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This FAQ applies to versions 5.0.3 and later.
Please upgrade if you have an earlier version.
FAQ Index
Downloading, upgrading and uninstalling RoboForm
Q: Troubleshooter: I cannot download RoboForm. What should I do?
A: Use Download Troubleshooter to determine what happened:
1. RoboForm distribution file is an *.EXE file and
some buggy versions of QuickTime and possibly other add-ons
intercept downloading of *.EXE files but cannot perform it.
A quick fix is to right-click the "Direct Download" link on www.roboform.com,
select "Save Target As...", specify a folder to which AiRoboForm.exe should be saved,
complete downloading and then click "Open" on the dialog that comes up.
2. A corrupted version of the AiRoboForm.exe installer file got stuck in your browser's cache.
You should clean up your browser's cache and try to download again.
To clean IE cache, select "Tools. Internet Options" and click the "Delete Files" button.
3. You may have a virus that modifies every downloaded file.
RoboForm installer checks its integrity and it complains if it sees that the file was changed.
Please check your computer for viruses and perform necessary disinfection.
Q: Why is RoboForm distribution file AiRoboForm.exe not signed?
A: RoboForm installer checks integrity of the downloaded file by itself.
That is, if AiRoboForm.exe is damaged in the process of downloading
or if it is modified by a virus on your machine, RoboForm will refuse to install.
So from a technical point of view we do not need outside signature services.
From a political point of view, both Netscape and Opera
do not sign distribution files of their browsers,
so we do not feel obliged to sign them either.
Q: When I fill forms sometimes I see brief Internet activity. Is it related to RoboForm?
A: Yes.
AI 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.
If you agree to update, the auto-updater will download
the new version of RoboForm from our web site and it will start installation.
The installation works exactly in the same way as regular installation --
the distribution file AiRoboForm.exe is downloaded to your computer and started.
You can ask RoboForm to check for new version by selecting
"Start. Programs. AI RoboForm. 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. Other".
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 Identities and Passcards are stored in RoboForm User Data folder.
This folder is not removed or modified during installation of RoboForm,
uninstallation of RoboForm, or upgrade of RoboForm.
Q: How can I revert to the old version of RoboForm?
A: You can get these older versions:
* AiRoboForm-4.6.8
* AiRoboForm-4.7.3
Please note that versions 4-6-8 and 4-7-3 will not be able to read
Passcards and Identities created by RoboForm ver 5+.
When you downgrade to ver 4-6-8 or 4-7-3,
your Identites and Passcards will revert to the state they were in before you upgraded to ver 5+.
Q: How can I determine whether RoboForm Pro is activated?
A: Click RoboForm TaskBar icon and select "Help. About".
It will show your Free/Pro status.
It is also shown in status bar of RoboForm Editors.
Q: I had to reinstall my computer. How can I activate RoboForm Pro?
A: Send us e-mail requesting the Activation Code.
It should contain (in the order of importance):
* Name that you used at time of registration,
* E-mail that you used at time of registration,
* Date when you purchased RoboForm Pro,
* Postal address that you used at time of registration,
* Phone that you used at time of registration,
* Order number, if you have it.
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.
Q: How can I remove AIRF string that potentially tells a web site that I am using RoboForm?
A: RoboForm versions 4-9-7 and later remove this string automatically when installed.
Auto-Filling from Passcards
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.
1. You may be using an old or buggy version of RoboForm.
You can check your current RoboForm version in "Help. About" dialog.
Our official current version number is available on www.roboform.com.
The first thing to do is to upgrade to the latest official version
available for download at www.roboform.com.
You can also use "Help. New Version Check" command to perform the upgrade.
2. AutoFill may be off or you may have played with options and
set them to values that prevent AutoFill from working.
Set all options to their default values by
opening the Options dialog (select RoboForm. Options)
and clicking "Set Default" button.
3. Web page contains only non-password fields.
By default AutoFill from Passcard will not come up in this case.
You can change this behavior by opening the Options dialog (RoboForm. Options) and
un-checking the "AutoFill from Passcards only on pages with Passwords" option.
4. You may have created a blocking Passcard for the web site.
Once the blocking Passcard (it has "-Blocked-" in its name) is created,
AutoFill will not come up on all pages of this web site.
Remove the Blocking Passcard and AutoFill will work on this site:
go to this web site, click "Fill Forms", then click "Unblock this Site".
5. You may be trying to fill a Flash form, Java form or other non-HTML form.
RoboForm only fills HTML forms, not Flash forms.
You can check which the form is by right-clicking it.
Flash objects have a specific Flash context menu.
6. If the RoboForm TaskBar icon is not present on the TaskBar
then AutoFill will not work in some browsers.
So make sure that RoboForm TaskBar Icon is visible in the TaskBar.
7. You are using AOL browser or any other IE-based browser that is not IE itself
and Windows feature called Active Accessibility (AA) is not installed.
If this is the case, RoboForm TaskBar icon will warn you.
Please note that on Windows95 you must install AA from
Active Accessibility Installer.
8. The login form that you saved to a Passcard may have changed and
the new login form does not match the saved form data.
The best way to verify whether this prevents the form filling, is to make
this old Passcard current, navigate to the web page in question and
select "Fill Forms. From Current Passcard".
If RoboForm does not fill the form this way, then the site has changed.
To fix it, open the Passcard Editor and use Drag and Drop
to manually put form data into the online form.
When you submit the form, RoboForm will offer to save it,
save it over the old Passcard and you are back in business.
9. You may have changed the RoboForm User Data folder
to a folder that contains no Passcards.
Verify that you still have Passcards by
starting the Passcard Editor and verifying the list of Passcards.
Use the "Passcards. Refresh" command to make sure that
cached Passcards are in sync with RFP files on your hard drive.
If you have lost your Passcard files, you can find them
using this advice.
Q: Login command does not login into the site automatically. What should I do?
A: The Login command requires IE 5.5 or later to work correctly.
* It will also work on IE 5.0 for some sites, but not all.
* Login will not work on IE4 for most sites.
* If you have IE 5.5 or later and Login still does not work,
then please report it to by email and include the URL
of the login form in question.
* If you converted your Passcards from Gator then Login will not work (neither will GoFill or GoTo).
This is because Gator does not memorize the URL of the login page in its Passcard.
Re-save these Passcards in RoboForm to make Login work.
Q: How can I disable AutoFill and AutoSave just for one web site?
A: Use a Blocking Passcard.
This is created when you click Never at this Site button
in the AutoFill or AutoSave dialog.
RoboForm will not offer AutoFill and AutoSave on any pages of the blocked web site.
To unblock a web site, remove its blocking Passcard.
Its name contains "-Blocked-" after the web site name.
Q: How can I temporarily disable AutoFill and AutoSave for all web sites?
A: Select RoboForm. Options in the toolbar and in
the "Other" tab check the "AutoFill and AutoSave disabled when TaskBar icon not visible" option.
With this option checked AutoFill and AutoSave will become
inactive when the RoboForm TaskBar (System Tray) icon is inactive (closed).
Q: I want AutoFill to come up only for Passcards and not for Identities. How?
A: Open the Options dialog (RoboForm. Options) and
set the appropriate AutoFill option:
(i) Only from Passcards,
(ii) Only from Identities,
(iii) Both from Passcards and Identities.
Q: On pages that have multiple login forms RoboForm does not know which Login button to click. How can I make it work on such pages?
A: Some web pages such as Sprint PCS Login page have more than one login form.
RoboForm fills both login forms and then it does not know which Login button to click.
To fix it, you need to save Passcard for such site in "Forms" mode, not in the default "Login" mode:
- Navigate to the page and manully fill only one login form and not the other login form,
- Click RoboForm "Save" button and select "Forms" mode to the right of the Save button.
- Confirm by clicking Save and you will have a passcard that will fill all forms exactly as you specified.
But it will be more susceptible to becoming broken when the web site changes.
Q: When I enter the page of the site where I can edit my personal information,
it is pre-filled by RoboForm. How come?
A: You have "AutoFill without Asking" turned On.
Turn it Off by opening "RoboForm. Options" dialog and clicking "Offer to AutoFill" or "Do Not AutoFill".
Auto-Saving to Passcards
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.
1. You may be using an old or buggy version of RoboForm.
You can check your current RoboForm version in "Help. About" dialog.
Our official current version number is available on www.roboform.com.
The first thing to do is to upgrade to the latest official version
available for download at www.roboform.com.
You can also use "Help. New Version Check" command to perform the upgrade.
2. AutoSave may be off or you may have played with options and
set them to values that prevent AutoSave from working.
Set all options to their default values by
opening the Options dialog (select RoboForm. Options)
and clicking "Set Default" button on any of the tabs.
3. Form is too large.
If the submitted form has 5 or more text fields, AutoSave will not be offered.
4. Submitted form contains no Password fields.
Entering into most online account requires filling a password field that appears as "****" (stars).
However in rare cases the login information contains no password fields.
If you need to save such login info to a Passcard, use manual save to Passcards:
fill in the login info and click the "Save" button on the RoboForm toolbar
or select "Save Forms" from the IE context menu.
5. The login info from the submitted form is already saved to one of existing Passcards.
6. You may have created a blocking Passcard for the web site.
Once the blocking Passcard (it has "-Blocked-" in its name) is created,
AutoSave will not come up on all pages of this web site.
Remove the Blocking Passcard and AutoSave will work on this site:
go to this web site, click "Save", then click "Unblock this Site".
7. You may be trying to save a Flash form, Java form or other non-HTML form.
RoboForm only saves HTML forms.
You can check which the form is by right-clicking it.
Flash objects have a specific Flash context menu.
8. If the RoboForm TaskBar icon is not present on the TaskBar
then AutoSave will not work in some browsers.
So make sure that RoboForm TaskBar Icon is visible in the TaskBar.
9. Some sites use JavaScript to perform complex repackaging of UserID and Password
on the client before submitting them to the server.
In this case RoboForm may be not able to collect the submitted form data.
If you clicked the Login (Submit) button and AutoSave did not come up and
you do not have a Passcard with the submitted login info then
manually save login info to Passcard by selecting "Fill Forms. Save Forms to Passcard".
Filling Forms from Identities
Q: I click "Fill Forms" or "Fill Id" but forms are not filled. Why?
A: There are several things that may cause form filling not to work.
This simple troubleshooter will help you to determine the cause of the problem and it will tell you how to fix it.
1. You may be using an old or buggy version of RoboForm.
Upgrade to the latest official version
available on www.roboform.com.
2. Make sure that "Options. Form Filling. Fill Non-Empty Fields" is checked.
Sometimes you might turn it Off, forget about it and then
RoboForm will not fill previously filled fields.
3. If Number of fillable fields on web page is less than
"Number of fields that triggers AutoFill from Identity" threshold then AutoFill will not come up.
AutoFill from Identity comes up only on web pages where number of fillable fields is more than this threshold.
You can change the threshold in the Options dialog.
4. RoboForm did not find any fields that it can fill on your form.
For instance, RoboForm will not fill the Search form on google.com
because it does not contain any personal fields you have in Identity.
5. If robo-filling would not change any field values on the form
then RoboForm does not fill forms and issues a warning.
6. Encoding on a non-English form is not set correctly, so RoboForm cannot read the form.
That is, if the letters on the page are not intelligible to you because of wrong encoding
then RoboForm cannot read them either.
7. Your data in Identity may have become incorrect.
Please check whether the field that should be filled
has a correct value in Identity from which it should be filled.
Q: My phone number is not filled correctly anymore. What should I do?
A: If your Identity resides in Netherlands or Russia and
you have updated to RoboForm version 4.6.4, you will have to retype your phone numbers.
We extended the format of phone numbers in these countries:
- Netherlands: both 3+7 and 4+6 phone numbers can be entered now (used to be only 3+7),
- Russia: 3+7, 4+6 and 5+5 phone numbers can be entered now (used to be only 3+7).
Q: My form has names and e-mail addresses of people that I am referring
and RoboForm fills them all with my name and e-mail address. What should I do?
A: Let us use this form as an example.
* Create separate Identities for You and Your Friend(s).
* Pull selection (highlight) over "Your Name" and "Your E-Mail" fields on the form.
* Click Identities button on RoboForm toolbar and select your Identity.
First two fields will be filled from your Identity.
* Pull selection (highlight) over "1st Recipient Name" and "1st Recipient E-Mail" fields.
* Select your friend`s Identity from Identities and the selected fields will be filled.
* Continue for other friends.
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.
We added [[ and ]] to show from where to where to select.
Q: How can I enter several credit cards (several addresses) into one Identity?
A: Read the answer here.
And additional discussion here.
Q: I only have one Identity. How can I make RoboForm to fill forms without showing Fill Forms dialog?
A: There are two ways:
1. Click RoboForm button on toolbar and select "Toolbar. Customize Toolbar".
Make "Fill Id" button visible by moving it from "Available buttons" to "Current buttons".
Then use the "Fill Id" button to fill forms from the current Identity, no questions will be asked.
This is available in all versions.
2. In "Options. Advanced" set "Fill Forms toolbar button means" to "Fill Forms without Asking".
This is available only in the Pro version.
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: 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: RoboForm does not clear check box in the custom field I added. What should I do?
A: Make sure that the "Empty Values Cause Filling" option in your Current Identity is checked.
The checkbox is unchecked if there is an empty string in the field value
and this option (which is set to Off by default) prevents unchecking.
Q: Can I fill Software Upload forms with RoboForm?
A: Yes, you can.
In Identity Editor select "View. Country, Etc. App Upload" option.
"App Upload" tab will appear in your Identity.
Put your application data into this tab and this data will take part in form filling.
RoboForm Toolbar, Explorer Bar and Context Menu
Q: Troubleshooter: the RoboForm 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 it will tell you how to fix it.
1. You may be using an old or buggy version of RoboForm.
You can ask RoboForm to check its current version by selecting "RoboForm. Help. Check New Version".
If you version is not current, please upgrade.
2. You disabled browser extensions.
In IE open "Tools. Internet Options. Advanced".
Look at the Browsing section.
The option "Enable 3rd party browser extensions" should be checked.
If it is not checked, check it, click OK and restart the computer.
3. The Toolbar is installed but hidden.
You want to make it visible again. There are 3 ways to do it:
- Select "View. Toolbar. RoboForm".
If other non-RoboForm toolbar appears then
select "View. Toolbar. -other toolbar name-".
Do not worry, this is a bug in IE, it randomly mixes toolbar names to maximize fun.
- Click the "RF Toolbar" button in the Standard IE toolbar,
- Right-click the web page and select "Robo Toolbar".
4. The Toolbar is visible but only partially.
You can drag it out.
If you see only the word "RoboForm" and a chevron next to it,
then drag the toolbar by the word RoboForm to make it occupy more space horizontally
and then you will see all of it.
If it does not move then you have your toolbars locked.
Unlock them by unchecking "View. Toolbars. Lock the Toolbars".
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 IE5.0 (no service packs installed) and now in IE6.0.
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 RF Toolbar button on standard IE toolbar or
right-click web page and select Robo Toolbar.
Q: The RoboForm toolbar wants to be on a line all by itself. How can I make it appear together with other toolbars on one line?
A: Right-click the toolbar and uncheck the "Whole Line Toolbar" option.
Details: due to the IE bug/feature the RoboForm toolbar may appear only as the word "RoboForm" with chevron
if it does not insist on occupying the entire line.
Since we want new RoboForm users to see the toolbar in all its beauty,
initially it insists on being alone on a line, but
you can change this behavior by unchecking the "Whole Line Toolbar" option.
Q: How can I make the RoboForm Toolbar smaller by getting rid of text captions or icons?
A: Select RoboForm. Toolbar in RoboForm toolbar.
Select the appropriate option in the menu that appears.
Q: How can I move the RoboForm toolbar so that it does not occupy the entire line?
A:
Drag the RoboForm toolbar by the "RoboForm" word and
place it to the right of the Standard IE toolbar, or to the right of the Address bar.
This way you will save a lot of screen space.
Q: How can I change the set of buttons that I see in the RoboForm toolbar?
A: In the RoboForm toolbar select RoboForm. Toolbar. Customize Toolbar....
The RoboForm Toolbar Customization dialog will come up.
In this dialog you can make buttons visible and invisible
by moving them between "Available toolbar buttons" (invisible buttons) and
"Current toolbar buttons" (visible buttons).
Q: How can I customize the RoboForm Explorer Bar?
A: Click the RoboForm button on the RoboForm Explorer Bar and
you will see the explorer bar customization commands, same as for the RoboForm toolbar.
Note that the RoboForm Toolbar and RoboForm Explorer Bar are customized independently,
so removing Text Labels in the Explorer Bar will not remove them in the Toolbar.
Q: RoboForm buttons have disappeared from my Standard IE toolbar. How do I get them back?
A: In the "Options. Other" dialog set "Standard IE toolbar buttons" to "All" and
restart the browser.
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.
IE allows you to customize buttons that you see on Standard toolbar but it does not allow you to customize
menu items seen in the Tools menu.
So the only way to delete these items is to delete RoboForm Standard IE toolbar buttons:
In the "Options. Other" dialog set "Standard IE toolbar buttons" to "No" and
restart the browser.
Q: How do I customize RoboForm buttons in the Standard IE toolbar?
A:
Right-click the Standard IE toolbar and select "Customize...".
The "Customize Toolbar" dialog appears.
In it use "Add" and "Remove" buttons to move RoboForm buttons
from "Available toolbar buttons" to "Current toolbar button" to make them visible
and in the opposite direction to make them invisible.
Q: How do I customize (get rid of) RoboForm Context Menu Items?
A:
Select "Other. Customize IE Context Menu..." in the "Options. Other" dialog or
select "Customize Menu" in the IE context menu.
The "Customize Internet Explorer context menu" dialog appears.
In this dialog you can specify which RoboForm IE context menu items should be visible.
Note that your changes to context menu will become effective
only after you close all IE windows and open a new IE window (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.
RoboForm TaskBar Icon
Q: I installed and enabled the RF TaskBar icon but it is not visible on 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.
Password-Protecting Passcards and Identities
Q: How are my Identities and Passcards encrypted?
A: Your Identities and Passcards are encrypted using 1DES (3DES in Pro) 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 1DES (3DES in Pro) without knowing the key which is officially impossible.
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. User Data" click "Set Master Password, Mass Protect/Unprotect" button,
click "I forgot it!" button and follow the instructions.
Q: What is the relationship between the Default Password from Identity, Passwords stored in Passcards and the Master Password?
A: Well, there is no relationship.
They all play different roles:
* The Default UserID and Password in Identity is used when a site asks you to create a UserID / Password pair
and you do not want to type in the new password.
Then you can fill forms from Identity and your default UserID and Password from Identity
will be filled in.
We recommend using your Default UserID and Password only for sites that are not really sensitive.
Do not use it for your bank accounts.
* When you need to memorize or fill site-specific User ID and Password then use Passcards.
* The Master Password is like a Master Key to all your Passcards and Identities.
It is used to encrypt all password-protected Passcards and Identities.
So keep it in your head, do not write it down.
This is the one password that you really need to remember.
Q: I need to leave my computer.
How do I make sure that nobody can use my protected Passcards and Identities?
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 or "Yellow Key" 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 do I tell RoboForm to password-protect all my new Passcards?
A:
Open the Options dialog and check "Password-Protect New Passcards" in the User Data tab.
Then RoboForm will not automatically password-protect newly saved Passcards.
Q: I need no protection for my Identities and Passcards.
How do I stop RoboForm from asking me for the Master Password?
A:
First, tell RoboForm not to password-protect new Passcards.
If you have already created a number of password-protected Passcards (Identities),
you can unprotect them one by one by clicking their "Yellow Lock" icon
in the Passcards (Identities) Editor.
Managing Identities, Passcards and Settings
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 Default".
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 am sharing a computer with other people.
How can several users use RoboForm on one computer?
A: The best way to keep RoboForm settings and user data separate
is for different RoboForm users to log in as different Windows users.
Then:
* Each Windows user has his/her own set of RoboForm settings.
* Each Windows user has his/her own User Data Folder,
so Identities and Passcards are totally separate.
* Master Password for RoboForm user data is different for different Windows users.
Q: I am sharing a computer with other people but we do not want to have separate Windows users.
Is that possible with RoboForm?
A: Yes, it can be done.
Create folders for each user in "My RoboForm Data" folder.
Then to switch from one user to another go into "Options. User Data",
click "Set Folder" and select folder of user you are switching to.
If you use this techniuqe then your Identities, Passcards and Master Password will be separate
but your RoboForm setiings will be common among these virtual users.
Q: How do I synchronize Passcards and Identities of RoboForms between several computers?
A: There are two ways to do it:
1. Copy RoboForm User Data Folder from one computer to another.
We recommend to use this method if you have one main computer that keeps master copy of User Data
and you need to synchronize with notebook computer that you use instead of main computer when on the road.
2. Keep RoboForm User Data on a networked drive and make RoboForm on all computers use the same folder on this drive.
Then all computers that can see this drive will see the same set of Passcards and Identities.
You should consider these issues:
* Slowdown.
Reading files over the network takes time, especially with Microsoft protocols.
* Synchronization.
If you change/create/delete file on one computer,
other computers will see the change
only when you run "Folder. Refresh" command.
* Disconnects.
If your computer is diconnected from thet network then
it may become very slow because RoboForm will be looking
for User Data Folder and it will be timing out on network access.
Q: I switched to RoboForm from Gator but my RoboForm passcards are not related to Identities? How do I fix it?
A: In RoboForm one user can have several Identities, not just one.
Think of RoboForm Identity as an entry in Address Book from which you can fill forms.
For example, when you send a gift to a friend using online store
you would fill address of your friend from friends` Identity not your Identity.
So in RoboForm there is no any direct connection between Passcards and Identities -- one does not belong to the other.
What is called Identity in Gator corresponds to RoboForm "user" that
is represented by "User Data Folder" that contains many Passcards and Identities.
So please follow advice in the two preceding FAQ items on
how to separate Passcards and Identities of different users
(say, husband and wife who use the same computer).
Q: My Identities disappeared (when I upgraded to a new version). 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.
It is possible if you uninstall certain old versions before upgrading or for other reasons.
1. Start Windows Explorer and click Search button.
Go to "Search for file and folders named" section and search for *.RFT or *.RFP files.
*.RFT files are Identities and *.RFP are Passcards.
2. Please be aware that hidden files will not be found by Windows Explorer.
To make Explorer seacrh all folders
open Windows Explorer and select "Tools. Folder Options. View. Show hidden files and folders" option.
3. Tell RoboForm where the files you found are by opening RoboForm Options and
clicking "Set Folder" in "User Data" tab.
Q: How can I remove all my Passcards and Identities?
A: Uninstalling and reinstalling RoboForm will not remove your Passcards and Identities.
This is how it can be done:
* Click RoboForm TaskBar icon and select "Folder. View".
It will show you this folder in Windows Explorer.
* In some Windows version this folder may be hidden,
so you have to tell your Windows Explorer to show hidden folders.
* Delete all files from this folder by selecting them all and pressing the Delete button.
Reporting Bugs and Problems
Q: An "Assertion Failed" message box pops up. What should I do?
A: This can be due to one of the following:
Assertion is a condition that must always be true and
if RoboForm finds that it is not true, there might be a bug in RoboForm.
Report all such accurences to by email:
* Open your e-mail client,
* Press Ctrl+V to paste in the RoboForm version information
(placed on the clipboard when the failure occurs),
* Add a description of how it happened (the more details the better) and send it to us.
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:
-
Versions of RoboForm, IE, and Windows.
You can get this information from Help.About dialog in Identity Editor.
If you encountered the "Failed Assertion" dialog then version information
is placed on the system clipboard and you just need to click Ctrl+V in your e-mail client to paste it.
-
Sequence of actions that caused the problem.
Please send us the sequence of your actions that caused the problem.
Be specific in describing your actions -- remember, we cannot see your computer.
Start with "All my IE windows are closed. I open a new IE window and ...".
-
Web Site addresses: be specific.
If you navigate your browser to a web site, send us the URL (web address) of this web site.
We do not know what web site you visited, so you need to tell us.
If this URL is dynamic then send us the sequence of buttons/links
we need to click to get to the web page in question.
-
Buttons that you click: be specific.
When you cause RoboForm to do something (say, fill forms),
please specify exactly what menu item you selected or
what button you clicked.
Sometimes the effects of the command may depend on
how it was invoked, so it is important for us
to know precisely what you did.
I Like RoboForm
Q: I like AI RoboForm. How can I help?
A: We are glad to hear that you liked AI RoboForm.
These are several things you can do:
-
Purchase RoboForm Pro for $29.95.
-
Tell all your friends and relatives about AI RoboForm.
You can use our Tell-a-Friend page.
-
Vote for us at CNET:
go to download.com,
search for RoboForm, click on "You rate this title" link.
-
Vote for us at ZDNET:
go to zdnet.com,
search for RoboForm, click on "You rate this title" link.
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