Hi Aase,

Thank you for contacting us. The reason mSecure can't access your Mac's camera is because it needs to have permission to do so. You actually should have been asked if you would like to give mSecure access to the camera when you reached the authentication screen, but that shouldn't be a problem. What you'll need to do is open your Mac's System Preferences, then click the "Security & Privacy" option. In the "Security & Privacy" screen, click the "Privacy" tab. In the left column, click "Camera." You should see mSecure in the list of apps on the right. Click the checkbox next to the mSecure app icon, and then you should be able to use your camera to scan your QR code.

Also, I see you have another post in another thread, which I have deleted. We'll talk in this thread to keep our correspondence easier to manage.

It's good to hear you were able to scan your QR code on your Mac. With regards to syncing, it says "<ethernet>" in the sync settings because there is a permission that needs to be implemented in order to show the actual Wi-Fi network name. That is something that will be fixed in mSecure 6, so seeing "<ethernet>" is not a problem in mSecure 5. As long as both mSecure apps are signed in to the same mSecure account and all of the colors showing in the Sync Settings on both devices are green, syncing should work.

Are all of the colors showing in the Sync Settings of mSecure on both devices green? Also, just to be sure, you are trying to sync between an iPhone and a Mac, correct?

Hi Aase,

It sounds like your iPad's encryption information has somehow become out of sync with your account. I'm not exactly sure how that has happened, but we'll be able to get it fixed. I believe it's happening due to either the password change or the account reset. you performed yesterday, but without a lot more information, I wouldn't be able to be sure. The good news is, everything is working on your Mac and iPhone, so we can reset everything on your iPad, and that should fix it. Once all your devices are syncing, then something like this should never happen again.

In order to fix the problem with your iPad, I'm going to have you simply uninstall and reinstall mSecure on that device. Go ahead and tap and hold on the mSecure app icon, then tap the option to "Remove App." After that, tap the "Delete App" button. Now that mSecure has been deleted from your iPad, open the App Store app, find mSecure, and install it again. After it's installed, go ahead and sign in to your account, and that should fix the one problem with the records not showing your data.

Regarding syncing, nothing happens to your information when you change from mSecure Cloud to Wi-Fi syncing. The encrypted data stored in your online account simply gets removed, but it remains as is on each of your devices. I think what happened before is that your Mac mSecure app was not set to be the "Main Computer" in the sync settings. After you have followed the steps above to get your iPad fixed up, let me know, and we'll work on Wi-Fi syncing.

It's good to hear everything is synced on all your devices. What I'll have you do now is open mSecure on your Mac, then open mSecure's Preferences by clicking "mSecure > Preferences" in the menu bar at the top left of your screen. Click the Sync tab in the Preferences, then change syncing from mSecure Cloud to Wi-Fi. You'll be told your data will be removed from the mSecure Cloud, which is what you want. Your data will remain intact on all your devices.

Next, after changing to Wi-Fi syncing, make sure the "Main Computer" box is checked. This designates your Mac as the server of your data. After that box is checked, close mSecure's Preferences, but leave it open and unlocked on your Mac. Open mSecure on only your iPhone, unlock the app, and then create a quick dummy record to see if it will sync over to mSecure on your Mac.

Did that have any effect on the issue?

Ok, it looks like there is a problem with the connection between your iPhone and your MacBook. I thought what you were saying earlier is that "<ethernet>" was in red and not the connection graphic between the boxes. What this means is that your devices are not able to communicate with the IP Address mSecure has. In order for Wi-Fi syncing to work, first the devices have to be able to communicate on a hardware level before they will be able to communicate on a software level. The red graphic indicates there is a problem with hardware communication.

As long as the IP address you are seeing at the bottom of the sync settings in mSecure on your iPhone, your devices should be able to communicate with each other. I can't see the IP Address in the screenshot you attached, but that's something I would need to look at to see if there is a problem. Can you look at your Mac mSecure App's Sync Settings to get the IP address there, then cross-check it in that bottom box in the Sync Settings on your iPhone? Do the IP Addresses match?

I just received an email response from you Aase, so let's continue our correspondence via email instead. It's more private that way, and I can get actual data from you regarding your IP Address there if needed. I'm responding to you now via email.