You may encounter an error message that states there was a problem accessing the package because the package is unknown to the server:

This error usually occurs when the email fails to upload correctly on the sender's side. If you are the recipient, please advise them of the following causes and resolutions.

This error could have been caused by:

• The user changes their password but fails to log out and back in.
• Connectivity issues when sending the email cause the email to fail to upload and become stuck in the outbox.

This issue should be resolved if the sender logs out and returns to their account. Alternatively, the recipient can try forwarding the secure email to open@reader.egress.com, which will send a new link to try to access the email.