App no longer working on iPad Pro

jjsteele

After returning from vacation, I find the app crashes as soon as the touch ID is recognised. Is this a known problem?

John

Firmy

Hello @jjsteele @NicoF

Thank you for reaching out.

The new version of F-Secure ID Protection, 6.4 has been released on the App Store! If you've been experiencing any crashes lately, updating the app should fix that issue right up.

If you need any help with updating or have any questions, please don't hesitate to reach out to us. We're here to help!

Thank you for choosing F-Secure ID Protection and have a fantastic day!

jjsteele

I can confirm I can login again.

Many thanks.

Grigo1893

Same problem. They wrote that they’re working on it. the workoround can’t help because since you can’t open the original app (it crash to me too) you cannot syncronize.

zaimazmi

Hi @jjsteele @Grigo1893

Thanks for contacting us at F-Secure Community.

Please be informed that currently, we have an issue with the ID Protection on iOS devices specifically on version iOS 16.3.1 which affected the users to unlock the app itself.

This issue has been escalated to our R&D backend team for further investigation, and they are in the midst to expedite the progress.

As of now, the suggested workaround is to reinstall the ID Protection itself from the problematic device. We strongly suggest you back up your data from Password Vault if you used it on the ID Protection on the 2nd device. Otherwise, you may use the sync code to transfer the data from other devices.

Exporting Vault data from the app | ID PROTECTION | Latest | F-Secure User Guides

Syncing your Vault data with other devices | ID Protection | Latest | F-Secure User Guides

Thanks!

NicoF

https://community.f-secure.com/en/discussion/comment/132380#Comment_132380

This is such a critical problem for many of us (customers) that I would have expected a more proactive communication from F-Secure. So very disappointed by the level of support!

BTW, how do you suggest to sync or export passwords if we cannot open the app. This is ridiculous! :(

Any estimation to share with us about the time it will take to solve the issue?