Public FAQ Version: 25 Stand:

Transcription

1 Public FAQ Version: 25 Stand:

2 Here you can find FAQs related to SecurePIM, SecurePIM Enterprise and SecurePIM Government. General /Allgemeines /18

3 General On which devices and operating systems can SecurePIM run? SecurePIM is available for ios and Android. SecurePIM runs on Apple iphone from generation 4s and ios 8 as well as Apple ipad from generation 2 and ios 8. On smartphones and tablets with Android operating systems SecurePIM runs from Android version 4.2. Which functions does SecurePIM offer? Depending on your operating system and the SecurePIM version your are using, SecurePIM offers the following functions: ios: Android: SecurePIM: Mail, Contacts, Documents. SecurePIM Enterprise: Mail, Calendar, Contacts, Documents, Tasks, Notes and Browser. SecurePIM Government: Mail, Calendar, Contacts, Documents, Tasks, Notes and Browser. SecurePIM: Mail and Documents SecurePIM Enterprise: Mail, Calendar, Contacts and Documents. How can I get SecurePIM for installation? You have the following options to receive a current SecurePIM version for installation: 1. In Apple's App Store (itunes) for ios, or in the Google Play Store for Android 2. From your company admin 3. From sales partners 4. The Support Center offers certain versions, e.g. for partners or customer-specific versions of the SecurePIM Enterprise App. On how many devices can I install SecurePIM with my licence? You can use one user licence with the same address on up to 5 mobile devices, or as allowed by your administrator with SecurePIM Enterprise. In SecurePIM you can also export your certificate from your mobile device and import it onto your computer(s) or laptop(s) /18

4 Can two different users get their own SecurePIM access on the same device? No, this is not possible at the moment. How do I get information on SecurePIM updates? You get updates automatically if you installed the app directly in the Apple App Store oder Google Play Store and if you selected this option in your device settings. If you got a customer specific app, you receive your updates via the Support Center. In that case, the MAM admins or contact persons are informed by from Virtual Solution. Therefore please make sure to let us know of any contact changes. Which contract terms and notice periods apply to SecurePIM? Contracts concluded via Internet, i.e. in-app purchases in Apple AppStore or Google Play Store, are valid for one year and then expire. You will be notified in time that the contract is about to expire and you will be offered an extension of your contract. Contracts concluded with Virtual Solution directly or with partners are usually valid for one year, too. These contracts are renewed automatically for another year unless they have been terminated within the set time periods. Usually payment is due for one year in advance without deduction. Different agreements may be negotiated between Virtual Solution Sales and the customer, if necessary. Is a SecurePIM contract extended automatically? If the contract had been concluded via the Apple App Store (itunes) or the Google Play Store, the contract automatically expires after one year, but can be renewed. Your are notified that the upcoming contract is about to expire and that you can renew the contract. If a fixed contract period has been agreed upon (SecurePIM Enterprise), the contract is automatically extended for another year, unless it is terminated at least 3 months prior to the end of the contract period. Unless fixed contract periods have been agreed upon the contract can be terminated by both parties with one month's notice to the end of the month without giving any reasons. Which hardware/software components (apart from mail server) are required to be able to operate SecurePIM? SecurePIM: In the most basic constellation you just need an Exchange Server or an account with a provider which supports IMAP. SecurePIM automatically connects to the respective Server /18

5 SecurePIM Enterprise: To control the app configuration and administer the SecurePIM users you need a SecurePIM MAM portal (Mobile Application Management). On the contrary to a MDM solution you exclusively require the MAM portal to administer and to control the SecurePIM App. The MAM portal is offered as hosted service and on-premise licence. I forgot my SecurePIM password or SecurePIM PIN. What can I do? For security reasons we do not offer any options concerning forgotten password or PIN. Please revoke your certificate and get a new one. When you entered an incorrect password or PIN too many times, we suspect a third-party attack on your data is taking place and remotely reset SecurePIM. We do this because we want to protect your data. What can I do if SecurePIM is terminated unexpectedly? Restart the app and enter your password or PIN again. After restarting, a message is displayed. Please tap on "Report" and send a short error report to us. This helps us to find solutions for recurring errors. Where can I find the SecurePIM settings? On ios you can find the SecurePIM settings by tapping the gearwheel icon at the bottom left, on Android in the menu. Why do I get the error message that no stable connection to the server could be established? This error message occurs when the connection to the internet was interrupted or broken while SecurePIM tried to get or transmit information. Please make sure that you are connected to the internet and try again. You may have to restart SecurePIM. Can I use SecurePIM with a Smartcard? You can use SecurePIM Government or Enterprise for ios with a smartcard, but not the general SecurePIM version and not the Android versions. Which MDM solutions can be used to implement SecurePIM? SecurePIM works with ios independently on the Mobile Device Management (MDM) solution applied. The app can be integrated in common MDM solutions. With Android MobileIron, Sophos and 7P can be used /18

6 With Android MobileIron, Sophos and 7P can be used. Are the SecurePIM data also restored when a backup is imported? And remain the data encrypted? Yes, all data including the SecurePIM data are saved and restored in case of a backup. This is no security risk, as the data remain encrypted in SecurePIM. I forgot my transport PIN. What can I do? If you lost your transport PIN, the*p12 file (export of your your private key & certificate) cannot be used any more, because the transport PIN must be entered every time you want to import the *p12 file. Please create a new backup and export your private key & certificate again, defining a new transport PIN. I lost my device, what should I do now? You should revoke your certificate in order to protect your data. Use another device and log into the account which you used to register with SecurePIM. Search for the with the subject "S/MIME certificate SecurePIM" and follow the instructios in the paragraph "If you lost your device or private key". SecurePIM cannot read my smartcard any more, what can I do? It may happen that some smartcards cannot be read any more. If this is the case, try the following options: Remove the Smartcard adapter from the device and restart SecurePIM Stop SecurePIM and restart SecurePIM Restart your device Registration / Registrierung /18

7 Registration I get a message that I have entered an invalid password or PIN. What can I do? Please make sure to use the correct password or PIN. Pay attention to lower and upper capital letters and the correct use of special characters. SecurePIM is locked automatically if you have reached the maximum allowed number of incorrect password or PIN entries. If you use SecurePIM in the general version, your certificate becomes invalid and you need to get a new one issued by SecurePIM. Contact your administrator or Support to get permission to use SecurePIM again. I cannot find a welcome in my inbox. It may take some time until it is delivered into your mailbox. It may have gone into your spam folder or other folders, so you could try to locate it there. The is titled "Welcome to SecurePIM" and the sender is " hello@securepim.com". How do I import user certificates? Recipient certificates (CER and PEM format) are automatically imported when receiving a signed (which was verified successfully). If you selected the function "Share certificate" in SecurePIM (default setting), your certificate is made available to other SecurePIM users who want to send you encrypted s. For the SecurePIM general version, you can import your private key and user certificate in *.p12 format as follows: for Android via your SD card or the internal storage for ios via itunes or open and import it from an attachment. For SecurePIM Enterprise you can import your certificate via the Self-Service MAM portal. Is my certificate usage automatically set? When registering, the default settings are automatically set so that your SecurePIM certificate is used for encryption and signature. You can change these default settings for certificate usage if you want. Note: If the time on your device differs more than 5 minutes from the actual local time, SecurePIM cannot set the certificate usage settings automatically. In that case, please select the settings manually after registration, so that your SecurePIM certificate can be used for encryption and signature. / /18

8 How often and in which intervals does SecurePIM synchronize my s? Your data are synchronized as soon as you log into SecurePIM, and at regular intervals while you are logged into SecurePIM. If you use IMAP, you may receive new s only with a certain time delay. This delay depends on the frequency with which your mail provider checks your inbox for new s. An Exchange server automatically pushes new s. Additionally, you can request a synchronization manually any time: in ios: pull to refresh in Android: tap the update icon at the bottom right in the mail window How many s can I synchronize? SecurePIM can synchronize an unlimited number of s. Large data volumes can just slow down synchronization, for example when you synchronize your s for the first time. But you can open and read the s which have already been synchronized while the synchronization process is still going on. The s might just take a little longer than usual to open. Note: In the SecurePIM ios settings you can deactivate the regular background synchronization and/or select a smaller filter for synchronization (e.g. the latest 100 s). Then less s are synchronized automatically. Are s encrypted automatically when I send them via SecurePIM? s are encrypted by default in SecurePIM (see requirements below). You can change this setting if you like. You can also decide for each separately whether to send it encrypted or not. In ios, select or deselect the Encrypt icon in the SecurePIM to send an encrypted or unencrypted. In Android, select or deselect the checkbox "Encrypt message". Requirements: In order to send encrypted s, you must make sure that the following two requirements are fulfilled: 1. An S/MIME certificate with private key must have been imported to SecurePIM on your device (for SecurePIM Enterprise, see Quick Guide ). SMIME-Import 2. You have the certificate of the recipient to whom you want to send an encrypted . This certificate is imported into SecurePIM when you open a signed sent by this recipient /18

9 Can I get access to all my addresses, also via IMAP /POP3/SMTP? SecurePIM supports Microsoft Exchange ( ) accounts and outlook.com addresses, Gmail accounts or IMAP are also supported. Note that you can get access to one of your addresses with your SecurePIM licence. SecurePIM Enterprise supports exclusively Microsoft Exchange ( ) accounts and outlook. com adresses, but no IMAP. Please check with your company's IT that ActiveSync is activated for your account before you install SecurePIM. Can I create a second account in the SecurePIM container, i.e. get access to several accounts? In SecurePIM for ios and in SecurePIM and SecurePIM Enterprise for Android you can get access to one account only. In SecurePIM Enterprise for ios you can access a maximum of 3 accounts on supported servers. You can add these accounts under Settings > Add account. What are the size limitations in SecurePIM? On Android the following restrictions apply: Sending/receiving unencrypted and/or signed s: up to 20 MB, sending/receiving encrypted s: up to 6,5 MB. On ios there is only a restriction of max. 50 MB for receiving and opening encrypted s. In ios you can define the size up to which an is automatically loaded in the SecurePIM mail settings. Mails exceeding the set size (within the defined limits) are loaded only upon opening them in SecurePIM. In the SecurePIM Enterprise versions, the mentioned values may be further restricted by your company admin or Exchange Admin. In that case the lowest value is the valid restriction for SecurePIM. Can I search on the server for certain older s, which have not yet been uploaded to SecurePIM, and open them in SecurePIM? Yes, you can. In SecurePIM, select the search option "Continue search on server". You get a result list. Open the (s) from the list. On Android, this works only for s on Exchange Servers, but not for providers using IMAP. How do I know whether an has an attachment? The has an attachment if the preview shows a staple icon in the upper right corner /18

10 To open the attachment, open the and tap the staple icon (ios) or open the attachment tab (Android). I cannot send encrypted s to a certain recipient. Why not? If you can send encrypted s in general, but not to a certain recipient, you might not have the certificate of the recipient. You can check in the SecurePIM settings whether you have the respective recipient certificate: Settings > Keys and Certificates > Recipient certificates. To get your partner s certificate, you just have to open a signed sent by him/her. The recipient certificate is then imported into SecurePIM automatically. In SecurePIM, the easiest way to share a certificate is to enable the function "Share certificate" (default setting). The user's public key is then added to the SecurePIM certificate directory, from where it is available to other SecurePIM users who want to send encrypted s to this user. In SecurePIM Enterprise the possibility exists to make the certificates of all employees available, so that you can send encrypted s to your internal colleagues even if you have not yet received signed s from them. Your administrator must have made the respective configurations to allow for this. Which encryption types for s does SecurePIM support? SecurePIM supports the S/MIME. Which mail servers does SecurePIM currently support? SecurePIM Enterprise supports Microsoft Exchange from version 2007 with Active Sync versions and In addition, SecurePIM supports IMAP-enabled accounts. Why are umlauts or special characters in vcard attachments broken? This is a common issue with vcards. When sending an encrypted with an vcard attachment the umlauts did not get replaced by non umlauts characters and in the decryption process the wrong encoding is used. In general, vcards/vcf files might not always show special characters properly when they are opened in another application. A vcard which has been created in a certain programme might even be unreadable in another programme. This is not SecurePIM specific and therefore SecurePIM cannot provide a solution /18

11 Can I synchronize public folders or calendars in SecurePIM Enterprise? SecurePIM Enterprise uses the protocol Exchange ActiveSync to synchronize the content of mail servers. This protocol only supports synchronization of the user's own objects, but not of objects from thirdparty mailboxes or calendars which have been opened for public use. Only Exchange Web Services allows access to public mailboxes or calendars. I don't get notified of new s. Why not? The reason for not receiving notifications may vary, depending on the SecurePIM version and operating system you are using. In general, you can only get notifications if the connection to the mail server is up and if you are locked into SecurePIM SecurePIM Personal for Android: If you use IMAP, you may receive notifications only with a certain time delay. This delay depends on the frequency with which your mail provider checks your inbox for new s. SecurePIM Personal for ios This function must be enabled in your device settings. Only then are you notified via the Apple push notification function when a new is in your inbox. A certain time delay may occur based on the frequency with which your inbox is checked for new s. SecurePIM Enterprise for ios Your admin must allow this function ("Push notification"), and you must have enabled this function in your device settings. Only then can you receive notifications of new s. I cannot use the auto-complete/auto-correct function in SecurePIM. Why not? In SecurePIM Enterprise your admin might have restricted the auto-complete/auto-correct function. This is a security issue. The restriction prevents sensitive words from being saved locally on your device. What can I do as an Admin if the user receives a SecurePIM message that he cannot send encrypted s to a recipient? Check the following: 1.Has the recipient's public key been installed in LDAP or MAM (depending on PKI setting in MAM)? For LDAP check as follows: ldapsearch -h p 389 -x -b ou=smime,dc=tvs,dc=de "mail=< address>" 2.Is the certificate valid? Import the key list to check /18

12 3.Does the certificate offer the correct usage options? If the option "Data encryption" is not available, the certificate cannot be used to decrypt s. Documents / Dokumente /18

13 Documents Which file types can I open in SecurePIM? You can open the following file types in SecurePIM: ios: cer, der, doc, docx, eml, jpg, jpeg, gif, html, htm, ics, msg, odt, ods, odp, pem, pdf, pfx, png, pot, ppt, pptx, rtf, tif, tiff, txt, vcf, xls, xlsx. Android: jpg, jpeg, gif, png, rtf, tif, tiff, txt, vcf. Can I edit documents in SecurePIM? On ios you can open, read and save Office documents in SecurePIM. However, you cannot really edit Office documents. For SecurePIM Enterprise under ios: It is possible to add comments and tags to PDF documents when using an ipad. See also FAQ How to open and edit documents. On Android you cannot edit documents in SecurePIM. Can I use copy & paste in SecurePIM, e.g. to copy text from SecurePIM to my local data? Yes, this is an ios/android function. However, your admin can block this function for SecurePIM Enterprise in the MAM portal or MDM. Which document management systems can SecurePIM access? In SecurePIM Enterprise for ios you can access certain WebDAV systems, e.g. Sharepoint and Synology. So far access to Sharepoint versions 2007, 2010, 2013 and Synology WebDAV are possible. Can I access my company's document management system? In SecurePIM Enterprise for ios you can access your company's document management system if your administrator permits this and if the document management system (e.g. Sharepoint) meets the technical requirements /18

14 What can I do with files in the document management system? In SecurePIM Enterprise for ios you can navigate in the document management system, open individual files and then save them locally, or upload files from your local folder to the system. Note that automatic data synchronization is not possible. How do I upload a local file to the document management system?(ios Enterprise version) Open the local file which you want to upload, or swipe over the file in your local file list to see the context menu. Tap on Upload and select a folder in the document management system. Note: Make sure you have the respective rights for this folder of the document management system. Otherwise you cannot upload the file. How can I open and edit documents from SecurePIM? You have the following options to open and edit documents in SecurePIM: 1. You can use the SecurePIM Open-In function, i.e. you can open/edit documents in another app. This means, however, that the documents leave the secured container. In the Enterprise version your admin may have restricted this function. 2. In SecurePIM Enterprise for ios this is possible via Sharepoint 2013 in the SecurePIM browser: the documents remain in the secured container, but you have to be connected to your company network. 3. It is possible to use a 3rd party office app within SecurePIM: if required, SecurePIM could provide this solution to your company. Why are some Office files not properly formatted? This is due to the operating system, not to SecurePIM. Sometimes ios cannot display Office documents in the proper format. SecurePIM can show documents/files only in the way the format is supported by ios or Android, respectively. What happens if I try to save a file under a name which exists already? Will the existing file be overwritten? ios: When trying to save files with identical file names a warning is displayed. Select "overwrite" or "rename" option. Android: You can only save the file in another folder. Is it possible to synchronize the documents /18

15 Is it possible to synchronize the documents automatically or with the network, respectively? No, it is not possible to synchronize documents automatically. Contacts / Kontakte /18

16 Contacts Does SecurePIM offer a contacts function? This depends on your operating system and the SecurePIM version you are using: SecurePIM for ios SecurePIM Enterprise for ios SecurePIM for Android SecurePIM Enterprise for Android SecurePIM Government yes yes no yes yes Why are not all of my SecurePIM contacts exported to my local contacts folder? The SecurePIM setting Export contacts to device must be set to On. Note that only contacts which contain a telephone number are exported. Make sure to keep SecurePIM open while the export is going on. If you have very many contacts, the export might take some time. Please wait some minutes and keep SecurePIM open. If data synchronization has been disrupted, e.g. because you closed SecurePIM, your data export will automatically continue as soon as you log in to SecurePIM again. I cannot see my local contacts in SecurePIM. Why not? It is very likely your mobile device settings did not allow access to your local contacts. To allow access, go to your ios device settings and select Security -> Contacts -> and set the toggle button to "Allow". Then go to the SecurePIM settings and activate again access to your contacts. Why do contacts not show the pictures I have linked in Outlook. This can have the following reasons: 1. Due to an ActiveSync size restriction images that are too large cannot be displayed. 2. It is a restriction of Outlook for Mac 2011 that there is no synchronization of images in contacts. Calendar / Kalender /18

17 Calendar Does SecurePIM offer a calendar function? This depends on the SecurePIM version you are using. So far only SecurePIM Enterprise offers a calendar function. Does SecurePIM remind me of upcoming events or tasks? You receive reminders for events or tasks on your device, even when SecurePIM is closed or in the background, provided you have selected the respective settings on your device. Several calendars show the same colour although I have assigned different colours. You probably had the same calendar linked in before and removed it. When linking the same calendar again, it automatically receives the same colour it had before. This might result in several calendars with the same colour. Why does the reminder function show an event as "starting now" although the scheduled start time is 15 minutes later? (ios) This function is an ios feature that cannot be changed. The title of the event shows the correct start time. Security topics / Sicherheitsthemen /18