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ta
Level 7
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Message 1 of 7

True Key Servers Down for over 3 Days!

The True Key servers have been down for over 3 days. I haven't been able to save any new password during this time. I'm very concerned our mission-critical software is not working.

Why is this critical issue still not fixed?!?!

6 Replies

Re: True Key Servers Down for over 3 Days!

Hi @ta 

We are truly sorry for the inconvenience.

Could you please let us know if you have tried to use a different device or refresh your internet connection and tried to add a login. Also, try updating the True Key extension along with the browser and check if the issue still persists.

If you still have any concerns, please provide the browser name & version and the True Key version.

Thanks,
Karthikeyan J

ta
Level 7
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Message 3 of 7

Re: True Key Servers Down for over 3 Days!

Thank you for the reply.

This issue did not occur on a mobile phone, but it does occur in both Mozilla Firefox and Google Chrome. The TrueKey plugin is the latest version in both browsers. Firefox was not the latest version (it was the previous version) so I updated it, then restarted the computer. Unfortunately, the issue still occurs.

When I tested this, I did click the TrueKey icon in both Firefox and Chrome. But I also still have the desktop application installed on my computer (I don't recall getting any notifications to delete it). Do I need to delete the application from my computer?

Re: True Key Servers Down for over 3 Days!

Hi @ta 

True Key standalone application for Windows has been retired. So, we kindly request you to remove it from the computer.

Regarding the browser extension, please close all the browsers, restart your router and try updating login in True Key to check if the issue still persists. 

Thanks,
Karthikeyan J

ta
Level 7
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Message 5 of 7

Re: True Key Servers Down for over 3 Days!

Yes, it now works. Thank you for that information.

Although there is still a bug. When logged out of True Key, I click the icon in the top-right of the browser and a new tab opens with the message "Loading True Key" and a spinning animated .gif image. That spinning image remains on the page even after a minute and the login page does not load. I then have to close the browser and click the icon again to get the login page. Please pass along that bug to your developers.

Re: True Key Servers Down for over 3 Days!

Hi @ta 

Thank you very much for the feedback.

Kindly let us know if the login page loading problem persists every time you try to access True Key.

Regards,
Karthikeyan J

Lizarb01
Level 7
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Message 7 of 7

Re: True Key Servers Down for over 3 Days!

I have had this exact issue so many times. I would have to keep trying to gain access at several times just to initiate open processes.

I've also noticed more frequent of late, that passwords I have updated /changed, but this process has not 'stuck', synced across/through other current internet platforms (edge, Samsung etc..) 

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