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Splash ID Safe v8 NOT WORKING

Joe Bayer Mar 04, 2015 05:23PM PST

OK. So I just paid you folks $39.95 for a lifetime offer and downloaded the latest version 8. I am running a MacBook Pro with osx 10.9.4 and Splash ID Safe v8 will NOT launch. I keep getting the error message "SplashID Quit unexpectedly". If this version does not work then I respectfully am requesting a refund of monies spent! please respond with a fix or solution to this problem before I take action to contact credit card about purchasing something that doesn't work. Sorry to be so blunt but I am a long time user of your products and not to happy about this issue.

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Justin Cepelak Mar 05, 2015 10:36AM PST SplashData Inc Representative

Thanks for contacting us. Can you try updating to build 834:

http://cloudcdn.splashid.com/SplashID-Safe-Installer-834.dmg

If that doesn’t help, can you tell me what version you were upgrading from?

If the 834 update doesn’t fix it, first locate and rename the SplashID Data folder:

1) open the 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

Then launch the SplashID Desktop again, and go through the guided setup.

Now to get your data back:

- If you have good data on the cloud, it will download automatically.

- If you have good data on the Android app, use the Backup command found in Settings on the SplashID Android app. Then do a WiFi sync with the SplashID Desktop (you may wish to set the sync setting to handheld overwrites desktop first).

- If you 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 the SplashID Desktop (you may wish to set the sync setting to handheld overwrites desktop first).

- If you need to restore a backup vID file, you can just 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 the finder
2) Click the Go menu, then Go to Folder
3) copy and paste the full path above.

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Linda May 04, 2015 07:02PM PDT
I followed your direction to paste ~/Library/Containers/com.splashdata.splashidmac/ - once I hit enter it takes me to a file with a bunch of folders - how can I add .old if I can not see the folder.
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Justin Cepelak May 04, 2015 07:03PM PDT SplashData Inc Representative

Ok, in certain Finder view modes, you will end up inside the folder. I prefer the panel view because you can see the folder name and the folder contents at the same time.

But anyway, in your case, just create a new folder in there called OLD, and drag the other folders like Data and com.splashdata.splashid.plist into it.

Then launch SplashID Desktop.

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marco viale May 14, 2015 10:17PM PDT
I cannot find any folder with that name, can you let me have some more information?
How come that it happens only to those who upgraded to lifetime?
If I don't find a solution I lost all y passwords with a big damage.
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Justin Cepelak May 14, 2015 10:19PM PDT SplashData Inc Representative

Here’s another way:

1) Open the finder
2) Click the Go menu, then Go to Folder
3) type in ~/Library/Containers/
4) hit enter

You will now see all the app containers for your Mac user. SplashID stores its data in:

com.splashdata.splashidmac

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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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