Windows App - Common Issues

PASS doesn't connect

Windows IE Bug

An update to Windows has a bug with Internet Explorer causing a connection issue for PASS. To fix this, open Internet Explorer (not Chrome or Firefox) and make sure it has an internet connection. Then try opening PASS again to see if it connects. If it doesn't, see the firewall section next.

Firewall Blocking Connection

Firewall software from Symantec and Norton can cause connection issues. Please try these steps for resetting your firewall settings:

PASS doesn't open?

1. Show hidden files

Follow these steps to show hidden files:

  1. Open Folder Options by clicking the Start button , clicking Control Panel, clicking Appearance and Personalization, and then clicking Folder Options.
  2. Click the View tab.

  3. Under Advanced settings, click Show hidden files, folders, and drives, and then click OK.

Once you're finished fixing your issue, repeat this process, but uncheck Show hidden files and folders.

2. Clear Encrypted Local Store

  1. Quit PASS.
  2. Open Windows Explorer.
  3. Navigate to the following folder: C:/Users/USERNAME/AppData/Roaming/Adobe/AIR/ELS/
  4. Delete the PASS folder.
  5. Open PASS to see if your issue is resolved. If not, proceed to the next step.

Deleting this folder will not lose any info as it will be loaded from the server next time you login.

3. Clear Local Store

  1. Quit PASS.
  2. Open Windows Explorer.
  3. Navigate to the following folder: C:/Users/USERNAME/AppData/Roaming/
  4. Delete the PASS folder.
  5. Open PASS to see if your issue is resolved. If not, please get in touch.

I have Windows XP and PASS won’t work

There were some security breaches across the Internet in the last months of 2014 that exposed exploits in the SSL security protocol. This protocol protects websites, computers, software, servers, and information against hackers.

Microsoft is no longer updating Windows XP’s Internet Explorer browser to support the newer and more secure TLS protocol. The browser is no longer supported by most websites, including PASS.

We recommend updating your computer to a newer version Windows. Not only will this allow you to use PASS, it will also let you visit other websites that use updated security protocols, keeping your information safe.

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