MedSecureSend (MSS): Frequently Asked Questions

About MSS Accounts:

Unlike some other services you may be signed up for, MSS accounts do not last forever; they expire after 30 days of inactivity. This way, users have accounts only when they need them, and IRT can better protect the security of this file delivery system. Because accounts are so fluid, therefore, it's easy to create another one whenever you need one.

Q: How do I create my own account?

If you can sign into an MSS account, but can only download files (as pictured above), you currently have a Recipient Account. This is for one of two reasons: Either your full user account has expired after 30 days of inactivity, OR your account was created when someone sent you a file, and you signed in with an email and password in order to retrieve it. Either way, if you have an SUID, you can create yourself a new account with the full range of sending and receiving privileges. You can even use the same username and password

Q: I can sign into my account, but I can't send files. Why not?

A: If you can sign into an MSS account, but can only download files (as pictured above), you currently have a Recipient Account. This is for one of two reasons: Either your full user account has expired after 30 days of inactivity, OR your account was created when someone sent you a file, and you signed in with an email and password in order to retrieve it. Either way, if you have an SUID, you can create yourself a new account with the full range of sending and receiving privileges. You can even use the same username and password.

Q: I have an MSS account, but when I click "Forgot password?" nothing happens. Why?

A: If you get no response for a password reset, it's likely that your account has expired, due to 30 days of inactivity. Never fear; you can simplycreate a new account, with your SUID again, and a new password if necessary.

I am having problems with the "Large File/Folder" applet / I don't have the "Choose File/Folder" option when sending files; what's happening?

A: In order for the "Large File/Folder" upload option to work properly, the latest version of Java must be installed and functioning. For security reasons, some systems or browsers disable Java until it is needed.

Make sure you have the latest version of Java: http://www.java.com/en/download/index.jsp

  • Make sure that your browser is set up to enable Java:
    • Internet Explorer
      1. Click Tools and then Internet Options.
      2. Select the Security tab, and select the Custom Level button.
      3. Scroll down to Scripting of Java applets.
      4. Make sure the Enable radio button is checked.
      5. Click OK to save your preference.
    • Safari
      1. From the Safari browser, go to the Safari menu and select Preferences.
      2. Click on the Security tab.
      3. Check "Enable Java."
      4. Close Safari Preferences window.
    • Chrome
      1. Click on the wrench icon, then select Options.
      2. Select Under the Hood and then Privacy Content Settings.
      3. From the Content Settings panel, go to the Plug-ins section, and select the "Disable individual plug-ins" link to see if Java is enabled.
      4. Click on the Enable link (if the Disable link appears, Java is already enabled).
  • Make sure that Java is enabled on the Java Control Panel/System Preferences.
  • (Mac Only): The newest versions of the operating system disable Java if it hasn't been used in a month. To re-enable it, complete the steps above. If you encounter a website where you need to use Java, a dialogue box will pop up. You must click to re-enable the inactive plugin—but THEN you will need to quit and restart your browser to start using the now-activated plugin. (For a more thorough explanation, read this article on CNET.)

For more help troubleshooting Java, visit their website: http://www.java.com/en/download/help/troubleshoot_java.xml