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Export feature not working, True Key

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I'm not being able to export my passwords to a CSV file using the export feature, I go through the whole process, type my password to confirm and the file never starts to download. My true key extension & chrome browser are up to date, and no other extension seems to be interfering, any suggestions? (link to animated gif showing the issue)

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McAfee Employee marcd
McAfee Employee
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Message 10 of 14

Re: Export feature not working, True Key

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Hi Josue,

In your extension first True Key app opening on your Chrome browser, can you verify something for me, please go to your launchpad, change the view of all your stored logins so you can list them and check if you have any logins added manually that has no password inside.

We found that in extension first, if you add a login with no password, the export tool won't behave as expected. If this the case, please delete this login or add a temp password and try again to export the data.

Let me know how this goes.

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

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McAfee Employee marcd
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Message 2 of 14

Re: Export feature not working, True Key

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Hi there,

Can you please provide your True Key version? Are you opening True Key as a standalone desktop app or through the browser (which opens your logins launchpad on a web tab)?

Finally let me know the browser you are using as well as the True Key web extension version.

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

Re: Export feature not working, True Key

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Hi! Thank you for your promt response.
I'm using True Key through chrome, the version i Have is 3.1.9219 (as shown below, I'm also incluiding an animated GIF), and my chrome version is 73.0.3683.103 64 bits.
Best.
 
image.pngunnamed.png

 

truekey-xport-issue.gif

 

 
 
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McAfee Employee marcd
McAfee Employee
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Message 4 of 14

Re: Export feature not working, True Key

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I appreciate all this information Josue, I will investigate what is going on and will get back to you with my findings as soon as I can.

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

McAfee Employee marcd
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Message 5 of 14

Re: Export feature not working, True Key

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Hi Josue,

I want to confirm something, you are opening the True Key launchpad where all the logins are stored on the Chrome web browser tab and not on the desktop correct?

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

Re: Export feature not working, True Key

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Yes, I’m opening True Key as a chrome extension, to be honest, I didn’t know there was a desktop version.

 

McAfee Employee marcd
McAfee Employee
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Message 7 of 14

Re: Export feature not working, True Key

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Thanks for confirming this, we have a desktop standalone mode but we will be phasing it out to only prioritize and support True Key using a web extension (Edge, Chrome or Firefox).

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

Re: Export feature not working, True Key

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Awesome!

Meanwhile, is there any action I should take to resolve the export issue?

McAfee Employee marcd
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Message 9 of 14

Re: Export feature not working, True Key

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Let me investigate the issue first Josue and will get back to you as soon as I can and will let you know what the next steps will be to resolve this.

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

McAfee Employee marcd
McAfee Employee
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Message 10 of 14

Re: Export feature not working, True Key

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Hi Josue,

In your extension first True Key app opening on your Chrome browser, can you verify something for me, please go to your launchpad, change the view of all your stored logins so you can list them and check if you have any logins added manually that has no password inside.

We found that in extension first, if you add a login with no password, the export tool won't behave as expected. If this the case, please delete this login or add a temp password and try again to export the data.

Let me know how this goes.

Thanks,

Marc D.

If this information was helpful in any way or answered your question, please mark it as the accepted solution and give Kudos if appropriate.

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