MAC OS remove Msecure completely : mSecure Support

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Sven

a créé un sujet sur 2 ans il y a

Hi,

since update 6.0 my msecure crashed every time I start it. I tried to remove it by deleting the app from app folder. Doesn't word. I tried to remove all entries from Keychain. Doesn't work.

Every time I removed everything I found from msecure - I start it and "it shows my e-mail account". So there must be anything else on the harddrive. I can't start this /&%"/& Tool anymore - but I can't remove it completely. Support doesn't answer me. So please help me and tell me please where on my MAC harddisk this is installed. I have the newst Mac OS Version.

Thanks in advance

Regards

Sven

Mike - mSecure

a dit sur 2 ans il y a

Hi Sven,

Thank you for contacting us, and I'm sorry for the issue you are experiencing. Also, I'm sorry for the long response times, but we're overloaded right now in support after the v6 release.

We have heard of this crashing issue from a handful of other customers, but we're not sure yet what's causing it to happen. I have asked if other could help with sending us logging, but I haven't been able to get any yet. Would you be willing to help us with sending in logging from the Mac app?

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Sven

a dit sur 2 ans il y a

Yes, I would send you the logs. But what log do you mean? The crash report? Or where can I find the log you need?

I found out that the app crashes after connecting to iCloud. I deleted the Msecure folder - but msecure recreated the same folder structure in cloud - then it crashes.

I can create this error by deleting all msecure files i found in user lib + deleting the app.

Then I have to reenter my credentials plus QR code. I blocked the traffic between icloud and msecure - and the program stays in memory until I open the network to icloud - CRASH

So please tell me what log file you need.

Regards

Sven

Mike - mSecure

a dit sur 2 ans il y a

Hi Sven,

In order to create logging in mSecure, you'll need to follow the steps below.

First, you'll need to open the "Console" app. You can find that in the "Utilities" folder in your "Applications" folders, or you can simply bring in Spotlight and type in "Console."

After you have opened the Console app, follow the instructions below:

Click into the search field in the top right, and type in "msecurelog" and press the "return" key on your keyboard
Click "Start streaming" in the main window
Open mSecure, very quickly, click "Help" in the menu bar at the top left of your screen, then press the "option" key on your keyboard
In the options that show up at the bottom of the Help menu, click "Enable logging"
mSecure should have closed by now if it crashes, so open it, and you should see logging in the Console
Click on any of the log entries, press "command+A" to select all, copy it to your clipboard, and then paste that data into a new TextEdit document.
Save the text document, then attach that in your next response

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Andru

a dit 4 mois il y a

So I am having this same problem. a few years later but msecure crashes every time I open it. I have tried deleting it but when I reinstall from the app store it remembers my login information. I suspect a temp file or something like that is corrupt. It works on my other devices but no on my main macmini computer. this whole problem started when I started to share my vaults with other people. I. have already gone back and forth with support and then I found this thread, many years too late. seems like whatever the bug is mSecure has yet to fix it.

Mike - mSecure

a dit 3 mois il y a

@Andru I'm not sure what you mean here. This thread is regarding mSecure getting removed from your computer by macOS, which actually can't happen, but it is in no way related to any type of bug that causes the app to crash.

If you are experiencing crashing, we'll work on the problem, but I first need to know what you mean by saying you're experiencing the same thing as reported in this thread.

Also, the reason you are not able to reset mSecure by deleting the app is because for macOS, application's database and settings files do not get destroyed when you delete the application. This is simply how macOS apps work. If you need to reset the app, you have to delete the database file first. I can help you with that, but before we do anything, I need to understand more about the issue.

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Andru

a dit 3 mois il y a

Mike,

I have been in touch with someone at mSecure already. I thought we resolved my concerns but then I added another person to a vault and the whole problem started again. I have no desire to delete by entire database. I already did that and recovered a saved backup. I have cleaned up a lot of items since then, probably 10 hours of work. When I added that extra person to my vault that particular computer keeps crashing but my other computers and my iphone do not crash (yet). I was able to figure out how to navigate to some records by searching but when I click "all records" it crashes every time.

You all clearly have a bug that needs to be resolved. This was not a problem in the past. I had one person in my vaults. Then I added two employees and started sharing the same vault with them and problem after problem. Those two people are not getting a clean synch. they are only getting a handful of records. We have all paid for this service, I have been a member for many years now. I need a real solution.

What can I do to help you help me?

Mike - mSecure

a dit 3 mois il y a

@Andru We only have one known bug we're currently trying to fix at this time, but it doesn't sound like what you're dealing with here. At this point, I don't know what causing this to happen, because you're the first to report this specific behavior. The known bug occurs when you change the Sort feature for the records getting displayed in the app, and that bug, to our knowledge is in no way related to the Cross-Account Share feature. However, I'm not entirely sure at this point if what you are dealing with is actually related to Cross-Account Sharing, so I'll need to get more information from you.

The first thing I need to do is clarify here is that when I say you would have to delete the database file, I'm not referring to you deleting your information. You are using mSecure Cloud syncing, so when you delete the database file on a Mac or reinstall mSecure on any of the other platforms, your data is will simply sync back into the app from your mSecure Cloud account. In other words, your data's "source of truth" is the mSecure Cloud not your computer's mSecure database file. I mentioned the database file to simply let you know that the only to reset the app as you were describing is to delete the database since it persists when you uninstall the app. Resetting mSecure by deleting your database file and signing back in to your account should take about 1 minute of your time, so it's a very simple troubleshooting step.

Now onto the issue you're experiencing. I checked your account, and there is something very strange happening. I'm seeing you have two different shared vaults, and both of those vaults have a member added to them that your account is not connected to, which should not be possible. When adding members to vaults, you first have to invite them to share data with your account in the "Users" tab in the Sharing Center, and this one member isn't showing a "Connection" to your account in our system. This doesn't make any sense, so I'm going to need to talk to you about the account.

The problem is, if we do this here in the forum, the email addresses of the accounts along with the vault names will have to be recorded here in the forum. It would be best to move this over to email support where I can ask you specific questions in a private email thread. I'm going to move find the last email exchange you had with the other support rep and respond to you via email where we can continue the troubleshooting process. That email will be sent out within the next 10 minutes or so, and we'll keep our correspondence via email from here on out for the sake of privacey.