SplashData

Secure password manager for Palm, Treo, Pocket PC, and Smartphone
Secure Password Manager

Windows Mobile Smartphone Frequently Asked Questions (FAQs)

If you don't find the answer to your question in the FAQs below, you may request technical support here.

Installation

  1. How does the trial version differ from the regular version?
  2. How do I install SplashID?
  3. What is the current version of SplashID and what has changed?
  4. How do I update my software?
  5. How do I install the localized version (French, German, Italian, or Spanish)?

Registration

  1. I just purchased SplashID and need a registration code. Where do I find it?
  2. I installed SplashID on a new handheld/desktop and it's asking me for my registration code. Where can I find it?
  3. SplashID won't accept my registration code. Why not?
  4. How much do upgrades cost?

General Technical

  1. How do I transfer my SplashID data from my Palm OS version?
  2. There's no checkbox next to the SplashID icon in ActiveSync and SplashID isn't syncing.
  3. I forgot my password. What can I do?
  4. My SplashID for Windows Mobile Smartphone isn't syncing.
  5. I just hard-reset my device and now my desktop data is missing! (I even used the same username in ActiveSync.)
  6. A few of my records are duplicated in SplashID desktop. I delete them and they keep returning after the sync.
  7. Is SplashID compatible with Windows Vista?
  8. Is there any way to sync data with my Mac?
  9. I get a message on my handheld installation that "Installation was unsuccessful."
  10. I have duplicate Types and/or Categories after sync. How do I easily remove them?
  11. Whenever I click on a record in the list in SplashID Desktop, I hear an annoying beep.
  12. Can I synchronize my handheld SplashID with more than one desktop computer?

How does the trial version differ from the regular version?
The trial version and regular version are identical. The software will run for 30-days in trial mode without requiring a registration code. Once the 30-day trial expires, you must purchase a registration code to continue using the product. Once you purchase a registration code, you do not need to re-install the software. Simply enter the registration code to continue using the software and all of your data will remain intact.

How do I install SplashID?
You must download and run the SplashID Installer on your desktop, as follows:

  1. Go to the download page, and click the Download button for SplashID for Windows.
  2. When prompted with the "File Download" dialog box, select "Save this program to disk" and save it in a place you are sure to remember, like your Desktop.
  3. After the file has finished downloading, launch the Installer from your desktop and follow the onscreen instructions.
  4. After the installation is complete, you will need to connect your device to finish installing.
  5. For further instructions on how to use the software, double-click the User Guide that was installed on your desktop.

What is the current version of SplashID and what has changed?
SplashID 4.15 is the current desktop version; 4.1 is the current handheld version. For an overview of changes, see the release notes.

How do I update my software?
Simply download and run the latest SplashID Installer found on the download page. It will update your existing software on your desktop and handheld. Your data will remain intact and you won't have to re-enter your registration code.

How do I install the localized version (French, German, Italian, or Spanish)?
You must uninstall any previous versions on your desktop in order to install the new localized version because the new installer will automatically detect that you've already installed the English version and assume that you want to install the English version again.

In the Control Panel on your desktop computer, choose Add/Remove programs, select the application you are updating and choose Remove.

You only need to remove the Desktop application (not the handheld). After removal is complete, run the new installer and it will allow you to select a language.

If you need to download the installer, download it here.

I just purchased SplashID and need a registration code. Where do I find it?
When you purchase the software online, an order confirmation email is immediately sent to you (the email you gave in the purchase form) containing your registration code. The registration code will begin with the letters SDXU, SDWM or SWXU. Enter it exactly as it appears, and the trial software will be converted into a registered version.

I installed SplashID on a new handheld/desktop and it's asking me for my registration code. Where can I find it?
If you installed SplashID on a new handheld or desktop, you can find your existing registration code on the old device as follows:

Desktop
Launch SplashID Desktop, then select About SplashID Desktop from the Help Menu. Your registration code will be displayed in the dialog. It will start with SDXU (version 3.x) or SDWM (version 4.x)

Handheld
Launch SplashID on the handheld, then select About SplashID from the SplashID Menu. Your registration code will be displayed in the dialog. It will start with SDXU (version 3.x) or SDWM (version 4.x)

If the above doesn't work, contact us and we'll respond with your registration code.

SplashID won't accept my registration code. Why not?
Make sure you are entering the correct registration code, and not your order number. The registration code should begin with the letters SDXU (version 3.x) or SDWM (version 4.x). You may want to try entering the code without the dashes. Also, make sure there are no spaces before, after, or within the code. Also, make sure you are not confusing your registration code with your password. The registration code only needs to be entered once. The password is a word you define and must be entered each time you launch SplashID.

If you purchased SplashID for Windows Mobile before 10/21/2007, it costs $9.95 to upgrade, which you can do here:

How much do upgrades cost?
If you purchased SplashID for Windows Mobile before 10/21/2007, it costs $9.95 to upgrade, which you can do here:

If you own a different OS license for SplashID (including Palm OS, BlackBerry, Symbian, or the SplashWallet suite) may crossgrade to SplashID for Smartphone for $9.95.

Product Upgrades
Updates within a version (e.g., 2.0 to 2.1) are free to all registered users. Major upgrades (e.g., 2.x to 3.x) are available at a substantial discount to registered users. If you purchase within 30-days of a major upgrade you will receive the upgrade for free.

How do I transfer my SplashID data from my Palm OS version?

1. Launch SplashID Desktop for Palm OS.
2. Select File > Export > SplashID VID and save the records. Password is optional.
3. Launch SplashID Desktop for Smartphone.
4. Select File > Import > SplashID vID and select the file you exported in step 2.

There's no checkbox next to the SplashID icon in ActiveSync and SplashID isn't syncing.

  1. If the SplashID icon isn't checkable, it means that your phone's mobile network requires a “signed” sync provider. SplashID is signed for Verizon (US), Orange (UK), and for most Windows Mobile for Smartphone 2003SE (second edition) devices. You should install the RAPI version on our download page.

    - OR -

    -
  2. SplashID may be installed on the phone's external card. If this is the case, uninstall SplashID from the card and reinstall it to the phone. To do this:
    1. Choose Settings > Remove Programs
    2. Reinstall SplashID on the desktop
    3. When the phone prompts for a location to store SplashID, make sure you choose “phone” rather than the card.

I forgot my password. What can I do?
If you forgot your password, unfortunately you'll need to delete your desktop and handheld data and reenter your records. The easiest way to do this in versoin 4.x or later is to enter an incorrect password 10 times until SplashID asks if you want to reset the database. Do this on both the desktop and handheld applications.

In version 3.x, you need to manually delete the data:

  1. How to delete the desktop data:
  2. Make sure SplashID desktop isn't running
  3. Navigate to and delete this file: \My Documents\SplashData\SplashID\<DeviceID number>\SplashIDDatabase.sdb
  4. Relaunch SplashID desktop and it'll be empty.

How to delete the handheld data:

  1. Make sure SplashID handheld isn't running
  2. Uncheck the SplashID sync provider in ActiveSync Options
  3. Open ActiveSync on your PC and Choose File > Explore
  4. Delete \Storage\Application Data\SplashIDDatabase.Vol

Once the file is deleted, launch SplashID and it'll recreate the default data.

My SplashID for Windows Mobile Smartphone isn't syncing.
There are 5 primary reasons why SplashID won't sync:

  1. Password's don't match -- The password set in SplashID on the handheld must exactly match the password set on SplashID Desktop. The password is case sensitive. If the passwords don't match, the data will not be synchronized. Click here for information on changing the password.
  2. Wrong User name -- The handheld User name may not match the SplashID Desktop User. You can find out your current Windows Mobile for Smartphone username by connecting your device and observing the username in the ActiveSync window, just below the Sync button. Then check the User name popup menu that appears on the top left of SplashID Desktop. Make sure the User name that appears there matches the User name on your handheld.
    If you have the wrong username selected in SplashID Desktop and have entered a lot of records on the desktop, you can select all the records in the wrong User, copy them to your clipboard, select the right User and paste the records.
  3. SplashID sync provider isn't enabled. Make sure that the SplashID ActiveSync provider (a little SplashID lock icon) is visible and checked in the ActiveSync window. If you can't activate it, see this FAQ.
  4. If you selected to install SplashID to the Storage Card, you need to uninstall and reinstall to the Device memory. To do this:
    1. Connect the device and open Active Sync on the desktop.
    2. Go to Tools > Add/Remove Programs.
    3. Uncheck the box next to SplashID, then click next.
    4. Repeat the process in steps 2 and 3, but check the box to install it. Then click Next.
    5. On the handheld, select Device Memory as the destination to install SplashID.
  5. SplashID 4.x has a new method of sync, different from that of SplashID 3.x. We are removing the Active Sync method because it was unreliable, especially in Vista. This version has a new method of sync called RAPI sync - you select the Sync option in the menu bar of the SplashID desktop. It is not automatic, but it is reliable.

I just hard-reset my device and now my desktop data is missing! (I even used the same username in ActiveSync.)
Don't worry, your data is most likely still on your PC.

Each ActiveSync partnership is given a unique number, no matter what the username. So, if you have a username "i600" there's an underlying number assigned to it. If you delete a partnership and hard-reset your device, then follow-up by creating a new partnership with "i600" as the username, there's a different underlying number assigned (although the usernames are identical).

This is good because it means the SplashID user data is still on the desktop, it's just in a different numbered folder.

So, the trick is to find the data and copy it to the new location. The easiest way it to try the automatic SplashID backup. It's located here:

\My Documents\SplashData\SplashID\Backup\<SplashID-Platform-username.vid>

If this file is present, and is larger than 4KB or so, just double-click the file to import the data into SplashID. If you had a password set in SplashID, this file will use the same password.

If that file doesn't contain your data (which could happen if you created a record in the empty SplashID), you can still access the previous SplashID database. To do this:

  1. Launch SplashID (it'll be empty).
  2. Verify your username is correct.
  3. Close SplashID.
  4. Navigate here: C:\...\My Documents\SplashData\SplashID.
  5. The numbered folder with the most recent date will be your current folder where the current SplashID database is stored. (SplashIDdatabase.sdb)
  6. After you've found the current folder, replace the current data with your actual data.

To find your actual data:

  1. Look through the numbered folders (C:\...\My Documents\SplashData\SplashID) for a SplashIDdatabase.sdb whose date approximately matches the hard reset date. The file size should also be larger than 4KB.
  2. Once you find a likely candidate, copy the file to your current SplashID database folder.
  3. Launch SplashID. (It should open with your data (and ask for your password if applicable)).
  4. Make sure your SplashID password matches on the handheld and your data will sync.

A few of my records are duplicated in SplashID desktop. I delete them and they keep returning after the sync.
To remove the duplicates, please do the following:

  1. Disconnect your handheld.
  2. Remove all duplicates from your desktop.
  3. File > Export > CSV
  4. Save it to the Desktop area.
  5. Then click the lock button, to return to the login dialog.
  6. Now enter an incorrect password 10 times until SplashID asks if you want to reset the database. Click Yes, and then Quit.
  7. Repeat this on the handheld application.
  8. When you restart SplashID, enter a new password (or the same one).
  9. Then open the SplashID desktop and set the same password and sync.
  10. Delete all records on the desktop application (Ctrl-A, then click the X button), and sync.
  11. Then import your CSV file from above and sync again.

Is SplashID compatible with Windows Vista?
Yes, our Windows Mobile applications should work fine in Windows Vista, but Active Sync has been replaced by the Windows Mobile Device Center in Vista. You should not install Active Sync or use the Getting Started CD that came with your device if it was released before Vista (1/31/07). You may need to update your Windows Mobile Device Center software before you can install our applications:

http://www.microsoft.com/windowsmobile/devicecenter.mspx

Is there any way to sync data with my Mac?
While there is no Mac - Windows Mobile synchronization for any of our applications at this time, there is a way to import data into the Windows Mobile version that has been exported from the SplashID desktop on Mac OS:

  1. The first time you wish to transfer data from the SplashID desktop to the handheld, go to File > Export > SplashID vID
  2. Select All Records and set a password if you wish.
  3. Open Missing Sync and connect your device.
  4. Click the Browse button, and copy the vID file to an easy to find directory like My Documents on the handheld.
  5. Open SplashID on the handheld and go to Tools > Import vID file and browse to the vID file.
  6. When you want to add additional records in the future, only select the new records in the SplashID desktop for export and repeat the process. The new records will be appended.

I get a message on my handheld installation that "Installation was unsuccessful."
Please download the Smartphone CAB file directly onto the device via the Smartphone web browser:

http://splashdata.com/mobile/download/SplashID-WMS.CAB

I have duplicate Types and/or Categories after sync. How do I easily remove them?
First export the data from the SplashID desktop to a CSV file:

  1. File > Export > CSV
  2. Save it to the Desktop area.
  3. Then click the lock button, to return to the login dialog.
  4. Now enter an incorrect password 10 times until SplashID asks if you want to reset the database. Click Yes, and then Quit.
  5. Repeat this on the handheld application.
  6. When you restart SplashID, enter a new password (or the same one).
  7. Then open the SplashID desktop and set the same password and sync.
  8. Delete all records on the desktop application (Ctrl-A, then click the X button), and sync.
  9. Then import your CSV file from above and sync again.

If you are running SplashID 3.x, use these instructions instead:

  1. File > Export > CSV
  2. Save it to the Desktop area.
  3. Then quit and delete the desktop data folder:
  4. My Documents\SplashData\SplashID\
  5. Now to delete the handheld data:
    1. Make sure SplashID handheld isn't running
    2. Open the File Explorer on the handheld (or via Active Sync or Windows Mobile Device Center) so you can view the files on the device
    3. Browse to and delete: \Storage\Application Data\SplashIDDatabase.Vol
  6. Once the file is deleted, launch SplashID on the Smartphone and it'll recreate the default data.
  7. Now run the SplashID desktop and sync to transfer the data from the handheld.
  8. Delete the sample records and sync again to make the change on the handheld database.
  9. Import the CSV file from Step 1, and then sync again.

Whenever I click on a record in the list in SplashID Desktop, I hear an annoying beep.
It turns out that this is a bug in Vista, and not in SplashID. Please see this Microsoft Knowledge Base article on the issue and ways to resolve it.

Alternatively, click the Volume icon in the System Tray and select Mixer. Then click the Mute button for SplashID.

Can I synchronize my handheld SplashID with more than one desktop computer?
No. SplashID for Windows Mobile does not support synchronizing with multiple desktop computers, and doing so will likely result in duplication and/or corruption of your data.

The recommendation instead is to use the Email feature in the SplashID desktop on the primary computer to send secure vID files to yourself on your secondary computer. If you send all records, use the File > Restore feature on the secondary computer to import the vID file and Replace all records with the import. This will prevent duplication.

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