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Sync problems after problems with my PC

Holger HERBERT Jun 25, 2014 07:46AM PDT

3 to 4 weeks ago, I had serious problems with my PC. Installing a driver updater caused the PC to crash completely and I had to switch it off. I could not restart it afterwards.
The seller succeeded in backing up my data and installing window and other basic software. I than installed my software which was on CD or of which I had still the downloaded source or which I could download. When I came to SplashID safe and SplashShopper I used the downloaded source. I planned to import my data into them later. But your programs seem to be more intelligent than I: they just loaded my data. But I did not succeed to sync (wifi)with the Android phone anymore. The conditions of your checklist here are fulfilled. I always get the msg "SplashIDSafe not found on a computer ......". Additionally, I had bought in the meantime KeySafe. I don't dare to use it. Could you pse help me?
Tks Holger

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Justin Cepelak Jun 25, 2014 12:02PM PDT SplashData Inc Representative

Thanks for contacting us. If your Windows user Documents directory was transferred from the old computer, the SplashID and SplashShopper data would have been transferred along with it.

The issue with WiFi sync is probably due to firewall or anti-virus software running on your new computer, preventing SplashID Desktop from broadcasting its availability to the mobile app.

Three things you can do:

1. Open the firewall preferences and add SplashID Desktop as an allowed app

2. Open the anti-virus software and add SplashID Desktop as an allowed app (or disable the anti-virus software altogether)

3. Switch to SplashID Cloud Services and have seamless automatic sync:

SplashID Cloud Services

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Holger HERBERT Jul 15, 2014 01:15PM PDT
HI Justin,
thanks for your prompt reply. Unfortunately, I could not come back to you immediately; I had to be out of town.

I had already done what you suggested and repeated it again... to no avail. I'm at my wit's end. My desktop is up to date, my e-mail address is ok, WiFi seems to running w/o problems. I continue to get the msg "SplashIDSafe not found on a computer....".
I'm using Safe products privately and liked them very much. But using the Cloud services seems to be some overkill in my case.

Could you pse try to help me again? TKS.
BRgds Holger
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Justin Cepelak Jul 15, 2014 01:16PM PDT SplashData Inc Representative

Hi Holger,

I don’t think cloud sync is overkill, but if you really don’t want to use that, I would suggest trying to enter the desktop computer’s IP address manually in the WiFi sync dialog on the mobile app.

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Justin Cepelak Jul 28, 2014 11:37PM PDT SplashData Inc Representative

Thanks for contacting us. Virtual NICs can and will confuse the SplashID Desktop network address binding. There is no way to force it to bind to a specific NIC, so the best option is to disable the other NICs when you want to sync SplashID.

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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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