If you experience that certain files or folders in your local folder aren't being synced to your SecureSafe, it may be because of one of the following issues:

You may have used an incompatible character in the files or folder name(s). Check to see if any of the following characters are used in a file or folder name and rename them if so:

• / (forward slash)
• \ (backslash)
• < (less than)
• > (greater than)
• : (colon)
• " (double quote)
• | (vertical bar or pipe)
• ? (question mark)
• * (asterisk)
• dot at the end of the filename (.)

Also note, that the following file types are ignored by the SecureSafe Client meaning they will not be synced to your SecureSafe:

• name begins with or ends with an empty space or tab
• empty files (size 0 bytes)
• folders and files with names that contain more than 128 characters
• desktop.ini
• thumbs.db
• Thumbs.db
• .ds_store
• .thumbnails
• .Temporary Items
• .Trashes
• .DS_Store
• .Document Revisions-V100
• .fseventd
• .apdisk
• .svn
• .htaccess
• .securesafe.*
• .*conflicted copy.*

Furthermore, if you exceed the storage limit for your SecureSafe, all files you add to your local SecureSafe folder after this point will not be uploaded to your safe.

When two people work on the same file at the same time, it is not possible to determine, which version is more current. To make sure no edits are lost, the SecureSafe desktop app will save both versions, but only sync one. The other version will be marked with a name, time stamp and the extension “conflicted copy”. It will only be saved locally on the computer of the person responsible for creating it. This means that if a file with the name extension “conflicted copy” appears on your computer, you are responsible for merging the two files. Alternatively, you can rename your file and it will be synced normally.

A conflicted copy is created if:

• two people work on the same document simultaneously.
• two people create a file with the same name in the same folder.
• someone leaves a document open in a program with autosave on and another person starts working on it.

The best way to prevent conflicted copies is to create a “Currently under edit” folder. Before you start working on any document:

1. Sync all files to check that no one else is working on the document.
2. Move it to the “Currently under edit” folder.
3. Sync this change so your team members know someone is working on the document.
4. Edit the document as wished.
5. Once done, move it back to its original folder and sync all changes.

All changes that you make to your local SecureSafe folder on your PC/Mac will be synchronised with your SecureSafe online. However, if you happen to delete a file by mistake, you can always retrieve it from the trash folder in your online SecureSafe account, which will keep a copy of all deleted files so long as you don't choose the option "Empty trash".

Here is how to install SecureSafe on a Mac running on the latest Apple Silicon M1 chip.

In November 2020, Apple introduced the new M1 Chip architecture, in which apps that rely on virtualization cannot be run. The SecureSafe Desktop App runs a virtual File System when in encrypted mode. Another prominent example of an app that uses a virtual File System is Parallels Desktop.

This is the reason SecureSafe uses FUSE, which is a system extension developed by a third-party developer named Benjamin Fleischer. There is still a bug, however, yet to be fixed by Apple, which can prevent the execution of third-party kernel extensions. Based on information provided by FUSE developer Benjamin Fleischer, this should change in the future. In the meantime, for those who run an M1 Mac, we have explained the workaround below. Follow these instructions and you will have no trouble using your favorite App on an M1 Mac.

Step 1: Go to System Preferences > Security & Privacy.

Step 2: Click the padlock icon to make changes.Hit the “Enable System extension” button.

Step 3: Click on the shutdown button to restart your mac.

Step 4: Restart your Mac with reduced security. After the chime, press and hold the power button until you see the startup options. The startup options will then appear. Use “reduced security”. Go to Utilities > Startup Security Utility and select “Reduced Security”. Activate both checkboxes and hit OK. Select an admin user and click Next; then type in the password when requested.

Select an admin user and click Next; then type in the password when requested.

Step 5: Select the hard drive you wish to reboot.

Step 6: Select “Reduced Security” and check the first option.

Step 7: Type in your password.

Step 8: Shut down and restart your mac.

Step 9: After restarting from recovery mode, open the system preferences and go to “Security & Privacy.

Step 10: Click the padlock symbol and hit the “Allow” Button.

Step 11: You will be asked to restart your mac one more time. Hit the restart button.

Last Step: Start using SecureSafe Desktop App.

Note: Please note that Touch ID must be activated on your Mac and in the SecureSafe settings.

To configure Touch ID in your SecureSafe App, proceed as follows:

1. Configure Touch ID on your Mac.
2. Select "Use Touch ID" in the SecureSafe Desktop App settings.
3. The configuration will be complete when you enter your password again the next time you log in.

Use Touch ID when logging in and to unlock the Password Safe

1. After starting the Desktop App, a new message "Log in with Touch ID" appears. You can place your finger directly on the corresponding Touch ID device to log in.
2. Alternatively, you can still log in with your password by selecting "Use password" in the pop-up and entering the password directly.
3. Alternatively, select "Cancel" in the pop-up and you will be taken to the screen where you can enter your login and password. This option should be selected if you use several SecureSafe accounts with the same Mac user account.
4. To unlock the Password Safe, you can also place your finger directly on the Touch ID device or enter the password.

Important

Please download the recovery code for your SecureSafe account.
The recovery code is a document with a 36-digit code that allows you to access your account if you have forgotten your username or password. The recovery code can only be created in your SecureSafe.

Learn more

Since macOS Monterey, quick actions in the Finder must be explicitly released. This also applies to the SecureSafe function Deep Links. To do this, proceed as follows:

• Open "System preferences"
• Go to "Extensions" and select "Finder"
• Now activate "Share SecureSafe Link"

Find more information on our Deep Links page