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McAfee Employee
McAfee Employee
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Message 11 of 20

Re: True Key: export passwords not working

OK, so there is a couple of things here, you said you are using True Key on a MAC platform, are you using the True Key standalone on your MAC or when you open your True Key launchpad (where all the logins are stored) is within a web browser tab?

Also I don't think there is a dependency of the type of the subscription in your case Fremium to b able to export your data. having said that I will check on that. Probably now it is just telling you that your True Key subscription that was Premium at one time it is now Fremium because it has expired.

Thanks,

Marc D.

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Message 12 of 20

Re: True Key: export passwords not working

I open the application within the browser via the extension I had installed. I can try with the standalone app and see if that works and report back. 

As for the premium portion. Seems like all my features are in tact except for adding new logins. So I guess it is safe to assume that I should still expect normal functionality aside from adding new logins. 

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Message 13 of 20

Re: True Key: export passwords not working

Installing the standalone app worked without issue. It seems like the problem is concentrated on the chrome extension. This solution is good enough for me. Still a bit odd the Chrome extension was not behaving as expected.

Thanks for the help.

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Message 14 of 20

Re: True Key: export passwords not working

Sure thing, I will verify this nonetheless as it is odd to me as well.

I am glad that you can continue on the standalone desktop mode with all the features working as expected.

Thanks,

Marc D.

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Message 15 of 20

Re: True Key: export passwords not working

Exactly, all functionalities should be there even running on a Fremium subscription, only you are capped at 15 passwords which is not your case with over 300 passwords but obviously you won't be able to add any more data on this account (logins, safe notes or wallet items).

You have not the web browser you are using, is it Chrome, Firefox or Edge?

So you are running both application modes in your system with extension first (opening the launchpad on a web browser tab) and the standalone desktop application?

Thanks,

Marc D.

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Message 16 of 20

Re: True Key: export passwords not working

To give a full ordered run down of the issue: 

System information:

Macbook on OSX 10.14.4

Chrome running 74.0.3729.131 

True Key Chrome Extension installed only.

I tried the export functionality. It did not work.

I came here to ask for help. Upon your mentioning it I went and installed the standalone application. For some reason I thought you deprecated the application and only had web extensions.

The standalone application worked. The chrome extension still does not work.

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McAfee Employee
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Message 17 of 20

Re: True Key: export passwords not working

You are correct, the idea is to deprecate the standalone desktop modes to only use the extension first but we are not ready yet to go there so the standalone mode fully works for now on MAC and Windows desktop computers.

I will check as I said why your Chrome extension did not work for the export, I am able to reproduce it as well on my MAC Chrome extension and I am running exactly the same version of the Chrome browser and MAC OS X.

Thanks,

Marc D.

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McAfee Employee
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Message 18 of 20

Re: True Key: export passwords not working

Good morning,

I know we discussed this yesterday but when you were using True Key on extension first in the Chrome browser tab, would you be able to list all your stored logins in your launchpad by clicking on the small squares in the top right, this will sort the view to a list view.

Once there can you please make sure that there are no empty passwords fields??? If there is one please temporarily fill the password field with anything and then try again to use the export tool.

You should normally get a notification that you have successfully exported your data.

Thanks,

Marc D.

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Message 19 of 20

Re: True Key: export passwords not working

Thanks Marc
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Message 20 of 20

Re: True Key: export passwords not working

Sure thing, let me know once you test 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.

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