SplashData Help Desk

Name is required.
Email address is required.
Invalid email address
Answer is required.
Exceeding max length of 5KB

Saving a backup crashes SplashID

Geoffrey Knauth Jun 16, 2014 03:07AM PDT

I had been using SplashID for years without problem, but now when I try to make a Backup, the app crashes (Mac, 10.9). I had been using v6 so I downloaded v7 and it does the same thing.

Up -4 rated Down
Justin Cepelak Jun 16, 2014 02:19PM PDT SplashData Inc Representative

Thanks for contacting us. Please delete your SplashID Desktop installation and install the Mac App Store version:

Download SplashID Safe from the Mac App Store

This version will not read in your old data, but you can import it from the backup files from your version 6 software:

~/Library/SplashID Safe/Backup/

Up 0 rated Down
Geoffrey Knauth Jul 11, 2014 09:52AM PDT
Justin, I did as you suggested. No improvement. When I installed the Mac App Store version, during setup, after step 3 of 4, after password setup, when I pressed Finish Installation, the app said "please check your network connection." Well, my network connection is fine. But here's the thing. The was no way to go back in the setup, or quit the application. I had to use Force Quit to get out of the installation that would not actually install. If I restart SplashID, it goes right back to that same stuck place, and I have to use Force Quit again. So I will uninstall the Mac App Store version, which seems even more broken than the version I had downloaded before from the splashdata website.
Up 0 rated Down
Justin Cepelak Jul 11, 2014 09:53AM PDT SplashData Inc Representative

Ok, let’s try something else. Delete the current Mac App Store installation first.

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.

Post Your Public Answer

Your name (required)
Your email address (required)
Answer (required)

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.

Contact us


9ad29afcb03aad50291525a425db2dde@splashdata.desk-mail.com
http://assets1.desk.com/
false
desk
Loading
seconds ago
a minute ago
minutes ago
an hour ago
hours ago
a day ago
days ago
about
false
Invalid characters found
/customer/en/portal/articles/autocomplete