FAQs

Our FAQ section is filled with commonly asked questions and answers about Secure Digital Exchange (SDX) Services, resolutions and product information.

Browse the topics below to find answers to our most commonly asked questions.

SDX Platform

If you are new to Secure Digital Exchange (SDX), powered by Egress Switch, these articles will help get you started and using our service in no time. 

What can I share securely?

Secure Digital Exchange (SDX) provides a broad security platform which allows you to securely share confidential information by email and file transfer, large file transfer, secure online collaboration and via secure web forms.

Our approach provides "follow the data" control so that you have the reassurance that the sensitive information you share is only accessed by the intended recipient.

Using our integrated desktop and mobile applications, SDX Switch is easy to use and streamlines end user workflow.

How can I access my data?

SDX Switch allows you to access your data securely in multiple ways;

Web based access – the default way to open a SDX Switch secure email is via a web browser which requires no download or installation of software.

Desktop applications – if you want to integrate SDX Switch Secure Email and File Transfer into your existing email client or systems for a more seamless and simplified user experience our desktop applications are free to download and simple to install.

Whichever approach you want to take, SDX Switch integration makes set up easy allowing you to start sharing information securely from day one.

Where is my data stored?

SDX Switch uses a unique on - premise and hosted cloud infrastructure which enables us to tailor hosting based on your requirements.

Cloud hosting

Fully hosted service – your data is held in our Australian accredited data centre. Our selected service providers ensure unrivalled and certified hybrid infrastructure so you have the complete reassurance that your information is totally secure.

On-premise hosting

On-premise installation – allows you to store encrypted data locally within your existing infrastructure while offering the flexibility of outsourcing key management using our hybrid 'Private Cloud' model.

Whichever approach you take we have tailored our system with security and flexibility in mind.

How do I create an SDX Switch account?

To use any of our services, for example sending and receiving secure emails, you will need to sign up for a free SDX Switch account. To do this, please follow the steps below:

  1. Click here to register.
  2. Fill in your personal details and then create a password and security questions for your account.
  3. Once you have clicked 'Create My Account' you will need to wait for an activation email similar to the below to arrive:
How do I create an SDX Switch account

Activate your account either by copying and pasting the activation code from the email into the required field on the registration page or by following the link in the email. Your account is now fully activated and registered.

If you are experiencing problems with creating an account, please refer to: The 'Create Account' button does not work, what do I do?

What is my SDX Switch ID?

Your SDX Switch ID is your email address.

To ensure that you are able to open SDX Switch Secure Emails successfully, please ensure that you register on our service using the email address that the Secure Email was originally sent to.

If you do not sign up with the same email address that the Secure Email was addressed to, you may be asked to request access when attempting to view the email.

How do I open a secure email?

This guide will show you how to open a secure package using SDX Switch Web Access and assumes you have already set-up your SDX Switch account.

Upon receiving a SDX Switch secured email, you will receive a message similar to the one below. To access the message click the 'read this secure email' link:

How do I open a secure email

This will open the page below in your web browser, prompting you to sign in.

How do I open a secure email

Sign in using your SDX Switch ID (email address) and password, once you have done this the secure message and any attachments will then open.

How do I reply to a message securely?

Once you have been able to sign in to view the secure email, a reply button is displayed that you can click on the top left-hand side. This will display an email editor allowing you to compose your reply. You can add optional attachments by clicking the 'Choose File' or 'Browse...' button above the email body.

Once you have finished writing your message and added any attachments required, you are ready to send your message securely.

Please note: before pressing 'Send Secure' it is recommended that you ensure the 'Send me a copy of this email' option is ticked so you have a copy of the email.

How do I create a new secure message?

Please note: The 'Create Message' facility is only available once you have received and opened a secure message, please see the article 'How do I open a secure email?' for details on how to do this.

To create a secure email, please follow the steps below:

1. Sign in to your SDX Switch administration panel at https://switch.securedigitalexchange.com

2. From the options on the left hand side click 'Compose’.

How do I create a new secure message



3. The page that opens will be the one below. Compose your message as you would a normal email, when you are done click 'Send Secure'.

SDX - How do I create a new secure message
 


4. You have now sent a secure email, by default a copy of the secure email will be sent to your own email inbox.

Where is my encrypted data held?

The location of encrypted data is entirely the customer's choice.  By default, SDX uses a data centre within Australia to store encrypted emails.  Cloud Storage, used for large file transfer, is held with Amazon S3 in Sydney, Australia.

Data can however be held in-house or integrated with other data centres in other countries.

No matter where the data is held; encryption keys are always held independently.

If I encrypt an email, what will happen to the size of the file?
SDX Secure Email compresses the message body and attachments before encrypting them.  The data size is therefore likely to be reduced rather than increase. SDX Secure Email compresses data using either Gzip or LZMA.
Which encryption algorithm is used?

Egress Switch protects your data using AES (Rijndael) with a 256-bit key length and FIPS 140-2 libraries.

Every package created is protected with a unique encryption key.  All communication between the SDX Switch Client and SDX Switch Server is secured using SSL.

I have no received my activation email, what do I do?

If your activation email has not arrived within 3-5 minutes, it may be in your email junk or spam folders.

However, if your activation email is not in any of these, please contact the Support Centre by calling 1800 791 688.

The 'Create Acccount' button does not work, what do I do?

When creating an account there are 3 stages:

The 1st stage is filling in your email address, name and telephone number.

The 2nd stage is setting a password and security questions.

The 3rd stage is entering the security code that will be displayed.

The 'Create Account' button will remain grey until all stages have been completed.

If the third stage is not displaying for you, it is likely that JavaScript has not been enabled for your browser.

To resolve this, you can try using a different browser or contact your internal IT department for additional support.

SDX Switch Account

Is SDX Switch free to use?

It is always free to reply or send a message to a paid user who has a license. You will not be deducted a credit, and if you have no credits you will still be able to send to a paid SDX Switch user.

If you have received a Secure Email, it is likely that they will be paying subscribers.

Credits are used when free users are sending to recipients who are not SDX Switch customers. One credit is used each time a free user accesses a message from another free or PAYG user. Credits can be used in the following ways:

  • Every free account starts off with 25 credits
  • Sharing 1 SDX Switch package with 1 recipient uses 1 credit
  • Sharing 1 SDX Switch package with 5 recipients uses 5 credits
  • Sharing 5 SDX Switch packages with 1 recipient uses 5 credits

Although you cannot purchase additional credits, it is possible to purchase a subscription allowing you unlimited use of SDX Switch. Sign into the SDX Switch Administration Panel and click on 'payment options' under My Account or click here.

I have run out of SDX credits, what does this mean?

As a free user of SDX Switch you will receive 25 free credits. Credits are deducted whenever you send a secure message to another free user and that user then opens the message.

If you have received an email saying you have run out of credits, you will no longer be able to use the SDX Switch service to send securely to other free users and will need to purchase a subscription to continue to do so.

You can do this by clicking the ‘Purchase SDX Buy Online’ button from the SDX Switch Administration Panel and click on 'payment options' under My Account or click here.

Please note: As a free user it is always free to correspond and initiate communication with a paid SDX Switch user.

Do I need to download any software?

There is no obligation to download our software, all our secure email services are available online for free through SDX Switch Web Access.

If you think you may need software, please click here for information on what to install.

How do I reset my password and security questions?

I have forgotten my password but know my security questions and answers:

If you have forgotten your SDX Switch password, but remember your security questions and answers you can reset your password here.

If your SDX Switch account is linked with your Windows log-in (ADFS), please contact your SDX Switch support contact - this is usually your internal helpdesk.

I have forgotten my password and also the answers to my security questions to reset my account:

Free Users and Small Paying Users: Please contact our Customer Support team who can reset your account.

Often the answers are typos or variations of the answers you have provided - including attempted answers in your ticket submission will help to speed up the reset process.

Business and Enterprise Paying Users: Please contact your SDX Switch support contact. Support staff are not able to reset your password and will direct you to your internal SDX Switch contact.

My account is locked, what do I do?

After several incorrect sign-in attempts on the SDX Switch platform, your account may lock automatically.

The account will automatically unlock after 5 minutes, which will then allow you to sign in if you remember your SDX Switch credentials.

If you have forgotten your password and security questions, please refer to: How do I reset my password and security questions? 

I have created an SDX Switch ID with the wrong email address, what should I do?

Simply register with the correct email address at https://switch.securedigitalexchange.com.

The wrong email address will not have been registered on the SDX Switch service if you did not complete the activation process via the activation email that is sent out to you during registration.

If you registered the incorrect email address, there is no need for further action. The email address can remain on our service with no issues.

I changed my email address, can I change my SDX Switch ID?

Free Users and Small Paying Users: You will need to register a new SDX Switch account via https://switch.securedigitalexchange.com with the new email address. Your old account will remain on the system to retain the packages that you have sent out to recipients.

Business and Enterprise Paying Users: The administrator in your business account will be able to set you up with a new SDX Switch account. When deleting the old SDX Switch account from the business account, it is possible to transfer the packages over to your new account as part of this process.

I no longer need my SDX Switch ID, what should I do?

Free Users and Small Paying Users: There is no need to do anything as there are no costs associated with your SDX Switch account. Keeping the account on our service will allow you to retain full viewing, auditing and reporting functionality over SDX Switch Secure Emails that you have previously sent.

Should you wish to have your SDX Switch account removed from our service, please contact Customer Support. Removing your SDX Switch account will also remove access to the Secure Emails for both the sender and the recipients.

Business and Enterprise Paying Users: Please get in touch with your support contact in your business account who will be able to disable the account and/or delete the account for you. This is normally your Service Desk.

How can I view my account status?

To view your account status, please log-in with your SDX Switch ID and password at https://switch.securedigitalexchange.com. This will display your current subscription plan and options to purchase additional add-ons or licenses.

For free users, there are no costs associated with replying and initiating SDX Switch Secure Emails with paying subscribers.

Purchasing SDX

What different subscription options do you offer to personal users?

Personal users can purchase an annual subscription which allows unlimited usage of SDX Switch Secure Email throughout this subscription.

Additionally, users can purchase packs which allow the customisation of policies, branding and other features.

Please review our pricing page for more information on costs. To purchase SDX Switch, sign into the SDX Switch Administration Panel and click on 'payment options' under My Account or click here.

SDX Switch Administration Panel

Best practice for Group Mailboxes

Setting up a Group Mailbox Account

Should a secure email need to be sent from a group mailbox, a SDX Switch account needs to be created for this email address. Group mailboxes are set up in exactly the same way as normal users, except the administrator should specify the password upon creation to ensure that this is documented in case of group mailbox users attempting to reset the account.

Once the SDX Switch account has been activated, an administrator should:

1. Sign into the SDX Switch Administration Panel and navigate to ‘User Management’.

2. Select the group mailbox and navigate to the ‘Authentication’ tab.

3. Untick the option ‘Allow user to reset password via self-help’.

This ensures the password reset can only be managed by administrators/service desk users which will avoid the account being reset by multiple users when forgotten.

Using a Group Mailbox

To send securely from a group mailbox, the user needs to sign out of the SDX Switch Client on their desktop by clicking the SDX Switch tray icon and clicking sign out. The user should then sign in with the group mailbox credentials, and send the group email through Outlook as normal.

Once sent, the user should then sign out and sign back in with their personal SDX Switch credentials.

Managing a Group Mailbox Packages

Should a group mailbox’s secure email need to be revoked because it was sent to the wrong person, or an access request needs to be approved a user can sign into the SDX Switch Client or the Administration Panel with the mailbox credentials and navigate to ‘Sent Packages’ to complete the necessary actions.

An administrator can also have full visibility over these group mailbox packages by selecting the account from ‘User Management’ and clicking the yellow package icon next to the account. The administrator can then manage that specific user’s packages.

How do I invite multiple users to join my SDX Switch Business Account?

If you are the administrator of an SDX Switch Business account you can invite users to join your account and benefit from centralised management. Sign in to your SDX Switch account via the SDX Switch Administration Panel and navigate to the SDX Switch Business section and select 'Invite Users'.

From the Invite Users page you can select the following:

  1. To invite a single user that does not already have an SDX Switch account click the 'Invite Single User' and complete the user details.
  2. To invite multiple users to join your business account, select 'Invite Multiple Users'.

This feature allows you to invite multiple accounts from a CSV file. You can use this feature to import a list of users from your network (e.g. Windows Active Directory) and send an automated welcome email to simplify the account creation process.

Can I change my company's password policy?

As a SDX Switch Business Administrator you can specify your own password policy requirements. You can therefore set a minimum password length and enforce other additional options, i.e. special characters, numbers, upper and/or lower case letters.

You can also add to the list of security questions which the users will have to answer upon sign-up. This allows you to define specific questions that maybe relevant to your organisation and simplifies the password reset process.

To change the password policy in any way, sign into the Administration Panel and select Policies > Passwords. You can restore the default questions at any point by clicking the 'Restore Defaults' button.

Can I still view package information related to users that have left my organisation?

Yes, a SDX Switch administrator or users with auditor capabilities can be granted access to any user packages even if the user has left the organisation.

It is also possible to delete the user from the Business Account which allows you to transfer their packages to another user if you wish, or delete their packages as well (the second option means that these packages are no longer accessible).

Please note that deleting a user or their packages is an irreversible change.

How can I remove users from my Business Account?

As an administrator, you can either disable or remove users from your SDX Switch Business Account. To do this, select the 'User Management' menu inside the Administration Panel.

Disable Users

Select the user you wish to disable, and change the role to 'Disabled'. Users will be unable to sign in when their account is disabled.

Delete Users

Select the 'Delete Users' option from within 'User Management' to permanently remove a user account, this option cannot be reversed. Upon deleting a user, you will get the option to either transfer all their packages to another user, or to delete their packages altogether.

Can I define role-based privileges?

Disabled

This prevents the affected user from even signing into the client – meaning they will not be able to send or receive packages.

Read Only

This means that the user is only able to access secure packages that have been associated to themselves. If the user has been assigned a 'Read Only' role, they will be unable to create their own packages to send to other people.

Limited Author

As a SDX Switch Limited Author you are able to access secure packages that have been associated to you and will be only be able to create your own packages to send to other paying subscribers. You will not be able to send secure packages to free users.

Author

A SDX Switch Author is a type of user who can create and share secure packages using the SDX Switch Client. As first time users are given a number of credits for free, everyone who signs up for an SDX Switch ID is automatically an Author until these credits are used. If you are a member of an SDX Switch Business account, an Author entitles you to create and share unlimited packages.

Auditor

As a SDX Switch Auditor you are not only able to create and share SDX Switch packages, but also view packages created by any SDX Switch user account listed under the same organisation.

Power User

As a SDX Switch Power User you are not only able to create and share SDX Switch packages, but also view and modify packages by any SDX Switch user account listed under the same organisation.

Administrator

As a SDX Switch Administrator you have full unrestricted access to SDX Switch packages and users listed under the same organisation. An SDX Switch Administrator also has the ability to modify existing individual roles as well as remove legacy user accounts from the system.

Additional account privileges:

Can reset passwords (Help Desk)

This privilege allows the designated person(s) to reset passwords for fellow users in their business account. Passwords can either be changed explicitly, or the help desk can send out a password reset email and secret code to the affected user.

Can invite new users

This privilege allows the designated person(s) to invite new users into the business account.

Access to Payment Settings

This elevated privilege is available on request to all user roles and provides full access to billing history. This includes payment settings and account transactions that have taken place since the SDX Switch account was first created.

SDX Secure Email

Why am I getting a message saying access denied?

When you see this message it is because you are not an authorised recipient of the secure email, this could be for one of the following reasons:

  • The email address that the secure email was sent to is different to the email address that you are using to sign into your Switch account, or
  • The secure email was forwarded to your email address, meaning that you were not the original recipient of the email.

To gain access to the package you need to request access from the author of the email. You will have the option to do this below where you are seeing the ‘Access Denied’ message; once the author has granted you access you will be notified via email.

How do I open a Secure Email online?

If you do not have the SDX Switch Client for Desktops or Mobiles installed, you have the option to open the SDX Switch Secure Email or Large File online.

To do so, click on the link inside the email to access the Secure Email or package. This will prompt you with a sign-in page asking for your SDX Switch ID and password. After signing in, the Secure Email will then open. Attachments can be opened by simply clicking on them.

There is the option to reply to emails as well, free of charge.

How do I reply to a secure email online?

Once you have been able to sign in to view the secure email, a reply button is displayed that you can click on the top left-hand side. This will display an email editor allowing you to compose your reply. You can add optional attachments by clicking the 'Choose File' or 'Browse...' button above the email body.

Once you have finished writing your message and added any attachments required, you are ready to send your message securely.

Please note: before pressing 'Send Secure' it is recommended that you ensure the 'Send me a copy of this email' option is ticked so you have a copy of the email.

SDX Desktop Client

Receiving a Winmail.dat file inside a secure message

If you or your recipients are receiving a winmail.dat attachment inside a secure email, there will be a misconfiguration on the sender's side, either in Outlook or their Exchange.

Please pass this information on to the sender's IT department:

When the SDX Gateway receives the email from the Exchange, it wraps everything up in a .switch file and occasionally a Winmail.dat attachment is included. Unfortunately in certain instances the Exchange may not be able to process the email correctly (a known issue with Microsoft -http://support.microsoft.com/kb/278061) before passing it on to Gateway.

The attachment seems to be lost already before SDX Switch processes the message for encryption. As the linked article suggests, it could be a variety of reasons so we have come up with the following suggestions:

We encourage you to look at whether these senders are using RTF instead of the default HTML formatting or any of the causes listed in that article. This can even be on a per-recipient basis, ie. it will send as RTF to a specific person.

Changing an attribute in the actual contact on the Global Address List may resolve the issue, below are a number of screenshots and steps for each version of Exchange:

Exchange 2000/2003:

1. Run the Exchange System Manager program.

2. In the left panel go to Global Settings/ Internet Message Formats/ Standard.

3. In the context menu choose Properties and go to the Advanced tab.

4. Set the Exchange rich-text format option into Never use.

Exchange 2000/2003


Exchange 2007/2010:

1. Run the Exchange System Manager program.

2. In the left panel go to Global Settings | Internet Message Formats | Standard.

3. In the context menu choose Properties and go to the Advanced tab.

4. Set the Exchange rich-text format option into Never use.

Exchange 2007/2010



Exchange 2013:

1. Open Exchange Management Shell.

2. To see your current settings please run the following command:
Get-RemoteDomain | Where {$_.TNEFEnabled -ne $false}

Exchange 2013


4. For each Remote domain, please run the following command:
Set-RemoteDomain -Identity DomainName -TNEFEnabled $false

If you experience this issue please contact your Systems Administrator who will be able to resolve this issue.

How can I enable SDX Switch Client logging? (Version 4.1 onwards)

This article aims to explain how to enable logging for troubleshooting purposes on a machine with the 4.1 version of the Client or onwards installed.

In order to enable logging, click on the SDX Switch tray icon in your notification area usually located on the bottom right-hand side of your screen and follow the instructions below:

1. Click on the '?' and select 'About'.

How can I enable SDX Switch Client logging
 


2. Once enabled, an 'Open in Explorer' button will appear next to the logging status.

How can I enable SDX Switch Client logging
 

Clicking on 'Open in Explorer' will open up the location of where your logs are saved. By default this will be in C:\Users\[USER]\AppData\Local\Temp\switch\logs

I have received a 'Custom UI Runtime Error in Switch' in Outlook

Issue

There are certain instances in which an error message appears if you have the Outlook Add-in installed on your machine and you navigate to the Outlook Calendar as seen below:

Custom UI Runtime Error in Switch


Resolution

Outlook 2007

In order to resolve this issue, please navigate to your Outlook Options. In Outlook 2007 this is accessible by clicking Tools>Options>Other>Advanced Options. Please ensure you have navigated to the options shown below, making sure that 'Show Add-in user interface errors' is unticked. 

Custom UI Runtime Error in Switch

Outlook 2010 and above

In order to resolve this issue, please navigate to your Outlook Options. In Outlook 2010 and 2013 this is accessible by clicking File>Options. Please ensure you have navigated to the options shown below, making sure that 'Show Add-in user interface errors' is unticked. 

Custom UI Runtime Error in Switch

This will disable the developer mode and the error message will no longer appear. If you are still experiencing problems with this error message, please contact Egress Support.

Receiving an SSL/TLS error or 'Cannot connect to remote server' when signing in

This article aims to resolve the SSL/TLS errors or the 'Cannot connect to remote server' error that may occur when a user is signing into the SDX Switch Client.

If a user is using the Client through a proxy or firewall, they may receive the errors mentioned above.

This is usually caused by the proxy or firewall blocking the URLs that the Switch Client needs to connect to in order to verify the validity of our SSL certificates.

The issue can be resolved by adding exceptions for the following URLs:

For Cloud Services:

https://bucket.s3.amazonaws.com/

Additionally, ports 80 and 443 should be open to allow access for switch.securedigitalexchange.com

What have I sent securely?

From the SDX Switch Client software or SDX Switch Administration Panel, select 'My Packages' or 'Sent Packages'.  This will list anything you have sent securely; whether that was by secure email, file upload, CD, or USB.

You can manage this information in real-time by double clicking the package and selecting the properties you would like to change. To enable these changes make sure to click 'OK' afterwards.

Which version of Outlook are supported?

The SDX Switch Client for Windows supports both 32 and 64-bit versions of Windows Vista/7/8/10.

Please find the Outlook version compatibility table below:

Outlook Version Switch Client Version
2003 v4.0
2007 (SP3 required) v4.26
2010 v4.26 and higher
2013 v4.26 and higher
2016 v4.62 and higher
The Switch Outlook Add-in is not displayed

This page will provide guidance on steps you can take if the SDX Switch Outlook Add-in is not displayed.

Please note: if the user has the role of 'Read Only' the buttons in Outlook will not be displayed. If however the user is not a limited user please follow the steps below according to the version of Outlook that they are using.

MS Outlook 2003:

  1. Navigate to 'Tools' in the Outlook toolbar.
  2. Scroll down the tools menu and select 'Options'.
  3. Select 'Other' tab and then select 'Advanced Options'.
  4. Click 'COM Add-ins' and ensure that 'Egress Switch' or 'Switch' is ticked. Press 'OK' (A restart of Outlook may be required'.

MS Outlook 2007:

  1. Navigate to 'Tools' in the Outlook toolbar.
  2. Scroll down the Tools menu and select 'Trust Center'.
  3. Select 'Add-ins' and you will find a list of available MS Outlook Add-ins including Switch.
  4. If the Switch Add-in appears in the disabled list, select the drop down menu at the bottom of the screen and select 'Disabled Add-ins'. Press 'Go'.
  5. Select the Switch add-in and click 'Enable'. Click 'Close'.
  6. Select the drop down menu and select ‘COM Add-ins’. Press ‘Go’.
  7. Please ensure that ‘Egress Switch’ is ticked. Press ‘OK’ (A restart of Outlook may be required).

MS Outlook 2010/2013:

  1. Go to 'File' in the Outlook toolbar and select 'Options'.
  2. Select 'Add-ins' and you will see a list of active, inactive and disabled add-ins.
  3. If the Switch Add-in appears in the disabled list, select the drop down menu at the bottom of the screen and select 'Disabled Add-ins'. Press 'Go'.
  4. Select the Switch add-in and click 'Enable'. Click 'Close'.
  5. Select the drop down menu and select ‘COM Add-ins’. Press ‘Go’.
  6. Please ensure that ‘Egress Switch’ is ticked. Press ‘OK’ (A restart of Outlook may be required).
Creating a Package

The 'Create Package' option within the SDX Switch Client allows you to transfer electronic data securely with means other than email.  It supports the following data exchange mechanisms:

  • Upload to SDX Australian Cloud (Large File Transfer)
  • Secure CDs/DVDs
  • Switch Package (for USB or saving locally)
  • Secure Email Attachment

No matter how you transfer information with SDX, the information and contents are always secure and you will remain in real-time control with full visibility of audit logs and delivery reports.

Which Client version do I have?
To find out which version you have installed, click on the SDX Switch system tray icon on the bottom right-hand side of your screen.  From there, click the Question Mark icon in the top right and then 'About'. The version is listed there.
Where can I find the latest version of SDX Switch?
The latest version of the SDX Switch Client for all operating systems can be found here.
Has someone read my SDX Switch email?

Yes. Any successful and failed attempts to access an SDX Switch email are audited. These audit logs are never deleted and can be accessed via 'Sent Packages' in the Client software, or on your SDX Switch Administration Panel.

Once you click the appropriate package, the 'Package properties' will open and you can select the 'Audit Events' tab to show any successful and failed attempts in accessing the package.

What is 'Sent Packages'?

This guide provides an overview of functionality available within 'Sent Packages'.

Instructions

'Sent Packages' displays a list of all secure packages you have sent; whether that is via email, large file transfer, USB, etc.

This gives you the ability to manage secure information in real-time meaning even after information has left your organisation you remain in control. You have the ability to:

  • Revoke Access - By revoking access to a message you instantly remove the recipients' ability to open the package.
  • Control who accesses your information - Modify this list of people in real-time. Any changes take place immediately.
  • Control when people are able to access your information - Set, or modify time restrictions in real-time. Any changes take place immediately.
  • View audit logs - Audit logs displays all information about a package, including who has accessed it, when and where from. Failed attempts are also logged.
  • Delivery Reports - Displays a list of users who have successfully opened your secure package.
How will it work if I encrypt an email to a distribution list?
The SDX Switch Client for Windows seamlessly expands the distribution list; meaning every user part of the list will be able to access the secure email, if the users have registered an SDX Switch account.
I am experiencing a 'Member Not Found' error message

If you are on SDX Switch Client 4.6 or below, you may see a 'Member Not Found' error when trying to forward or reply to old emails. This issue has since been rectified. 

Please upgrade your SDX Switch client - the latest version can be found here.

I receive an 'Error 2755' when installing SDX Switch

This error might occur if the temporary install location becomes full or inaccessible.  A typical example is installing from a compressed archive, or across a network.

To rectify this, please extract all of the installation files from the compressed file to a local hard drive and run the setup wizard again.

SDXTray.exe still running when user ends the session in a Citrix environment

Depending on the exact configuration of your Citrix environment, you may find that the SDXTray.exe process is still running after ending the session. This could mean the session never terminates on the server and will continue to use resources.

If this is happening in your Citrix environment, please follow these instructions:

1. Add SDXTray.exe to the following registry key:
    [HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Terminal Server\Sysprocs]
 

2. This will tell the system that the process may be safely terminated automatically.
     Value name: SDXTray.exe
     Data type: REG_DWORD
     Base: Hex
     Value data: 0

Why do I get a 'Switch Service Has Not Started' error?

The most common reason why the SDX Switch Service is prevented from starting is a bug within the .NET 2.0 Framework (no Service Pack). The issue typically occurs within corporate environments that have firewall or proxy restrictions in place to prevent a system service from accessing the Internet.

The SDX Service executable is digitally signed when the service is started by Windows. It attempts to verify the digital signature. Because your network may have prevented Internet access from the System account and because of the known bug in .NET 2.0 (No Service Pack), the service will fail to start.

Microsoft provided a fix for this problem in .NET 2.0 Service Pack 2 (and later). It is recommended that you upgrade to the latest version of .NET 2.0

System Requirements for SDX Switch

The SDX Switch Client for Windows is available for Microsoft Windows XP or later.

These can be downloaded here.

Please note: The minimum requirements displayed next to each download should be met as not all versions of the SDX Switch Client are compatible with each version of Windows.

Our latest version of the Switch Client for Windows requires the following prerequisites:

  • Microsoft Windows Vista/7/8/8.1/10
  • Microsoft Office 2010/2013/2016
  • Microsoft Visual Studio 2010 Tools for Office Runtime
  • Microsoft .NET 4.5 or later

If you are not sure what version of the SDX Switch Client for Windows is appropriate, please contact Customer Service who can assist you.

I receive an 'Error 1720' when installing SDX Switch

 

If you encounter the following error:

'Product: Egress Switch - Error 1720. There is a problem with this Windows installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor. Customer action xxxxxx script error -2147217406, : Line 1, Column 1'.

This could indicate a problem with your Windows Management Instrumentation (WMI) also known as the winmgmt service.

Please follow the instructions provided by Microsoft to backup, salvage and reset your WMI Repository following this link: http://msdn.microsoft.com/en-us/library/aa394525(VS.85).aspx
Does SDX Switch work through a proxy server?

There are a variety of ways your computer can be connected to the Internet. We have tested SDX Switch in many different configurations and there should be no issues with the following environments:

  • Directly Connected to the Internet.
  • Behind a NAT firewall/router.
  • Behind Microsoft ISA server.

If you think you are experiencing a connectivity problem and are unable to sign in to the SDX Switch network please contact your network administrator. Issues are generally specific to your network environment and can be easily resolved. 

How can I enable SDX Switch Client logging? (Version 4)

If you have been asked to enable client logging for troubleshooting purposes, please navigate to the installation path. Typically this is in one of the following locations:

  • 32 Bit: C:\Program Files\Egress\Switch
  • 64 Bit: C:\Program Files (x86)\Egress\Switch

From here, please open SwitchSupport.exe

How can I enable SDX Switch Client logging V4

To enable client logs, click 'Enable full client logging'.  At this point, you will be asked to restart the SDX Switch Tray.  Choose to 'Restart Egress Switch'.

Egress logs are now enabled, with files writing to C:\EgressLogs by default.

Installing the Mac Client

SDX Switch for Mac OS X supports intelligent multi-layered authentication designed to guarantee end-to-end information assurance when sharing personal or sensitive data with 3rd parties.

The SDX Switch Client for Mac is compatible with OS X 10.6 or later and is available from the Mac App Store.

Alternatively, you can download the Mac Client by opening the Mac App Store and searching for 'Egress Switch':

Installing the Mac Client

1. Once loaded, click the button labelled 'Free' which will then change to 'Install App'. Click this once more and you will then be prompted to sign in with your Apple ID and password.

2. Now that you have signed in, SDX Switch will start to install.

3. Once installed, you can find the Switch Client in Launchpad.

Installing the Mac Client

When opening the SDX Switch Client for Mac you will be asked to sign in with your Switch ID and password. If you have not already created an account, you can do so via the client by clicking 'Don't have an account?'

Installing the Mac Client

If you are having trouble downloading or installing the Mac Client, please do not hesitate to contact SDX Support.

Opening an SDX Secure Package on the Mac Client

Please note that you will need to have installed the SDX Switch Client for Mac already.

If you have received an encrypted email, click the attached '.switch' file to open it. You will be prompted to sign in with your Switch ID and password.

If you have not already created an account, you can do so via the Client by clicking 'Don't have an account?'

Once you have signed in, you will be able to access the secure package.

Uploading large files securely with Mac Client

In order to upload a large file securely, please sign into the Mac client with your SDX Switch ID and password.  If you have not already created an account, you can do so via the client by clicking 'Don't have an account?'

  1. Having signed in, you can click 'Create Package' to upload large files.
  2. Attach the relevant files and choose 'Cloud Upload'.
  3. The upload will begin and it will ask you if you want to send a notification link to the end user.
  4. Ensure the tick-box is ticked and click Close. A new message will load automatically to your defined recipients containing the link they need to download the files.
  5. Once sent, your recipients will be able to access the large files by clicking on the link received and signing in with their Switch credentials.
System Requirements
The SDX Switch Client for Mac requires Mac OS X v10.6 (Snow Leopard) or later.
Installation

The easiest way to install SDX Switch on a Mac is by going into the ‘App Store’ and then searching for Egress Switch in the search box.

Once you have searched for the Egress Switch app, you should be able to see this in the search results. If you then click onto the app you can then download for free. 

Enabling VSTO to display detailed error of why the Switch Add-in is not loading

This can be enabled to display detailed error messages when loading VSTO add-ins, such as the SDX Switch add-in.

1. Make sure Outlook is closed:

2. Select Computer Properties:

  • Click Windows Start Menu
  • Right-click on Computer and select 'Properties' (Highlighted below)
Enabling VSTO to display detailed error

3. Locate System Properties dialog by selecting 'Advanced System Setting':

Enabling VSTO to display detailed error

4. Select environment variables:

Enabling VSTO to display detailed error

5. Select 'New' and enter 'VSTO_SUPPRESSDISPLAYALERTS' with a value of zero (0):

Enabling VSTO to display detailed error

6. Click 'OK' and restart Microsoft Outlook;

7.Go to Options\AddIns in Outlook and try and enable the Egress Switch Add-in. You should now get the full error of why the addin is not loading.

SDX Switch Mobile Apps

How do I control package details on my iOS device?

Once you have navigated to 'Sent Packages' on the Switch iOS app and have selected the package you require, the below view will appear:

How do I control package details on my iOS device

Where you see an arrow next to the listed item, you will be able to select the item from the list and make changes to it.

An example could be selecting the subject and changing it from 'Test email' to 'Test email 2'.

Key features:

1. Ability to change the status of the message.

2. Change the classification of the package.

3. Add users to the access list.

4. See who has accessed the package via the delivery reports.

5. Real-time audit events.

6. Ability to modify time restrictions.

If you are experiencing any problems with this please do not hesitate to contact SDX Customer Support.

How do I manage my access requests on my iOS device?

If you have received an access request via email, you can manage this by accessing the 'Access Requests' tab on the Switch app. Your screen may be similar to the image below:

How do I manage my access requests on my iOS device

Once you have selected this request, you should see a pending access request at the top of your screen:

How do I manage my access requests on my iOS device

Selecting 'Pending access requests' will allow you to see the person's name and email address along with a message if they have included one. You can now choose to 'Approve' or 'Deny' the user from accessing this email. Be sure to click 'Save' once you have finished.

How do I manage my access requests on my iOS device

If you have any issues or questions please do not hesitate to contact SDX Customer Support.

Using the Microsoft Outlook mobile app with the Switch mobile apps

If you are viewing a SDX Secure Email on your Outlook for Mobile app, clicking on the .switch attachment will not show you the option to open it in the Switch for iOS or Android Client immediately.

To open the secure email, simply tap on the SDX Switch attachment above the email. Once on the attachment's page, click 'Share' which will give you the option to open the Switch Package inside the Switch app.

When selected, you will then be prompted to sign in with your SDX Switch User ID and password if you do not have automatic sign-in enabled on your account.

Your SDX Switch Package will then open inside the Switch mobile app.

How can I access a secure email on my iOS device?

There are two methods to opening a Switch email from your iOS device;

1. The recommended option is to download the Switch app onto your iOS device via the App Store. Simply search for 'Egress Switch' on the App Store and download the app.

a. Once downloaded, you will be able to open the .switch attachment that is attached to the secure email. Select 'Open with Switch' and the Switch app will load, prompting you to sign in. When you sign in with your Switch ID credentials you will be able to view the message.

2. The alternative option is to click on the link inside the email which says 'Click to read this secure email online', which will prompt your web browser to appear with a sign-in screen.

When you sign in with your credentials you will be able to view and reply to the message from within this web page.

How do I create and send securely on my iOS device?

The iOS app allows you to create emails and send secure replies. To use this, you will need to download the Switch app from the App Store on your iOS device. Alternatively, please visit this link to download the app: https://itunes.apple.com/gb/app/egress-switch/id497714792

Once you have downloaded the app onto your device and have signed in with your SDX Switch credentials you will be able to create and respond to emails.

For a step-by-step guide please refer to our iOS guide.

How do I create and send securely on my Android device?

Once the Egress Switch app has been installed on your Android device, you will be prompted to sign in with your SDX Switch ID and password.

After you have signed in, your screen should be similar to below:

How do I create and send securely on my Android device

In order to create a new message, click the button on the top right. Your screen will now look similar to below:

How do I create and send securely on my Android device

You can now enter the recipient's email address, the subject and the message you wish to send:

How do I create and send securely on my Android device

If you click the Send button, you will be asked to select an application to send the secure message with, we suggest using your default Email app(this is a one-off process).

How do I create and send securely on my Android device

Now that you have selected 'Email', the email application will open with the secure package inside:

How do I create and send securely on my Android device

You can now send the secure email to the recipient.

If you have any questions, please do not hesitate to contact SDX Customer Support.

How can I access a secure email on my BlackBerry?

SDX provides two methods of accessing SDX Switch encrypted emails or packages on BlackBerry devices:

1. Using Switch for BlackBerry app (for OS v4-7):

i. On your BlackBerry device, open the web browser and navigate to: http://m.egress.com to download the app.

ii. Now that Switch for BlackBerry is installed and configured, you can simply click any Switch package which you receive in an email and select 'Open Attachment'.

2. Using Switch Web Reader:

i. In the secure email that you received it will state 'Click to read this secure email online'. Clicking on that link will open up your BlackBerry browser and navigate to the SDX Switch Web Access feature we provide with a sign-in window.

Once you have signed in you will be redirected to view the secure email or package online with the functionality to download any attachments and reply if necessary.

Secure Workspace

Are there any file size or type upload limitations?
By default there are no restrictions or limits to the types of files that can be uploaded to SDX Secure Workspace, however these can be restricted in policy by system administrators.
Can you control online editing of documents?

SDX Workspace provides real-time online document editing within the secure infrastructure.

Based on defined security policies users can be forced to edit content online and prevented from downloading and printing, depending on the individual organisations requirements.

Can you give users different access rights?

SDX Workspace offers the ability to apply granular permissions based on individual user roles to all aspects of the secure environment.

This ranges from system access rights to specific file access permissions and user interface configuration.