Frequently Asked Questions (FAQ)

More information can be found in the Apple support knowledge base at the links below.
- iPhone & iPod touch: About backups
- Backing Up, updating, and restoring your iPhone and iPod touch software

Question: Where can I download DataVault for Mac OS desktops?
Answer: Instructions for downloading and installing are available on DataVault for Mac Frequently Asked Questions page.

Question: Where can I download DataVault for Windows desktops?
Answer: Registration for new users may be different than registration for existing customers. Please read the instructions below carefully in order to install the correct version.

• New users, who have not previously purchased DataVault for Windows as part of a bundle, click here for download and installation instructions.

• Existing customers of DataVault for BlackBerry and DataVault for Windows bundle, click here for download and installation instructions. To synchronize with DataVault for iPhone, iPad & iPod Touch, you will need version 4.5.3 or above. If you purchased version 4.0 or above, there is no charge for installing the latest release.

Question: How can I copy information from DataVault for BlackBerry to DataVault for iPhone, iPad or iPod Touch?
Answer: Make sure you are running the latest version of DataVault for Windows or DataVault for Mac. Then sync DataVault for BlackBerry with DataVault desktop. Once DataVault desktop is up to date, sync it with DataVault for iOS to copy your data to the new device.

Question: How do I initiate synchronization using iCloud?
Answer: Once iCloud synchronization has been configured correctly on all iOS devices, it runs automatically. Each time an item is edited on one device, the changes will appear on other iOS devices after a delay varying from a few seconds to a few minutes. See user guide for more information.

Question: I setup iCloud sync but my edits are not appearing on other devices. What should I do?
Answer: See below for a list of troubleshooting tips for iCloud synchronization.

• Verify that all devices are running iOS version 5 or above. When possible, upgrade to the latest version of iOS.
• Verify that you are using the same DataVault master password on all devices.
• Verify that you have configured iCloud sync correctly by following the instructions in the user guide section on iCloud Synchronization.
• Login to iCloud on all iOS devices by tapping on Settings > iCloud > Account and verify that you are using the same iCloud account on all devices.
• Mobile Me may interfere with iCloud in certain circumstance. Remove Mobile Me accounts from iOS Mail, Contacts and Calendar in Settings.
• If edits do not appear on other devices after ten minutes, try quitting and restarting DataVault on all devices. If that doesn't work, power off and on all devices, restart DataVault and try again.

PLEASE NOTE: Apple has only recently provided developers with access to iCloud synchronization services for application data. In our tests, updates were propogated in as few as a few seconds but often took considerably longer. As has been reported in Apple Support Communities, reliability issues with iCloud data synchronization are being addressed in new iOS updates.

If you are unable to resolve iCloud sync issues using these support resources, we recommend using Dropbox synchronization while waiting for iOS updates that may resolve iCloud sync issues.

Question: I have problems getting iCloud sync to work over 3G. What should I do?
Answer: If you have problems with DataVault sync using iCloud on a 3G network, open iOS Settings > iCloud > Documents & Data and switch Use Cellular to ON, then edit an item and wait a few minutes to see if the update appears on other devices. If you are still having problems, try restarting your devices.

Question: Can I sync with DataVault desktop through iTunes?
Answer: Apple does not provide support for 3rd party developers to synchronize application data through iTunes. Synchronizing over Wi-Fi is the best method we have found at the current time. If Apple provides an application programming interface (API) for synchronization in future versions of the software developer kit (SDK) we plan to implement it immediately. If your desktop has a wireless adapter then you can set up an ad-hoc network to synchronize with your handheld even if you don't have access to an Wi-Fi router. See below for information on setting up an ad-hoc network.

Question: I am having trouble syncing with DataVault desktop over a Wi-Fi connection. What could be the problem?
Answer: See below for a list of issues and possible solutions.

1) Synchronization requires recent versions of the products. If necessary, backup your data and install the latest versions of DataVault for iOS, DataVault for Mac and DataVault for Windows.

2) Synchronization requires that the master password used with DataVault for iOS and DataVault desktop be the same. To verify your master password, unmask it while logging in. To change it, select Change Password from DataVault for iOS Security Settings or from the DataVault desktop file menu.

3) Verify that you are following the correct sequence as described below.

• Start DataVault on your desktop and select Synchronize from the main menu. Do not close the synchronization window until synchronization has completed.
  • DataVault for Mac: File > Synchronize over Wi-Fi.
  • DataVault for Windows: File > OTA Sync (iPhone).
• Start DataVault on your iPhone, iPad or iPod Touch, tap on the options icon in the navigation bar and select Synchronization. A list of devices detected on your Wi-Fi network should appear. If not, see below for trouble-shooting options.
• Tap on the desktop which is running DataVault then tap on the Synchronize button.

4) DataVault uses Apple's Bonjour discovery protocol to synchronize over Wi-Fi. Bonjour is installed automatically with iTunes or optionally with DataVault by checking off the Bonjour box during the installation process. You can install the latest version from the Bonjour support page or by re-installing the latest version of DataVault desktop.
On Windows, you can verify if Bonjour is running by starting msconfig clicking on the Services tab.

5) Make sure both your handheld device and desktop computer have Wi-Fi turned on and that they are connected to the same Wi-Fi network, see instructions below.

• iPhone, iPad & iPod Touch: Tap on Settings > Wi-Fi > Choose a Network.
• Mac OS desktops: Click on AirPort icon in menu bar, select a network from list. A checkmark should appear to the left of the network name.
• Windows 7 & Vista: Click on Start > Network > Network and Sharing Center > View wireless networks.
• Windows XP: Right-click on the wireless network icon in the task bar then select View Available Wireless Networks.

6) Try setting the IP address for your desktop manually. To do this, start DataVault on your iPhone, iPad or iPod Touch, tap on the option icon in the navigation bar, select Synchronize, then tap on the field labeled DataVault Desktop ip address. To find your desktop IP address, see the instructions below.

• Mac OS: Start System Preferences and click on Network icon. Your IP address is in the Status section.
• Windows & Vista: Click on Start and type Run in the search field. Click on Run in the search results list to start the Windows command line, then type ipconfig and click on the return key to display your IP address.

7) If you are running a firewall on Windows, give DataVault permission to exchange information through the Firewall. In Vista, select Control Panel > Security (Allow a program through Windows Firewall) > Exceptions, then check off Ascendo DataVault from the list of applications.

8) If you are using virtualization software such as VM Ware or Parallels, set the Network Adapter to Bridged Mode; then restart your computer. To do this with VMWare, select Virtual Machine > Settings > Network > Connect directly to the physical network (Bridged).

9) Check to see if other apps such as anti-virus software or VPNs are blocking Wi-Fi access & reconfigure if necessary.

10) Disable 3G on your iPhone by selecting Settings > General > Network then set Enable 3G to Off and sync again.

11) Reboot your handheld and desktop and try to synchronize again.

If you are still having problems, please contact technical support at wallet_support@ascendo-inc.com.

Question: I am not able to sync via Mobile Me. What could be the problem?
Answer: The Mobile Me username that you enter into DataVault settings should not include @mac.com or @me.com. Verify the Mobile Me username setting in both DataVault for iOS and DataVault desktop and try to sync again.

Question: When I select Options > Synchronize on my iPhone, iPad or iPod Touch, I don't see my desktop in the list. What could be the problem?
Answer: There are several possible reasons for this. See below for things to try.

1. On the handheld, go to iOS Settings > Wi-Fi. Make sure Wi-Fi is turned on and the correct network is selected.
2. Verify that your desktop is connected to the same Wi-Fi network as your iOS device.
3. Verify that the same subnets have been selected. On your handheld, go to iOS Settings > Wi-Fi and tap on the arrow to the right of the Wi-Fi network name to verify the subnet.
4. Restart your router and verify that the latest firmware had been installed. Some users have reported that changing router settings can resolve the problem.
5. Check settings for security software such as VPNs or anti-virus software that may prevent DataVault from communicating through Bonjour.
6. Create an ad-hoc network to isolate the issue. If syncing works over an ad-hoc network then something on your network is probably blocking attempts to sync over Wi-Fi. If you are unable to sync through an ad-hoc network then a firewall or computer configuration issue is probably the cause.

Question: I am having trouble syncing with DataVault Desktop running on VMWare. What could be the problem?
Answer: To sync DataVault on a desktop running VMWare, requires connecting to the network in Bridged Mode. You can do this by selecting Virtual Machine > Settings > Network Adapter > Connect directly to the physical network (Bridged). You will need to restart your desktop for this to take effect.

Question: I don't have access to a Wi-Fi router. Can I use an ad-hoc network to synchronize with DataVault desktop? Answer: Yes, you can setup an ad-hoc network to establish a direct connection between DataVault on your handheld and DataVault desktop without going over a Wi-Fi router, see steps below.

• Setting up an ad-hoc network on a Mac, click here.
• Setting up an ad-hoc network on Windows, click here.

Question: Why did Ascendo choose Advanced Encryption Standard (AES) over other encryption methods?
Answer: The National Institute of Standards and Technology (NIST) chose the Rijndael algorithm as the new Advanced Encryption Standard (AES) over alternatives including Twofish (successor of Blowfish), Serpent, RC4 and MARS. The announcement concluded a multi-year effort working with government, industry and academia throughout the world. Proposed by two Belgian cryptographers, AES has emerged as the clear winner and has since been adopted as a worldwide standard. See links below for more information.

• AES Questions and Answers (NIST), "When considered together, Rijndael's combination of security, performance, efficiency, ease of implementation and flexibility makes it an appropriate selection for the AES."
• Advanced Encryption Standard (Wikipedia), "AES was announced by NIST... on November 26, 2001 after a 5-year standardization process in which fifteen competing designs were presented and evaluated..."
• Is AES stronger than Blowfish?, "AES has higher design strength than Blowfish... It's also just much newer - it has the advantage of incorporating several more years of advances in the cryptographic art".
• The importance of IV's, "Rijndael was chosen to be the new AES because it was deemed to be more secure than Blowfish. Keep in mind that Blowfish never even made it into the AES competition."