Connect™ is a desktop application that protects your online account passwords, provides one-click secure login to online accounts and creates a
single access point for other products and services.
Online Account Protection provides secure storage and convenient single click access to your online accounts plus protection from phishing,
pharming, spyware, keystroke loggers and other online fraud schemes designed to steal your personal information. Secure credit card storage and auto-fill
feature protects your sensitive information when you shop online.
Single click access to other products and services is provided on the right hand side of the dashboard. Get more information, download and enroll directly
from your desktop dashboard.
The Connect™ software checks for updates each time the computer is started, and the software “phones home,” every twelve hours to check for
updates. You can manually check for updates by clicking on the ? icon, and then click to “Check For Updates.” The Connect™ “Trusted Network,”
list of financial institutions for which we watch the Server IP Addresses is updated at least weekly, and the Connect™ program is updated at
least once each quarter. Browser compatibility updates are released whenever one of the supported browsers (Internet Explorer, Firefox and Chrome) are
updated by the manufacturer.
Windows 8.0 or 8.1 (32 or 64-bit version)
Windows 7 (Starter, 32 or 64-bit version) with Service Pack 1
Microsoft .net Framework 4.0
Microsoft .net framework version 4.0 must be installed on the computer in order to install or use the Connect™ software.
If the customer does not have Microsoft .net 4.0, the set up process will attempt to download and install it. This may take as long as one-half hour
depending on the computer speed, health of the hard drive, and internet connection. If the .net Framework 4.0 cannot be downloaded and installed, the
installation will stop, reverting to the prior state of the computer – leaving it “untouched,” or as it was prior to the installation attempt. However, the
customer will not be able to install or use the Connect™ software until they have successfully installed Microsoft .net Framework 4.0.
Microsoft has posted several useful links for customers to repair and existing .net installation prior to using the second link to install .net 4.0 after
To fix an installed version of Microsoft .net framework http://support.microsoft.com/kb/2698555
Internet Explorer v.9 or later
Firefox v.29 or later
Google Chrome v.35 or later
Note: The above browser versions are relevant IF the customer wishes to use one of these browsers as the default browser. Any Windows-compatible browser
can be used, but only a compatible default browser will allow the Connect™ software to operate fully – meaning for the prompting to work, and
for “Other” accounts to open.
512MB RAM minimum - 1+ gig RAM recommended
600 MHz or faster processor
40 MB available storage memory
To Uninstall Connect™:
Click on "Start," or the Windows flag in the lower, left corner of the computer screen.
Click on Control Panel.
Click on Administrative Tools.
Click on Services.
Find Connect™ in the list of services – click to highlight it, and click to STOP the service.
After the service has stopped, return to the Control Panel -
Click on “Programs and Features,” (Add or Remove software in XP)
In the Programs list, find the Connect™ software, highlight it, and click to Uninstall.
If you plan to re-install your Connect™, select 'Yes' when prompted to "Save secure password file?" If you don't plan to re-install your
Connect™, click 'No'. This will remove the Connect™ PIN, and will delete any stored passwords.
Complete the Uninstall survey, and
Restart the computer.
Error Messages :
I’m getting an Unexpected Error.
I’m getting a Clock Error.
I’m getting a DLL (download link) Error.
I’m getting a “General” Error.
I’m getting an error when I try to activate my Master PIN.
How do I resolve a Communications Error,
I see a Connections Error, and a message that I must be connected to the internet. I AM connected to the internet.
These errors can occur for a variety of reasons, but usually occur if the Connect™ connection is poor, non-existent, OR if the communication to
and from our servers is blocked. For this reason, it’s possible that the customer can connect to the internet to check their mail, or browse the web, but
gets a message that they must be connected to the internet, when trying to access Connect™, or gets an error when trying to download/install,
OR when trying to activate the software when they are creating their Master PIN. This is usually because the communication to and from the computer to our
servers is blocked, OR the system clock is incorrect for the computer. The first thing to do is to check the date/time/time zone of the system clock:
Right click on the clock in the lower right-hand corner, and even if the date and time look correct, set them to the correct day, date, and time for the
current location of the computer – this means correct time zone and daylight savings time setting.
Next, click on “Internet Time” in the system clock and select a “standard” clock to synchronize the clock to. This is because your computer clock must be
in synchronization with the Microsoft server clocks for the Microsoft Security Certificate to open.
See if this resolves the situation. If not, then there is very likely a firewall or piece of security software blocking the connection or communication.
You would need to disable the firewall to see if that is the issue, and contact the firewall or security software site to ensure that the virus definitions
for the computer are up-to-date.
Service is Unavailable or Stopped Working –
the connection to the Connect™ service has stopped or the quality of the connection is poor.
o Can you connect to the internet at all? If not, then the issue is with your internet service or your internet hardware (modem or router).
o Are you using a wireless connection?
If yes, then the issue may be with the connection. Try using an Ethernet cable and attach the computer directly to the modem/router. If this
resolves the issue, then the problem is with the wireless connection or port of the computer or the wireless signal itself.
o If you have internet connectivity and only the Connect™ has stopped, or is unavailable, wait for an hour and then try again.
In the rare instance of a service outage, by the time the customer sees a message indicative of a service issue, the issue is already being addressed
by our Service personnel. So, the easiest solution may be to just try again. It’s also possible that you have an old/incorrect log on cached in your
browser, so first, go to your Control Panel to Internet Options to Delete, and delete your temporary internet files, browsing history, and internet
cookies. Then, try again.
If you have already installed the software, but can’t activate it, use your Programs/Features control panel to Uninstall it.
Go to the download location for the software, and click to Download.
When prompted to Save or Run the software, click to “SAVE,” and if prompted for a location, choose the Desktop or Downloads file – some place which will
be easy to find. Some browsers, such as Firefox, will not allow you to “Run” the installation from the installer, and will automatically SAVE the
installation to the Downloads folder.
During the download, watch for any prompts from the anti-virus or security software and make sure to “Allow,” or “Okay,” any prompts asking for approval of
After the download, click to INSTALL or use the Set-Up to install the software.
During the installation, watch for any prompts from the anti-virus or security software and make sure to “Allow,” or “okay,” any prompts asking for
approval of the download.
See if this resolves the firewall block. If not –
Disable your firewall services to see if that resolves the issue.
Contact the website for your firewall/security software and make sure you have the latest updates and virus definitions.
Ensure that the proper executable files are listed, or “approved” in the firewall preferences. Those executables are:
o Idvaultsetup.exe (only present during installation and activation)
If you have updated your browser you must make sure that the Connect™ software has been updated as well, IF an update is available. Normally,
if Connect™ is installed and you update your version of Internet Explorer, Firefox or Chrome, as soon as you try to access Connect™
, you will see a prompt to install or enable the browser update. Just follow the instructions to Enable the new browser plug-in for the Connect ™. You may also need to open a new browser window and:
For Internet Explorer
– go to Tools to Manage Add-ons and Enable the Browser Helper Object.
– go to the Plug-ins to the “Sprocket” Icon to Check For Updates and then Enable the Add-on.
– go to the Settings menu to Extensions and Enable the extension.
Yes. You can install Connect™ on multiple computers, and can use the Backup/Restore feature to share a common set of accounts between multiple
computers. You would need to create the same master PIN for each Connect™ installation. For example, if you use 5-3-4-2 as the PIN for one
computer and the PIN to secure the backup file, you would then need to use that same PIN if installing Connect™ on additional computers, and
would need use that single backup file. After creating the backup.idv file using the Backup function, on once computer, you would then go to
another with the backup.idv file on a flash drive or emailed, and would then use the “Restore” feature to restore the contents of the backup file
to the Connect™ installation on the second computer.
Yes. Each User of a Windows computer can have a separate Connect™ activation. It is not necessary for multiple individuals sharing a single
computer to share a single software activation. Each user can have their own PIN, and their own backup file. Each user’s individual backup.idv
file *should* be named differently to ensure that one person’s data does not somehow write over another person’s data. Since the default name of the backup
file is backup.idv, each person should create a unique name for their file, such as “GloriaL9.12.14.” The backup file would then appear as “ GloriaL9.12.14.idv.”
If you get a new computer or have to re-image your existing computer, you'll need to re-install Connect™. If you have access to your old
computer or have Connect™ installed on another computer, we recommend that you create a back-up of your Connect™ to a removable
storage device as described in the FAQ 'Can I back up the information in my Connect™?' You can also create the backup.idv file to a
computer desktop and then email the file as an attachment and “Restore” it to the Connect™ software once installed on the new computer.
The software is compatible with PC Windows Operating systems only. It is not compatible with Macintosh.
Once the software is installed, plug in the removable storage device that you backed up to, or open the email with the file attached and Save the file to
the desktop. In your Connect™, click on the Options tab on the left side of your dashboard, then click on the Restore icon and browse
to the backup.idv file. Enter the Master PIN that you set on your old computer and your accounts will automatically be added to your online
Search Guard prevents and notifies you of any unauthorized attempts to change your browser's search engine. When installing Connect, you will be asked if
you would like to set Search Guard as the default search provider for your browser. If you choose to use Connect Search, Connect will then monitor the
browser search provider, and notify you of any changes. You can then allow that change, or switch back to Connect Search.
You can change the default search provider at any time through the browser options. Here are instructions for each browser: