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desktop for mac app crashes during wifi sync

Darryl Apr 26, 2014 01:55PM PDT

unable to sync via wifi... the desktop application starts sync but the crashes. I have restarted my computer and my iPhone with same issue. I was able to sync one time with my ipad but it crashes when I try to sync with my iPad as well.

Any suggestions...

Up -2 rated Down
Justin Cepelak Apr 27, 2014 11:33PM PDT SplashData Inc Representative

Thanks for contacting us. Please make sure you have the latest version of SplashID Safe desktop:

https://splashid.com/personal/releasenotes.html

Up 0 rated Down
Robert Lanham Apr 28, 2014 11:14AM PDT
This crash is happening to me also. I have installed the latest SplashID. I am on OSX 10.9.2.
Up -9 rated Down
Justin Cepelak Apr 28, 2014 11:14AM PDT SplashData Inc Representative

Please make sure you update to the very latest version:

https://splashid.com/personal/releasenotes.html

If that doesn’t help, try resetting the SplashID Desktop.

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

Now make sure you update to the latest version of the app.

https://splashid.com/downloads.html

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.

Up 3 rated Down
Robert Lanham Apr 28, 2014 05:01PM PDT
Justin: Thanks for your reply. Renaming the folder to "com.splashdata.splashidmac.old" and then reinstalling fixed it.
Up -11 rated Down
Justin Cepelak Apr 28, 2014 05:01PM PDT SplashData Inc Representative

Great! Thanks for letting me know.

Up -1 rated Down
Tanya May 14, 2014 01:43PM PDT
This worked for me as well. SplashID was crashing after syncing with the cloud. All seems good to go now. Thank you for the details.
Up -4 rated Down
Justin Cepelak May 14, 2014 01:44PM PDT SplashData Inc Representative

Great! Thanks for letting me know.

Up 0 rated Down
William McKiernan Nov 07, 2014 11:08AM PST
Thanks for the info. Helped me also. Now I can Sync with all my ios devices
and have all my data intact.

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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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