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chouchrose
Level 7

Master password not working "Something went wrong"! What is it?

Hi,

My master password (facial recognition somehow isn't working anymore on my macbook but does work on my iPhone) is not working on my laptop since update of Truekey yesterday. Everything is working on my boyfriend's computer and on my cellphone. So what the heck? I've rebooted the laptop, forced quit, uninstalled and re installed Truekey? WTF nothing's working. Needless to say that I do need it to work for my 102 pin !!!!

Having trouble lately... does it have something to do with my browser? A VPN? Wow... this app seems to be out of control from my latest reads...

Thanks anyways!

megb

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9 Replies
Peacekeeper
Level 20

Re: Master password not working "Something went wrong"! What is it?

  have you any thing to comment

  can you post the version of TK you have please?

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andreie
Level 7

Re: Master password not working "Something went wrong"! What is it?

My TrueKey stopped working yesterday.

Cannot login on Android Phone (HTC 10, latest update of the app, Android 7.1). using online login. Only Offline login works.

Cannot login on my MacBook Pro (latest High Sierra) at work in the Chrome Extension (latest Stable Chrome version) or Firefox Extension (latest BETA 9 version for the new Firefox).

CAN login in the TrueKey App at home on Windows 10 on my PC.

It clearly is a problem from your side.

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McAfee Employee

Re: Master password not working "Something went wrong"! What is it?

Good morning,

Can you please specify the versions of True Key you are running on both your MAC and on your Android device.

Also can you be more clear about what is not working, are you getting any error messages, how are you trying to login to True Key (using the master password, face recognition, fingerprint, etc.) and have you try logging in to TK on a different network.

Thanks,

Marc D.

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andreie
Level 7

Re: Master password not working "Something went wrong"! What is it?

On the MAC i have only the extension on Chrome (Version 62.0.3202.62 (Official Build) (64-bit). True Key version 2.8.5711

Tested on 4G. It god damn works. Missed that my phone automatically goes to Wifi when i arrive at work although data was enabled i was still on Wifi when i tested.

I have been using it for 3 months here. Nothing has changed since yesterday on my MAC (updates to the OS, etc.) or to our network from our part.

Probably there is a provider problem.

Symptoms:

In Chrome (on MAC) as soon as i insert the password it says something went wrong in the password dialog box.

On the phone using WIFI it does not go to Fingerprint login, asks for password, same error.  Can i ask fo something specific from our IT dep. or internet provider?

Thanks.

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McAfee Employee

Re: Master password not working "Something went wrong"! What is it?

This is very strange, obviously if the issue was with True Key you would not be able to access the application regardless of the network you are on. You would be able to confirm this if you were to try another wifi network.

Marc D.

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chouchrose
Level 7

Re: Master password not working "Something went wrong"! What is it?

I have macOS High Sierra version 10.13

macbook pro 2.2ghz intel core i7

google chrome latest version 62.0.3202.62

firefox not working either updated version 56.0

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McAfee Employee

Re: Master password not working "Something went wrong"! What is it?

First off, I am not sure what is not working on your MAC, is it the Master Password or the face recognition? Does your boyfriend have also a MAC and what are the versions of True Key on both machines? Finally you said that it works on your cellphone, what is your cellphone device model and how are you logging in to True Key in there, are you using the face, fingerprint or just entering the master password?

Thanks,

Marc D.

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chouchrose
Level 7

Re: Master password not working "Something went wrong"! What is it?

Hi, I have the latest updated version of TrueKey.

When I try to log on Truekey on my macbook, it doesn't ask for facial recognition. Just master password which doesn't work. Message: "Something went wrong!" appears. And nothing happens then. It first asked for the password to my keychain (first use after the update for latest version of truekey) which I gave.

On my iPhone 6s version 11.0.2. Truekey (version 3.3.5-9563) on my cellphone was with facial recognition only for now.

My bf's has a Macbook air and his version of Truekey is the latest.   He logged on with my User ID et master password without problem!!!

The unfortunate thing is that I just paid for my Truekey Premium subscription (sept 26th) which no longer works!

Thanks for any help you could provide me with! I'm helpless here!

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McAfee Employee

Re: Master password not working "Something went wrong"! What is it?

Don't worry we can certainly try to isolate what is going here. The fact you confirmed that your boyfriend is able to connect to your TK account, it is not an account related issue.

It might be that both your MAC systems are on different OSX versions and you are on the latest one (10.13), can you please confirm this for me?

Thanks,

Marc D.

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