Q1

:

How can my antivirus scanner scan for virus if the email is encrypted?

A1

:

At the current stage, the virus scanning is not part of the TRUSTMatrix either during encryption or decryption. The virus will be encrypted together in the envelope and no antivirus scanner would be able to detect it. In the coming version, TRUSTMatrix would be integrated into end users’ existing antivirus scanner which would be invoked before encryption and after decryption.

Q2

:

What happen if I forget my passphrase? Or I have accidentally deleted my key?

A2

:

TRUSTMatrix Business Edition does provide the content recovery feature. It is a feature which enabled the organization the user works in has the capability to decrypt any encryption documents without the present of the user decryption key.

However, since I can virtually decrypt every message which is encrypted inside the organization, to prevent abuse on the power it poses, the decryption process by organization have to be done with the present of several high level officer that have been identified before the system is deployed. Only with their consent, then the process of decryption can be started.

All activity will be recorded in the audit log for auditing proposes.

Q3

:

How can I send secure email to my friend/colleague/anyone around the world, which does not have TRUSTMatrix installed?

A3

:

TRUSTMatrix Business Edition has a feature named Secure Delivery. Secure Delivery is the feature which allows the TRUSTMatrix user, which is sender to send secure email across continents and around the world. The recipients do not required to have anything installed except a browser which supports SSL/TLS (Https connection).

Organization can even control what kind of information should be read or sent out from organization. This is due to the fact that the secured information never leaves the organization. It is stored in the Secure Delivery server which the server is located inside the organization. Organization even has the ability to block or audit any information sends out.

Q4

:

Can I send to group user? Or alias email account?

A4

:

As with current version (Version 2.0) the group support is not yet supported.

Q5

:

I am not using Microsoft Outlook, how can I send secure email to someone who does has the TRUSTMatrix installed?

A5

:

TRUSTMatrix user has Hotkey feature which provides support for email client other then Microsoft Outlook and Lotus. It is a feature to allow user to encrypt virtually any text on virtually any application which supports operation copy (Ctrl-C) and operation paste (Ctrl-V). User could trigger the encryption and decryption process using a series of key combination, which can be configured by user.

Q6

:

Can I recover my forgotten password?

A6

:

No. TRUSTMatrix has chosen a very strong cryptographic algorithm to store the passphrase. It is not possible to recover forgotten passphrase at the point of this writing. TRUSTMatrix does not have key escrow support either.
However, TRUSTMatrix do support content recovery. (refer Q3)

Q7

:

I am Outlook Express user, can TRUSTMatrix support Microsoft Outlook Express?

A7

:

No, at the time of current version (V2.0). It is scheduled to be in the supported email client list in Version 2.1 and above.

Q8

:

I am Windows Server 2003 user, can I use TRUSTMatrix in my operating system?

A8

:

No. The platform is still under testing in our quality testing lab. It is not yet officially supported.

Q9

:

After use the TRUSTMatrix for sometime, when I right clicked on any thing, why the TRUSTMatrix installer asking for location of an .msi file?

A9

:

It is because the installer has detected there are some key files missing in the system. This is usually some files in your %USERPROFILE%\Application Data\TRUSTMatrix folder which is deleted or missing. Contact your system administrator for further information.

Q10

:

Why a key imported from the key server is invalid? How can I make a key valid inside my Key Manager?

A10

:

In TRUSTMatrix Business Edition, if the key is invalid, it is either one of the following reasons:

1. The current date is before the date of the key is generated. The key is marked as not yet valid.

(This is possible if the user is generating the key under different time zone. If this is the case, the key should be valid after at most 24 hours if the generation date is current date.)

1. The key has already expired
2. The key is not yet registered

(The user can register the key by simply sending the key to key server and ask the system administrator to register the key. After system administrator done with the registration, the key will become valid.)

Q11

:

What is the small dialog prompt out every time when I boot into Windows? Can I disable the dialog? It is annoying.

A11

:

It is the notification dialog for Hotkey module. It shows the key configuration of the current Hotkey. For the current stage, there is no way to disable the dialog. But option will be provided to user in Version 2.1 and above.

Q12

:

When I try to send a secure email, TRUSTMatrix prompts the message “Key is invalid, disabled, expired, revoked or not found”.

A12

:

The system could not find any key that is suitable to encrypt for the designated recipients or any key that is suitable to sign for the sender. Please check your key in Key Manager and make sure they are all valid.

Q13

:

I want to use Microsoft Words to compose email, why the TRUSTMatrix warn me about that?

A13

:

TRUSTMatrix at the current stage does not support Microsoft Words as email composer. This is due to it is an integrated technology between Microsoft Outlook and Microsoft Words.

Q14

:

I can’t see the button encrypt and/or sign when I composing my email, what should I do?

A14

:

TRUSTMatrix button would not visible if the email composer is not supported. The unsupported email composer including Microsoft Words, HTML and Rich Text email. If the mail format is changed to plaintext, the TRUSTMatrix encrypt and/or sign button would be visible.

Q15

:

I want to use HTML to compose email in my Microsoft Outlook, why the TRUSTMatrix does not allow me to do so?

A15

:

Unfortunately due to proprietary format of the HTML format in Microsoft Outlook, we could not support HTML content encryption and/or signing in Microsoft Outlook at the moment.

Q16

:

Why the system sometime prompts for passphrase but sometime does not?

A16

:

Some modules in TRUSTMatrix such as Outlook plugin has cache passphrase feature. The system would cache passphrase for a certain period of time without user need to key in again. But for some modules due to the design of the system, the password caching is not possible to be implemented. Hence for those modules, the passphrase would be always prompted.

Q17

:

Can I encrypt pictures/drawings/executable files?

A17

:

Yes, TRUSTMatrix Encryption Explorer can virtually encrypt ANY type of files provided it is not locked by operating system.

Q18

:

The dialog box which shows every time the windows boot? I want to keep it as I can’t remember what is the combination of keys required to perform encrypt/decrypt/sign/verify.

A18

:

At the current stage, the dialog can’t be kept opened. It will close when the button ok is clicked.

Q19

:

How do I know the key has been revoked if the key already downloaded to my key manager?

A19

:

TRUSTMatrix Key Manager has the feature auto synchronization between Key Manager and key server. This feature will update the latest status from the key server on the keys that already in the list.

Q20

:

I am not using Microsoft Outlook. Is there anyway I can use TRUSTMatrix in my email?

A20

:

Except Microsoft Outlook, TRUSTMatrix also has plugin under Lotus Mail and it is going through our testing procedure. It is expected to be incorporated in version 2.x and above. If there are other email clients such as Eudora or Mozilla Thunderbird is used, the Hotkey would extend the TRUSTMatrix support to those applications. (refer A5)