Hi George,

Thank you for contacting us. We have heard of a small handful of customers running into behavior of this nature, but since there are so few, we haven't been able to get enough information to figure out the cause.

Can you let me know what type of device you are running mSecure on? Is it a MacBook, iMac or Mac mini, or does it happen on all of those devices you own? If it's a MacBook, do you see any pattern as to when it happens? For example, is it unlocked before you close the lid to the MacBook, and then when you open the lid later, it's still unlocked?

That's a good observation about the port listening, but mSecure doesn't listen on any ports when it comes to syncing, except if you're using Wi-Fi syncing. For all other forms of syncing, it polls the cloud service for the sync data, and then decides whether a sync is needed based on whether the sync file has changed or not.

We've actually done testing to see if it was simply a matter of the computer going to sleep while mSecure is open and unlocked, and that definitely isn't the problem. At least, it's not as simple as just letting the computer go to sleep while the app is open. On our devices, mSecure is locked after the computer wakes up, so we haven't been able to reproduce the issue.

There are a couple of ways we could go about working on this, but what I would prefer doing is having you install the beta version of mSecure 6 to see if the issue still occurs. Are you open to running the v6 beta? It's near ready for release, so it's very stable. Also, I would have you make a backup of your mSecure 5 data, so worst case scenario is that you would have to reset your account and downgrade to mSecure 5 if you didn't want to continue using the newer app before its public release.

I do believe the latest beta 6 release for Mac and iOS is build 803. Do you already have access to the beta George, or are you needing to get added to the program?

If you do need to get added to the v6 beta program, please send an email to "[email protected]," and I'll get you added so you have access to v6 on all your different devices.

Hi Mark,

I'm going to need more details from you, because each device can exhibit different behavior. Also, since the v6 release, we have not had other users reporting this as an issue, so whatever it is you're experiencing may not have any connection to the issue raised in this thread.

Can you tell me exactly what's happening? Also, are you able to reproduce the problem at any time, or is it random? If you can provide me steps to follow that reproduces the issue on my Mac, it should not be difficult to fix.