true key wont open or fill in passwords

[neilpa911]

Please help, I can not get truekey to fill in passwords, and it will not open either.  I have triewd deleting the truekey database and downloading and installing over the current install.

[marcd]

Hi there,

I would need some more details to try to better understand what is going on.

Can you please let me know what happens when you login to your True Key account, any error messages, blank screen (providing a screenshot could be useful here).

Also, can you please let me know what is the operating system/model of your system/device.

Regarding True Key, is this the desktop app (logins passwords launchpad open on the desktop) or the extension first (where logins passwords open within the browser)? Do you have True Key running in any other device/system.

If it is the latter, please let me know what is the browser you are using along with True Key.

Thanks,

Marc D.

[john925]

I've had a similar experience, but not identical.

First, I'm using a Dell Precision 3630 tower running Win10 Pro 1909.

An update to the Truekey desktop application was automatically installed today with a message saying to restart my computer. I restarted Windows and started Truekey (desktop). After a substantial amount of time a Truekey window opened but the window was entirely white with no way to log in. I gave it about 10 minutes with no change. I went through the procedure to delete the database with no improvement. I uninstalled the application then tried to download a new installer from www.truekey.com, but couldn't find a download for the desktop application. Clicking on the "Download - It's free" button installed an extension for Firefox, my default browser. After going through a verification process I was able to see my Truekey sites but I really don't want to use a browser based application. I ran the desktop installer I downloaded last April and tried running the desktop application. At first I thought the I had the same problem as before, but I left the blank window while I cooked and ate dinner. On my return I was being prompted to create a new account or log in to an existing account. Note that doing anything was extremely slow to the point of being unusable for day to day use. Once I entered my credentials I was asked to provide secondary verification, which I did using my email account. Clicking on the verification link sent to my email address appeared to be successful, but the desktop application said something along the lines of "That didn't work." At this point, clicking on  the browser extension icon would open the desktop application rather than open a Truekey web page. I uninstalled everything related to Truekey and have installed the browser extension for Firefox and Chrome. They both open a usable Truekey web page when I click on the extension icon, but I don't like depending on web apps and want the desktop application to work. It has happened in the past that my Truekey desktop application could not connect to the Truekey site and using the desktop application gave me access to my passwords from a local copy. I doubt this would be possible using a browser based application. Given I couldn't find a way to download a current desktop installer I'm led to think the desktop application is no longer supported and I'm very unhappy about it. I'm hoping I'm wrong and that someone can help me get the desktop application working again.

Thanks - John

[marcd]

Hi John,

I will try to reply to your post as best as I can.

Regarding the desktop application, I can tell you that it is our intention to stop supporting it within a few months. True Key will only be live in the True Key supported browsers (Chrome, Firefox and Edge on Chromium).

I do believe that this change will optimize the connection to the stored websites logins as the desktop app won't be needing to connect to the browser extension.

Also, I would like to address something very important you mentioned regarding the lost of connectivity and access to your account, I can assure you that whether you are on the TK desktop app or on the extension first, it will behave the same way, on a networking issue you will have offline access to your account which means that you will still be able to retrieve your assets (logins, safe notes, wallet items) but you won't be able to edit them, you won't be able to add or making any changes to them as long as your are connected in offline mode. But again, desktop or on the browser does not make a difference.

As I said, we are in the process to phase out the desktop app but before doing this, there will be a lot of information that will be provided throughout. 

Thanks,

Marc D.

[wvanderclock]

So instead of explaining the problem and fixing it, you are saying don't use it. I think you have just lost a number of customers. If you had shared the plan to phase out the desktop application and switch to the browser based ones and how to make that change on the computer I would have stuck with it. Apparently, based upon the lack of development on True Key, it looks like it has no future. Making a change like this without telling users will kill it off even faster. 

[marcd]

Good evening Wvanderclock,

Let me try to further add to what you said, thanks to the reports I received from all of you since yesterday, we definitely have an issue that seems to be affecting the latest version of the True Key desktop app, our team has been investigating this and I can assure you we will continue investigating it until we find the root cause and find a fix for it. 

Regarding, the plan to phase out the desktop app which is a completely different thing, as I said we have not done nothing yet and there will be ample comunication and information to facilitate this migration to extension first.

As soon as we have more information on the root cause and fix of the issue we are seeing with the blank screens on the latest version of the TK desktop app, I will share them with all of you.

I appreciate your patience,

Marc D.

[neilpa911]

Thanks for all the replies. I ended up uninstalling True Key and reinstalled it. It was working on my phone so I thought I would try doing that on my PC.

All is good now.

 

Neil

[marcd]

Awesome you got access back to your True Key desktop app, just to clarify you reinstalled the app on the PC desktop and now you aren't seeing the blank screen, correct?

What did you do differently from your initial post to regain access?

Thanks,

Marc D.

[neilpa911]

I simply uninstalled the app on the PC, and reinstalled it. Once I did that there was no issue with getting access, and I was able to use the same password. It also had the same logins as before.

[marcd]

Thanks for confirming this, the reason why I asked is that some of the users that brought up the issue to me did say that they had reinstalled the TK desktop app but were still seeing the blank screen.

Perhaps you did a clean install and that solved the issue for you, in any case I'm happy it is resolved for you.

Thanks again,

Marc D.