F-secure total password manager has bug, lost passwords for many accounts, version 19.2, on win11

late101530

When I'm using F secure total on both win11 laptop and win 10 desktop pc.

I'm having problems after updated F-secure total into version 19.2 on win11 laptop

1.) im signed in to wifi and internet on both laptop(win11) and pc (win10)

2.) im signed into same password vault

3.) both computers has f-secure total program

4.) pc win10, has F-secure total version 19.1

5.) laptop win11, has F-secure total version 19.2

6.) several of my passwords fields from several account entries got deleted from the laptop version of the password vault, but they are retained and correct in pc version of the vault

7.) several of my "notes" fields from several account entries got deleted from the laptop version of password vault, but they are retained and correct in pc version of the vault

8.) pc win10 F-secure version 19.1 is working ( I can login to google email

9.) I cannot login from laptop to same account because the goddam password is deleted from there?!?!

late101530

laptop winver is as follows:

win11

23H2 22631.2506

pc winver is as follows:

win10

22H2 19045.3570

late101530

It is difficult to trust the software after this...

late101530

restarting laptop didnt fix the issue on the laptop

Ukko

Hello,

Sounds extremely strange.

I am only an F-Secure user, but some suggestions there:

• maybe it is a good idea to 'export' your passwords from perfect Windows 10 unit. So, to keep all things as you wish them to be. Just in case, if this client will receive update too and something happened afterwards. Exporting Password Vault data | Total | Latest | F-Secure User Guides (<- there is a guide to do so).
• then, could you try to check and verify that both devices are still 'synced'. For example, to create a completely fresh entry in Windows 10 and see it in Windows 11 machine?
• can you try to export your passwords/entries in Windows 11 machine and manually check what is inside .fsk-file. Does 'missed' parts are visible there?
• could you notice any 'connection' between all trouble entries / notes - which are visible in PC and not visible (exist?) in laptop?

Thanks!

In any case, surely F-Secure Community Managers will help you with a bit more technical assistance about this subject. But you still can try suggestions - just to gather a bit more information about and its sides. // Sorry for my English!

late101530

tried that trick of exporting from the bad case, the laptop 19.2 F-secure version

the passwords exist in the exporrted cleartext, but they dont get shown in the UI when accessed the vault on laptop. Same is case for the "notes" field data.

late101530

added dummy account from my phone into the same vault.

dummy account did not get synced to the laptop vault version

late101530

I tried the tricks suggested and they gave some indication about what could be wrong, so thanks for that. but i will vote to reject answer since issue still is unfixed.

late101530

I did further testing on the win11 bad case laptop.

findings

1.) I logged out from the win11 f -secure total account and relogged in

2.) I saw that the newly created account I made from another device into this vault earlier -> that account got synced to this laptop

3.) however the problem of invisible password and notes field still remained in the laptop win11 UI for some account cases. so we can conclude the vault is syncing but still not showing proper password and notes fields for all accounts

Firmy

Hello @late101530

Thank you for your post comments.

3.) however the problem of invisible password and notes field still remained in the laptop win11 UI for some account cases. so we can conclude the vault is syncing but still not showing proper password and notes fields for all accounts

Could you provide more details about what you mean by the passwords and notes not showing properly? If they appear hidden, try clicking on the eye icon to make them visible.

Additionally, could you confirm whether the passwords and notes contain ANSI characters?

Regarding syncing issues, it's possible that syncing from two devices might be causing the problem. For smoother synchronization, I recommend connecting devices from your PC to your laptop only. If you make any changes on either device, the password vault will be updated on both machines.

Feel free to reach out if you have any more questions or need further assistance. Have a wonderful day.

late101530

on the laptop version it looked like the same amazon account did not show that a password field even exist on the UI, and same thing for the notes field. there does not exist eye icon because the whole password field dont exist on laptop UI. So basically the laptop version only shows these fields for this amazon account: username field, and webadress field.

on the pc version it looked correct on the same amazon account that there DOES exist the password field (with password copy paste functionality that works), and the notes field. The pc version shows the correct fields for this amazon account: username field, password field, webadress field, and notes field.

I can say that the password and notes fields contain lower and upper letters, special characters and numbers, same is the case for notes field in this amazon account that I have in the vault. I would not reveal more in this public forum.

late101530

I think it is safe for me to to post picture of the bad case situation on laptop vault, because it does not work in this case anyways. I censored out some sensitive accounts details myself just to be sure.

Firmy

Hello @late101530

Thank you for your reply.

I recommend syncing the password again from your PC to your laptop to ensure the accuracy of the synchronization. You can follow the steps outlined in this guide for assistance: Connecting devices to sync your Password Vault data across all your devices | Total | Latest | F-Secure User Guides

If the issue persists, we kindly suggest uninstalling and reinstalling F-Secure Total on your laptop. Please use our Uninstallation tool to ensure the removal of user data. Afterward, reinstall the application and proceed to sync the Password Vault.

Please keep me posted on the outcome.

Thank you for your cooperation, and I wish you a pleasant day.

late101530

I followed both approaches

A) synced from laptop to the PC's sync code of the vault

-> did not solve problem with missing password and notes field of amazon account

B) uninstalled with uninstall tool, and reinstalled F-Secure total on laptop, and synced to the PC's vault sync code

-> did not solve the problem with missing password and notes field of amazon account

late101530

can it be some win11 based issue, because it was working on my win10 PC. I would still like to use the F-Secure Total password app on my win11 laptop though.

Firmy

Hello @late101530

Thank you for your reply.

B) uninstalled with uninstall tool, and reinstalled F-Secure total on laptop, and synced to the PC's vault sync code

-> did not solve the problem with missing password and notes field of amazon account

Regarding the reinstallation, could you confirm whether you encountered options to either create a new master password or connect devices to access the Password Vault? If so, which option did you choose?

Additionally, I've sent you a private message. Could you please share screenshots from both your PC and laptop illustrating how the entry is supposed to look? This will assist us in better understanding the situation.

In the event that you make changes on the PC, are they reflected on the laptop and vice versa? Could you verify that the network connection on both devices is operational? Are both devices connected to the same network, and is the VPN turned on?

To further investigate this issue, we may need to gather FSDIAG from your laptop. However, we'd like to collect all relevant information first.

We appreciate your cooperation and look forward to resolving this matter.

Thank you.