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Truekey not working via Comcast

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I have been trouble connecting to Truekey for the past several days. Technical support / chat cannot solve the problem and have escalated. I've now discovered that when I use a different wifi network (hotspot via my mobile phone vs the Comcast network I have at home) Truekey actually works. I have tried resetting my router/cable modem to no avail. Any suggestions on the solution to this problem?

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McAfee Employee

Re: Truekey not working via Comcast

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Hi Sanjay,

Glad that it works now. It appeared that it was an issue for some of our users on certain ISP's impacting them signing in to their True Key profiles.

Regards,

MarcD

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Peacekeeper
Level 20

Re: Truekey not working via Comcast

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Will ask the expect on TK to comment

mate can you assist  here please

McAfee Employee

Re: Truekey not working via Comcast

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Good morning,

I would need to know more about the issue you are experiencing. I would need to know the exact error message and when this is obtained?

I also would need to know on which platform you have True Key installed (Windows, MAC OS X, IO S or Android)?

Also it would be helpful to know the versions of True Key and of the platform system you are using.

Thanks,

MarcD

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Re: Truekey not working via Comcast

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Mac OSX 10.11.6.

Truekey Version 1.20.0 (1.20.0.2205)

Error message below

Screen Shot 2016-09-12 at 8.37.58 AM.png

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McAfee Employee

Re: Truekey not working via Comcast

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Good morning,

We have received reports that users on certain Internet Service Providers may experience issues accessing their True Key profiles.  We are investigating and will let you know once this is resolved. Thanks for your patience.

MarcD

McAfee Employee

Re: Truekey not working via Comcast

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Hi Sanjay,

Please try to login again tomorrow to True Key and let me know if it works.

Thanks,

MarcD

Re: Truekey not working via Comcast

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It works  now.  Thank you.

If you don't mind my asking, what changed?

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McAfee Employee

Re: Truekey not working via Comcast

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Hi Sanjay,

Glad that it works now. It appeared that it was an issue for some of our users on certain ISP's impacting them signing in to their True Key profiles.

Regards,

MarcD

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