Hi Ricky,

This one's not a dumb question at all! I believe you are running into a bug a handful of users are experiencing where the Windows app is freezing on the splash screen. Our developer believes he has this fixed, and the new build has already been submitted to the Microsoft Store. At this point, we're just waiting for them to approve the submission, and it will become available in the store.

Unfortunately, we thought we had this fixed in the newest version in the Store, but we've found out since that users are still encountering the freezing on the splash screen. We're trying to get information on what's causing this to happen, so if you would be willing to download a logging version of the app, that would be fantastic. The only thing I would need is the email address you use to sign in to the Store app on your PC. If you are willing to download the logging version, but you don't want to write out that email address here in the forum, we'll need to move over to emails instead.

Hi Rickey,

Thank you so much for your willingness to help. We now have a new build that should fix this issue, but we're needing to confirm the fix. I'll get you access to that build as soon as can add you to the logging build in our Microsoft Dev portal. Is the email you added to your last post the email you use for logging in to the Microsoft Store app? I need that email address in order to get you access to the new build.

Hi Rickey,

Ok, I was able to get you added for access to the new build. Make sure mSecure is closed, then close the Store app on your PC if it is open. Open the Store app again, then click the library icon near the bottom of the thin left column. Click "Get updates" in the top right, and you should see the new build is available, and it should start downloading immediately. 

Were you able to download 6.0.149.0, and if so, is the issue resolved, or are you still seeing the freezing take place?

Hi Rickey,

Thank you for getting back to me. Based on initial reports, we were thinking this build fixed the problem, but we've since learned it didn't, so you're doing nothing wrong here.

The thing we need to do now is get logging from you to see if that helps our developer get more details to figure out the cause of the problem.

To enable logging in mSecure for Windows:

1. Copy and paste this text into the Taskbar's Search field just to the right of the Windows button: %userprofile%\appdata\local\packages\mSevenSoftware.mSecure10
2. After pasting in the text, click on the folder option that should appear
3. Open the LocalState folder
4. Right-click anywhere in the empty portion of the folder, hover over "New" then click "Text Document"
5. Name the file, "mSecureLog.txt"

Now, go ahead and run mSecure and cause the crash or error to appear, then send me the "mSecureLog.txt" file. Note that the log file is overwritten after each crash, so if you are trying to send multiple crash logs, you will need to create a new "mSecureLog.txt" file each time you trigger the issue.

Hi Rickey,

Thank you for the update, and it's good to hear things are working now. I can confirm the log file is empty, but thank you for sending one anyhow. We're sure this issue isn't fixed yet, so if you run into the problem again, please do let us know.