8 Jul 2010

Frequently Asked Questions and Common Issues

Important: Remember to use the "Export" function available on both the free and pro version of LockBox to backup your data regularly! This is the best way to make sure your data is safe in case you lose your device, need to replace it, or upgrade it.

Need Help? Look through the common issues below:

  • I lost data while replacing or upgrading my device
     
    • You can import data that has been exported using the "export" feature into your new device.  iTunes will not do this automatically for you because the sensitive data within LockBox Pro is stored in the devices "keychain" along with other passwords and settings on your device.  This type of data is too sensitive for iTunes to move between devices.
    • If you did not backup your data using the export feature, and you no longer have your old device, there is no way to recover the data since we do not have a copy of it for security purposes.
  • My data turned into gibberish

    • Make sure you upgrade to the newest version.  This bug was fixed a while back and should not appear anymore in new versions.

  • I lost my code
     
    • Unfortunately we do not have a copy of your code nor can you reset the code without losing your data.  This is again due to security concerns... you do not want anyone else to have access to your code.  If you have backed up the data already using the export feature, you just need to uninstall and then re-download and install the app again to reset everything.  Then, you can import the data if you are using LockBox Pro or type it in again if you are using LockBox.  
  • I need help importing/exporting data over WiFi
     
    • Both LockBox and LockBox Pro allow you to export and backup your data to a text file.  Both apps require your device to be on the same WiFi network as the computer you will be using to save the backup file.  This is important because your data is never transmitted through our servers and will only be sent directly from your device to your computer.
    • To export data, open the app, enter your code, and then tap the "Export Data" button for LockBox and the "Import / Export Data" button for LockBox Pro. After that, you will see a screen like the one below:

Photo
 

    • The address shown may be different from the one shown on your screen. 
    • Next, enter that web site address into your computer browser, and you should see a web page come up like the one below:

Picture_19

 

    • Lastly, just enter your passcode in the box and click the button.  Your browser will then download or open up a page with all your data.  This data was transferred directly form your device to the browser.  If you see your data on the screen, you can either save the page or simply copy and paste everything into a text file.

    • Importing is easy as well and is available on LockBox Pro.  You will see a slightly different screen in that case.  Just click the "Choose File" or "Browse" button and select your previously exported data file.  This data will be sent to your device and will REPLACE all existing data.

Picture_20

 

 

IMPORTANT UPDATE FOR USERS WITH IPHONE 4S or ANYONE USING IOS 5.0+

 

Hello,

 

We recently found an issue with LockBox's import/export feature when users upgrade to the latest version Apple's iPhone and iPod Touch software (iOS 5.0)

 

This has been fixed and submitted to the App Store, and it should be available as a free update within a week or so... depending on how fast Apple is able to review the fixed version.

 

In the meantime, here is a way to make sure you can still use the import or export function before the update is available:

 

- The problem with the current version is that the IP address shown is incorrect.

- To get the import or export function to work, you need to enter the correct IP address.

- To find the correct IP address, you can check your iPhone or iPod Touch.

- Go to "Settings" -> "Wi-Fi"

- Then, tap the blue arrow for the connected Wi-Fi Network

- Then, write down the "IP Address" shown in the next screen

- Now, go back to LockBox or LockBox Pro and get back to the export/import screen

- Lastly, follow the instructions as usual, but use the IP address you wrote down instead of the IP address shown on the screen

- Remember to add the :88 at the end :)

 

Thanks and we are very sorry for the error with the new Apple software upgrade!

 

The fix should be available shortly as a free update.  Thanks for being a LockBox user!