on 12-07-2021 04:29 PM
The SuperSafe software installed on my iMac appears not to be working and the icon at the top of the screen is now missing. The SuperSafe installation on my MacBook Pro is still fully operational.
When I log onto my SuperSafe account and click on my iMac the following message is displayed -
This device has not connected to SuperSafe Account during the last two weeks.
Check that the device can connect to the internet and Online Defence app status is "Protected".
Can you please assist in resolving this problem for me.
on 14-07-2021 07:39 AM
on 13-07-2021 04:14 PM
Hi Andy, I've managed to uninstall the the existing Supersafe software on my iMac, released the old licence and installed the new Supersafe software, all appears to be working fine.
on 13-07-2021 03:43 PM
Hi Andy many thanks for the response. Supersafe was working with the previous version of BigSur. Can you please give me some guidance on how to remove and reinstall the new supersafe software assuming it won't use up another licence.
on 13-07-2021 02:29 PM
I've checked and SuperSafe does support the new version on BigSur. If you're having problems the quickest and easiest fix is to remove and then reinstall the software.
on 13-07-2021 01:50 PM
on 13-07-2021 08:31 AM
Hi Ferguson, many thanks, it looks as if Supersafe is not yet compatible with the latest version of Big Sur 11.4. Is it likely that when a new version of Supersafe is available I will have to uninstall the version already on my iMac and install the new version of when it becomes available or will it be a simple update procedure? When will I know when a new compatible version is be available?
on 12-07-2021 05:01 PM
Have a look at the support article, if necessary do a complete uninstall followed by a clean install: