ID PROTECTION reinstall issues

WestCoaster

Hi, I haven't really used this part of my F-Secure protection package but today thought I would start. It prompted me for a Master password and after a couple of failed attempts, I realized that whatever I set it as originally, I'd forgotten.

I went to the Support webpages and located the instructions on how to proceed. I have a MacBook Pro running the latest release of Ventura 13.0.1. After following the instructions to remove the app and data using the Terminal commands, I downloaded the app from the website and ran it.

It's reinstalled but after the initial screen which says Start Using ID PROTECTION, I get nowhere. I click on that button and am taken to a screen with the word Activate above a white rectangle. Briefly an animated circle appears in the middle of the rectangle. When it disappears, nothing happens. So I'm unable to activate the reinstalled ID PROTECTION application.

Help?!

zaimazmi

Hi @WestCoaster

Thanks for contacting F-Secure.

Based on your issue, may I know if you have tried to switch to another internet connection while activating your ID Protection? If not, I can suggest you switch the internet connection and reactive the ID Protection.

Alternatively, you can redo the new installation again by removing the existing program using our tool instead.

You can get the tool from this link. Download the Uninstallation Tool for Mac.

https://www.f-secure.com/en/home/support/tools

Make sure you need to choose "To remove the program and program data", and redo the new installation for ID Protection.

Thanks!

Firmy

Hello @WestCoaster @Aamukaffe

We have fixed the issue. Kindly reinstall F-Secure ID PROTECTION on your Mac and let us know the outcome.

Looking forward to hearing from you.

Thank you and have a good day.

WestCoaster

Sorry meant to attach these screenshots for your reference

Aamukaffe

https://community.f-secure.com/en/discussion/comment/131051#Comment_131051

Hi!

I tried to follow your uninstall guide but still the application gets stuck in activate screen. I tried to switch network but only thing it affected was tho the time "loading" circle lasted visible.

Firmy

Hello @Aamukaffe

Our team is looking into this issue at the moment. We are investigating this issue and fixing it.

Once we have received more information from them, I will let you know in the next comment.

Thank you for reaching the F-Secure Community page. Have a good day.