses the .zip and .xml formats to compress files. Instead of opening your attachments from within the Vanguard Secure Email Service, save them to your hard disk and open them from there. You must have Office 2007/2010 or a Microsoft file converter to read newer versions of Office. If you don’t, ask the person sending the attachments from Vanguard to save them in an older version of Office.

Why am I not receiving copies of my responses to my secure emails? When you respond to a secure email, the Send me a copy box is not checked by default. When the box is checked, a copy of your secure response is sent from Vanguard’s secure email server to you using your email address as both the sender and the recipient. Some companies do not allow inbound email from the internet that uses the internal email address as the sender. Contact your email administrator if copies of secure emails you send are not received.

After an email has been decrypted, can the attachment be saved? Yes. After the email has been decrypted and opened, the attachment can be opened using the suitable application (for example, Microsoft Word or Excel). The file can then be saved to a local drive for later use. Please note that the saved file will not be encrypted.

What if the secure emails are sent to a group or mail-in database? Your company needs to establish a process to handle secure emails from Vanguard so that the first person reading the emails registers to represent the company.

Can I read my Vanguard secure email messages on a mobile device? If you try to read a Vanguard secure message on your mobile device, you must use the URL, not the attachment, to authenticate your user information. After you authenticate your information, you will be able to read the secure message.

My email system will not allow me to open the secure attachment. What can I do? We have learned that some clients are using GFI MailSecurity for Exchange and Outlook; its “HTML Sanitizer” function removes HTML scripting from email attachments. This essentially removes the ability of our secure attachment to run and allow you to log in. To get around this issue, you can use the link in the secure email. If you use the link to read a secure message, you will connect to the server directly and then be asked to authenticate your information. After you do so, you will be able to read the secure message.

Can I forward a secure email I receive from Vanguard? You may forward a secure email you received only to someone in Vanguard’s domain or your email domain who was not in the To: or Cc: lines of the email.

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