Troubleshooting Secure Email Messages

The HIPAA Security Rule (45 CFR § 164.312 ) requires that covered entities provide adequate safeguards to protect the integrity of ePHI and prevent unauthorized access. In an effort to protect patient information and comply with federal regulation, Myriad utilizes a secure messaging platform when transmitting sensitive or protected information via email.

If you are experiencing issues viewing or replying to a secure email message that you have received from Myriad, please follow the steps on this page.

Messages can only be read by the intended recipients. For the safety of our patients, forwarding is not allowed. If you need to add others to a secured message thread, please contact the sender at Myriad and they can add the participants on their end.

How to Authenticate

To prevent unauthorized access, you must confirm your identity in order to access encrypted messages sent to you by Myriad. This verification can be done in several different ways, depending on what email platform your organization uses. The guidance below is summarized from Microsoft's How Do I Open a Protected Message page, which is how Myriad delivers encrypted emails to you.

Which email platform are you using?

  • Microsoft O365 | Automatic Login
    • If you use the Office 365 Outlook client, or Outlook for Web, authentication should be automatic.
    • The email address that the message was sent to must be associated with the Microsoft account that you are logged in with. Logging in with a different Microsoft account will not work.
    • Microsoft Exchange servers that do not use the Office 365 Cloud platform may require the use of a one-time passcode.
    • If for any reason you cannot access the secured message using your Microsoft work account, you will need to use the one-time passcode option instead.
  • Gmail | Automatic Login
    • You can authenticate your identity using your Gmail account.
    • The email address that the secure message was sent to must match your gmail account in order for this option to work.
    • Additional info can be found on this Microsoft page.
    • If for any reason you cannot access the secured message using your gmail account, you will need to use the one-time passcode option instead.
  • Yahoo | Automatic Login
    • You can authenticate your identity using your Yahoo account.
    • The email address that the secure message was sent to must match your Yahoo account in order for this option to work.
    • If for any reason you cannot access the secured message using your Yahoo account, you will need to use the one-time passcode option instead.
  • All Other Email Platforms | One-Time Passcode
    • For other mail systems you will need to click the button to receive a one-time passcode.
    • Select Read the message to request a single-use code
    • You'll be redirected to a page where you can sign in and receive a code. Check your email for the single-use code. Enter the code in the browser window, then select Continue to read your message.

One-Time Passcode Tips

  • If you are on a private computer that only you use, there is a small checkbox that you can select to stay logged in for 12 hours.
  • Click the checkbox if you find that you are having to regularly re-request an access code.
  • The one-time passcode will be delivered from [email protected].
  • Make sure to check your junk/spam folders, as your system may be filtering emails from messaging.microsoft.com.
  • If you cannot find your passcode in your inbox or in your junk, your Email Administrator will need to look to see if it is being blocked by your email system.

Troubleshooting Org-Wide Issues

If your entire team or department is having issues accessing encrypted emails from Myriad, it may be that your organization's email system has a configuration that is selectively restricting message delivery. To help identify & fix these issues quickly, our IT team at Myriad will need you to help us coordinate with your organization's Email Administrators.



Additional Resources & Info for Email System Administrators

Are you an Email Administrator who is looking for information?

  • Myriad primarily uses Microsoft Office 365 for email delivery.
  • For secured messaging, we use Microsoft Purivew.
  • Please ensure that you are allowing email and web traffic from Microsoft's list of O365 IP's: O365 Worldwide URL's and IP Addresses
  • Myriad primarily sends emails from these domains:
    • @myriad.com
    • @myriadgenetics.eu
    • @genesight.com
  • These Microsoft Domains are also important for the delivery of One-Time Passcodes:
    • @messaging.microsoft.com

Still having issues?

If you have followed the relevant steps above and continue to experience problems viewing or replying to secure email messages, please have your Myriad contact submit a helpdesk ticket to Myriad’s IT department.

Myriad employees can find contact info for the internal IT email team listed here.

We at Myriad Genetic Laboratories value the importance of protecting the privacy and confidentiality of our patients’ information, and apologize for any inconvenience that you have encountered while using the secure email messaging system.

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