CRES Encrypted Email - "Incomplete Payload"

[anotthak8]

Has anyone every experienced this error message while sending an encrypted message via CRES? 

What would be a likely cause for this error message?

"Incomplete Payload

An error occurred while decrypting your message. Use your browser's back button to try again, and please wait until the Open button appears to enter your password. If you are using a webmail, try downloading the attachment first. If the open button does not appear, or you see this message again, please ask the sender to resend the message."

Any insight or information will be helpful. Thank you!

[Mathew Huynh · Accepted solution]

Hello Anotthak,

What mail client is currently being used?

As per this error;

Symptoms:
After submitting password and clicking on open, a webpage opens up that gives error called "Incomplete payload"

Solution:
This usually means the securedoc.html has the javascript stripped out and the securedoc.html is corrupted.

Signs that the securedoc.html is corrupted:

1. the size of securedoc.html is less than 99kb. If the size is 14k, then javascript has been stripped out. Usually this is due to the MTA AV program stripping out the javascript.

2. If the securedoc.html is opened in a web browser and there are broken image links, this is an indicator the javascript have been stripped out.

Workaround:
Have the recipient of these mail contact the original sender and have them send again or to a different external email address so that things aren't stripped out.

The recipient can also forward the secure message to mobile@res.cisco.com and it will send a message with a link back to allow them to open the message.

Solution:
- Find out what the MTA AV program is that is stripping out the javascript. It could also be a desktop AV program.

Regards,

Matthew