External Partners FAQs
- How does the registration work for external partners?
A Novartis associate will initiate the registration by sending an encrypted e-mail to the external partner. The external partner then need to register for Secure Mail with a One-Time-Password which is first transfered to the Novartis associate. After successful registration the external user will receive the encrypted e-mail in one of the possible forms (refer to 'Getting started' for more information).
Note: Please check whether it is deemed necessary to have a “non-disclosure agreement” in place to exchange confidential data with external entities.
- Why do I receive a PDF-form with login (SecurePDF)?
External partners will receive SecurePDF per default. You can prevent the usage of SecurePDF by uploading your personal S/MIME certificate to the Secure Mail service site. For that you need to login to the Secure Mail login page and navigate to 'Preferences'.
Please find the details about S/MIME usage in the user's guide refered to at the bottom of this page. - I forgot/lost my password for Secure Mail.
1. Access the Secure Mail login page
2. Click on Forgot Password
3. Answer the security questions
4. Set new Password
Please note that this only works if you have registered manually for the Secure Mail Web Portal before.
- How do I send secured e-mails to Novartis associates?
External partners that are already registered can send a Secure Mail message over the Secure Mail Web Portal (see Secure Mail login page).
Alternatively you can use the S/MIME-approach and upload your personal S/MIME certificate to the Secure Mail service. Please find the user's guide refered to at the bottom of this page for details. - I need help, who can I contact?
External partners have to inform their Novartis contact who will submit the issue to the Novartis IT Service Desk.
Note: The Novartis IT Service Desk cannot be contacted directly by external partners.
- How can I use my own S/MIME or PGP certificate to communicate with Novartis associates.
If an external partner wants to use S/MIME or OpenPGP certificates the Secure Mail system provides the following possibility:
- Login to the Secure Mail login page.
- Click on Preferences
- Click on Certificates:
- Select the certificate file you would like to import.
- Click Import
- Navigate to Users Preferences
- Change the Security Type to S/MIME or PGP
- Click on Logout
Please find the details about S/MIME usage in the user's guide refered to at the bottom of this page.
- Where can I create or request a S/MIME certificate?
Commercial suppliers of S/MIME certificates are listed below. As a suggestion you can register with one of them:
Symantec (Verisign)
Please find the details about S/MIME usage in the user's guide refered to at the bottom of this page. - Where can I create or request a PGP certificate?
Commercial PGP Software is available from PGP Corporation: www.pgp.com. “PGP Desktop Email“ is sufficient for using PGP with Secure Mail.
Opensource (free) PGP Software is available from GnuGP: http://www.gnupg.org
Recommended opensource (free) implementation for Windows is Gpg4win available from http://www.gpg4win.org/. - I received an error when sending/forwarding an email via Secure Mail Portal to non-Novartis recipients.
Due to security reasons, an external user is not allowed to send Secure Mails to other external users. You are only allowed to send Secure Mails to Novartis internal domains.
- Can I open SecurePDF on a Apple® iOS device?
The PushedPDF totemo mobile reader app allows you to easily read and reply to SecurePDF on any Apple® iOS device.
Please find the guide on how to use the PushedPDF totemo mobile reader app at the bottom of this page.
If you can't find and solve the issue you are looking for please ask your contact person at Novartis to forward your issue to the Novartis IT Service Desk.
