Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Unable to log in to Windows Client in SafeSync for Business (SSFB)

    • Updated:
    • 27 Aug 2015
    • Product/Version:
    • SafeSync for Business 5.1
    • Platform:
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2000 Advanced Server
    • Windows 2000 Datacenter Server
    • Windows 2000 Professional
    • Windows 2000 Server
    • Windows 2000 Small Business Server
    • Windows 2003 Compute Cluster Server
    • Windows 2003 Datacenter
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Home Server
    • Windows 2003 Server R2
    • Windows 2003 Small Business Server
    • Windows 2003 Small Business Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2003 Web Server 64-bit
    • Windows 2003 Web Server Edition
Summary

Users will not be able to log in to WWFB Windows Client after August 31, 2015 and will encounter the following SafeSync error message:

There was a problem signing on. Verify your email address and password and make sure this is the correct version of the SafeSync software before trying again.

SafeSync account error message

Impacted Build:

Windows Client Build
 
 
5.0   5.0.3038 or below   
 

5.1   5.1.1522 or below

Details
Public
 
This only applies to SafeSync Windows Client. MAC Clients are not affected by these changes.

After 2015/08/31, SafeSync Windows Client will automatically log off and users will not be able to log back in.

This is due to the switch of Certification on SafeSync Production related to OpenSSL Module where SSL Handshaking is greatly impacted on the SafeSync Clients. 

The CoreLog.log error appears when the user is unable to log in via SafeSync Windows Client:

SSL error info: error:14090086:SSL routines:SSL3_GET_SERVER_CERTIFICATE:certificate verify failed
[E] HttpSoapClient::SendRequest()] catch(const Connection::SSLHandshakeFail &)

To resolve the issue:

  1. On the System Tray, right-click SafeSync Client and choose Settings.
  2. Go to About and click Check Now to update client. Wait for the installation to finish and verify the latest build.
  3. Log in to SafeSync Client.

Users should be able to log in successfully in SafeSync Windows Client.

  1. Go to SafeSync Download Page.
  2. Choose Windows OS and download the file.
  3. Run and install the new SafeSync Client.
  4. Log in to SafeSync Client.

Users should be able to log in successfully in SafeSync Windows Client.

Latest SafeSync Windows Client Build should be 5.1.0.1590.

Premium
Internal
Rating:
Category:
Upgrade; Update
Solution Id:
1112228
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support


To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.


Need More Help?

Create a technical support case if you need further support.