[AxCrypt SupportModerator]

Hi yanni,

Well, the thing is, you *reset* your password – you did not *change* it. If you had *changed* it (which does require knowledge of the old one), the existing encrypted files would indeed have been decryptable with the new password!

I guess we’ll have to be even more clear about the meaning of password reset. But then again, no additional harm was done by the password reset.

We do try, I really have to say this! We write a big warning in red text on the password reset page:

Still, we’ll have to try harder. Thanks for your input!

[AxCrypt SupportModerator]

Hello yann,

I’m sorry that you’ve forgotten the password – but the thing is there is “only one main password to log in and to manage encrypted files/folders”!

Unfortunately that’s precisely the password you’ve forgotten. We do many things to reduce the risk of this happening, but still it does in a very few cases.

We show the password when you set it by default, since usually you’re alone when you do set the password, and then you get visual confirmation that you’re typing what you’re expecting to type. Then we make you type it twice. Finally, you have to type it once again a third time to sign in and start encrypting files. We do try to make it as safe as possible, but in the end we’re offering strong password based encryption. If the password is lost, so is the data. That’s what encryption is for.

[AxCrypt SupportModerator]

Hello David,

Happy it all works out for you – but I would not recommend the offline mode. Among other things you’ll not be notified of software updates, for example the one coming soon which will address this particular situation ;-) I’d use it as a last resort should this happen again. Also, you will actually have to reconnect every now and then to refresh your Premium subscription information. (This makes sense even in the out-of-business scenario, since most of the Premium functionality is server based and thus connected to our staying in business). And, barring catastrophic accidents, should we go out of business it’s likely that my last action will be to publish a version that is permanently ‘Premium’ as far as the offline features are concerned.

For what it’s worth – this is the first even partial server outage we’ve had. It’s not a common thing.

We’ll have to be more clear about the Premium information. You are *never* required to upgrade to Premium to access your information. We will *not* hold our data ‘hostage’ like that. That’s not playing nice, and we like to be nice guys and gals!

[AxCrypt SupportModerator]

Hello David,

As with all software systems there are unexpected things that can go wrong.

Normally we’ll handle a server error pretty transparently, for instance if the server does not respond at all.

But what happened here was a trickle kind of situation – the server actually responded – just very very slowly. Too slowy, so the client gave up in a way that we’ve not covered. It’s indeed a bug – and we’ll fix it.

And, yes, you can install and run AxCrypt *entirely* offline, so even if we disappear completely off the face of the earth you’ll be fine.

Just select Files | Options | Always Offline !

You can also start it with with –offline as a command line switch like in this situation.

[AxCrypt SupportModerator]

Hello David,

We did have a minor server issue causing timeouts for some requests, but this has now been addressed.

AxCrypt will never tell you that you *need* to upgrade to Premium! It will suggest you do, but you’re fine to run AxCrypt for free as long as you like.

What do you mean when you say “axcrypt.net” will not let you log in? http://www.axcrypt.net does not require any sign in, account.axcrypt.net does – but for the forums here for example you don’t need to.

Do try again!

[AxCrypt SupportModerator]

Hello David,

We did have a minor server issue causing timeouts for some requests, but this has now been addressed.

AxCrypt will never tell you that you *need* to upgrade to Premium! It will suggest you do, but you’re fine to run AxCrypt for free as long as you like.

What do you mean when you say “axcrypt.net” will not let you log in? http://www.axcrypt.net does not require any sign in, account.axcrypt.net does – but for the forums here for example you don’t need to.

Do try again!

[AxCrypt SupportModerator]

Hello Aitch,

Please try again. We had a minor server issue that has now been addressed.

[AxCrypt SupportModerator]

Hello yann,

Please try again. We had a minor server issue that has now been addressed. It has nothing to do with your original issue.

[AxCrypt SupportModerator]

Hello Michael,

Please try again. We had a minor server issue that has now been addressed.

[AxCrypt SupportModerator]

Hello Brian,

Please try again. We had a minor server issue that has now been addressed.

[AxCrypt SupportModerator]

Hello Christine,

For one thing, you’re actually using a fairly old version. But do try again, we had a minor server issue that has now been addressed.

[AxCrypt SupportModerator]

Hello Travis,

We need more information. Can you please follow the instructions for step #2 at http://www.axcrypt.net/blog/send-complete-error-report/ .

[AxCrypt SupportModerator]

Hello yann,

Sorry for not responding instantly. Please understand that these are forums for free support of a free software.

Here’s what’s happened (all times are UTC, you are apparently in UTC-5, so subtract 5 hours for your local time):

2016-10-03 12:54:38 – You download AxCrypt.
2016-10-03 12:59:29 – You set your first password.
2016-10-03 13:07:xx – You encrypt the files in question.
2016-10-03 14:06:22 – You try to sign in again, but fail because you did not remember the password.
2016-10-03 14:08:18 – You give up trying to remember the password, and reset the password to your second password.

So, when you say “I need a password that I’ve never chosen before” this is unfortunately incorrect. You chose it at exactly 2016-10-03 12:59:29. Then you chose another one, which does not work for your files, at exactly 2016-10-03 14:08:18 .

You need to remember what this first password was, since that’s what your files are encrypted with!

Sorry, but this is a very clear-cut case of a forgotten password.

 

 

[AxCrypt SupportModerator]

Hello Waldemar,

Unforunately the old app was broken by iOS 9 already. But, we’re working on a new app, so if you can just survive for a month or so we should be getting there.

[AxCrypt SupportModerator]

Thank you! Please follow the steps for #2 here: http://www.axcrypt.net/blog/send-complete-error-report/ , AxCrypt configuration files and send me the files.

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