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Why can I not read a CRES-encrypted message?

To read a message encrypted with the Cisco Registered Envelope Service (CRES), download and view the securedoc envelope and enter your CRES password; see How can I read a CRES-encrypted message?
Each message is encrypted for only one email address, and only the password associated with that address will decrypt the message. This address is usually, but not always, the one listed in the “To:” field of the envelope. This can cause confusion, especially if you have received a reply or forward of an encrypted message, or if you have autoforward rules set on your email accounts; see How do my mail forward settings affect CRES-encrypted messages I receive?
If you have problems reading an encrypted message, determine if one of the following is the cause:

• My address does not appear in the “To:” line of the envelope. Try the following if the address listed is not the address of the account that received the message:
  • Click Select a different address. If your address (i.e., the receiving address) is present in the “To:” drop-down menu, select it and then click SUBMIT.
  • If the receiving address is not present in the drop-down menu, it is possible that your account was a Bcc: recipient. Select Address not listed from the menu, type in the correct email address, and then click SUBMIT.
• My address appears in the “To:” field, but this is not the address that received the message. If the “To:” line lists your email address, but attempting to read the message gives the error “This message was not sent to your address”, it is possible that your address in the “To:” line is set to autoforward messages to the receiving address. This can preserve the original “To:” field, which CRES will display on the envelope; however, the message will have been encrypted for the account that ultimately received the message.
  • To decrypt the message, click Select a different address. Select Address not listed from the drop-down menu, type in the address of the receiving account, and then click SUBMIT.

    Note

    This scenario can occur when a faculty or staff member sends a message to a student’s top-level campus address (e.g., username@liu.edu). When CRES has encrypted this message, the securedoc envelope will show “username@liu.edu” in the “To:” line; however, the message will have been encrypted for the student’s LIU email address. Enter the full LIU address (e.g., username@liu.edu), as above, to decrypt these messages.

• There is no securedoc file attached to the message. If there is no attached envelope to the email message, it is likely that the sender replied to or forwarded an encrypted message from within his or her email client, rather than from within CRES. Ask the sender to resend the message from within CRES, if necessary referring to For CRES-encrypted messages, how do replies and forwarding work?

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