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PaoloKL
Level 7
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Message 1 of 18

True Key Offline mode

Since this morning, True Key cannot connect to the servers from my Notebook running windows 10. I can login but only in offline mode. My Android device instead, connect regularly using the same internet connection (i use the hotspot on the notebook).

Any issue with the latest update to the version 5.2.162.1?

 

17 Replies
McAfee Employee marcd
McAfee Employee
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Message 2 of 18

Re: True Key Offline mode

Hi Paolo,

There is an issue with the standalone desktop app and according to the reports we have received it concerns the latest version 5.2.162.1 recently released. We are looking into this since last Friday to determine the cause of the problem. 

In the meantime, you can install the True Key extension on the Edge browser so you can go in to your True Key account, and as soon as I know more updates I will share them with you.

Thanks,

Marc D.

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McAfee Employee marcd
McAfee Employee
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Message 3 of 18

Re: True Key Offline mode

As promised, I wanted to provide an update on this issue regarding the standalone desktop app and the networking connection issues experienced with it.

We have already isolated the issue and the fix is planned to be released as of next Monday, December 3rd, 2018, unless if you have obtained True Key through a partner offering in which case you will be receiving the fix next Thrusday, December 6th, 2018, but the majority of our users will be getting it next Monday.

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: True Key Offline mode

Same problem using HP Wiindows 8.1 and version 5.2.167.1.

McAfee Employee marcd
McAfee Employee
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Message 5 of 18

Re: True Key Offline mode

Hello,

Can you confirm what is the issue and when did you notice the issue?

Thanks,

Marc D.

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Re: True Key Offline mode

The problem is about 2 weeks old. When I power up my laptop, the first thing I do is load TrueKey. Lately, the app often, not aways,  reports it cannot connect with the servers and suggests there is no or a poor internet connection. That explanation is not correct. There is nothing wrong with the internet connection (I have several other internet-based apps which work without problem.) When this problem occurs, I useTrueKey on offline mode. Sometimes, not always, the problem appears to clear up after a while and I can use TrueKey in normal mode. Let me know if you need more info.

McAfee Employee marcd
McAfee Employee
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Message 7 of 18

Re: True Key Offline mode

I understand, the issue you have is one we saw and we are releasing a fix for it. When was the last time you experienced the issue? I guess also is just random when it happens, correct?

Thanks,
Marc D.

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Re: True Key Offline mode

The problem last happened yesterday, not today. I agree it's random, but it seems to occur more often than not.

McAfee Employee marcd
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Message 9 of 18

Re: True Key Offline mode

Not trying to minimize the issue you are experiencing in any way, just trying to understand how you are seeing it.

For me this is an absolute priority that we will investigate, I will get back to you as soon as I have more updates on this issue.

Thanks for reprting this to me,

Marc D

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.

McAfee Employee marcd
McAfee Employee
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Message 10 of 18

Re: True Key Offline mode

One more question, since you said that last time you experienced the issue was yesterday that would have been when you received the True Key update and probably when the app updated to 5.2.167.1

If this would have been the case, True Key would have prompted you to reboot your system, the issue you experienced was it before receiving the update or after when the application was already updated to 5.2.167.1?

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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