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Message 1 of 18

Windows app not responding

Hi,

I have been using the Windows App for True Key which is installed on my PC.  This has been working fine for a number of years.  Yesterday when I launched it the app just hung.  After a while there was a message saying "Not Responding".  I waited but still no response.  Tried rebooting the machine but had the same problem.  Tried unistalling the True Key app and re-installing.  Still have the same problem.

Can anyone advice what I should do.

The Chrome and Edge plugin versions still work fine although I really liked the full windows version of True Key but its just stopped working.

Also tried to start a chat session but that doesn't seam to work.  After starting a chat session I just get an empty window.  When I try to close it I'm asked if I want to end the chat session.  Obviously I don't want to close it so I wait a bit longer but still just a blank empty chat session box.  Help would be appreciated with this one too.  Thank you.

Thanks in advance for your help.

17 Replies
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McAfee Employee
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Message 2 of 18

Re: Windows app not responding

Hi there again,

Can you try something, please temporarily disable your antivirus security program, reinstall the True Key app and making sure your security app is disabled, try to open True Key on the desktop.

Let me know if this makes any difference.

Thanks,

Marc D.

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Message 3 of 18

Re: Windows app not responding

I have the same problem as the original poster.  Tried to turn off my antivirus (which is Mcafee btw) and it still says "not responding".

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Message 4 of 18

Re: Windows app not responding

Good morning,

We think that we have found the root cause of the blank screen on the True Key desktop standalone app that has affected our users recently. It is related to the Google Chrome browser, probably a recent update and we seen that other apps have been similarly affected by this.

Please update the Chrome browser or re-install it and let me know if the issue is fixed and you are able to open True Key without any issues.

If issue persists, restore the browser following these steps:

  • Go to chrome browser Settings option using the drop-down menu
    • Now, scroll down the cursor and choose the Advanced button available at the bottom of this page
    • Next, click Restore settings to their original defaults option under Reset and clean up section

Thanks,

Marc D.

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Message 5 of 18

Re: Windows app not responding

I understand, I see that errors might be different for some of our users but still the desktop app is not accessible.

I will look into this with the team and will provide hopefully more about this tomorrow.

Thanks,

Marc D.

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McAfee Employee
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Message 6 of 18

Re: Windows app not responding

Good morning,

I just wanted to confirm as I promised, that the fix patch has been released this morning and it will automatically patched your True Key desktop application to fix the blank screen issue.

Let me know if there are any issues, thanks.

Marc D.

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Re: Windows app not responding

Tried this on 2 machines and now the desktop app will not install and I get the message "could not reach the sorry" or "oops something went wrong".

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McAfee Employee
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Message 8 of 18

Re: Windows app not responding

Hi,

Can you please tell me how you tried to install it and if you tried on both machines?

Also, is True Key running in any other device?

Thanks,

Marc D.

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Message 9 of 18

Re: Windows app not responding

Good morning,

We think that we have found the root cause of the blank screen on the True Key desktop standalone app that has affected our users recently. It is related to the Google Chrome browser, probably a recent update and we seen that other apps have been similarly affected by this.

Please update the Chrome browser or re-install it and let me know if the issue is fixed and you are able to open True Key without any issues.

If issue persists, restore the browser following these steps:

  • Go to chrome browser Settings option using the drop-down menu
    • Now, scroll down the cursor and choose the Advanced button available at the bottom of this page
    • Next, click Restore settings to their original defaults option under Reset and clean up section

Thanks,

Marc D.

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Re: Windows app not responding

 

I sent the installation file from my Smartphone (True Key still works on it except I can't export the logins) to my email and then opened it on both my Desktop and Laptop.

I've uninstalled Chrome and Edge completely. I removed the extension from Firefox. I then restarted my machines. The after full reboot try to reinstall True key. Still it will not completely open.

I've attached a screen shot from Task Manager showing the True Key elements. If it helps.

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