Q: Troubleshooter: I cannot download RoboForm. What should I do?
A: Use Download Troubleshooter to determine what happened:
Q: Should I uninstall old RoboForm version before installing the new version?
A: No. Just install the new version over the old version.
Q: When I upgrade to a new version of RoboForm, will my Identities and Passcards be lost?
A: No. RoboForm User Data folder is not removed or modified by RoboForm installer.
Q: If I upgrade to the new version of RoboForm, do I have to pay again for RoboForm Pro?
A: So far we did not charge for upgrades. Just install the new version over the old version. However, if you upgrade from ver 5 to ver 6, you will lose Pro status and you will have to activate RoboForm Pro again, but you do not have to buy it again.
Q: We use mass installer to install RoboForm. How to do it correctly?
A: Mass install software uses special Windows account .DEFAULT to run RoboForm installer. RoboForm treats it as a real user and tries to create My RoboForm Data folder for it. To correct this problem, run RoboForm installer from real Windows account, say from Administrator. Or if you ran it already from .DEFAULT then delete registry valueHKEY_USERS\.DEFAULT\Software\Siber Systems\RoboForm\RootUserDataDir
Q: My Passcards, Identities and Safenotes disappeared. How do I get them back?
A: Most likely, they are not lost. You just need to find them on your hard drive and tell RoboForm where they are.
Q: How can I uninstall RoboForm?
A: Select "Start -> Programs -> AI RoboForm -> Uninstall". If RoboForm the embedded uninstaller does not work, click this link: RoboForm Uninstaller. It will download and run a file that will uninstall RoboForm. If you did not close all browser windows when uninstalling RoboForm then the file RoboForm.dll will remain locked. However, you can reboot and remove the file manually.
Q: When will version for new Firefox/Mozilla come out?
A: After the official dot release of Firefox or Mozilla appears on mozilla.org, it takes from 3 to 10 days to add support for this release in RoboForm. We are not given any materials in advance by Mozilla.org. The news of the new RoboForm Mozilla Adapter release will appear on the browsers page.
Q: Can RoboForm be made portable by storing Passcards on removable USB disk?
A: Yes. Preparing Removable Disk for Use with RoboForm:
Using the Prepared Removable Disk on outside computers:
Q: How does licensing work for RoboForm Enterprise?
A: RoboForm is licensed per computer. That is, one license is required for every computer where you install RoboForm. Second license is sold at big discount to make RoboForm affordable for one user with two computers.
Q: RoboForm tells me that my activations were exceeded. What should I do?
A: If you activated RoboForm Pro on more computers than is allowed by your license(s), you should buy additional licenses for additional computers at http://upgrade.roboform.com/. If you are activating RoboForm Pro on the same computer as before, then ask RoboForm Support to add more activations and your request will be granted if your activation history supports that claim.
Q: How can I determine whether RoboForm Enterprise is activated?
A: Click RoboForm Taskbar icon and select "Help -> About" or select RoboForm -> Help -> About in RoboForm toolbar. The dialog that appears shows you the Free/Pro status.
Q: Troubleshooter: RoboForm does not attach to my browser. Why?
A: There are several reasons why RoboForm cannot attach to your browser. This simple troubleshooter will help you to determine the cause of the problem and how to fix it.
Q: How to get a clean install of RoboForm after things got messed up?
A: If things got really messed up (you are getting E08 error message, or a notice about double RF DLLs), you can get a clean start by doing this sequence:
Q: How do I make my USB key not lose files when I pull it out?
A: Officially you are supposed to tell Windows to Stop the USB key before pulling it out, so that Windows can flush its disk cache to USB. Unofficially you can set USB drive into a mode where disk cache will not be used, so you can pull out any time without stopping:
Q: How do I fix broken AutoPlay function on USB disk?
A: In general, only device manufacturer can answer this question. However, Microsoft offers the "AutoPlay Repair Wizard" from this link This is what they say:
Q: My USB disk is not recognized by Windows when inserted? How to fix this?
A: If your USB key is still physically "healthy", this can be fixed by reloading USB driver:
If USB icon in Windows Taskbar does not appear:
Q: Troubleshooter: the RoboForm Upper or Lower Toolbar does not show up. Why?
A: There are several reasons the toolbar may not appear. This simple troubleshooter will help you to determine the cause of the problem and how to fix it.
Q: IE View.Toolbars menu contains two "Links" (or "Radio" or "RoboForm") items and only one of them is in fact the RoboForm toolbar. Or this menu contains "Radio" (or "Links") and "RoboForm" items but the "Radio" item points to the RoboForm toolbar and the "RoboForm" item points to the Radio toolbar. Or this menu contains an item with an empty name and this item represents the RoboForm toolbar. What should I do?
A: This is caused by this bug that appears in all IE versions. Microsoft acknowledges this bug. The best way to make the RoboForm toolbar visible (the one that does not depend on MS bugs) is to click RoboForm button on standard IE toolbar up to 3 times or to right-click web page and select Robo Toolbar.
Q: RoboForm Toolbar cannot be hidden in Full Screen IE mode on Windows XP. What to do?
A: This is caused by a bug in Windows XP. It works correctly in Windows 2000. The same thing happens to other toolbars (Yahoo) on XP. Make RoboForm Toolbar to show on one line with another toolbar, such as Standard buttons. Then you can hide it.
Q: How can I customize the RoboForm Toolbar?
A: Right-click Toolbar and select "Customize Toolbar...". In the dialog that appears you can make toolbar buttons visible and invisible by moving them between "Available toolbar buttons" (invisible buttons) and "Current toolbar buttons" (visible buttons).
Q: How do I customize RoboForm buttons in the Standard IE toolbar?
A: There are two steps in this process:
Q: Can I reduce the number of RoboForm items in the IE Tools menu?
A: Every RoboForm menu item in IE Tools menu corresponds to a button on the IE Standard toolbar. The only way to delete these items is to delete corresponding RoboForm Standard IE toolbar buttons: In the "Options -> Other" dialog click "Customize IE Context Menu and Standard Toolbar" and remove unwanted buttons. Your changes will become effective only when you restart IE.
Q: How do I customize (get rid of) RoboForm Context Menu Items?
A: Right-click any web page and select "Customize Menu" or go to "RoboForm -> Options -> IE context menu". In this dialog you can specify which RoboForm IE context menu items should be visible. Your changes will become effective only after you restart IE.
Q: I enabled all RoboForm IE context menu items but not all of them show up. What should I do?
A: Internet Explorer has a limit on the number of context menu items that it can show. So if you enabled a number of RoboForm context menu items, restarted Internet Explorer and you still do not see the few last RoboForm context menu items then maybe you have hit this limit. If you suspect that this is the case then uninstall other software products that add IE context menu items or increase the resolution of your display.
Q: Taskbar icon is not visible in the Windows XP taskbar. What should I do?
A: For some reason Windows XP does not show all the Taskbar/SysTray icons. To make it show all icons, right-click the XP Taskbar, select Properties, uncheck "Hide Inactive Icons" and click OK. The RoboForm Taskbar icon will appear.
Q: How do I tell RoboForm Taskbar icon not to appear when Windows starts up?
A: Go to the "RoboForm -> Options" dialog and uncheck "Show RoboForm Icon in Taskbar on Windows Startup".
Q: Troubleshooter: The AutoSave dialog does not come up when I expect it to. Why?
A: There are several reasons why AutoSave may not work. This simple troubleshooter will help you to determine the cause of the problem and it will tell you how to fix it.
Q: How can I disable AutoSave just for one web site?
A: If you do not want AutoSave to pop up on any pages of a particular site, click drop down arrow of Cancel button in Save Forms dialog and select the Do not AutoSave at This site menu item. This will create a Blocking Passcard, its name will have "-Blocked-" after the web site name. To unblock AutoSave for a web site, go to this site, click Save and then click the Unblock link.
Q: How can I permanently disable AutoSave for all web sites?
A: If you want RoboForm not to pop up the AutoSave dialog then click the Cancel button pulldown in the Save Forms dialog and select Do Not AutoSave at All sites. To re-enable AutoSave, click the "Save" button, then click the "Enable AutoSave" link. You can also turn AutoSave on and off in RoboForm -> Options -> AutoSave.
Q: Troubleshooter: Filling Forms from Identities or Passcards does not work as expected. Why?
A: There are several reasons why form filling may not work as expected. This simple troubleshooter will help you to determine the cause of the problem and how to fix it.
Q: How do I memorize multi-step login sequences such as in Bank of America?
A: Using several passcard -- one passcard for each step the login sequence. Details are here in the manual.
Q: How do I make RoboForm to Login in new tab window in multitab browser such as IE 7, IE 8 or Firefox?
A: Multitab browsers do not have a mechanism to tell them to start navigation in the new tab.
Q: I filled in some fields manually and RoboForm fills them in again. How can I avoid this?
A: There are two ways:
Q: A form has names and e-mails of other people but RoboForm fills my name and e-mail. What to do?
A: Let us use this form as an example.
Pulling selection over just a few fields (not all of them) can be done, but it requires some training. Start with the field caption (cover the caption too) and stop before the caption of the next field.
Q: How do I fill Shipping and Billing Address using RoboForm?
A: Do this:
Q: How can I enter several credit cards into one Identity?
A: Do this:
Q: I see only the US in the list of countries in Identity. How do I change it to another country?
A: Form filling and field formatting rules are different for different countries, so RoboForm Identities have different format and structure for different countries.
You should specify the Country of your Identity when you create this Identity, in the New Identity dialog. The list of countries that appears in Address tab of Identity contains only the Country for which Identity was created. So if you created a USA Identity, it will contain only USA in the list of countries.
If you want to change Country in the existing Identity, open Identity Editor and select "Edit -> Country -> Your Country". If your Country is not listed, select "Other". The "Other" Country is good for countries for which RoboForm does not know field formatting and form filling rules, it gives you the most generic Identity in which phone numbers are not formatted and which does not have any other country-specific field formatting.
When you change Country of existing Identity, some fields may lose their values because set of Identity fields is different for different world regions and formatting of these fields is different. Therefore you need to manually check the changed Identity and correct fields that were lost.
Q: My phone number is not filled correctly anymore. What should I do?
A: If you upgraded to a new version and your phone number does not fill correctly, please check your Identity and make sure that your phone number appears correctly. We change format of phone numbers from time to time, especially in foreign countries and conversion from older versions is not always automatic.
Q: RoboForm made a mistake when filling a form. How come?
A: The RoboForm intellect is good but it has not yet matched the power of human intellect. So RoboForm can make mistakes when filling forms. First, download the latest RoboForm version and see if the problem persists. If it does, please send the address (URL) of the form you tried to fill out and a description of what exactly was not filled to us by email.
Q: I upgraded to RoboForm Pro but Identity Editor still shows only 5 custom fields. How do I get more?
A: As you fill custom fields, RoboForm will add more fields. New empty fields are added to always maintain 5 new fields. Addition of new empty fields happens when you click Apply (Diskette) button in Editor or when you close and reopen Identity.
Q: Login command does not login into the site automatically. What should I do?
A: Try resaving Passcard, as position or identification of controls may have changed and RoboForm cannot find the right button. The best way to do it is to fill forms from Passcard and then click Login button while holding ALT (Alt+Shift+Click in Firefox). This will force AutoSave.
Q: Troubleshooter: The AutoFill dialog does not come up when I expect it to. Why?
A: There are several reasons why AutoFill may not work. This simple troubleshooter will help you to determine the cause of the problem and it will tell you how to fix it.
Q: How can I permanently disable AutoFill for all web sites?
A: If you want RoboForm not to pop up the AutoFill dialog then click the No button pulldown in Fill Forms dialog and select Do Not AutoFill at All sites. To re-enable AutoFill, click the "Fill Forms" button, then the "Enable AutoFill" link. You can also turn AutoFill on and off in RoboForm -> Options -> AutoFill.
Q: How can I disable AutoFill just for one web site?
A: If you do not want AutoFill to pop up on any pages of a particular site, click No button pulldown in Fill Forms dialog and select Do not AutoFill at This site. This will create a Blocking Passcard, its name will have "-Blocked-" after the web site name. To unblock AutoFill for a web site, go to this site, click Fill Forms and then click the Unblock link.
Q: How can I make AutoFill come up only for Passcards and not for Identities?
A: Open the Options dialog (RoboForm -> Options) and set the appropriate AutoFill option: (i) Only from Passcards, (ii) Only from Identities, (iii) From Passcards & Identities.
Q: How can I customize location and behavior of AutoFill dialog?
A: To customize location in which AutoFill dialog appears, go to RoboForm -> Options -> AutoFill and select one of these locations:
By default AutoFill dialog leaves keyboard focus in the browser when it pops up. If you check "AutoFill steals keyboard focus" then RoboForm dialog will be taking keyboard input when it pops up.
Q: I enter web page where I can edit my personal information and it is pre-filled by RoboForm?
A: You have "AutoFill Without Asking" turned On. Turn it Off by opening RoboForm -> Options -> AutoFill dialog and unchecking "AutoFill Without Asking".
Q: Why some Passcards appear in bold in FillForms dialog?
A: Passcards that are bold have URL that exactly matches URL of the current web page.
Q: AutoFill dialog is not positioned properly. Why?
A: If you use ATI HydraVision, it may damage positioning of AutoFill dialog. Go to into HydraVision options, Desktop Management tab, and uncheck 'Enable dialog repositioning' checkbox, this will make AutoFill dialog be positioned correctly.
Q: How can I change the number of fields that causes the AutoFill dialog to come up?
A: By opening Options dialog and setting the "Number of fields that triggers AutoFill from Identity". AutoFill from Identity comes up only if the number of fillable text fields is equal to or greater than the value of this setting (4 by default). Note that AutoFill from Passcards is not affected by this setting.
Q: I forgot my Master Password. Can I recover it?
A: You cannot. The whole point of Passcard and Identity security is that only the person who knows the Master Password can use Passcards and Identities protected by this password. If you forgot your Master Password (or if you do not remember creating one but RoboForm requests it from time to time) then the only course of action is to remove all Passcards and Identities protected by Master Password and then remove Master Password itself. In "Options -> Security" click "Set Master Password, Mass Protect/Unprotect" button, click "I forgot it!" button and follow the instructions.
Q: If somebody steals my RoboForm Passcard files, can they get into my accounts?
A: If you password-protect all sensitive Passcards and Identities and then it will be very difficult. Specifically, all password-protected Passcards and Identities are stored in files that are encrypted by your Master Password using AES, BlowFish or 3DES. So a person who stole your computer or password files, will have to break these encryption algorithms in order to get your passwords from Passcards. As long as you observe these rules, it should be very hard to use the stolen info:
Q: I entered Master Password and now RF opens all password-protected Passcards not asking for MP?
A: After you enter Master Password it is cached in memory, so that you do not have to enter it all the time. You can tell RoboForm to "forget" the cached password by clicking the Logoff button (see below). Or you can tell RoboForm to Auto-Forget Master Password after a period of inactivity in Options -> Security.
Q: Why Robot icon wears sunglasses from time to time?
A: When you entered Master Password and RoboForm has it cached in memory, RoboForm TaskBar icon and RoboForm Toolbar icon will turn into a stylized Robot with sunglasses. Robot with Sunglasses shows that you are logged in to RoboForm and you do not need to enter Master Password anymore. Robot without Sunglasses means that you are logged out from RoboForm and when you need to open protected Passcard or Identity, Master Password will be requested.
Q: How can I make sure that nobody can use my Passcards when I need to step out?
A: Make RoboForm forget the cached Master Password by clicking Logoff on the toolbar. You may also use Auto-Logoff option that makes RoboForm purge the cached Master Password after a period of inactivity. When the "Logoff" button is enabled, it means that RoboForm has your Master Password cached in memory. When this button is disabled then RoboForm has no passwords cached.
Q: How are my Identities and Passcards encrypted?
A: Your Identities and Passcards are encrypted using AES, BlowFish, RC6 or 3DES algorithm and the encryption / decryption key is generated from the Master Password. This encryption method makes your data very secure and even if hackers come into possession of your Identity and Passcard files, they will have to crack one of these encryption algorithm without knowing the key which is considered impossible. By default AES encryption is used.
Q: What is the relationship between the Default Password from Identity and Passwords stored in Passcards?
A: There is no relationship. They all play different roles:
Q: How do I tell RoboForm not to password-protect all my new Passcards?
A: Open the Options dialog, go to Security tab and un-check "Password-Protect New Passcards". Then RoboForm will not offer to password-protect newly saved Passcards.
Q: I need no password protection for my Identities and Passcards. How do I get rid of Master Password?
A: You need to get rid of Master Password completely:
Q: How do I copy RoboForm with all its data from one computer to another computer?
A: In 3 easy steps:
Q: How do I synchronize Passcards and Identities of RoboForm between several computers or between computer and USB key?
A: There are 3 ways to do it:
Q: How do I get back to the default RoboForm settings?
A: Yes, you may have changed some setting(s), forgotten what they were and now RoboForm does not work well. The best way to fix this is to reset all setting to their default values. Open the Options dialog and click "Set Defaults".
Q: RoboForm cannot save Passcards or Identities saying that "Access is Denied". What to do?
A: If you transferred Passcard and Identity files to CD-R or CD-RW or Zip disk or any other medium used for backup then it is likely that Microsoft made these files "Read-Only". So when you transfer backed up files back to your hard disk then RoboForm cannot write to it. Open Windows Explorer, examine Properties of every *.RFT and *.RFP file and uncheck "Read-Only" flag.
Q: I cannot save new passcards on Vista, RF says that file cannot be overwritten. What to do?
A: RoboForm and RoboForm2Go work fine with Vista starting with ver 6.9.3. However given that Vista does not allow Internet Explorer browser to write any user files and RoboForm is a component of the browser, we have to set permissions for passcard files to the special level that makes them writeable to Internet Explorer and therefore RoboForm. Setting of Passcard permissions occur when:
RoboForm itself maintains correct permission when writing user data files (passcards, etc) but if you modify any RoboForm data files using external means such as restoring passcards from backup, or syncing passcards using GoodSync, or even simply copying them to RF user data folder using Windows Explorer, this would make them read-only to the browser again. So whenever you bring in passcard files from outside to RoboForm on Vista, you should run RoboForm -> Options -> User Data -> Set Correct File Permissions.
Q: How can I remove all my Passcards and Identities?
A: Check box "Remove all Passcards, Identities, Safenotes" when uninstalling RoboForm.
Q: I receive messages such as: Internet Explorer cannot display the web page. Operation aborted. What is causing this?
A: Most likely, old version of Skype IE Addon. Old versions of Skype IE addon modify every web page that you visit in order to highlight phone numbers, even if web page contains no phone numbers at all. Most of the time these modifications are not visible.
But sometimes they cause problems in browsing, even if RoboForm is not installed. Examplee 1: try to login to gmail.com. Sometimes you cannot login. Example 2: try to login to Hotmail or any live.com site/ Sometimes you cannot login. Example 3: When activating RoboForm Pro, you get: Internet Explorer cannot display the web page.
All these problems will disappear if you install the new version of Skype Addon (at least ver. 2.2.0.147). Or you can disable Skype IE Addon: In Internet Explorer: select Tools -> Manage AddOns -> Enable or Disable Addons. In Enabled Addons select Skype Addon and select Disable.
Q: How different RoboForm components affect performance of my computer?
A: When AutoFill is On, RoboForm will analyze every web page that you download to see whether forms on this page can be filled from your Passcards and/or Identities. It takes processor cycles. So we recommend to keep AutoFill off and to use form filling from RoboForm Toolbar instead.
"AutoSave" analyzes your form to see whether it is worth saving to Passcard when you click a Submit button. The slowdown caused by it is minimal, so we recommend to keep AutoSave always On.
Q: How do I report a problem or a suspected bug?
A: If RoboForm behaves in an unexpected way or if it does not fill forms or if an "Assertion Failed" window pops up, please report this situation to us by email. Your report will be analyzed and you will receive a reply.
Please understand, however, that we cannot see your computer and that we cannot fix your problem unless we can reproduce it. It means that you should send us a sufficiently detailed description of the problem to allow us to reproduce it. Please include the following information in your problem report e-mail:
Q: When I fill forms sometimes I see brief Internet activity. Is it related to RoboForm?
A: Yes. RoboForm has an auto-updater feature built-in. It checks our web site for new RoboForm versions from time to time and when it sees a new version that warrants updating, it will pop up a dialog that will offer to upgrade to the new version. You can ask RoboForm to check for new version by selecting RoboForm -> Help -> New Version Check.
Q: Why does the AutoUpdate dialog come up so often? It is annoying.
A: You can turn off AutoUpdate notifications in "Options -> Version".
Q: I like RoboForm. How can I help?
A: We are glad to hear that you liked RoboForm. These are several things you can do:
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"RoboForm Enterprise provided 90% of the value that the Enterprise Single Sign-on solutions promised, with only 10% of the effort at a fraction of the cost." Curt Rynties, M Financial Group |