F-Secure Key is not working

Scholar

F-Secure Key is not working

I updated my F-Secure Key on my Windows laptop and it doesn't work anymore. I am not able to log in anymore.

 

I tried to repair it. That didn't help. I unistalled F-Secure Key from my laptop and installed it again. That didn't help either. Nothing happens when I'm trying to log in.

 

There are several posts about this problem. This should have been fixed by now.

11 REPLIES 11
Aspirant

Re: F-Secure Key is not working

I had same problem - I've got several devices (iPhone, iPad, MacBook and Window laptop) and after the upgrade the Key installation on the Windows laptop refused to log me in.

 

1) I uninstalled Key and I also uninstalled the User Data that key uses.

2) Reboot

3) Re-install Key

4) Connect it to other devices again

-- Now I could log in and it showed I have Premium subscription active, but still no passwords

5) I created a new dummy password and saved it (hoping it would force a sync)

6) All the other passwords appeared 

 

Now it works again as expected on the Windows laptop.

This seemed to work for me, but I guess it requires you to have some other device with synced Key password database on it.

 

Aspirant

Re: F-Secure Key is not working

Actually - never mind.

It only worked once.

 

The same problem appears again when Key locks itself.

 

After it locks, I'm back to square one - can't log in again - I just type in the password, hit enter - and nothing happens, the app stay locked.

 

 

Superuser

Re: F-Secure Key is not working

Hello,

 

your latest experience probably also related with current situation:

http://community.f-secure.com/t5/F-Secure-Key/Updated-to-3-0-112-free-version/m-p/70386#M1550

Probably it's same things. And under "current" topic was something as "workaround" for "fix" trouble-situation (per session or always, but with specific steps).

 

Maybe all situation can be based on same "trouble"-stuck. Maybe workaround can be helpful there too.

 

Aspirant

Re: F-Secure Key is not working

It's probably related, but as a wrokaround, it doesn't work
- Input password, hit enter -> nothing happens
- Input password, click "key" icon -> nothing happens

but if I deliberately input incorrect password and hit enter or click the key symbol, it gives "invalid password" error.

So apparently the input function works, it validates the password. Just doesn't unlock the screen if you input correct password.
Superuser

Re: F-Secure Key is not working

Hello,

 

But does it mean that will be next situation:

 

-> If you create new fresh installation (when User Data removed). You able to login and create new passwords (as example).

With current design?! Next launch will be normal? Will be there normal process for "validation" of master-password?

I mean - same steps, which you tried before.. but with "drop" step about sync with your other device.

 

-> If it will be with another background. And master-password will be work always (and there will be missing "trouble-stuck" from another topic and workaround not required there; which maybe can be there anyway - but it's probably another trouble) - it's mean.. that something wrong with ?! feature about synced-devices.

Maybe it was changes and localstorage goes to be stuck or trying to sync something before entering. Anyway - it's probably should be more visible for F-Secure Key team.

 

Just interesting... when there experience about your trouble situation (which not always comes?! as default) - how it will be.. when localstorage/User Data does not synced with something else.

Maybe there can be current behavior... just when user have synced-device (or sync with some of platforms, which can be there as trouble-point).

Highlighted
Aspirant

Re: F-Secure Key is not working

Made some tests

On my Windows laptop (Win8.1)

- Remove Key application & user data + reboot

- Download and Install Key (v3.0.115) and start the program

- Create Master Password

- Create dummy password.

- Use the lock function

- Enter Password - hit Enter -> It works fine.

 

Tried several times. Also restarted Key. It still works.

Rebooted. Started Key. It works. No problems.

 

Next:

- Start Key on my Mac (version 3.0.112)

- Generate Synchronization code - enter the code in Windows app.

- The display changes from "Free" to "Premium"

- I can still see the generated "dummy" password, but nothing else. 

- Use the lock function

- Enter Password - hit Enter -> it doesn't work, the screen won't unlock. Clicking the "key" icon next to the password field doesn't do anything either.

- Entering deliberately wrong password and hitting Enter -> "Incorrect Password" error

 

It seems the error is related to Premium feature - when trying to unlock a synced password database (or a database that is in process of being synced)

 

Aspirant

Re: F-Secure Key is not working

Further troubleshooting - Key generates a log file in AppData/Local/F-Secure/Pwnmgr/Pwmgr.log

It looks like it actually manages to validate my master password - and decrypts the database.

After that it tries to sync everything - but seems it can't validate the sync ticket.

It receives "IAPS verify failed: BAD REQUEST / 1005" and then just gives up claiming the server is unreachable. Not quite sure what IAPS is but I'm guessing it might be Apple's In-App Purchase verification ticket. 

 

My laptop is connected to the Internet and doesn't have connectivity issues. Looking at the config on my MAC the IAPS verification is done against https://iaps.sp.f-secure.com (in Key -> Help -> About -> System Information) - and I've verified that my Windows laptop can reach that URL, so I'm thinking the actual POST information contains something that would generate a BAD REQUEST response from the server.

 

So my guess is - for some reason the latest version of Key fails to validate my In-App Purchase license.. and therefore won't unlock the screen. 

 

Here's my log from my Premium Win8.1 (64bit) Key - I removed the license/identity info from it

 

===== STARTED 2015-05-18 06:56:28 UTC =====
[06:56:29:358] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/less-1.3.0.min.js [1] : less: parsed file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/less/pwmgr.less successfully.
[06:56:29:446] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/less-1.3.0.min.js [1] : less: css for file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/less/pwmgr.less generated in 309ms
[06:56:29:447] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/less-1.3.0.min.js [1] : less: css generated in 309ms
[06:56:29:568] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] LocalStorageProvider init
[06:56:29:576] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [info] domReady
[06:56:29:598] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] TimerService init
[06:56:29:656] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] SyncService init
[06:56:29:670] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] initialize BillingService
[06:56:29:671] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] BillingService platform: Qt
[06:56:29:672] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] PurchaseService init
[06:56:29:681] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] StorageService init
[06:56:29:687] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] pwmcrypto2 initializing...
[06:56:29:690] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] NewsfeedService init
[06:56:29:691] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] RateMeService init
[06:56:29:704] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] authorize: feature sync
[06:56:29:704] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] authorize: feature is not allowed
[06:56:29:704] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] Platform=desktop SubInfo=inactive SubStatus=invalid
[06:56:29:709] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] application initializing, version 3.0.115
[06:56:29:710] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] l10n: Using language: en
[06:56:29:720] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] application initialized
[06:56:29:746] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] all views added
[06:56:29:748] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] isFirstTimeUse: false
[06:56:37:261] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] authenticateMasterPassphrase: start
[06:56:37:261] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] StorageService openWithPassphrase
[06:56:37:261] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] EncryptedPasswordCollection opening
[06:56:37:263] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] EncryptedPasswordCollection decoded master JSON
[06:56:37:263] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] decryptWithPassphrase, left: 1
[06:56:37:264] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] Cant check if build is debug:ReferenceError: Can't find variable: XXXX
[06:56:37:299] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] pbkdf2 native done: 0.035 s
[06:56:37:301] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] EncryptedPasswordCollection master_passphrase callback
[06:56:37:301] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] Decrypting c1 record
[06:56:37:303] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] EncryptedPasswordCollection opened, info: {"LICENCE/IDENTITY INFO REMOVED,"signature":"","subscriptionLength":12,"iapsAppId":"f-secure.key.asknet","verificationStatus":"not-verified","verificationTime":1431932167.46,"feature":"sync"}]}
[06:56:37:303] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] openWithPassphrase: storage opened
[06:56:37:304] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] StorageService initializing service list
[06:56:37:304] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] Current config is Beta: false
[06:56:37:304] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] authorize: feature sync
[06:56:37:305] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] verify ticket for sync
[06:56:37:305] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] IapsService verify
[06:56:37:317] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] Couldn't verify ticket. Allow service temporarily and try to verify later
[06:56:37:317] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] Ticket is valid for sync
[06:56:37:317] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [info] authorize: sync feature authorized
[06:56:37:318] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] verify ticket for sync
[06:56:37:318] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] IapsService verify
[06:56:37:318] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] Couldn't verify ticket. Allow service temporarily and try to verify later
[06:56:37:319] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] Ticket is valid for sync
[06:56:37:322] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] verify ticket for sync
[06:56:37:322] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] IapsService verify
[06:56:37:322] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] Couldn't verify ticket. Allow service temporarily and try to verify later
[06:56:37:322] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] Ticket is valid for sync
[06:56:38:406] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] IAPS verify failed: BAD REQUEST / 1005
[06:56:38:406] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] ticket verification nok: BAD REQUEST / not-verified
[06:56:38:407] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] ticket marked not-verified
[06:56:38:408] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [info] onTicketsChanged, tickets count: 1
[06:56:38:417] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] syncPush, uuid undefined
[06:56:38:417] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] API uploadCurrent...
[06:56:38:440] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] IAPS verify failed: BAD REQUEST / 1005
[06:56:38:440] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] ticket verification nok: BAD REQUEST / not-verified
[06:56:38:440] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] ticket marked not-verified
[06:56:38:440] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [info] onTicketsChanged, tickets count: 1
[06:56:38:441] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] isSyncPossible: already syncing
[06:56:38:441] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] syncPush: Skipping, sync is blocked
[06:56:38:961] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] IAPS verify failed: BAD REQUEST / 1005
[06:56:38:961] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] ticket verification nok: BAD REQUEST / not-verified
[06:56:38:962] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] ticket marked not-verified
[06:56:38:962] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [info] onTicketsChanged, tickets count: 1
[06:56:38:964] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] isSyncPossible: already syncing
[06:56:38:964] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] syncPush: Skipping, sync is blocked
[06:56:41:256] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [error] API uploadCurrent failed: [object Object] / Bad Request
[06:56:41:257] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] validateBackEndResponse: response is undefined -> server is unreachable
[06:56:41:258] -C- file:///C:/Program%20Files%20(x86)/F-Secure/F-Secure%20Key/www/js/ext/pwmlog.js [1] : [debug] syncPush failed, server-unreachable

Aspirant

Re: F-Secure Key is not working

Further troubleshooting - Key generates a log file in AppData/Local/F-Secure/Pwnmgr/Pwmgr.log

It looks like it actually manages to validate my master password - and decrypts the database.

After that it tries to sync everything - but seems it can't validate the sync ticket.

It receives "IAPS verify failed: BAD REQUEST / 1005" and then just gives up claiming the server is unreachable. Not quite sure what IAPS is but I'm guessing it might be Apple's In-App Purchase verification ticket. 

 

My laptop is connected to the Internet and doesn't have connectivity issues. Looking at the config on my MAC the IAPS verification is done against https://iaps.sp.f-secure.com (in Key -> Help -> About -> System Information) - and I've verified that my Windows laptop can reach that URL, so I'm thinking the actual POST information contains something that would generate a BAD REQUEST response from the server.

 

So my guess is - for some reason the latest version of Key fails to validate my In-App Purchase license.. and therefore won't unlock the screen. 

 

It looks like the forum doesn't allow me to post the log - so no examples, sorry.

Superuser

Re: F-Secure Key is not working

Hello,

 

As additional for your experience.

 

I just can to add next points from my experience and potential troubles:

 

-> Commonly I have small localstorage file and not many passwords under list of entries.

Quite small.

I goes to re-check briefly about synced-things between laptop Windows and Android-smartphone.

All works there (about sync-features and I able to use master-password for entering to Key under laptop).

 

-> I also have quite large password databases (which not in use... usually), but not sure... maybe it's not really large. 220 passwords and exported file will be 2Mb;

 

So with current background... between two laptops I get next points:

 

--> Sync not work :) it's stuck. Or need to wait hours, when it goes to be re-synced. Such as system should be "idle" and need just wait (because sync for some passwords also comes with delay or can be triggered by any changes around UI of Key, which not work with large database). It's goes be synced probably (under information), but not "synced" in fact;

It's about situation when devices was already synced (before imported or created too much many passwords). As example steps was next: clean installation for one laptop (Windows), create one password/add premium voucher. Clean installation for second laptop (Windows), added premium code from first laptop. Devices are synced. Small changes work (sync work); Import 220 passwords to first laptop. It's added.... and with current step... second device does not updated (I not wait hours, of course.. maybe it's can be work) - but I get some of specific points, which can be marked as "maybe it's will be not synced after hours too". Also... :

 

--> When I have one device with valid license; current device with current database (220 passwords/2mb exported file) and other device (not premium version), which I want to connect.

It will be not work. After "added code" and add master-password (for same between devices).. I just get pop-up that License expired and not valid already (need buy new one). In fact.. it's still valid under other device... and if I remove some of passwords (to get small database) it will be work and synced between.

 

Probably it's can be related with your latest experience.

And maybe there can be next point:

 

--> With some of "size" of synced-information (it's can be small, but enough for stuck) request goes to be too much large. And it's create stuck, mistake or other.

 

My examples was about two variants: too much small and too much large databases.

With first variant - all work.

With second variant - a lot of strange points (and not work or... need to a lot of time for check it more).

 

Maybe your situation about "enough large"  database and as result with new versions it goes to be with:

-> master password entering goes be "ignored" (in my situation - it's or work or I can not to get synced; and I not check variant with "just enough high" passwords). And other some of strange points.

 

?! Not sure how many KB can be during synchronization process (under F-Secure cloud), but maybe it goes to be over-the-limit. Maybe about some of "metadata", "headers" or other length/size. Not really friendly with development-things, technologies and client/server/cloud points.