Issue Accessing Encrypted Files with SanDisk SecureAccess - USB SanDisk 3.2 Gen 1

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Dear SanDisk Support Team,

I hope this message finds you well.

I am experiencing an issue with my SanDisk SecureAccess software on my USB SanDisk 3.2 Gen 1 device. Recently, when I attempted to open the program, I was prompted to create a new vault and set a new password, as if I were using the software for the first time. However, I had previously encrypted important files with the software, and now I am unable to access them. It seems that the software is not recognizing my original vault and is treating the situation as if it is starting from scratch.

Here are the steps I took:

  1. I attempted to open the SanDisk SecureAccess software as usual.
  2. Instead of being prompted to enter my existing password, I was asked to create a new vault and set a new password.
  3. After creating the new vault, I could no longer see or access my previously encrypted files.

I am concerned that my original vault and encrypted files are no longer accessible. Could you please provide assistance or guidance on how I can recover access to my encrypted files?

I appreciate your prompt attention to this matter.

Thank you in advance for your help.

Best regards,
F.Facundo

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Hi @FernandoFacundo
I’m sorry to hear you’re having trouble with SanDisk Secure Access.
Have you opened a Support Case? If not opened, for more information, please contact the SD Technical Support team for best assistance and troubleshooting: