Cryptzone Support

If you wish to submit a support ticket please sign in to your customer portal or use the “submit a ticket” button at the top menu.
If you need to find documentation about our Sheriff Suite please login to the Hive- Click Here




« Go Back


Article Number000001088

Secured eMail offers seamless email encryption simply by clicking on the Send Secured button in Outlook. It works as easy as this: 


Global Communication - no password needed

With Global Communication enabled, users are not prompted for the Shared Secret (in encryption: the symmetric key).



For some reason your users are now being asked for the Shared Secret, even though you have enabled Global Communication:


User-added image



There might be several reasons.

SEP client lost connection?

The most common one is that the SEP-client has lost connection to the SEP-server. Simply re-sync the SEP-client, explained here

SEP-server cannot be reached?

If the SEP-server cannot be reached, please verify firewall settings, that you have the correct ports open and that the SEP-server can be reached from the client machine. If this does not solve the issue you might have a settings problem. 

Go to the SEP-server and make sure that you have configured he following: 

  • Public URL - should be accessible from the Internet.
  • SMTP: Hostname, port, username, password needed for registration, password activation/ reset and Global Communication – replying from web.
  • Exchange: an account Hostname, Username, Password
  • Secured Group 
  • Create and add all users (by drag and drop to the Secured Group) and in the external tab for Secured Group add *@*
  • Templates 
  • Secured Reply, (in SEP MC: configuration/Web/Secured eMail) 
  • Activation Templates (in SEP MC: configuration/Web/Secured eMail)
  • User Activation Template and
  • User Password Reset Template Default Web Reply (in SEP MC/policies/yourcompanypolicy/application settings/secured email)
  • Certificate - a valid and trusted server certificate that matches the assigned domain name (otherwise your users will get certificate warning)


Are SEP-clients allowed to generate shared secrets? 
Please also note that there is a setting in the Management Console for not allowing client generated Shared Secrets. To remove this functionality please go to: 
SEP Management Console: Policies/select your policy/Editor tab/Settings/Secured eMail/Shared Secret and under: Secured eMail Shared Secret Creation tick: Do not allow user or client generated secrets.

User-added image

If you still have issues after verifying these settings, please contact Cryptzone Professional Services team. 



Related File 
Additional Files 



Was this article helpful?



Please tell us how we can make this article more useful.

Characters Remaining: 255