For recipients experiencing issues opening Virtru-encrypted email, these issues are commonly resolved by making a few changes to one's browser settings. We have outlined some helpful steps for the most common browsers including Chrome, Firefox, Internet Explorer (IE), and Safari.
For recipients using Chrome, Firefox, or Safari, you will need to make sure you are not in a private browsing session (such as inPrivate browsing or Incognito mode), and that cookies are enabled for your browser.
Click on a link below for instructions to enable cookies in each of these browsers:
For users of Internet Explorer, there are a few more settings you may need to change in order to open and read your Virtru-secured email in IE.
These are the settings we recommend:
1. Select Settings > Internet Options > Privacy > Advanced: Accept cookies from both first- and third-party sites
2. Select Settings > Internet Options > Security > Custom Level > Set to "Medium-High" or lower
3. Select Settings > Compatibility View settings. Check to make sure Virtru is not on this list, and the box next to "Use Microsoft compatibility lists" is unchecked.
4. Select Settings > Internet Options > Security > Trusted Sites > Sites > Add https://*.virtru.com
Some Internet Explorer users will need to make these additional changes if they apply the above settings and are still unable to open and read the Virtu-encrypted email received:
1. Settings > Internet Options > Privacy > Advanced: Always allow session cookies.
2. Settings > Internet Options > Advanced. Under "Security" uncheck "Do not save encrypted pages to disk.”
3. Settings > Internet Options > General > Uncheck "Delete Browsing History on Exit."
4. Settings > Internet Options > Security > Trusted Sites > Custom level. Then, scroll down the list of settings to find “Miscellaneous”. Under “Miscellaneous” and “Access Data Sources Across domains”, select “disable”.
Please note, Virtru now also offers a “cookie-less” verification pathway that does not require you to make these changes if don't have the desire or permission to do so. Instead, we can detect that cookies and local storage have been disabled in the browser and send a verification code via email. This code, once received, simply needs to be pasted into the proper field in the you browser in order to grant access. If you are having trouble entering all 8 digits, please check to make sure there is not a space in front of the code in the entry box.
You may also have a firewall in place that is restricting access to the URLs needed to open a Virtru message in your browser. You will need to ask the IT administrator at your organization to whitelist the Virtru required endpoints.