Frequently Asked Questions about CJSM

There are a few queries and questions that we get asked regularly relating to CJSM and in this guide we provide the answers. If you are new to CJSM it is well worth reading through this guide as it may well save you a lot of problems later on.

08 October 2015 Frequently Asked Questions  CJSM

CJSM - Article

There are a few queries and questions that we get asked regularly relating to CJSM and in this guide we provide the answers. If you are new to CJSM it is well worth reading through this guide as it may well save you a lot of problems later on.

Passwords

The most frequent requests we receive relate to CJSM passwords and so the following explains the policies for CJSM accounts/passwords:

Every 90 days you will be required to change your Secure Email password.

If you do not change your password, your account is disabled.

If you mistype your password more than 3 times your account is disabled.

My account has been disabled…

If your account is disabled we will set you a one-time password which you can then use to log in however you will then need to answer the security questions set when you first used CJSM following the switchover. If you have forgotten the (very precise) answers we will need to reset the account – so you get another password and the chance to set your security details again.

I’ve forgotten my password…

If you have forgotten the password to log in to your CJSM account you should contact us.

Forgetting your password sometimes happens because you are using the autofill option in your web browser sometimes because they haven’t used it for months or other reasons.

We also find CJSM has a built-in enthusiasm for disabling accounts at the slightest provocation – especially if you are using Email applications such as Outlook or Mac Mail. If you change your CJSM password but don’t update it in your Email application this will result in your account being locked – this is because the Email application is still using the old password (which it stores elsewhere).

And you can bet that all of this will happen late on a Sunday evening as you try to get some urgent Emails out to the opposite side. If you have forgotten your password then we will need to reset your account, you will be set another password and the chance to set all your details again.

Can I access the secure email service from any computer?

You will be able to send and receive secure Email on the computers you currently send and receive normal work emails from. All devices storing RESTRICTED material (e.g. witness statements) must be encrypted to safeguard against unauthorised disclosure. If you need advice on this guidance is available on the Gateway as well as contacting us directly.

Can I access the secure email service via my mobile devices?

No, the terms of connection to CJSM does not prohibit the use of mobile devices e.g. smartphones, tablets, etc. Such devices also need to encrypt any information held on the device when at rest as well as in transmission. The configuration details of the device need to be submitted to the CJSM Helpdesk for approval.

What is the maximum email size I can send?

This will depend on the capacity of your server and the server to which you are sending messages. The maximum size email you can send by Secure eMail is 10 MB, which equates to well over 1,000 normal text email messages or as an attachment, over 600 pages of text. Any files over the size will either need to be broken down into several parts or be sent by DX or post on an encrypted disk.

What is the maximum size my mailbox can reach?

The size of your secure mailbox is 100MB, a size that can easily be reached with large attachments without regular management. You can manage your inbox by deleted unwanted mails and (or) removing mails older than a certain age.

What will happen when my mailbox is full?

The size limit for your secure mailbox is 100MB once this limit has been reach you will no longer be able to receive any new email. You will have to remove some of the existing emails in your inbox to create more space, save large attachments locally to your computer.

How do I know my emails have got through?

You can request delivery, read and non-delivery reports to be returned to you when you send a Secure eMail, providing your existing email service and the recipient's system support that functionality - some systems are set up to block these reports.

However, absence of a non-delivery report should not be taken as confirmation that important emails have reached the addressee and it is best practice to confirm they have arrived.

Question not here or not answered?

If you have anything else you need help or advice on do let us know? We will pass suggestions (less swear words) on to the CJSM Helpdesk – don’t expect anything to happen soon but if you don’t ask… you don’t get.

Corrections or suggestions

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