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Cloud Sync Not Keeping Custom Icons

Mark Gill Mar 01, 2015 08:46AM PST

Many of my records have custom icons assigned to them but when I use the cloud sync feature not all of the icons will sync from the desktop to the cloud. With over 240 records, it makes me wonder what other information is not syncing correctly. I'm using the latest SplashID versions on both my desktop and iphone. Also, using Windows 7 OS on the desktop and iOS 8 on the phone. Any suggestions as to what could be wrong? I've enjoyed using SplashID for many years but was reluctant to upgrade to the cloud sync version. Now that I have upgraded, this issue is making me question that decision. After searching the on-line help, it appears that other users are experiencing the same issue but I haven't seen it resolved. Please advise.

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Justin Cepelak Mar 02, 2015 03:12PM PST SplashData Inc Representative

Thanks for contacting us. I’m pretty sure that only custom icons are problematic, not any of your other data.

Is there any rhyme or reason to your missing icons? What kind are synching, what kind are not? Is there a particular format or size? Are these custom added icons or icons selected from the built-in picker?

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Mark Gill Mar 06, 2015 02:27PM PST
In order to try to answer your question, "Is there any rhyme or reason...?", I had the desktop version, the cloud version , and the iPhone version open at the same time and made a change to both a custom icon and an icon from the built-in picker on the desktop version. After saving the change on the desktop version, the icon in the "record detail" section of the user interface on the cloud version would change but the icon in the "record list" section of the user interface would NOT change. The icon would also change in the iPhone version.

It appears that icon changes are being saved in the record details from the desktop to the cloud to the iPhone but are not displaying correctly in the record list of the cloud version.

I also noticed that my custom icons are available on the iPhone but not on the cloud version. It also appears that the number of icons in the built-in picker on the cloud version is different than those available on the desktop version (excluding the number of custom icons). Is there any reason for this?

Thank you.
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Justin Cepelak Mar 06, 2015 02:28PM PST SplashData Inc Representative

Ok, we found a bug in the Mac app that is not saving custom icon changes correctly. That will be fixed.

The web app should have the same default icons as the other client apps. It will not show custom added icons though.

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Mark Gill Mar 08, 2015 12:33PM PDT
Thanks for the prompt customer support and feedback.

Just to clarify, my custom icons are being transferred from the desktop app to the iPhone app, however, they will NOT display on the web app (which is okay by me). Also, I did a quick count of the built-in icons available on the desktop and iPhone apps and came up with 330 on each. The web app has 394 icons available, with the majority of the difference coming from extra "black and white" icons. I have confirmed, as you indicated earlier, that my data integrity is not a problem.

I look forward to a future bug fix for the icon issue and will continue using SplashID with the confidence of knowing that my data is secure.

Thanks again.
Up 2 rated Down
steven shmerler May 08, 2015 02:50PM PDT
I have this problem too and it's pretty frustrating as I've made many custom icons and added them to say my computer SplashID app only to find that the icon(s) sync to the server but then don't sync back down to my other devices and computers and worse, those devices are at the mercy of each app on each device because they add whatever icon they choose, so I end up with different looking apps on each device.
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Justin Cepelak May 08, 2015 02:50PM PDT SplashData Inc Representative

Thanks for contacting us. We are investigating this issue and hopefully it will be fixed very soon.

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Ram May 17, 2019 06:12PM PDT SplashData Inc Representative


Please fill up the support request form with the details. Our support representative will then get back to you on the next steps.

Support request form: http://support.splashdata.com/customer/portal/emails/new

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SplashData has been a leading provider of security applications and services for over 10 years. The company's secure password and record management solution SplashID Safe has over 1 million individual users worldwide as well as hundreds of business and enterprise clients. SplashData was founded in 2000 and is based in Los Gatos, CA.

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