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SplashID won't accept password after update

Lise Harlev May 17, 2015 02:47AM PDT

I just updated to SplashID version 8.0.2.842. Now when I open the application, I am able to login with my password, but immediately get the message: "Your SplashID password was changed. Please update SplashID Safe with the new password".

This is not true - I haven't changed my password, and if I try with my existing password, it tells me it's incorrect. What do I do?

I recently installed SplashID Safe on my iPad, but have deleted it since I never use it there. I don't know if that affects anything.

I'm using the app on a Macbook Pro Retina, running on Yosemite.

Up -4 rated Down
Justin Cepelak May 18, 2015 11:53AM PDT SplashData Inc Representative

Thanks for contacting us. Are you able to login ok to the web app:

https://splashid.com/login

If so, let’s reset the SplashID Desktop data.

Here are instructions (don’t worry about the length here, it’s actually straightforward following each step).

First locate and rename the SplashID data folder:

1) open Finder
2) click the Go menu, then Go to Folder
3) copy and paste in: ~/Library/Containers/com.splashdata.splashidmac/
4) hit enter
5) click the folder name to make it editable, and add “.old” to the end, so it’s “com.splashdata.splashidmac.old”

Now make sure you update to the latest version of the Mac app here:

https://splashid.com/downloads

Then launch SplashID on your Mac again, and go through the guided setup.

Now to get your records back:

- If you are using Cloud Sync, records will download automatically. If you want to use different records, you can choose a different backup from your SplashID Backup folders in the main menu.

- If you are using WiFi Sync and have good records on the SplashID for Android app, use the Backup command found in Settings on the Android app. Then do a WiFi sync with SplashID for Windows (you may wish to set the sync setting to “Handheld overwrites desktop” first).

- If you are using WiFi Sync have good data on the iPhone / iPad app, use the Send Records command in the Settings screen to send yourself all records as a vID file via email. Then do a WiFi sync with SplashID for Windows (you may wish to set the sync setting to “Handheld overwrites desktop” first).

- If you need to restore a backup vID file, you can find the backup file you want to import and double-click it. You will need to enter the password that was set at the time the backup file was exported.

Auto-backup files are saved here:

Mac (v.7): ~/Library/Containers/com.splashdata.splashidmac.old/Data/Library/SplashID Safe/Backup/

Mac (v.6): ~/Library/SplashID/Backup/

Tip: Since the Library folder is hidden on Mac OS 10.7 or later, the easiest way to get to the backup folder is to
1) Open Finder
2) Click the Go menu, then Go to Folder
3) copy and paste the full path above

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About SplashData

SplashData has been a leading provider of security applications and services for over 10 years. The company's secure password and record management solution SplashID Safe has over 1 million individual users worldwide as well as hundreds of business and enterprise clients. SplashData was founded in 2000 and is based in Los Gatos, CA.

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