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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. I forgot my password. What can I do?
3. When I’m installing or removing SplashID Pocket PC I get the error, "The file "\Program Files\SplashData\SplashID\SplashID.exe" is in use or is in ROM."
4. My SplashID Pocket PC isn’t syncing.
5. A few of my records are duplicated in SplashID desktop. I delete them and they keep returning after the sync.
6. How come I can’t copy and paste with SplashID?
7. I get Unresolved items after syncing.
8. I have multiple usernames in SplashID, but only one device. How can I remove the extras?
9. SplashID reports, “no users found” although activesync is installed and appears to be working properly.
10. Is SplashID compatible with Windows Vista?
11. Is there any way to sync data with my Mac?
12. SplashID Desktop crashes as soon as I try to launch it.
13. I have duplicate Types and/or Categories after sync. How do I easily remove them?
14. Whenever I click on a record in the list in SplashID Desktop, I hear an annoying beep.
15. 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 (version 3.x) or SDWM (version 4.x). 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 Tools 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:

• Upgrade to SplashID 4 for Pocket PC for $9.95

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:

• Upgrade to SplashID 4 for Pocket PC for $9.95

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

• Crossgrade to SplashID for Pocket PC 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.

Can I use SplashID on multiple handhelds and/or desktops?
You may use SplashID on multiple computers/handhelds. The registration code is not tied to a specific device. The license is per user, so you may install it on all of the computers/handhelds that you use.

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 Pocket PC.
4. Select File > Import > SplashID vID and select the file you exported in step 2.

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

How to delete the handheld data:

1. To delete the handheld data, you’ll need to download a utility that will delete the data. It’s available here: SplashID DB Delete PPC
2. Once the file is downloaded, unzip it and install the file on your Pocket PC:
   1. Connect the device, open Active Sync or Windows Mobile Device Center.
   2. Click the Explore button to browse the contents of the device.
   3. Place the SplashID DB Delete tool in the My Documents directory.
3. Then go to your Pocket PC and use the File Explorer to find the file and run it.
4. It’ll prompt you that it’ll delete the SplashID database.
5. Now that your data is cleared out on both the desktop and handheld you’re ready to begin entering new records. When you run SplashID on the handheld for the first time, it will recreate the sample data.

If you want the default Types back, you can download this sample data and import it into the SplashID desktop.

Just import the .vID file into SplashID desktop and sync.

When I’m installing or removing SplashID Pocket PC I get the error, "The file "\Program Files\SplashData\SplashID\SplashID.exe" is in use or is in ROM."
This can happen even if SplashID isn’t running. (There are behind-the-scenes files that are still in use.)

To complete the install/removal, please do the following:

1. Disconnect your handheld.
2. Soft reset your handheld (generally there's a reset button on the back of the device).
3. Once it's reset, reconnect the handheld.
4. Run the installer again.

My SplashID Pocket PC 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 Pocket PC username on your handheld device by doing the following:
   1. On the handheld - Choose Settings.
   2. Tap the System tab
   3. Tap About.
   4. Tap the DeviceID tab, which will display your Device name.
   5. 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.
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.

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. Export the data file as a CSV file: File > Export > CSV (It is recommended you do a test import just to make sure all the records are there). You can export from File > Export.
4. Once you’ve verified the CSV file has all your records, delete everything on the desktop (select all then delete) then let it sync. (So you'll have nothing on the desktop and handheld.)
5. Import the CSV data you just exported. File > Import
6. Then, when it syncs, it should clean everything up.

How come I can’t copy and paste with SplashID?
Copy and paste is possible, but not using the tap+hold method. Here’s how:

1. In record edit mode, select the text you want to copy.
2. Once you use select the text show the on-screen keyboard.
3. Use Ctrl+C (via the onscreen keyboard) to copy the text.
4. Use Ctrl+V to paste.

I get Unresolved items after syncing
First make sure your username and password is correct. See "SplashID isn’t syncing." Once you’ve determined this, and you’re still getting unresolved items, please do the following:

1. Disconnect your handheld.
2. Export the data file as a vID file (with or without a password. If you set a password, do a test import just to make sure all the records are there). You can export from File > Export.
3. Once you’ve verified the vID file has all your records, delete everything on the desktop (select all then delete) then let it sync. (So you'll have nothing on the desktop and handheld.)
4. Import the vID data you just exported. File > Import
5. Then, when it syncs, it should clean everything up.

I have multiple usernames in SplashID, but only one device. How can I remove the extras?
SplashID gets its usernames from ActiveSync, so you’ll need to delete the extra “partnerships” there. Here’s how:

1. Remove your device from its cradle
2. Open ActiveSync
3. Choose File > Mobile Devices
4. Select the partnership that you want to delete (the inactive one). IMPORTANT! Make sure you don’t select the current valid partnership.
5. Choose Delete partnership.
6. Repeat steps 4 and 5 for each non-current partnership.

Note: You can find out your current Pocket PC username on your handheld device by doing the following: (on the handheld).

1. Choose Settings.
2. Tap the System tab
3. Tap About.
4. Tap the DeviceID tab, which will display your Device name. This is your current ActiveSync partnership.

SplashID reports, "no users found" although activesync is installed and appears to be working properly.
It could be that you’re syncing with a Guest account. If you are, SplashID will report the “no users found” error. The solution is to sync with a regular non-guest account.

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 upate 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 repeate the process. The new records will be appended.

SplashID Desktop crashes as soon as I try to launch it.
An issue with the Panel View on Vista was fixed in version 4.14. Download an update to SplashID 4.x if you are using an earlier version: Download it here.

This can also happen if you have not first established a sync partnership between the handheld and the Active Sync desktop (Windows Mobile Device Center in Vista). Once you have done that, try launching the SplashID desktop again.

If that doesn't help, make sure your My Documents directory is available and writable.

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. To delete the handheld data, you’ll need to download a utility that will delete the data. It’s available here: SplashID DB Delete PPC
   2. Once the file is downloaded, unzip it and install the file on your Pocket PC:
      1. Connect the device, open Active Sync or Windows Mobile Device Center.
      2. Click the Explore button to browse the contents of the device.
      3. Place the SplashID DB Delete tool in the My Documents directory.
   3. Then go to your Pocket PC and use the File Explorer to find the file and run it.
   4. It’ll prompt you that it’ll delete the SplashID database.
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 teh 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.

• http://support.microsoft.com/kb/944150

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.