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Re: There seems to be a problem connecting to the true key servers

When I start Truekey I'm presented with a screen which says:

"Hi there

Meet True Key.

You're about to say goodbye to the hassle of passwords."

and a button which says "Let's go".

At the top of the screen there's  message which says "Already have a True key profile" and a link beside it to "Sign in". I click on the sign in link, get a screen to enter my email address and then a screen to enter my Master Password and then I immediately get the error message about the servers...and as I've indicated it seems to me to be too quick to have actually checked for the servers.

Windows version of the old machine with a working True key is Windows 10 Pro version 1903 (OS Build 18362.388)

Windows version of the new machine with the True key having a problem is Windows 10 Pro version 1903 (OS Build 18362.175)

Re: There seems to be a problem connecting to the true key servers

One other thing Marc. You may be wondering why an older machine has a later build of Windows. The new machine I'm installing this on is so new it's literally straight out of the box today and probably won't have had the chance to download and install the latest windows updates.

McAfee Employee marcd
McAfee Employee
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Message 43 of 46

Re: There seems to be a problem connecting to the true key servers

Yes I did wonder about the difference of the OS versions.

Although you are running the True Key desktop app successfully on the older system, we are going to be phasing out the desktop standalone app just to use extension first where the True Key launchpad is open within the browser tab and I think I think at this point if you are unable to sign in to True Key, it would be better to get you to change to adopt extension first .

You would need to uninstall the True Key app and then using Chrome preferably go to www.truekey.com to download the True Key, since you are already running True Key on your older system I am not worry that you would get locked out from your account, system will probably send you an email to authenticate you before you can sign in to your Chrome True key extension first app.

I will be here in case you need further help.

Thanks,

Marc D.

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McAfee Employee marcd
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Message 44 of 46

Re: There seems to be a problem connecting to the true key servers

Hi Norman,

Can you please retry the True Key desktop app, issue should now be fixed.

Thanks,

Marc D.

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Re: There seems to be a problem connecting to the true key servers

I will do Marc and thank you for following up on this. I’ll be unable to try this for a day or so but I will get back to you and let you know how I get on.

McAfee Employee marcd
McAfee Employee
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Message 46 of 46

Re: There seems to be a problem connecting to the true key servers

Hi Norman,

Awesome, let me know either way.

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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