Not syncing on iOS : mSecure Support

K

Karen

started a topic almost 2 years ago

My husband and I both have mSecure 6.0.8 on our iPhones. They are supposed to sync with our desktop via wifi. Our phones’ mSecure apps are set up exactly the same. Mine syncs, his does not (it used to; we’re not sure when it stopped). His shows “There was an error connecting to the server.”

Mike - mSecure

said almost 2 years ago

Hi Karen,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. I'm not sure what's happening here, but I'll do everything I can to help. The first thing I need to know is which account are all your devices signed in to? I checked the email you are using here in the forum, but I didn't find an account using that email in our system. I need you to check the email address you see in the Account Settings of each mSecure app using the instructions below.

For iOS:

1. Tap the menu icon in the top left of mSecure's main view

2. Tap Settings at the bottom of menu

3. Tap Account Settings

For the Mac app:

1. Open mSecure

2. Click "mSecure > Preferences" in the menu bar in the top left of your screen

3. Click the "Account" tab

For the Windows app:

1. Click the settings icon in the bottom of the left column

2. Click Account Settings

Which email address do you see on each device?

K

Karen

said almost 2 years ago

We are using the account tied to family@ovillavet.com. We no longer use that email but I hadn’t looked into how to update it in mSecure.

Mike - mSecure

said almost 2 years ago

Thank you for getting back to me with the account information. I was able to find it in our system.

In order for Wi-Fi syncing to work, mSecure on your main computer and all client devices must be open AND unlocked. If mSecure is closed on your computer, a connection cannot be made between the client and server, so a sync cannot be performed.

Also, the settings/preferences cannot be open in mSecure on any device. If the settings/preferences are open, the desktop computer is considered to be "busy," and the sync will be aborted.

I'm going to have you turn off all your devices, let them sit for about a minute, then turn them back on. After they have rebooted, start mSecure on your main computer and the client device you are using, unlock the app, then leave them both on the main view. Does a sync take place within about ten seconds?

If a sync doesn't take place within a minute, please run through the instructions in our Wi-Fi sync help article: WiFi Syncing Issues

If syncing is still not working, go ahead and open mSecure's Sync Setting on each device. Make a list of each of the properties displayed in the sync settings and let me know which ones are red, yellow or green.