Secure Email System

Protecting information is vital to PPL

Protecting information is vital to company security. This includes shielding email content from unauthorized readers. Once email passes through PPL security systems, its contents are vulnerable – unless they are properly encrypted.

Wrongful access to confidential or sensitive information could jeopardize our business relations, hurt our competitive position, or lead to legal or regulatory actions.

The PPL Secure Email System encrypts all confidential email and attachments sent outside the company. On this website, you’ll find information on, and instructions, for this process.

Note: PPL updated its email encryption service in August 2011. This website contains information about the new system.

PPL Secure Email System Support

This webpage lists some of the questions you might have about how PPL’s Secure Email System works. In the questions and answers below, you’ll find the following terms:

  • The sender is the PPL person who sent the encrypted email.
  • The recipient is the person whom the original encrypted email was sent to. Because we’re assuming that you’re a potential recipient of an encrypted email, we’ll refer to the recipient as “you.”
  • A colleague is someone you have a business relationship with and who is neither the sender nor the recipient.

This page contains answers to the following questions:

What requirements must you meet to read an encrypted email message?

Each time you try to read an encrypted email message – even if it’s a message you’ve read before – you must:

  • Be on a computer that is connected to the Internet.
  • Use Internet Explorer version 5.5 or later.
  • Enable cookies. (If your computer can’t accept cookies, contact your IT support personnel for assistance.)
Why do you get an error message when you try to read an encrypted email?

Some email services, such as Yahoo Mail and AOL, have difficulty reading encrypted emails. If you get an error when you try to read an encrypted email, you may:

  • Save the attachment (SecureMessageAtt.html) to your hard drive instead of trying to open it directly from the email. Then, open the attachment from your hard drive.
  • Click the View menu. Uncheck the View attachment inline if your mail application has a preview pane and the encrypted email doesn’t look right in it.
How often do you have to go through the authentication process?

You have to go through the authentication process when:

  • Twelve hours have passed since you last went through it.
  • You delete all your Internet Explorer cookies.
  • You check your email on a different computer than the one you authenticated on.
  • You click Logout on the screen that displays the text of the encrypted email.
What do you do if you forget your password?

If you forget your password, click on the Forgot Password link in the Login window.

Secure Email Login Screen

After doing so, you will receive a link to reset your password in your original email client’s Inbox. Click on this link and follow the system prompts to complete the process.

Can you save the message in a decrypted format?

Not directly. What you can do, however, is open the encrypted email and copy its contents to another document format (i.e. Word or Excel). The new document will not be encrypted, so you’ll need to make sure you protect it appropriately.

Can you save attachments in a decrypted format?

Yes. Open the encrypted message and then its attachment. Within the attachment, click File then Save as. Then, select a location in which to save it. The new file will not be encrypted, so you’ll need to make sure you protect it appropriately.

How do you reply to or forward an encrypted message?

First, you have to open the encrypted message so that you can read the contents. When you do this, you’ll see Reply, Reply All and Forward buttons above the text.

You must use these buttons to reply to or forward the message. If you use other buttons, such as the ones that are in your “normal” (or original) email client, your colleague will not be able to decrypt the email.

Replies and forwarded messages to your colleagues will also be encrypted. What your colleague sees depends on whether they have a PPL email address (an email address that ends in @pplweb.com, @lge-ku.com or @westernpower.co.uk):

  • A colleague with a non-PPL email address must perform the same authentication process as you do. After that, they will be able to read the email.
  • A colleague with a PPL email address will automatically receive a decrypted version of the email. They can read the email without having to go through the authentication process.

Your email system will not save a copy of your reply or forwarded message. If you want to receive a copy, be sure to click Send me a copy before you send the message.

Can you read an encrypted email on your mobile device, such as a BlackBerry or a Palm?

No. PPL does not support the PPL Secure Email System on a mobile device.

What do you do if you’re having a problem?

If you need information about how to read an encrypted email from PPL’s Secure Email System, please read the printable instructions.

If you’re having a problem using the system, verify that you meet the requirements listed in this section’s first FAQ.

What will you see when you open an encrypted email?

The email that you receive won’t contain any of the sender’s confidential text. Instead, the email includes an attachment. When you open the attachment, it will lead you through an authentication process. (Your Web browser might display one or more security warnings during this process. If that happens, you should select the response that will allow you to continue.) After verifying your identity, you will be able to view the decrypted email message.

For a more detailed explaination, download the printable instructions by clicking here.