Respond to Reported Issue Opening Secure Email

Respond to Reported Issue Opening Secure Email

For those secure email recipients that emailed you and said that they were having difficulty opening a secure email:

 

Please forward the email where the recipient reported the problem to nexus-servicedesk@nexusfamilyhealing.org 

(For future reference, this email address can be found under “Nexus Service Desk” in the Outlook address book.)


AlertBefore forwarding, lease remove any private health information (PHI) from the email (including client/youth names).

 

(To be clear: we need you to forward the email where the recipient told you they could not open the secure email.

Please do not forward the secure email you originally sent to the recipient.)

 

If you have a recipient that only reported the problem by phone, please open a ticket or email nexus-servicedesk@nexusfamilyhealing.org and provide the following information:

  • Recipient's name
  • Recipient's email
  • Recipient's phone number, if you have it.
  • Sender's name
  • Date the secure email was sent

  • If you are missing any of this information, please provide the available information.
  • If you estimate any of this information, that is OK, please note what information is estimated. 

This will open a ticket with the information we need to contact the secure email recipient.


We will work with the secure email recipient to help them access the secure email.

    • Related Articles

    • Receive a Nexus Secure Email

      Receive a Nexus Secure Email Nexus Family Healing encrypted emails are protected with Microsoft Purview Message Encryption. Access to a message protected with Microsoft Purview Message Encryption can depend on your (the recipient’s) email system. In ...

    • Send Secure Email in Outlook for Windows

      How Nexus employees send email securely using Office 365 Message Encryption: Start a new email in Outlook Select Options tab (Please note, if you are forwarding or replying to an email, and do not see the "Options" menu, click Pop Out to pop the ...

    • Outlook for Windows FAQ

      Outlook Documentation Email Outlook Documentation Microsoft Outlook Initial Setup When you first open Outlook, you will be prompted for your password, to prevent this from happening again simply click the checkbox. This will happen every 6 months ...

    • Resolve Issues Opening IRM Protected Content in Outlook (PC)

      Error: "Sorry, something went wrong opening Information Rights Management protected content. The request is not supported." 1. Close all Office 365 applications, including Word, Excel, Outlook, PowerPoint, Teams 2. Open Word 3. Sign out of Office 365 ...

    • Send Secure Email using Outlook Online

      Send Secure Email using Outlook Online 1. Go to https://outlook.office.com/mail/ 2. If it asks for you to sign in using an email address: enter your new primary address. 3. If it asks for your password: enter the same password you use to sign in to ...