All posts in “support”

Your Suggestions with Uservoice

We’ve switched the Passpack suggestions box to the Uservoice platform. Check it out, you can see the status of your suggestions, as well as converse with us about what’s going on.

You can access the forum directly by connecting to Uservoice. Or from the Suggestions & Feature Requests link in the Help Center, or from the Feedback tab on the main website.

Your Votes Are Counted

We surveyed all the suggestions you’ve made to date, across our various systems – suggestions box, help tickets, personal emails. The votes you’ve cast have all (hopefully) been migrated. No need to re-vote.

Guess What, We Do That Already

The main reason we opted to switch was so that we could actually reply to you about your ideas – especially when you suggest a feature that Passpack already has. Here’s a few ideas that we didn’t migrate over to the new system.

“It would be nice to be able to organize passwords in folders or something”“organize password in a multi-level folder tree” - “create password categories”

No folders, we have tags. We even have related tags for an easier drill down. You can view them as a cloud, or a list, or inline in your password table. This should cover all your folder and sub-folder needs. Le Roi est mort, vive le Roi!

“Allow import of tab-delimited text files”

You can use the CSV import option. On the second screen, change the Choose the field separator option from “comma” to “tab”. And you’re ready to go. We’ll change the term “CSV” to make that a clearer.

“On the startup options page, if I choose Password as my primary tab, please add a sub option: Show only Favorite entries. “

Um, that’s there.

“Create a user voice site for Passpack”

Done.

Have Mercy!

We take all your suggestions seriously into consideration. Serious consideration takes lots of time, and planning. We are a two person team and sometimes get bogged down. So bear with us: we’re listening, working and will keep truckin’.

Thanks everyone for all your support and suggestions! You folks are truly fantastic.

Common Problems and Their Solutions

In Passpack support we sometimes get the same question over and over, so I figured I’d write a post about some known common issues.

But I AM Logged In!

Do you ever get this error message when you try to Autologin to a website?

“To use the Passpack It! button, you must connect to this website through your Passpack Password Manager”

Usually that problem presents itself when the browser does not accept third party cookies. Passpack can only work if your browser accepts cookies. To make sure the browser accepts them, you can follow these simple steps:

Follow these steps for Internet Explorer:

1. Select Tools from the browser bar menu
2. Click on Internet Options
3. Click on the Privacy Tab
4. Click on Advanced Options
5. Select both “Allow cookies from sites” and “Allow third party cookies”
6. Press OK

Follow these steps for Firefox:

1. Select Edit from the browser bar menu
2. Click on Preferences
3. Select the Privacy Tab
4. Select both “Accept cookies from sites” and “Accept third party cookies”
5. Press OK

In Firefox 3, you also have to put “passpack.com” in the list of allowed exceptions. You can choose to do this directly, without allowing cookies from all sites and it should work the same.

That should solve the issue once and for all.

Flashing Javascript Message

On the Passpack login page, does an error about Javascript flash for a second on the page, then the login fields show up?

That is OK, it could just depend on a slow connection or PC. As long as the login fields show up then everything is fine, it just takes a second or two more for them to appear.

If the error stays and does not disappear, then you will have to activate Javascript in that browser.

Follow these steps in your IE6 browser:

1. Select Tools from the browser menu bar
2. Click Internet Options
3. Click the Security tab.
4. Click Custom and Settings
5. Scroll down to “Active Scripting” and click on enable.
6. Click OK etc.

Follow these steps in Internet Explorer 7:

1. Select Tools from the browser menu bar
2. Click Internet Options
3. Click the Advanced tab.
4. Scroll down to “Java (Sun)” and select the corresponding box.
6. Click OK.

Follow these steps in Firefox:

1. Select Edit from the browser menu bar
2. Click on Options
3. Click on the Content tab
4. Select the “Activate Javascript” box.
5. Click OK.

(I’m not sure about this but you might want to restart your browser to make sure the changes take effect)

Internet Explorer 6 (Sigh)

Even after turning on Javascript, does the login page show a white box under the black bar?

Unfortunately this is an issue that we still haven’t been able to duplicate, and have no way of fixing at the moment. The best thing to do is to update browser, or switch to our beloved Firefox (hehe).

Firefox 1.5 (Goodbye)

I said “beloved Firefox,” and yet we had to leave behind the good old 1.5. In fact autologin no longer runs on Firefox 1.5…sorry.

Firefox 3 (and Firebug)

The new baby in the Mozilla family has a few issues we need to work through, one of which I addressed earlier – having to set “passpack.com” in the list of trusted sites from which to accept cookies in order for Autologin to work. Another little problem is that Passpack will run slowly in Firefox 3 when the extension “Firebug” is installed and running. This is nothing major, Passpack still works properly and no errors occur, it just works a little slower than normal.

Got a problem I didn’t cover? Contact me over at help.passpack.com.