password safe synchronzation code generation fails on Windows 11 laptop

WernerD · January 2

When trying to generate a synchronization code for synchronizing the password safe from Windows11 to my new Android mobile phone I reveive the following error message on the laptop after invoking "Connect Devices":
Obtaining a synchronization code failed, try again later"
Please not the menu items and message is translated from German to English., so they might not be exactly like stated.

Firmy · January 21

Hello @WernerD

Thank you for your patience and cooperation.

We have reviewed the FSDIAG you provided. Based on our investigation, the data in the key backend database is automatically cleared if no activity occurs within a year. In this case, the logs indicate activity stopped on 2023-07-29 and resumed on 2024-12-25, which aligns with this behaviour.

To resolve this issue, we recommend performing a fresh installation. While we understand you have already uninstalled and reinstalled the application, this time we suggest using the uninstallation tool to ensure a thorough removal of the app. Please follow the steps outlined in this guide: How to uninstall F-Secure products using the Uninstallation Tool for Windows?

The process will be similar to the steps shared in my previous comment.

https://community.f-secure.com/en/discussion/comment/139625#Comment_139625

Please let us know the outcome after following these steps. If you have any questions or need further assistance, don’t hesitate to let us know.

Thank you, and we hope you have a wonderful day.

Ukko · January 7

Hello,

If the problem is still there, it might be good to know - were you able to use this functionality before? or for the first time and immediately "failure"?

If a retry later was successful, it may have been some kind of "maintenance" on their servers. As such, if your subscription is alright, the only obvious thing can be something like 'network connection is off' or something blocking connection to F-Secure servers.

Thanks!

WernerD · January 7

Hi Ukko,

thansk you for your suggestions, the problem still exists, it never worked before.

My subscription is alright and I am connected to the internet.

I am an IT expert myself, so we can talk also about technical details.

Is there any kind of log file which would show a more detailed error message why the request of the retrieval of the sync code fails? Could I try to connect to the F-Secure servers via another network debug utility to see it e.g. a firewall is blicking the access?

Thx, Werner

Firmy · January 8

Hello @WernerD

Welcome to the F-Secure Community. Thank you for your post.

Can we know which version of the F-Secure app are you using? The latest version currently is 19.8. Can you make sure that you are running on the latest version?

And is this issue only happening on your Windows 11 laptop? Have you tried to generate the sync code from another device e.g. your Android phone?

We would suggest you to try to uninstall and reinstall the app on your Windows 11 laptop, however, before you do that, kindly make sure that you backup the password vault by exporting the entries. Below are the instructions that can help you with the process:

Do let us know how it went and we are here to help you.

Thank you and have a good day.

WernerD · January 9

Hi Firmy, unfortunately your suggestions did not work. I followed them, but the error message when requesting a synchronzation code still shows up:

in English it is something like "Retrieval of synchronization code failed, please try again later"

Firmy · January 10

Hello @WernerD

Thank you for your reply.

To investigate this issue, we would need to collect log files. We kindly ask for your assistance in reproducing the issue and generating the log file for us. Once you’ve done that, please submit the log file to me via private chat. I will provide you with the steps in the chat.

Thank you for your help, and have a great day.

WernerD · January 10

Dear Firmy, please let me know how to get in contact with You using a "private chat", thx.

Firmy · January 11

Hello @WernerD

You will see a mail icon at the top right-hand side of your screen. Kindly click on it to access your chat.

Do let us know if you need further assistance. We are looking forward to your next reply.

Thank you.

WernerD · January 22

Using the F-Seucre Uninstallation Tools and re-installing F-Secure solved the isse. I was successfully able to generate the synchronization code for the password vault and synchronize the vault from my Windows11 laptop to my Android mobile phone.

Thanks and kind regards

Werner

password safe synchronzation code generation fails on Windows 11 laptop

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