FAQ

Authentication (6)

Your eDocument is Striata Verified

You may have received an email with a secure attachment (a bill, statement or document) and noticed a section that looks similar to the following:

This email is exclusively for:  And/or striata-authenticated or Striata Verified And/or poweredby or Powered By Striata

These icons and links are there to assure you that your eDocument is Striata Verified.

What is Striata Verified?

This is Striata’s way of assuring you that any Striata Emailed Document is from the sender it claims to be from. This is achieved through a significant combination of ‘authentication’ elements which, combined, are physically, practically and technically very difficult to copy– you will find a list of them at the bottom of your eDocument, these include:

Message Source Authentication:

SPF record: Provides authentication to the receiving ISP (your email server – i.e. AOL, Gmail, Yahoo etc.) that the IP address is allowed to send email for that domain. This prevents forging and spoofing of the FROM address (invisible to the recipient).
DKIM signature: Authenticates the sender of the email through a digital signature in the email headers. The receiving ISP (your email server – i.e. AOL, Gmail, Yahoo etc.) is able to query the DNS for the sender and verify that the email is valid, authentic and not tampered with. It is invisible to the recipient.
Personalization: The email is fully personalized (name, address etc) to further enhance the communication validity.
Partial account data: emails include partial customer data that Phishers can never gather, regardless of the size of the database. This enhances the authenticity of the email.
Encrypted attachment: Striata email attachments are encrypted and can only be opened by a recipient in possession of ‘shared secret’ that is known to that particular sender and recipient. This is usually a sufficiently unique and secret piece of information or existing password.

What is “Powered by Striata”?

or Powered By Striata

Links within the email contain a Striata URL. The “Powered by Striata” logo is there to assure you that the email has been sent by Striata and that these links are not phishing attempts.

Reasons for Striata Authentication

  • Creates assurance that the email is from the sender
  • Extra level of personalization – so you feel more comfortable opening the email
  • You are less likely to delete the email with your attached eDocument, because a phisher will not have all your personal information
  • Expressing that the email is exclusively for the intended recipient. If someone else accidentally receives your email it is clear that the content is not for them.

Learn more about phishing here

Digital signatures

Issue

Somebody told me that I must make sure that the digital signature of my email is up-to-date. Also, security companies have told me to make sure that I check the digital signature before opening attachments with my details in them.
How do I do all this?

Explanation

Digital signatures are a way of ensuring that an email is from the actual sender and hasn’t been tampered with along the way.

When you receive a digitally-signed email, you can verify the certificate online. MS Outlook automatically contacts their certification authority to ensure it is correct.

“This message has an invalid Digital Signature. Open the message for more information.”

If you ever receive an email where there is a problem with the digital certificate, you will be warned so that you have an option to delete the email before it causes any problems.

Solution

The first thing to check when getting a digitally signed email is the icon that appears at the top right corner of the email.

Digitally signature - valid
Valid digital signature
This indicates a valid certificate.
Digitally signature - invalid
Invalid digital signature
This indicates an invalid certificate, which means the email has been tampered with or that the signature is invalid
 Digitally signature - valid  Digitally signature - invalid

To find out more information about the digital certificate, simply double click on the icon. This will bring up a window that looks like this:

 Digitally signature - valid  Digitally signature - invalid

Clicking on the ‘Details’ button will bring up a window that looks like this:

 Digitally signature - valid  Digitally signature - invalid

By signing outgoing email with a digital certificate, your billing provider is giving customers and partners reassurance that their email communications are authentic.

How do you know if your Striata email is legitimate?

It’s important to note that phishers will sometimes copy the format of eStatements in the hope of tricking you into entering your security details on a false website, via a link in the email.

  • Email Statements sent through Striata’s application platform are delivered as an email with the encrypted statement attached.
  • The email will be personalized; your name or your business name will be clearly displayed in the body of the email.
  • Email Statements sent by Striata have a specific file extension, *.emc or *.pdf – any other file extension for example *.html – is not a valid Striata email statement.
  • Striata’s email statement will never be linked in any way to your ATM pin. Never input your ATM pin number into any website.

Don’t become a victim of phishing!

Protect yourself against fraud by understanding what a phishing email looks like. Always keep these 3 tips top of mind:

1. You will never be asked to supply your banking details to view statements with the Striata Reader.
2. Never input your banking details via any link in an email.
3. Always report emails that request your banking details, regardless of what reason they may provide. Emails that request your details are phishing attempts to steal your data.

Not sure if an email you receive is legitimate?

Here are a few key guidelines that you can follow to help identify whether the email you have received is legitimate or a phishing attempt:

  • A bank will never send an email requesting your personal security details. Any communication that asks you for your login, pin or password is a scam.
  • If the email is digitally signed (look for the red rosette which is usually located at the top right hand corner of the email header), check the signature to make sure it comes from the right sender.
  • Before clicking on a link in an email, mouse-over the link and check the URL. If the URL does not conform to what you would expect, do not click on it. Rather type the correct email address into your browser.
  • Secure banking sites will publish a Web certificate that displays as a padlock next to the address bar in your browser. This proves that you are entering a secure site. The correct URL, coupled with the presence of the padlock is an indication that you are entering the legitimate site. There are websites on which you can verify the owner of a URL.
  • To avoid the risk of downloading spyware or malware, change your Internet security settings to always ask for confirmation before downloading anything to your computer.
  • Use anti-virus and anti-spyware software and make sure you keep them up-to-date.
  • There are many sites and blogs that discuss phishing attempts. Copy and paste the content of the suspected email into a search engine, and if it is a known phishing attempt (you will most likely not be the first to receive it) there will be lots of information and discussion about it.
  • Use common sense: if the email content seems too good to be true, then it probably is. Be cautious when opening unknown attachments or downloading any files, regardless of who sent them. Don’t email your personal, financial or password information, EVER.

The internet service certificate is not trusted. Do you want to take corrective action now?

Issue

In Lotus notes, by default, messages that contain links to secure web pages trigger a pop-up warning that begins with “The internet service certificate is not trusted. Do you want to take corrective action now...”

Explanation

Internet root authorities, such as VeriSign, are companies that sell certificates. Setting Lotus notes to trust Internet root authorities stops the pop-up warning for web servers secured by a certificate from one of these companies. If you see this pop-up warning after setting Lotus notes to trust Internet root authorities, the message may contain a link to a harmful web page. Check with the sender before opening it.

Solution

  • Select “Security” from the File menu, then select “User Security” from the Security sub-menu.
  • Enter your Lotus notes password when prompted. A User Security window will open.
  • Click on the “+” sign to the left of “Identities of Others” then select “Authorities”.
  • Open the Certificates drop-down menu then select “Internet Root Authorities”.
  • Click in every empty checkbox in the Trust column. Every name in the Certificate Authority Name column should have a checkmark to its left, even if it looks like a duplicate.
  • Click “OK” in the User Security Window. Click “Yes” when asked “Save changes to your authorities list?”
  • A window will open stating “Trust operation succeeded for certificate issued to” followed by information about a specific certificate. Click “OK”. This will be repeated for each name listed in the Certificate Authority Name column.

Digital signature: invalid

Issue

I get this message when trying to open the attachment – it is something about ‘digital signature: invalid

Invalid_digital_signature

Explanation

A digital signature is used to prove to the recipient (that’s you) of the data / message, that the file (or message) comes from the person who sent it and that the content of the file / message was not altered since it was originally sent.

Some mail servers may open incoming messages to run spam filters on them. Also, Firewalls may check the content of these messages and run security checks against them. This scanning often triggers the Digital Signature verification, indicating that the message content may have been altered. If you click the “Details” button, then the “Edit Trust” button, and finally the “General” tab, you will be able to see who is using the signature.

Message security properties

Solution

How to fix this? Click “View message” to continue and read the content. (Clicking “View message” may be required every time this type of message arrives.) You can also escalate this issue to your support department for help.

Votre facture électronique est authentifiée par Striata

Vous avez reçu votre facture électronique et remarqué les icônes suivantes:

Ce courrier électronique s’adresse exclusivement à: 

  Et    est réalisé par Striata Logo

Ces icônes sont là pour assurer que votre facture électronique est authentifiée par Striata.

Qu’est-ce qu’une authentification Striata?

C’est une manière de vous assurer que tout document Striata envoyé par courrier électronique provient bien de l’expéditeur indiqué.

Cette authentification s’obtient par une combinaison d’éléments d’”authentification” qui sont d’un point de vue physique, pratique et technique impossibles à copier, vous trouverez la liste de ces éléments en bas de votre facture électronique, comprenant :

Authentification de la source du message:

Enregistrement SPF: Il fournit une authentification au PSI destinataire (AOL, Gmail, Yahoo etc.) en vérifiant que le courrier électronique provient bien de l’expéditeur (invisible pour l’utilisateur).
Signature DKIM: Elle utilise une clé d’authentification pour vérifier plus précisément l’identité de l’expéditeur (invisible pour l’utilisateur).
Personnalisation: Personnalisation: Le courrier électronique est totalement personnalisé (nom, adresse, etc.) pour renforcer la fiabilité de la communication.
Données partielles du compte: Les courriers électroniques comprennent des données que les hameçonneurs ne peuvent jamais regrouper, indépendamment de la taille de la base de données.
Pièces jointes chiffrées: es pièces jointes de courrier électronique Striata sont chiffrées et ne peuvent être ouvertes que par un destinataire en possession du “secret partagé” qui n’est connu que par l’expéditeur et le destinataire concernés. Il s’agit en général d’une information unique et confidentielle ou d’un mot de passe existant.

 

 

Réalisé par Striata Logo:

       Les liens dans le courrier électronique contiennent une URL Striata. Ce logo est là pour assurer que votre courrier électronique a bien été envoyé par Striata et que ces liens ne sont pas des tentatives d’hameçonnage.

Intérêts de l’authentification:

  • elle assure que le courrier électronique provient bien de l’expéditeur de la facture;
  • elle permet un niveau supérieur de personnalisation, ainsi vous ouvrez un courrier électronique en toute confiance;
  • vous êtes moins enclin à effacer le courrier et sa facture électroniques en les prenant pour une attaque d’hameçonnage car leur auteur ne détiendra pas vos informations personnelles;
  • elle exprime clairement que le courrier électronique s’adresse exclusivement au destinataire choisi. Si une autre personne reçoit accidentellement votre courrier, il est évident que son contenu n’est pas pour elle.

Striata Learning Portal (1)

Instructions

The Striata Learning Portal is our interactive facility for company delegates and staff members who want to complete a course online. Please feel free to explore the Learning Portal, and read the guidelines to ensure you are getting the best from your online learning experience.

You can only access the Striata Learning Portal with a Striata supplied username and password.

  1. The portal’s landing page is displayed.
  2. At the top right of the screen, click “Login”.
  3. The login page will be displayed.
  4. Enter your supplied login name (your email address) and the initial password and click “Login” (or press Enter).
  5. A ‘Change password’ heading will appear towards the left of the screen.
  6. Your login name (username) will also be displayed. In the ‘Current Password’ field, type in your supplied password – ‘Changeme’ in this case, replacing the asterisks that are being displayed.
  7. Then, in the next (blank) ‘New password’ field, please enter your new password.
  8. Type your new password again in the ‘New password (again)’ field – please do not copy and paste the password.
  9. Click the ‘Save changes’ button and click the ‘Continue’ button if it is displayed.
    • Read the SPA (Site Policy Agreement) and click “Yes” if you agree, or “No” if you do not agree. You will not be able to access the course if you do not agree to the SPA. The SPA will be displayed only once. The screen reloads and your profile is now displayed. If you have previously accepted the SPA it will not be displayed again.
    •  Click the “Striata Learning” link (at the top left of the screen).
      • Your name is now displayed at the top right of the screen, next to a link for logging out. (You will be automatically logged out after about 90 minutes of inactivity). Be sure to log out before closing your browser window.
    • At the top left, the course(s) that you were registered for, will be displayed under “My courses”.
    • Click the course name.
    • The screen reloads and the course is displayed. Your enrolment is now active.

To gauge your own progress, you are invited to complete two (optional) assessments per course: the pre-assessment before you start with Lesson 1 and the post-assessment when you have completed your last lesson. If you score less than 80% in a post-assessment, you will know that there is still some information that you are not familiar with. If you have any questions, please feel free to contact us at any time. Remember, you can re-do the course (or only a section), as often as you like and when you like.

Striata Reader (29)

How to view your statement

Issue

I received an email with my eStatement attached but I do not know how to access it.
Please explain how I can view it?

Explanation

Striata sends eStatements directly to your email inbox as a secure attachment with a .emc file extension.
You need to install the Striata Reader to open the email attachment and view your eStatement.

Striata does not store eStatements - You will not find any eStatements on the Striata website.

Please contact Striata Reader support if you are still having trouble with viewing your eStatement after following the instructions below.

Solution

Install Striata Reader (You only need to do this once)

  1. Double click to open the attachment in the email from your service provider
    striata-reader-emc-statement-attachment.jpg
    The .emc attachment may also appear at the bottom of your email – depending on your email program
  2. Click Open if you receive a warning
    open-statement-attachment.jpg
  3. If prompted , enter your passcode information as supplied to you by your provider or personal to you and then click OK
    striata-reader-password.jpg
  4. Your secure eStatement will be decoded and displayed to you
    striata-reader-statement.jpg
  5. View or print the different sections of your eStatement as required
  6. Close your eStatement
  7. Click OK to remove temporary decrypted files from your computer
    striata-reader-delete-temporary-files.jpg
  8. Be sure to save important eStatements for future reference!

Striata Reader for mobile devices

Question

I would like to view my Striata encrypted (.emc) eStatement / eBill on my smartphone / tablet. Is Striata Reader available for mobile devices?

Answer

We are pleased to announce that Striata Reader is available for mobile devices!

Apple devices (iPhone and iPad)!
Download Striata Reader for iPad and iPhone here

Android devices
https://play.google.com/store/apps/details?id=com.striata.striatareader

Username & Password Help

Issue

I cannot access my Striata encrypted document for one of the following reasons:

  • I cannot remember my username or password
  • I have never received a username or password
  • My username or password is being rejected

Explanation

Striata does not have access to your eStatement username or password – Only the company that issued your bill / statement can supply you with these details. Please also note that your eStatement is not available on the Striata website, you can view instructions on how to view your Striata encrypted eStatement here.

Solution

1. Phone the customer care / support center of the service provider that sent your bill is from (e.g your bank / cellular service provider) – They will provide you with your eStatement username and password.

2. Do not attempt to login to the Striata Website using your eStatement username or password, you can view instructions on how to view your Striata encrypted eStatement here.

3. Passwords and usernames are case sensitive – Make sure that CAPS lock is not on when you enter your details.

Could not install the application. Reason: 3758096947

Issue

What does this error mean? I get it when trying to install the Striata Reader.

Could not install the application. Reason : 3758096947

Explanation

This is a Windows permissions error. The Striata Reader installs only for the user account running the setup. Your User Account needs Administrator rights for Windows to allow you to install the Reader and open the .emc file in your Windows User Profile.

Solution

This is not a user changeable setting. You need to contact your System Administrator (IT support) and ask them to install the Striata Reader for you with your user account having temporary Administrator privileges.

Download blocked by Norton / Symantec

Issue

Symantec / Norton security suite incorrectly identifies the Striata Reader download as suspicious (MH690) and so it blocks the download from taking place. This prevents me from installing Striata Reader to view my statement.

Explanation

Striata Reader is incorrectly identified as a potential threat by Norton / Symantec – The Striata Reader installation file does not contain malicious code. This has been confirmed as a false-positive and the lastest update of Norton corrects this issue.

Solution

  • Update virus definition file, OR
  • Stop Norton / Symantec protection*
  • Download Striata Reader
  • Install Striata Reader
  • Resume Norton / Symantec protection

*Follow these steps to temporarily disable protection in Norton360

  • Select ‘Tasks and settings’
  • Select ‘Change Advanced Settings’
  • Select ‘Virus & Spyware Protection Settings’
  • Uncheck ‘Turn on auto-protect’
  • Select the time period for norton to be inactive (Reader installation should take less than 5 minutes).

Garbled document

Issue

When I open the document, it is all garbled, even though the Striata Reader is installed.

Explanation

This happens if you tried to open the document before downloading the Striata Reader.

What happens then is that the .emc is now (incorrectly) associated with a program that tried to open it in the 1st place – usually MS Word or Acrobat Reader. These programs will still try to open the .emc file even after the Reader has been installed. This results in the garbled text, since only the Striata Reader can successfully unlock and open the encrypted file.

Solution for Windows Vista / 7 / 8

1. Fix Associations

  • Click ‘Change Program’
  • Choose ‘Adobe Reader’
  • Click on ‘OK’
  • Scroll down to’ HTM and HTML’
  • Choose a Browser eg. ‘Internet Explorer’ or ‘Mozilla Firefox’
  • Click on ‘OK’
  • Scroll down to .EMC
  • Click ‘Change Program’
  • Choose ‘Striata Reader’
  • Click on ‘OK’
  • Click ‘Close’

Solution for Windows XP, NT 4.0, 2000

1. Fix Associations

      • Double Click on ‘My Computer’
      • On the menu bar and go to ‘Tools’
      • Click on ‘Folder Options’
      • Click on ‘File Types’
      • Search for the File Extensions PDF
      • Click on ‘Change’
      • Choose ‘Adobe Reader’
      • Click on ‘OK’
      • Search for the File Extensions ‘HTML and HTM’
      • Click on ‘Change’
      • Choose a Browser eg. ‘Internet Explorer’ or ‘Mozilla Firefox’
      • Click on ‘OK’
      • Search for the File Extensions ‘EMC and EMD’
      • Click on ‘Change’
      • Choose the program ‘Striata Reader’
      • Click on ‘OK’
      • Click on ‘OK’

2. Confirm that at least one Web Browser is set as the default

For Windows 95, 98 or ME, follow these steps:

      • Scroll down and find ‘Striata Reader’ and highlight it by clicking it once
      • Observe, in the lower half of the window, a box called ‘File Type Details’
      • In this box, you should see ‘Extension’, and next to that ‘EMC EMD’
      • Below that, you should see ‘Opens with’, and next to that ‘RunDLL32′
      • If not, click on ‘Edit’.
      • A new window will open. Highlight the word ‘Open’ in the lower box.
      • Click ‘Edit’
      • In the command box, type the following: “rundll32.exe c:\windows\system\keymail.dll, OpenDocument”
      • Click ‘Ok’ or ‘Close’ until all of the windows are closed
      • Return to your email and open the attachment.

Other Operating Systems

Please contact the support team as detailed in the email that you received.
Here is an example for Linux KDE 3.2. Follow these steps:

    • Click the ‘K-Menu’ button
    • Click ‘Settings’
    • Click ‘Control Centre’, then ‘KDE Components’
    • Click ‘File associations’ and click ‘ADD’ (at the bottom)
    • In the “Type name” box, enter ‘emc’ and click ‘OK’
    • In the “File name patterns” box, click ‘ADD’ and enter ‘*.emc’
    • Click ‘OK’
    • For the Description, enter Striata Reader and click ADD
    • For “Application Preference Order”, in the “Select the program...” box, enter kmailc
    • Click ‘OK’, click ‘Apply’ and close the window.
    • For the Description, enter Striata Reader and click ADD
    • For “Application Preference Order”, in the “Select the program...” box, enter kmailc
    • Click “OK”, click “Apply” and close the window.

Could not open program to read file. Reason: 2147746293

Issue

When trying to open the .emc file (attachment) I get this message: 

  • Could not open program to read file named … Reason: 2147746293
    OR
  • Can’t create file…Reason 193

Explanation

This error normally occurs when a file extension is not associated with the correct application. The file types that the majority of projects use are:

  • .emc and .emd – these need to be associated with the Striata Reader. If it is not available, it did not install correctly.
  • .html and .htm – these need to opened with your default Web Browser; Internet Explorer, Firefox or Chrome
  • .pdf – this needs to be opened with a PDF reader; this is often Adobe Reader

Solution

Follow the step by step process below to associate the files with the correct programs:

 Windows XP:
1. Fix Associations
  • Double Click on My Computer
  • On the menu bar and go to Tools
  • Click on Folder Options
  • Click on File Types
  • Search for the File Extensions .pdf
  • Click on Change
  • Choose Adobe Reader
  • Click on OK
  • Search for the File Extensions HTML and HTM
  • Click on Change
  • Choose a Browser eg. Internet Explorer or Mozilla Firefox
  • Click on OK
  • Search for the File Extensions .emc and .emc
  • Click on Change
  • Choose the program Striata Reader
  • Click on OK
  • Click on OK

2. Confirm that at least one Web Browser is set as the default.

Windows Vista / 7:
1. Fix Associations.
  • Goto Control Panel
  • Goto Default Programs
  • Click “Associate a file type or protocol with a program”
  • Scroll down to .pdf
  • Click Change Program
  • Choose Adobe Reader
  • Click on OK
  • Scroll down to HTM and HTML
  • Choose a Browser eg. Internet Explorer or Mozilla Firefox
  • Click on OK
  • Scroll down to .emc
  • Click Change Program
  • Choose Striata Reader
  • Click on OK
  • Click Close

Where are temporary files extracted to?

Issue

  • I clicked on ‘OK’ to delete temporary files before I closed the encrypted document.
  • I would like to confirm that the temporary files were deleted.

Explanation

Files can not be deleted while they are in use, so temporary Striata Reader files may not be deleted successfully if you click “OK” to delete temporary files before you close the encrypted document.

Solution

Delete all files in the “kmtemp” folder on your computer

  • Windows 7/Vista Path:  c:\users\username\appdata\local\temp\kmtemp
  • Windowx XP Path: C:\Documents and Settings\username\Local Settings\Temp\kmtemp

OR determine the temporary path (in any operating system) by looking at the address bar of your browser:

striata-reader-temporary-files-extract-path.jpg

Encrypted document does not open

Issue

Please tell me why my encrypted document is not opening after I have entered my username and password. And I have the correct username and password – I checked.

Explanation

JavaScript has not been enabled.

Solution

You could be trying to enter your username & password while viewing the mail in the preview pane. To resolve this:

  • Double click on the mail to open it
  • Then enter the username & password.

Alternatively, JavaScript might not be enabled on your email programme. The following procedures will enable JavaScript for Outlook Express, Outlook 2000 and higher versions, Netscape, AOL and Opera. If you are not sure which version of your email software you are using, click Help in your email program’s menu, then click ‘About’.

Outlook Express
  • Click on The Tools menu
  • Select ‘Options’
  • Select the ‘Security’ tab
  • Ensure that ‘Internet Zone’ is selected
  • Click Apply
  • Click OK
  • Close / Exit Outlook Express
  • Click START / SETTINGS / CONTROL PANEL. If you have Windows XP installed, click START and select CONTROL PANEL (displayed on the right of the menu)
  • Double-click ‘Internet Options’
  • Select the ‘Security’ tab
  • Click the ‘Custom Level’ Button
  • Enable ‘Active scripting’
  • Close all the windows by clicking ‘OK’
Outlook 2000 (and higher)
  • Click on the ‘Tools’ menu
  • Select ‘Options’
  • Select the ‘Security’ tab
  • Click on the ‘Zone Settings’ Button
  • Click the ‘Custom Level’ Button
  • Enable ‘Active scripting’
  • Close all the windows by clicking ‘OK’
Netscape 7
  • Click “Edit” on the Netscape menu bar
  • Click “Preferences...” from the “Edit” menu drop down list. This opens the “Preference” window
  • Click on the arrow next to “Advanced”
  • Click “Scripts & Plugins” from the “Advanced” options list
  • Select “Mail & Newsgroups” under “Enable JavaScript for”
  • Click “OK” to save the changes
Lotus Notes

Lotus Notes has JavaScript automatically enabled.

AOL 6 & 7
  • Click “Settings” from the tool bar
  • Click “Preferences” from the “Settings” drop down menu
  • Click “Internet Properties (www)” from the “Preferences” window
  • Click the “Security” tab in the “Internet Options” window
  • Click “Internet” for you web content zone
  • Click the “Custom Level...” button
  • Scroll through the settings to find the heading “Scripting”. Locate “Active scripting and “Enable” the “Active scripting” option
  • Click “OK” when exiting each window to save the changes made
  • Log off and log back on AOL to the activate changes
Opera

Opera supports JavaScript when the user agent is set to Microsoft Internet Explorer. Set the ‘user agent’ to “Identify as MSIE 5.0″

  • Click File
  • Click Preferences
  • Click Connections
  • Click Browser identification
  • Select “Identify as MSIE 5.0′
Firefox
  • Click Tools / Options
  • Click Web features
  • Click the “Enable Java” and “Enable Javascript” check boxes

Can not open encoded file

Issue

I have received an error saying that I cannot open an encoded file, and the attachment is a bit weird. The error reads as follows:“Can not open encoded file, it either does not exist or is not a valid KeyMail document.”

Explanation

The .emc (encrypted) attachment is stripped by anti-virus software. There is still an attachment, but it is only a 2bytes leftover of the anti-virus software stripping process. The attachment is in essence empty / blank.

This can also happen if your mail server is set to strip attachments; but then there is no attachment whatsoever.

Solution

This is not a user setting. You need to contact your email administrator / network administrator / IT support person and ask them to allow for the Striata Reader installation file to pass through the email server without being removed.

Memory allocation problem

Issue

When installing the Striata Reader, I get a message referring to the computer’s memory. What does this mean?

Explanation

This error message may appear in different ways for different users. Essentially it means that the Striata Reader has an incompatibility with the latest 64-bit processors where Windows XP Service Pack 2 is installed.

The message may include Error Loading C:windows/system32/keymail.dll.

Solution

Striata has identified that there is a problem with regards to machines with 64 bit processors. Download the latest version of the Reader from the Striata Reader Download page. Be sure to select the correct Striata Reader for your Operating System.

Windows Vista

Issue

After installing the Striata Reader on Windows Vista, it does not work. Unfortunately, I have nothing else to work on!

Explanation

Windows Vista has arrived with greater security settings and tries to protect the user from accidental installation, so when you are installing the Striata Reader, you need to do it with Administrator permissions.

Solution

  • Save the Striata Reader installation file on your machine (the desktop is suggested).
  • Right click on the file and select “Run as Administrator”.
  • Once installed, a dialogue box will display a message stating that the Reader has been installed.
  • Click OK to close the message dialogue box. Encrypted document can now be accessed.

If you are battling with these, please contact your IT Support person to help you.

Permissions error

Issue

There is an error stating that I am not allowed to replace any files in the ‘Outlook Temporary Folder’ and thus gives a permissions error. What should I do?

Explanation

When Outlook receives an email with an attachment and you open the attachment, it saves the attached file to the ‘Outlook Temporary Folder’. The .emc password box is then displayed. Once you have entered the .emc password, the .emc is then extracted to the ‘Windows Temporary Folder’ where it is then available for you to view.

Solution

In order to solve the permissions problem; the .emc’s (or the contents of the whole directory) in the ‘Outlook Temporary Folder’ has to be removed Please note: do not remove the files in the ‘Windows Temporary Folder’.

Caution: it is suggested that you attempt this solution with the help of your IT support department.

Solution path

It is suggested that you attempt this solution with the help of your IT support department.

  1. Click ‘Start’ and then click on ‘Run’.
  2. Type ‘regedit’ into the text box and click ‘Ok’.
  3. Click on the plus signs/arrows next to the following menu items:

    > HKEY_CURRENT_USER
    > Software
    > Microsoft
    > Office
    > 9.0 (This number may vary depending on the version of Outlook being used, choose the highest number)
    > Outlook

  4. Click on the Security folder
  5. Under Security details (Located on the right-side of the regedit window) will be an entry by the name of ‘OutlookSecureTempFolder’. Double click this to view the path details. This is where the .emc’s can be deleted.
  6. Go to the ‘Outlook Temporary Folder’ folder specified in step 5 and delete the .emc file(s).

Ordinal not found

Issue

When trying to install the Striata Reader, I get this this message saying something about Ordinal 6880.What is that?

Explanation

This is an incompatibility within Windows NT and the Striata Reader.

Solution

To correct this error, make sure you are downloading and installing the latest version of the Striata Reader. Check the Striata download page. This will correct the error, although it may still show the dialogue box. If it does, ignore the message and click OK to continue. The Reader should install as expected.

If you still encounter a problem after installing the latest version, there may be a problem with some DLL files. On some of the systems encountered, some DLL files are outdated as well, in which case you should rather download and install the Full Reader.

Process

  • Make sure you download the correct Reader again to ensure the latest version is being used.
  • Then re-install the downloaded Reader, this time ignoring the error message.
  • If this does not solve the problem, then download the Full Reader and repeat the installation.

Format picture dialog box appears from RTF document

Issue

When I open the RTF document and double click on the Reader application icon, the file opens in a word processor and a Format Picture dialog box appears.

Explanation

The mail server that you are using seems to be stripping the embedded Striata Reader in the RTF document, but still leaves the icon’s picture behind in the document.

The Format Picture dialog is the tool used in Microsoft Word to edit a picture within the document. Other word processors, that can open RTF documents, may display similar dialog boxes.

Solution

This is not a user setting. Contact your email Administrator and ask them to allow the Striata Reader installation file through.

Open with dialog box

Issue

When the I try to open the encrypted Document, a dialog box appears asking which program to use to open the document.

'Open with' dialogue

Explanation

When this happens (and it can happen for other programs too) it means that you haven’t installed the Striata Reader correctly. It indicates that Windows cannot find the Striata Reader, and is not sure what to do with the attachment. So it asks you to choose.

Solution

The best thing to do is to download the Striata Reader – again if necessary (make sure you have the right one by checking here). Follow the instructions from the download site.

Open the attachment once you have downloaded and the installed the reader.

Linux: error while loading shared libraries

Issue

I am using Linux. When I try to read / open the .emc attachment, I get the following error message.

error while loading shared libraries: libstdc++-libc6.2-2.so.3: cannot open shared object file: No such file or directory”

Explanation

You are probably getting this error because your Libc Library is out of date. The library needs to be updated.

Solution 

(for Linux distributions based on Debian)

  • Login as root
  • Run:
    Apt-get update (wait for it to get the results)
    Apt-get upgrade (to make the necessary changes)

Cannot find attachment

Issue

I get this error message:

Cannot Open Attachment OE error.

I am using Outlook Express and the attachment on the email is greyed out.

Explanation

Some security settings in Outlook Express have been set to block attachments. This issue is common for Outlook Express version 6. Outlook Express 6 is installed when users use or upgrade to Internet Explorer 6 and or WinXP.

The following message may be displayed: Outlook Express removed access to the following unsafe attachments in your email: file_name1, file_name2.

Blocking potentially unsafe attachments is an intentional, designed-in feature of Outlook Express 6.

Solution

You need to modify the security settings of Outlook Express attachments by going through the following steps:

  • Open Outlook Express
  • Click on ‘Tools’ menu
  • Select ‘Options’
  • Select the ‘Security’ tab
  • The first section of the ‘Security’ tab is called ‘Virus Protection’, with the last section stating the following:Do not allow attachments to be saved or opened that could potentially be a virus.
  • De-select the check box to the left of that sentence.
  • Click on ‘Apply’ and ‘OK’ to close the Options window

Please note: this will allow other attachments through as well. You can re-trace your steps after you have opened the attachment you need.

Garbled after saving to hard disk

Issue

I saved my document to the hard drive after opening it via my web based email client. When I opened the document again, it is garbled.

Explanation

With some web based email clients, when saving an unknown format to disk, the program tries to save it as a file type ‘.cgi’ which is why, when you try and open it again – usually with notepad, it shows the cipher text (garbled text).

Solution

When saving to disk, make sure you select .emc in the ‘Save as type’ box. This will give the file a proper file extension.

Insufficient disk space

Issue

I get an error that states: “Cannot open the document due to insufficient disk space or incorrect user permission.”

Explanation

In some versions of Windows 95 and some older versions of Windows 98, one of the Windows DLLs is outdated.

This probably has not answered your question! A DLL is a small program that is common to many applications. So if two applications installed on your machine need to perform the same sequence of steps, then instead of having that sequence entered twice – once for each application – Windows has a DLL which is available to both applications.

Solution

To have the correct DLL installed on your machine, please download and install the Windows Full Install version of the Striata Reader.

Problems with this Web page

Issue

Please note that this is specific to Internet Explorer only. After opening the encrypted attachment, I can view the contents successfully. But get an error when clicking on various available links inside my ebill / statement / invoice. The message ‘Problems with this Web page might prevent it from being displayed properly or functioning properly.’ is displayed.

Page error

 

Explanation

It is most likely that you don’t have the latest version of your web browser installed. You should download and install the latest version.

Solution

If you use Internet Explorer:

  • Click on ‘Tools’ in the IE menu and then select ‘Windows Update’.
  • or you can have Automatic Updates enabled by clicking Start / Settings / Control Panel or Start / Control Panel and selecting ‘Automatic updates’. Make sure that the ‘Automatic (Recommended)’ option is selected.

Alternatively, use a different web browser.

Document not attached

Issue

I have received an email with no attached document, just the mail body.How can I get my attachment?

Explanation

What can happen is that the mail server that the your email client is using, is stripping the attached document (.emc) due to rules* that have been set up on the mail server.

Solution

Good news and bad news: this is not a user setting. It is set up on your mail server to protect you and your computer from harmful programs out there.

To fix this, you need to contact your email administrator / network administrator / IT support person and asked them to allow for the Striata Reader installation file to pass through the email server without being removed.

* Rules are email settings on the server that decide whether a message (with or without an attachment), will be allowed through to the recipient. This is to help control the spread of viruses and other unauthorized mail messages.

Digital signature: invalid

Issue

I get this message when trying to open the attachment – it is something about ‘digital signature: invalid

Invalid_digital_signature

Explanation

A digital signature is used to prove to the recipient (that’s you) of the data / message, that the file (or message) comes from the person who sent it and that the content of the file / message was not altered since it was originally sent.

Some mail servers may open incoming messages to run spam filters on them. Also, Firewalls may check the content of these messages and run security checks against them. This scanning often triggers the Digital Signature verification, indicating that the message content may have been altered. If you click the “Details” button, then the “Edit Trust” button, and finally the “General” tab, you will be able to see who is using the signature.

Message security properties

Solution

How to fix this? Click “View message” to continue and read the content. (Clicking “View message” may be required every time this type of message arrives.) You can also escalate this issue to your support department for help.

AOL Error

Issue

AOL produces an error or freezes when opening emails with images.

Explanation

AOL customers with AOL software installed may experience problems when using older versions of AOL software and opening email messages. Some people have reported that the system may appear to hang or stop working without an error.  Others report receiving a message box pop-up with a Runtime error similar to the error pictured below.

This situation is common with Windows AOL version 8 running on Windows XP.

AOL run time error

Solution

Make sure that you have the latest AOL software by downloading / installing it.  AOL offers many ways for their customers to download / install software upgrades.

One method of obtaining the latest AOL is to visit AOL’s website at http://www.aol.com .

  • At the very bottom of AOL’s website is a link entitled “Download AOL”.
  • Follow the instructions for downloading and updating your AOL software.
  • Contact AOL for any support required with updating your software or any further questions.

.cue file is missing

Issue

I am using the Apple Mac OS X operating system. I tried to install  the Striata Reader, but I the following error message displayed:

“The .cue file required for the “striata-reader-1.0-22-mac-osx-2.bin” is missing. Make sure that both files are in the same directory.”

Explanation

This is a pretty simple issue to resolve. The older version of the Reader conflicts with the latest version of the MAC operating system (Mac OS X)

Solution

Install the new Striata Reader for Mac (*.dmg), downloadable from our download page.

Second user login attempt fails

Issue

I have opened my attachment successfully using my username and password, but before I actually see the attachment, I am asked for another username and password?

Explanation

This may happen if you are behind a proxy server or firewall. To access any web pages you need to enter your username and password given to you by your administrator for the proxy server or firewall.

Solution

With proxy servers or firewalls installed, you need to enter the username and password given to you by your administrator. As a result of an image in the email that contains the document, you will be asked for your proxy username and password to download the image off the web. You then need to enter your document username and password.

A quick summary:

  • first enter your proxy (or Web) username and password (as ‘authorisation’ to use the Web)
  • then double click and enter your document username and password.

The first authorisation is for the web server (authorisation to access the web)
The second authorisation is for the Striata encrypted attachment.

Installer requesting computer restart

Issue

I have just installed the Striata Reader, and now it is asking me to restart the computer. Must I?

Explanation

If you already have the Reader installed and have an encrypted document open when you try to install the Reader again, you will be prompted to restart your computer for the ‘changes to take effect’.

Solution

You do not need to restart your computer, everything should be fine.

Authenticode signature

Issue

When attempting to install the Striata Reader, I get the following warning:

The publisher cannot be determined due to the problems below. Authenticode signature not found.

Explanation

An authenticode signature is a digital certificate issued by Microsoft, embedded in the source code of an application. When a Microsoft system tries to install a new application, it looks for the authenticode signature, and if not found, gives the described warning. The Striata reader does not contain an authenticode signature.

Solution

Choose to ignore this screen and click “Yes to continue”

Content expired

Issue

I get a message like the one below, and I’m not sure what to do about it. I do know that the attachment is not useable.
Content expired

Explanation

The sender of the message has set an expiration time for the .emc attachment. This means that the attachment can be opened for a limited time after sending. The attachment must be opened within this period. This functionality is useful for time sensitive information.

Solution

You need to have opened the attachment within the time limit set by the sender. The error message is generated when you attempt to open the attachment outside the time limit.

For example: the sender sets the time limit to three hours and sends the message at 7am. You have until 10am to open the message after which the attachment automatically expires.If you really need the attachment, then you need to contact the person who sent you the message and ask them to re-send it.

Striata Secure PDF (8)

I cannot open the attachment

Issue

I cannot open the attachment

Explanation

There could be three reasons for this:
1. Corrupt file
If the file has been corrupted or damaged in any way

2. Adobe Reader not installed
If Adobe reader is not installed on your machine, the email attachment icon will look like
eBill with no PDF

instead of
eBill with PDF

When you double click on the attachment you will be prompted with the following screen.
'Open with' dialogue
3. Old version of Adobe Reader
If the version of Adobe Reader is older than Version 5 you will not be able to open the securely encrypted document.

Acrobat Reader Compatibility :

Version 40-bit RC4 128-bit RC4 128-bit AES 256-bit AES
4 Yes No No No
4.1 Yes No No No
5 Yes Yes No No
5.1 Yes Yes No No
6.0.0 Yes Yes No No
6.0.1 Yes Yes No No
6.0.2 Yes Yes No No
7 Yes Yes Yes No
8 Yes Yes Yes No
9 Yes Yes Yes No
10 (X) Yes Yes Yes Yes
11 Yes Yes Yes Yes

This is an example of the error that will be displayed:
Open error

To find out which version of Adobe Reader is being used follow these steps:

  • Open Adobe reader
  • Click on “Help” in the menu bar and then “About Adobe Reader...”
  • You will be presented with a screen that look like this
    Adobe reader version 7
  • If it is version 4 it will look like the image below
    Adobe reader version 4

Solution

1. Corrupt file.
Contact your biller and get them to resend your bill. They will send you a new file that is not corrupted.

2. and 3. Adobe Reader not installed / Old version of Adobe Reader
The simple solution is to download the latest version of Adobe Reader. Click on the icon below.

Get the Adobe Reader

On Android, iPhone or iPad

Issue

I cannot open the Striata secure .pdf on my iPhone (iOS4) or on my iPad

Explanation

  • Striata Secure PDF now works by default on Android, Windows Mobile, Blackberry & iPhone but limited to only viewing PDF content
  • Payment functionality and forms will not work unless an Adobe Reader is installed

Solution

While the bill will look the same, some of the functionality such as payment and data sorting requires a JavaScript enabled PDF reader. Adobe Reader has not yet released this, so you will need to download an app such as * PDF Expert if you would like to enjoy the full functionality of the email bill on your mobile or tablet.

* Please note that Striata is not affiliated to PDF Expert in any way.

Payment form problems

Issue

  • The payment form is not doing anything
  • I cannot see the drop downs in my payment form
  • No error message appears. When clicking on the “Pay My Bill” button  – nothing happens.

Explanation

The payment functionality is only usable if you have Adobe Reader version 7 or above.

Solution

Get the Adobe Reader Download and install the latest version of the Adobe Reader.
Windows Users

Version Attachments
4 No
4.1 No
5 No
5.1 No
6.0.0 No
6.0.1 No
6.0.2 No
7 Yes
8 Yes
9 Yes
10 (X) Yes
11 Yes

Mac Users
The .pdf must be opened in Adobe Reader and not Mac the Preview.

  1. Open the email that contains the attachment.
  2. Save the attachment to your hard disk.
    'Save as' for a Mac
  3. Open Adobe Reader and select File – Open...
    'Open as' for a Mac
  4. In the screen that pops up, select the saved .pdf from the location where you saved it.
    'Open as' dialogue for a Mac

It does not accept my password

Issue

I am asked to ‘Enter Password’, but every time I do it gives me an error.

Explanation

After double clicking on the secure .pdf attachment, you should be asked to enter your challenge phrase / password.

Password request in a pdf

But then you get this image...
Incorrect password notification

Solution

Remember that the password is case sensitive. Make sure you are entering the correct details and do not have your Caps Lock on.

Error 18000 when making a payment with Adobe Reader and Mac

Issue

I am receiving an error message – “There was an error with your payment. Please check the details and try again : Error retrieving Client Site Settings 18000”.

Explanation

An incompatibility issue between Adobe 9 and Mac version 10.5 prevents the payment data from being transmitted.

Adobe Version Mac Version
Adobe Reader 9.0.0 Mac OS X Version 10.4.11 Tiger Works
Adobe Reader 9.0.0 Mac OS X 10.5 Leopard Error
Adobe Reader 8 Mac OS X 10.5 Leopard Works
Adobe Prof 8 Mac OS X 10.5 Leopard Works

Solution

There are 2 solutions to this problem

  1. Downgrade to Adobe Reader version 8 by clicking here
  2. Upgrade to a newer version of Adobe reader and open the document from within Safari.

Upgrade Adobe Reader by following these steps:

  • Select “Check for Updates” from the Help menu in Adobe Reader
    adobereader.jpg
  • Download and install the latest update for Adobe Reader 9. (Version 9.1.0)

To view and make a payment

  • Open the email that contains the attachment.
  • Save the attachment to your hard disk.
  • Open the attachment using Safari and one of the following methods:
    1. Drag and drop the attachment onto the Safari icon in the dock.
    2. Open Safari and enter the path of the attachment on your hard disk in the address bar
      safari.jpg
  • Enter your password when prompted

Cannot open the CSV data file

Issue

I cannot open the embedded CSV file. No error message appears and when double clicking on the data download nothing happens.

Explanation

To make use of the CSV data attachments you require version 6 or above of Adobe.

Version Attachments
4 No
4.1 No
5 No
5.1 No
6.0.0 Yes
6.0.1 Yes
6.0.2 Yes
7 Yes
8 Yes
9 Yes

Solution

Please go to the Adobe product page and get the latest version of the Adobe Reader by clicking on the icon below:

Get the Adobe Reader

Security warning when trying to make a payment

Issue

When I try and make a payment, I get a security warning.

Explanation

This image could be associated with this error:

Security warning
Adobe will verify that you are about to connect to the internet when submitting a payment. In this way the Adobe reader protects you from accidentally clicking on a link to the internet.

Solution

Click the “Allow” button. This will allow your payment to be processed.

Note: If you do not wish to see this warning again select the check box ”Remember my action for the site ….”

It is asking me to login when I submit a payment

Issue

I am being asked to login when I try to submit a payment.
It gives you this kind of pop-up?

Network password request

This is not the .pdf Password / challenge problem. Some companies have a proxy server that your computer is directed through before you can connect to the internet. You probably have to authenticate yourself on the proxy server before being allowed to connect the internet.

Solution

You should enter the same username & password as you would normally do when browsing the internet