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New Iphone 11 will not sync via wifi

 I have a new Iphone 11 and win 10 updated to the latest version and msecure 5.7.2.  I connect my phone to the USB port and on the computer....I get a green icon between the phone and the desktop...but nothing ever syncs?  Any ideas?  I used to do this all the time with my 6S and msecure worked like a champ every time....I must be missing something?  Thanks in advance of any help... -Kurt

Thank you for contacting us Kurt. You don't need to connect your phone to your computer via USB cable in order to perform a sync of your data. In fact, syncing via a hardwired connection isn't supported in the app. Connecting your devices in this manner won't hurt anything, it's just that the syncing is actually happening over your Wi-Fi network and not the cable.

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.

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