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True Key icon

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The True Key icon in chrome on Windows 10 started displaying black with red 'OFF' instead of blue.  However True Key still seems to be working ok. What is the significance of the icon displays? Can't find any way to change this back.

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McAfee Employee marcd
McAfee Employee
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Message 7 of 12

Re: True Key icon

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Good morning Richard,

As I said earlier, Oi promised I would get back to you when I knew more. While some issues with the True Key extension not displaying the right status (showing off while you are still logged in to True Key) can be fixed by re-logging in to True Key, we have confirmed that this behavior might continue after that. Good news is that this will be addressed completely with our next release (4.16) due to come out next week.

Thanks,

Marc D.

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Reliable Contributor catdaddy
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Message 2 of 12

Re: True Key icon

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I will contact a Expert from the TrueKey team on your behalf.

​  Could you assist this customer please?

Cliff
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McAfee Employee marcd
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Message 3 of 12

Re: True Key icon

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Hi Richard,

The meaning of this is to show you when you are logged off from your True Key app. To get this synced for the first time you would need to log off and then log on to your True Key account.

Your off status icon should change to blue to show that you are logged on and whenever you log off it will display the off status.

Thanks,

Marc D.

Reliable Contributor catdaddy
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Message 4 of 12

Re: True Key icon

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Thank you Marc

Cliff
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Re: True Key icon

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Yes, logging out and in again clears the issue. However, it keeps displaying the wrong icon even after that.  Today, I logged in Ok and the icon showed Blue. Then logged in to a web site using instant login ok. Shortly after I noticed the icon displayed OFF again, although I never logged out of True Key. Despite that when clicking on the icon True Key opened still logged in with the list of logins. Also I was able to login to this forum using the instant login without having to login again. So it seems that this icon isn't being correctly synced, and arbitrarily shows OFF when still logged in.

McAfee Employee marcd
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Message 6 of 12

Re: True Key icon

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Good morning Richard,

Let me look into this, it seems we might have a bigger issue, I will get back to you as soon as I can confirm the problem.

Thanks,

Marc D.

McAfee Employee marcd
McAfee Employee
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Message 7 of 12

Re: True Key icon

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Good morning Richard,

As I said earlier, Oi promised I would get back to you when I knew more. While some issues with the True Key extension not displaying the right status (showing off while you are still logged in to True Key) can be fixed by re-logging in to True Key, we have confirmed that this behavior might continue after that. Good news is that this will be addressed completely with our next release (4.16) due to come out next week.

Thanks,

Marc D.

Wes58
Level 7
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Message 8 of 12

Re: True Key icon ( Actually different issue-Icons & Page Layout!

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Hey guys from the support area....

I noticed on the chrome browser this morning that the icons are Huge!
and the page layout was really weird, like True Key icon symbol at top goes over text in top bar!
The log in area where you log out/log in safe notes/ wallet bar.....
it stays there while you scroll down
and the icon fields are twice the size they were before, have checked page view settings and other sites...they load fine, also on Edge browser....loads fine and normal! ????? Thoughts? Oh; also have reset browser settings and reloaded True Key from your site, no luck, only issue on chrome

McAfee Employee marcd
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Message 9 of 12

Re: True Key icon ( Actually different issue-Icons & Page Layout!

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Hi Wes,

Would you be able to send me a screenshot, you can send them to truekeysupport@mcafee.com

I have not seen this issue and I bet it would be so noticeable that it would be hard to miss.

Perhaps witht he screenshots, I can better pinpoint the source of the issue.

Definitely if it is an issue related with the True Key Chrome extension, you could remove it and  load it again from truekey.com inside your Chrome browser. The issue should then be resolved.

Thanks,

Marc D.

Re: True Key icon

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Thanks for this.  I went into the app, logged out, logged in again, and the icon returned to normal.  Some observations:-

* No help docco explained what the icon meant

* No UI elements explained that there was a sync problem

* Support chat was absolutely worthless, thank goodness I didn't let them remote my PC, who knows what havoc would have ensued

Given the timing of Richard's issue and mine, I suspect a change somewhere has upset some machines.  Only one of my many machines had this issue.  I suspect others out there will have the same concern, won't be able to find an answer either, and won't understand whether they are at risk.  Some documentation needs updating and preferably the app needs to make it clearer what this 'OFF' condition means and how to rectify it.

Cheers

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