Use this FAQ to find the answers to commonly asked questions about Cellcrypt mobile before contacting Cellcrypt for support. If you cannot find the answer to your question using this FAQ or your user guide please email Cellcrypt on support_at_cellcrypt.com. This FAQ refers to the Cellcrypt Mobile manual for further information.
Q1: What is a secure voice call?
Secure call is where the voice data is encrypted end-to-end in order to ensure the integrity of the information is not compromised and where an eavesdropper cannot break into and decrypt the voice data. Furthermore, Cellcrypt also ensures forward secrecy. Read more from crypto white paper, this can be found at http://www.cellcrypt.com/mobile.
Q2: What phones are compatible with the service?
At present Cellcrypt is compatible with a range of Nokia and Windows phones. This list is constantly reviewed and updated to include new compatible range of phones. If a Nokia phone has recently been launched then it may take a short while before it appears on Cellcrypt's list. This is because Cellcrypt rigorously tests new phones to ensure full compatibility.
Q3: What tariff plan do I require to use the service?
You will require a mobile data plan which supports 3G, Edge and / or GPRS. Cellcrypt recommends the best possible data plan which enables the maximum bandwidth. This is because the voice quality depends on the data connection speed.
Q4: What charges would I incur from my mobile phone operator to use the service?
As the calls are VOIP based therefore you will only pay for the data charges. As far as you make secure calls via Cellcrypt you will not have to pay any airtime charges to your phone operator. You will only pay for the cost of data calls made.
Q5: How secure is my voice call?
Your voice call on Cellcrypt is based on state of the art encryption technology. Our encryption method is extremely resilient to malignant attacks. An hacker would require 2^128 steps to break into the voice stream, this would take 20 years for a conventional computer to break into. For technical details regarding the algorithms used please refer to Cellcrypt's crypto white paper, this can be downloaded at http://www.cellcrypt.com/mobile .
Q6: Can I send secure text messages?
At present you can't send secured text messages, however this functionality may be incorporated in future release.
Q7: Can I make secure international phone calls?
You can make secured voice call anywhere across the globe as far as the calling parties satisfy the following conditions:
Access to WIFI network with data speed of up to and over 12KB/sec. This is an alternative option in case where mobile internet is not available or has low data connectivity.
Q8: Do you support RIM's Blackberry?
Cellcrypt will be releasing mobile client for Blackberry during 2009. This would enable you to use your Blackberry in order to make secure calls. At present the service is compatible with a range of Nokia and Windows based phones.
Q9: How long does it take for configuration and installation of Cellcrypt client and to make the first secure call?
It can take up to 20 minutes for the installation process, once completed; secured phone calls can be made straight away.
Q10: What could be the security implications in case of loss of my mobile handset?
Since Cellcrypt grantees forward secrecy a lost handset does not make your past communication vulnerable. You should disable the phone via management console to prevent anyone impersonating you over the phone. The phone can no longer be used for making secure voice calls once it's disabled from Cellcrypt's management console.
Q11: What data plan do I require to use the service?
Ideally, you should use the business grade data plan which would enable a high speed data on a 3G or 2G network. If you frequently travel abroad then consult your network operator to ensure that you will receive an uninterrupted service on a budget that fits your pocket.
Q12: How can I minimize the data charges from my network operator?
You can configure your phone to opt for a WIFI network when available. This would not only minimize the data charges from your network operator but at the same time enhance voice quality and prolong battery life.
Q13: Can I make secured voice calls if I am connected to an unsecured WIFI network?
Voice calls are encrypted and decrypted on the handsets therefore you can make secure calls even if you are connected to an unsecured WIFI.
Q14: What is the, minimum data connection speed required to use the service?
You require a minimum speed of 12Kbits/sec, this means you can use the service on 3G and EDGE / GPRS and WIFI network. The quality of sound is directly proportional to the data connection speed of the calling parties.
Q15: Why are my calls routed via Cellcrypt switch? How does this affect the integrity of my secured calls? How can I rule out the possibility of a backdoor?
Calls are encrypted and decrypted on the end points or the handsets, the encryption keys are not stored with Cellcrypt and there is no way to tap into and listen to the conversation.
Cellcrypt offers a service for its clients to conduct an audit of its systems through an independent auditor. Please contact Cellcrypt sales for more information.
Cellcrypt deliberately disables the record function on your handset whilst you are making a secured call. This prevents you and other party to record the conversation and gives you added confidence.
Use this FAQ to find the answers to common technical questions before contacting Cellcrypt for support. If you cannot find the answer to your question using this FAQ or your user guide please email Cellcrypt on support_at_cellcrypt.com. This FAQ refers to the Cellcrypt Mobile manual for further information.
INSTALLATION SUPPORT
Q1: I have received the installation SMS message but cannot download the application.
If you cannot download the application it may be because mobile broadband access is not enabled on your SIM card.
Contact your mobile phone network operator to enable mobile broadband with VPN support on your mobile phone. For more details refer to Cellcrypt manual.
Q2: I get a message "Packet data not available" either when using Cellcrypt or downloading the application.
"Packet data not available" error message indicates that mobile broadband is not enabled on your SIM card. Contact your mobile phone network operator to enable GPRS / 3G based mobile broadband on your mobile phone. For more details refer to Cellcrypt manual.
Q3: I am getting "Invalid certificate" error when trying to download Cellcrypt application
Check that date / time is correct on your phone. Go to Menu > Tools > Settings > Date and Time. Incorrect date will invalidate your phones security certificate.
Q4: How to test that my SIM card is configured properly?
The only reliable test is to see if you can get Cellcrypt online and complete a secure call. Once the application is open it will attempt to go online and if successful, it will report “Online”. Once you are in an online mode, you should be able to make a secure call. You can also try using your mobile web browser to access a common web page to see if you can go online. However this does not mean that Cellcrypt will work. In some cased your SIM card may be set to allow WAP access only or your mobile operator may be blocking UDP packets. For more details refer to Cellcrypt manual.
Q5: I have installed the application but it only displays "Installing..." and nothing seems to happen.
Once the software is installed it needs to generate the encryption key material. This may take up to 20 minutes but will only happen once, at the time of installation.
Q6: I have installed the application and Cellcrypt reports "Connecting..." and nothing happens.
It is normal for the application to report "Connecting..." for up to 2 minutes. However, if the status message does not change to "Online" within 5 minutes this would indicate a problem with your SIM card. Contact your mobile phone network operator to enable GPRS / 3G based mobile broadband with VPN support on your mobile phone. For more details refer to Cellcrypt manual.
Q7: I have installed the application and Cellcrypt reports "Registering..." and nothing happens.
It is normal for the application to report "Registering..." for 30 to 45 seconds. If the status message does not change to “Online” within 2 minutes this would indicate a problem with your SIM card. Contact your mobile phone network operator to activate GPRS / 3G based mobile broadband on your mobile phone.
Q8: I am dialling a number manually with the 888 prefix and get an error "Number not in use" or "Network error".
The Nokia platform occasionally does not handover a secure call correctly to Cellcrypt. Try dialling again. This usually resolves the issue. If the issue is not resolved it indicates that the Cellcrypt Mobile application is not running. Open the application following instructions on the Cellcrypt manual.
Q9: I cannot dial numbers manually when the Cellcrypt application is active.
Manual dialling is currently only supported from the phone main screen. You cannot dial numbers manually if you have the Cellcrypt application open. Select "Hide" to hide the Cellcrypt application and display the phone main screen.
Q10: The application has gone "OFFLINE" after a while.
The conserve battery the application is by default going offline after 15 minutes of inactivity. You can change this behaviour by changing the Online Timeout setting to "Always online" in the application settings. Navigate to Options > Tools > Settings and scroll down to the last item called "Online Timeout". Read more in Cellcrypt manual.
Q11: Securing a call takes a long time.
The first call to a new number will always take longer to connect because keys must be exchanged, but subsequent calls will connect faster. If the call does not connect within 120 seconds hang-up and try calling again. Once the keys are exchanged subsequent calls connect in less than 5 seconds.
Q12: When receiving a call I only see an "Incoming call" alert and NOT the caller ID.
Cellcrypt Mobile does not display caller information before the link is secure. Next version of Cellcrypt mobile will secure the link earlier and display caller information when the phone is ringing.
Q13: There is a long delay before I hear the other person's voice.
On bad mobile network conditions the voice delay, also called voice latency may be high. Check your mobile signal quality and move to a better reception area. On intercontinental calls the voice latency may also be high at times. Try using 3G or WiFi to improve the voice latency. Read more from Cellcrypt Manual.
Q14: The voice quality is very choppy.
Deteriorated mobile network conditions particularly in case of intercontinental calls you may experience occasional gaps on the voice and random crackle. Try using 3G networks or WiFi to improve the voice quality. Please refer to the Cellcrypt Mobile manual for more information.
Q15: After a long pause without being able to hear the other person I hear funny sounds on the line.
This is a known issue in the application which will be fixed in later releases. After a loss of network connection you may experience funny sounds on the line. If this happens hang up and redial.
Q16: After being online only for few hours I run out of battery.
Battery consumption on 3G handsets operating mobile broadband for prolonged duration is high. This shall improve in future 3G handsets. You can optimize your battery life by staying offline when you do not need to make a secure call. Alternatively switch to GPRS for better battery performance. Read more from chapter 4 (page 12) hot to manage your device battery life. You can buy extended life batteries for Nokia handsets which may enhance your talk time.
Q17: How do I create a shortcut for the phone main screen?
To create a shortcut icon for the phone main screen, press the menu key and then select Tools > Settings > Phone > Standby mode > Active standby apps. From this screen you can change all shortcuts on the handset main screen. If you want to set a shortcut to be on the rightmost slot scroll down to the last shortcut on the list and select the application name from this list (select Cellcrypt if you want to define a shortcut for Cellcrypt Mobile).
Q18: How do I use WiFi with Cellcrypt Mobile?
In order to use WiFi with Cellcrypt you need to have a WiFi access point defined in the phone. The easiest way to define a WiFi access point for your handset is to use the Nokia WLAN Wizard. If it is not already installed on your device you can install it from the Nokia website from the following address http://europe.nokia.com/A4144902. Once you have the Nokia WLAN Wizard installed it is a good idea to create a shortcut for the application on the handset main screen for easy access. Open the Nokia WLAN Wizard and it will display you all available wireless access points as a list. From this list you can select the required access point and then select Options > Define access point to save the access point into your phone. Cellcrypt will then use this access point automatically if you go online when in range.
Q19: Cellcrypt Mobile is not connecting to my WiFi access point.
See Q16 or page 18 on how to define a WiFi access point for your phone. When you turn your phone on or go online with Cellcrypt you need to be within the range of the WiFi access point for Cellcrypt to use it. Go offline by pressing key 9 down for few seconds and then go online by pressing and holding the key 7 down for a few seconds. If the WiFi access point is configured correctly on your phone Cellcrypt will now use WiFi. Read more from Cellcrypt Manual.
Q20: How do I change the phone to use GPRS networks only?
You can change your phone to operate only in GSM network mode, this will force the dataconnection be always on GPRS mode. This will save more battery than using the phone on 3G / UMTS mode. To change the phone to GSM mode select Menu > Tools > Settings > Network > Network mode. Change the setting to GSM. The phone may need to re-boot to complete the change. Your phone will now operate on GPRS data mode when using Cellcrypt. This will result in higher voice latency but improved battery life.
Q21: How do I see which internet access points are defined on my phone?
On your phone select Menu > Tools > Settings > Connection > Access points. On this page you see a list of currently defined internet access points. An internet access point allows the device to connect to the Internet using either mobile data or WiFi. By highlighting an access point and selecting Options > Edit you can edit its settings. Do not edit these settings unless asked by your system administrator or Cellcrypt.
Q22: How do I change Cellcrypt application settings?
From Cellcrypt application select Options > Tools > Settings. From this page you can edit the application settings. Read more from Cellcrypt Manual.
Q23: How do I open the Cellcrypt Mobile application?
You can open Cellcrypt Mobile from the Cellcrypt shortcut on your phone's main screen. If you do not have that shortcut, hold-down the Menu key for 2 seconds and select the Cellcrypt icon from the active applications list (which is now visible). If you still cannot open Cellcrypt navigate to Menu > Installat. > Cellcrypt. On some devices the path to applications folder is different, in which case please refer to your phone's manual to identify where the applications are installed in your phone. The folder is usually called either Installat. or Applic.(the folder has a red symbol on it and it is usually located in the main folder accessed by pressing the Menu key).
Q24: Can I change the SIM card on the phone and still make secure calls?
Yes. The application is not linked with the SIM card and you can freely change the SIM card. Make sure the new SIM card is enabled for mobile broadband with VPN support. Your secure number is usually the same as your SIM card number. . Once you change your SIM card you can still keep the existing secure number – this may be useful when travelling. You control your secure phone number using the Cellcrypt Management Console. Contact your system administrator or Cellcrypt for more details.
Q25: My phone is getting warm when I use Cellcrypt, is this normal?
The handset may get a bit warm when under heavy use. This is however within the manufacturer’s specifications.
Q26: I am using Blackberry enabled SIM card - is it compatible with Cellcrypt?
At present you cannot use Blackberry enabled SIM cards with Cellcrypt. We are investigating this issue at the moment.
Q27: Is Cellcrypt Mobile security certified?
Cellcrypt Mobile is currently in process to be certified to the FIPS 140-2 standard which is approved by the US National Institute of Standard (NIST). Cellcrypt Mobile is also currently being evaluated for the UK government CCT Mark which is controlled by CESG.
Q28: I want to know more about how the product’s encryption works.
You can download the Cellcrypt Mobile datasheet and the Cellcrypt Mobile cryptography White Paper from http://www.cellcrypt.com/mobile. You can also contact Cellcrypt directly for more information about the software.
Q29: Can I transfer my license to another phone?
Yes you can. Use the Cellcrypt Management Console to update the license details with the new IMEI code. The old license is transferred to the new phone instantly.
Q30: How do I find out the IMEI code for my handset??
HDial *#06# on the mobile phone. The phone will now display your IMEI code. The code is also displayed behind the battery. You need to open the battery cover and remove the battery (turn the phone off before you do this) to see the code. Usually your sales package also has the IMEI code also printed on it.
Q31: I am in the US and trying to dial a US '888' number but this opens the Cellcrypt Mobile application. What do I do?
You need to exit the Cellcrypt application when dialling normal phone numbers which start 888 because Cellcrypt Mobile recognises the 888 prefix as a request to make a secure call. Go to the Cellcrypt application and select Options > Exit. You can now dial 888 numbers. To later make a secure call simply reactivate Cellcrypt Mobile and dial as you normally do for a secure call.
Q32: How do I know that the call is secure?
If you see the Cellcrypt application and the call timer is running on the screen this indicates that a secure call is in progress.
Q33: After a secure call I try to save the secure number into my contacts database. I select "Update Existing" but cannot see my contacts.
"Update Existing" feature is not currently supported. This will be fixed in the next release.
Q34: I am online with my laptop using the Nokia phone, can I do a secure call at the same time?
This is not supported. When on a secure call the phone data connection cannot be used via a laptop.
Q35: Can I browse the internet with the phone during a secure call?
Usually you can. However using a WAP browser or blackberry email may not work or may interfere the Cellcrypt application operation.
Q36: How do I know my Nokia phone’s firmware version?
You can view the firmware version by dialling *#0000#.
Q37: I am online with Cellcrypt using 3.5G connection (HSDPA high speed 3G) and cannot receive normal GSM calls.
This is a known issue in Nokia Symbian handsets. Workaround is to turn off the high speed 3G from Menu > Tools > Settings > Connection > Packet Data > High speed packet access.
Q38: I have not received an installation SMS, can I still install the application on my phone?
The application can be installed by manually keying in the URL in your phone’s browser. The URL for manual installation is as follows:
For Nokia Phone https://portal.cellcrypt.com/resources/cellcrypt.sisx
For Windows Phone https://portal.cellcrypt.com/resources/cellcrypt.cab
Alternatively, the application can be also be installed via your computer using USB cable or bluetooth functionality. You need to make sure that you have the installation filed stored on your computer before progressing, this can be downloaded from the above links and then transferred on to your phone.
Q40: Can I record the conversation using the record function on my phone during a secured call?
Cellcrypt deliberately disables the record function on your handset whilst you are making a secured call. This prevents you and other party to record the conversation and gives you added confidence.
Q41: I am unable to configure my phone, where can I get technical support?
Please refer to the technical documentation, you can easily trouble shoot technical issues by going through supporting documentation. Cellcrypt manual comprehensively covers all the technical issues regarding setup and use of the service.
If you are unable to resolve an issue on your own then contact your local Cellcrypt reseller or email Cellcrypt support at support_at_cellcrypt.com