KEY Premium total synchronisation failure on Android phone

dbarnesdbarnes Posts: 11
in F-Secure KEY
This is a synchronisation failure in F-SECURE KEY PREMIUM. This happened after the last upgrade either to the Android or Win 10 version I believe. If I uninstall F-Secure Key from the Android phone and reinstall, I can use it fine (provided I create at least two passwords) as the FREE standalone version. If I try to synchronise with my other devices, I create a synchronisation code on my PC and enter it into the phone. I am then asked for the Master Password on the other device. KEY then knocks me back to the Master password entry screen. I enter my Android master password and am in KEY, but I do not have the passwords synchronised with my other devices, just the ones entered locally. i have no idea what else to try.
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  • LakshLaksh Posts: 4,443 Community Manager

    Hi dbarnes,

     

    Could you check the steps mentioned in the link here to sync your passwords between the android device and the Windows computer?

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  • dbarnesdbarnes Posts: 11
    Hi Laksh, Yes, done that. I already have two PC's which synchronise (both display "KEY PREMIUM Valid until 1 June 2017"). My problem is that KEY on my Android phone (which was also displaying the same message) and coincidentally, working perfectly suddenly stopped working - in fact I couldn't enter the Master Password. Symptoms were: 1. Incorrect password displays "Wrong password", as it should. 2. Correct password briefly displayed the Android phone screen, then reverted to the enter Master password screen in KEY. So, this is what happens when I try to use the link method you suggested: 1. In KEY on desktop (OR laptop - it doesn't matter) go to "Connect devices". 2. "Generate synchronization code" displays 8 digit synchronization code. 3. In KEY on phone go to "Connect devices". 4. Where it says "Enter sync code", enter the 8 digit code from step 2 above. 5. Press "Connect". 6. Briefly displays "Synchronizing with another device". 7. Enter Master Password from the other device. 8. Press "Confirm". 9. Displays "This app was synchronized with another instance of F-Secure Key." Can't read rest of message, goes away too fast. KEY now asks for Master Password again, BUT IT HASN'T SYNCHRONIZED - only the locally entered passwords are present. *** KEY had been working correctly on all three devices since June 2015 *** I don't think I'm doing anything wrong, but I don't know what else to try.
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  • dbarnesdbarnes Posts: 11
    HI Laksh, Please update on this case as i still cannot sync with my laptop and desktop. note that all three devices have been working fine since November 2014 (on various phones) until sunday when the phone app stopped syncing. the pc and laptop still sync fine. it doesn't look like an installation issue, or incorrect sync procedure. really looks like the Android Key app isn't working correctly.
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  • dukavidukavi Posts: 113 F-Secure Employee

    Maybe you can try to change master password on your Android application to the same one you are using on Desktop version and then generate sync code on Desktop and enter on Android, after that it shouldn't ask you to change master password.

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  • dbarnesdbarnes Posts: 11
    Hi duckavi, many thanks for replying. Unfortunately, that is exactly what I did - I use the same master password on the pc, the laptop, and the Android phone. It still asks me for the Master Password again, it still doesn't sync the passwords onto the phone. NOTE: during all this, the sync between the pc and laptop continues to work. It really, really, looks like the application is trying to work, but cannot write to the phone's drive. Possibly a permissions problem? 10 days now with non-functioning product for which I am paying. Really not a good advertisement for F-Secure is it? Please, any other ideas?
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  • dbarnesdbarnes Posts: 11
    Hi dukavi, please update on this case as I still cannot sync with my Android phone.
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  • dukavidukavi Posts: 113 F-Secure Employee

    Did you try to remove Android app completely and then install again? It should remove your local storage and cached data. After that you may generate sync code on your desktop application and enter sync code on Android app and then fetch your password collection.

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  • dbarnesdbarnes Posts: 11
    Hi dukavi, thank you for your suggestion. I have once again tried it. Please read my original post, this is EXACTLY the procedure I followed immediately I discovered that I could no longer sync. Just in case, I did it again. I don't know what is wrong, but I can't open F-secure KEY if I try and sync before adding locally stored passwords - if I do, then KEY refuses to open. It just keeps displaying the enter master password screen. The only thing I can do is remove the Android app completely and then install again. At this point, I can enter a master password and store passwords locally (at least two are needed to prevent the app locking up again). I can try and sync, and the app keeps displaying the master password screen. One important difference though - I can use the app for local storage only. Please, please read my previous posts. So far, all the replies I have received have been off point, or have recommended actions I have already taken and described in previous posts. Help!
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  • dukavidukavi Posts: 113 F-Secure Employee
    dbarnes, can you please specify the version of the Android and Desktop application you are using?
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  • dbarnesdbarnes Posts: 11
    F-Secure KEY version 4.0.1 on Android, F-Secure KEY 4.0.106 on Windows 10.
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  • dukavidukavi Posts: 113 F-Secure Employee

    You are using the latest versions.

    Perhaps, we can clean up all the data, both on Desktop and Android and start syncing from the scratch.

    You need to make a backup of your password collection and then re-import them again after cleaning local settings storage.

    The steps are:

    1. Create password backup on Desktop by exporting passwords to a file.
    2. Quit KEY and remove folder C:\Users\<username>\AppData\Local\F-Secure\Pwmgr on all Desktop clients
    3. Start KEY again, put master password and import files from a file
    4. Enter premium voucher to enable sync (we will provide voucher in PM)
    5. Remove and install again Android client
    6. Generate sync code on Desktop and connect Android client
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  • dbarnesdbarnes Posts: 11

    Hi dukavi,

    Thankyou for the premium voucher. I followed the six steps you outline exactly. I now have a desktop and a laptop which sync perfectly and both display "KEY PREMIUM Valid until 10 November 2017", and an Android phone which displays "KEY FREE Subscribe now" and contains no passwords! I know that the master password I'm using for the premium machine in Step 6 is correct because if you use an incorrect password on the phone, it tells you that. It appears to fail right at the end of the process. I really don't know what to do now.

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  • dbarnesdbarnes Posts: 11

    Hi dukavi, please update on this case as I still cannot sync with my Android phone.

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  • dukavidukavi Posts: 113 F-Secure Employee

    So you create a sync code on desktop KEY client and then trying to enter to Android app. What happens after that? It asks for new master password and new master password is never accepted? If you are using the same master password on all your devices, it shouldn’t prompt you when syncing. BTW, when you reinstalled Android app, did you clean up all KEY data (there should be an option for it in your Android phone).

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  • dbarnesdbarnes Posts: 11

    Hi dukavi,

    To answer your points:

    1. So you create a sync code on desktop KEY client and then trying to enter to Android app. What happens after that? - I currently have no passwords in KEY on phone. Enter sync code on phone and press confirm. Displays "Synchronising ....". Asks for Master Password used on other device. Enter Master Password and press confirm. Displays phone home screen briefly. Displays KEY opening screen briefly. Displays Master Password entry screen. Enter Master Password and press done. Now in KEY Favourites screen. No passwords!
    2. It asks for new master password and new master password is never accepted? - NO, looks like password is accepted (if it wasn't you get asked for password again which doesn't happen) just doesn't actually sync the passwords.
    3. If you are using the same master password on all your devices, it shouldn’t prompt you when syncing.- Quite.
    4. BTW, when you reinstalled Android app, did you clean up all KEY data (there should be an option for it in your Android phone). - Gives you the option to CLEAR DATA and CLEAR CACHE. Did that each time. Could have also CLEAR DEFAULTS - should I have done that?

    Hope this information helps.

     

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  • dbarnesdbarnes Posts: 11
    Yes, now fixed and working. Many thanks
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