Error saving attached files to computer from Enpass

[matt73]

Hi Team,

I've some certificate files stored, attached to some items, in Enpass. Some weeks ago, I got "Can't save file" error when trying to save some of those certificates to my computer. The issue was troubleshooted by saving those files from a different computer on which I've the vault synced (cloud), on the second computer did not receive any error and could save the files without any problem to its disk.

To solve the problem on both computers, I had to delete all affected entry items in app, first from the one which was failing (deleting the attached files was not enough and when the files were just substituted, were failing again when trying to save them), then sync all items on both computers and, finally, recreate all items, first, on the computer which did not fail and sync the whole vault again, once done those steps I could save the certificates form any of the computers.

Finally, I'm writing this post because is the second time I face this problem. Further I know this problem affects both Enpass app versions Windows Store and Web. It is an anoying issue that could end with very bad consequences for any user who may be does not have more than one computer to do this whole procedure... Also, I checked Enpass logs (configuración > Avanzada > Registros) with no luck, seems Enpass does not log this kind of problems.

I would appreciate if you can check if this is a problem from Enpass or, if its not the case, provide some tips to avoid this problem or how to face it in case of a single computer installation.

Thanks in advance! (pardon my english... I'm not native as you could imagine some lines ago... 😁).

Kind regards.

[Amandeep Kumar]

From your description, it seems the issue may be related to a corrupted attachment block within the affected items, which is why deleting and recreating the items on the working device resolved the problem. Since it has happened more than once, we absolutely want to investigate this further.

To help us diagnose the root cause, could you please share the following details:

• The platforms and app versions where this issue occurred (Windows Store version, website version, and their version numbers).

• The cloud service you are using for sync.

• A sample item (with test/dummy files, not real data) where you can reproduce the issue, if possible.

• A short screen recording of the error happening on the affected device.

In the meantime, a few suggestions to help avoid this issue on single-device setups:

• Ensure the vault is fully synced and up to date before attaching or saving files.

• Check that the attachment file path does not contain special characters or unsupported formats.

• Try temporarily disabling any antivirus or third-party security software that may interfere with file read/write operations.

• Make sure your local disk has full write permissions for the Enpass data directory.

Thank you again for reporting this. We truly appreciate users who help us improve Enpass, and we’re here to help you until the issue is fully resolved.

[matt73]

Hi Amandeep,

Well, sadly there are some of your requests that I can't get by now or can't remember... But, If in any moment I can reproduce -or I'm affected by- the issue I will post all info here...

I can share the following (info is from my last issue, can't remember data from the previous one):

• The platforms and app versions -> Windows 11 24H2, 26100.6584 || App version Windows PC (Website version 6.11.15).

• The cloud service -> Onedrive.

• Ensure the vault is fully synced and up to date before attaching or saving files -> Yes, it was.

• Check that the attachment file path does not contain special characters or unsupported formats -> Did not contain special characters, the path was c:\users\my_user_name\Downloads

• Try temporarily disabling any antivirus or third-party security software that may interfere with file read/write operations -> I would say that was not the problem, but my AV is MS Defender (Windows standard). Now I can save the same items from Enpass to my computer without any problem, just after recreating them as I said on previous post. The file extensions and contents are the same than before, if AV have been the problem, I guess, it would continue preventing the items to be saved.

• Make sure your local disk has full write permissions for the Enpass data directory -> Yes it has.

 

If I can make it happen again, I'll bear in mind to provide all feedback I can.

Thanks for your interest and support.

 

 

[Amandeep Kumar]

Since the issue is not currently reproducible on your side after recreating the items, it may have been a temporary data inconsistency or corruption within the affected items. However, if the problem occurs again, please do share steps or your observations you notice, it will greatly help us pinpoint the root cause.

We appreciate your cooperation and the time you’ve taken to assist with troubleshooting.
If you experience anything unusual again, feel free to update the thread and we’ll be ready to help.

Thanks again for your support.