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Cannot login to desktop version (Windows 7)

Katismom Apr 28, 2014 08:02AM PDT

Late last week I went to access my SplashID desktop (Win 7) and could not login. I keep getting the message, "Attempted to access an unnamed file past its end." I should also note that underneath the line where I enter my password the notice reads "(Password is case ". It *used* to read "(Password is case sensitive.)" In fact, last week it read, "(Password is case sensi " I did not change my password. I did not change my login or email address. My cloud service works just fine as does the SplashID on my cell. I tried downloading and installing the most recent version (I had been running a version from Dec. 2013), but that changed nothing. I also tried to submit a ticket through my cloud-based service as instructed and heard nothing from Splash ID. Any ideas, anyone?? Thanks!!

Up 3 rated Down
Justin Cepelak Apr 28, 2014 11:16AM PDT SplashData Inc Representative

I would reset the SplashID Desktop on Windows. First locate and rename the SplashID Data folder:

1) open the file explorer
2) browse to Documents\SplashData\SplashID\
3) click the folder name, to make it editable, and add .old to the end, so it’s SplashID.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:

\Documents\SplashData\SplashID.old\Backup\

Up 5 rated Down
Dan Dunbar Apr 29, 2014 01:56PM PDT
Nope, didn't work for me. When starting up splashid after downloading the new version it remembered my old account and did not do the startup process.
Splashid has not records and did not sync with the web.

Man, I'm wasting a lot of time on this app...

Dan
Up 4 rated Down
Justin Cepelak Apr 29, 2014 01:57PM PDT SplashData Inc Representative

Dan,

If you need to reset your SplashID Desktop, as a cloud sync subscriber, you can also go to App menu > Logout. This will delete the local data folder and quit.

Then you can login again and it will pull the data down from the cloud.

Up 0 rated Down
Michael Iacovelli Jul 11, 2014 01:00PM PDT
That solved the problem for me.
Up 0 rated Down
Bob Pye Jul 11, 2014 01:00PM PDT
Justin - WHAT ARE YOU TALKING ABOUT !!
1. I have used this program since Palm - I went through the nightmare new app debacle last year
2. I have Android working and sync'd to cloud
3. The desktop stopped working
4. I followed your advice
5. I have installed a new desktop version after modifying file names on the laptop as advised
6. After following the instructions to logout then logon
a. 3 attempts never asked for PW but opened desktop app with no sync
b. 4th attempt did ask for PW no sync
c 5th attempt did ask for PW again and actually loaded the database on the desktop.
Hope this helps others
Up 0 rated Down
Wenda Zonnefeld Jul 11, 2014 01:00PM PDT
Thank you Justin, it worked for me :) I renamed the file that was in the location you gave. When I tried opening Splash again I received a "let's ge started" prompt. I entered my info and it recognized me immediately and downloaded my info instantly. :) I can see how being treated like a new account could be confusing.
Up -1 rated Down
PC Jul 11, 2014 01:00PM PDT
The solution above worked except that the data was several weeks old and yet I use the program nearly everyday and it automatically "syncs" when opened and I manually do it again before closing. What am I paying for when the data is not being synced?
Up 0 rated Down
Andy Turvey Jul 14, 2014 11:43AM PDT
Thanks Justin, The PC reset procedure worked for me and the cloud data is right up to date from changes made on my Android minutes ago. Thanks
Up 0 rated Down
Justin Cepelak Jul 30, 2014 10:14AM PDT SplashData Inc Representative

Thanks for contacting us. There may have been some backend issue in the early morning. It was gone shortly after it started, and we’re investigating.

Up 0 rated Down
Mervyn Sep 24, 2014 12:26PM PDT
Hi Justin,

I had the same issue today and your solution worked for me first time!

Thank you!
Mervyn

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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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