If your SplashID Safe iOS or Android app is unable to sync with the PC or Mac Desktop app over WiFi, there are several possible causes. Below are the most common issues and steps to resolve them.
Exit both the mobile and desktop apps, then restart your computer and mobile device.
Restart your WiFi router or modem by unplugging it for 10–15 seconds or using the Admin Console.
If these do not help, continue with the detailed checks below.
Ensure the SplashID Safe email address is exactly the same on both the mobile app and the Desktop app.
Verify that you are syncing to the local IP address assigned by your router, not the global/Internet IP.
If using VPNs or virtual machines (VMware, Hyper-V, VirtualBox, etc.), the app may display the wrong IP. Always connect using the computer’s LAN/Ethernet or WiFi IP.
Note: Using global Internet IP for remote sync requires advanced setup. Contact support if needed.
Confirm that the Desktop and mobile apps use the same password.
If your PC/Mac and mobile device clocks differ by 2–3 seconds or more, sync will fail.
Check both devices at www.time.is and align the clocks. If on a work computer, ask your system administrator for help.
Open SplashID Safe Desktop and ensure it is running, unlocked, and has a reasonable timeout setting (e.g., 5 or 10 minutes).
Make sure SplashID Safe Desktop is allowed through your firewall or antivirus. If needed, temporarily disable these and test sync again.
On Windows, confirm your network type is set to Private instead of Public (instructions here).
In Windows Defender Firewall, check that only one entry exists for SplashID Safe and is set to Private/Home.
On Windows, ensure your computer is set to be discoverable on the network.
On iOS 14–18, SplashID must have Local Network Access enabled.
Learn more: Manage Local Network Access in iOS
Also, disable randomized/spoofed WiFi MAC addresses if enabled.
More info: Apple Support – Private WiFi Address
Between April 2021 and August 2025, a known issue may cause the Mac Desktop app to crash during WiFi sync. If this happens, submit a support ticket with full details of your Mac and iOS device specs.
Both your computer and mobile device must be on the same WiFi network.
Avoid Guest networks.
If using dual-band WiFi, try connecting your mobile device to the 2.4 GHz band instead of 5 GHz.
A wired Ethernet connection for the computer is fine as long as both connect through the same router.
VPNs, virtual machines, or other interfaces (cellular, Bluetooth, etc.) may interfere. Disable them or uninstall VPN apps if necessary.
If none of these steps solve the problem, contact SplashID technical support:
Submit a Support Ticket (preferred) in our Help Center.
Contact us via email at support@splashid.com with all relevant details.
Be sure to include:
SplashID Safe app versions (mobile and desktop)
Device brand/model and OS version
Exact error messages