SplashData Help Desk

Name is required.
Email address is required.
Invalid email address
Answer is required.
Exceeding max length of 5KB

SplashID Safe Cloud Synch

Richard Marone Feb 28, 2015 12:26PM PST

I have SplashID Safe on my Windows computer, iPhone and iPad. I am a Pro user and have cloud synch. Each device shows a different number of records from the other two (312 on the computer, 315 on the iPad and 317 on the iPhone). Why aren't these devices all synching properly?

Up -1 rated Down
Justin Cepelak Mar 02, 2015 02:07PM PST SplashData Inc Representative

Thanks for contacting us. Do you have any records marked as Local Only? If so, these do not sync.

Please also check in the web app, as that represents the master database on the server:

https://splashid.com/login

Up 0 rated Down
Richard Marone Mar 17, 2015 10:07AM PDT
None of the records on the PC are marked as local only. The web app has the same number of records as the PC (315). The iPhone has 321 and the iPad has 318. Is there a way to tell if any of the records on the iPad and iPhone are local only without opening each record?
Up 0 rated Down
Justin Cepelak Mar 17, 2015 10:09AM PDT SplashData Inc Representative

Thanks for contacting us. You would have to look at each record to see if it is marked Local Only. If it is is, the button would say Sync to Cloud, instead of Make Local.

I would try to figure out what records are missing, recreate those on the desktop app or web app, and then delete and reinstall the iOS apps, login and that should correct the problem going forward.

Up 0 rated Down
Tim Sawer Mar 24, 2015 09:42AM PDT
I have exactly the same problem as Richard Malone. I can see records that are only on my iPad and not on my iPhone or online version and they are not tagged local. The delta is almost 70 records! I could re-enter them on the web app but this appears to be a bigger issue with your app.
Up 0 rated Down
Justin Cepelak Mar 24, 2015 09:42AM PDT SplashData Inc Representative

We’re testing a new build of our iOS app that has a force cloud sync feature, so stay tuned.

Up 0 rated Down
Xavier Almeida Apr 08, 2015 11:49AM PDT
I have the same problem as Tim Sawer, just few records from my Iphone synced to the cloud, all marked to sync. Just bought your app today so big disappointment
Up 0 rated Down
Justin Cepelak Apr 08, 2015 11:49AM PDT SplashData Inc Representative

We’re working on the fix and will release it as soon as possible.

Up 0 rated Down
Joseph Aug 03, 2015 09:03PM PDT SplashData Inc Representative

We have identified a bug in our iOS apps that could cause this problem for some of our users. We are working on a fix, including an enhanced sync trouble shooter in built in the iOS apps that will fix this problem. We expect the updated iOS app to be ready by this weekend.

Meanwhile, if you are willing to try our beta build that fixes this issue, then please register at https://www.splashid.com/beta-testing/ for iOS beta testing. We will send you an invite once the beta app is ready.

Up 0 rated Down
Joseph Aug 09, 2015 10:55PM PDT SplashData Inc Representative

To resolve existing sync related problems, try the Sync Troubleshooter from the Settings menu and upload all records to the cloud. Run this on the iOS device where you have records that are not syncing to other devices.

If you still have issues with sync please contact out support team via http://support.splashdata.com/customer/portal/emails/new.

Post Your Public Answer

Your name (required)
Your email address (required)
Answer (required)

About SplashData

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.

Contact us


9ad29afcb03aad50291525a425db2dde@splashdata.desk-mail.com
http://assets0.desk.com/
false
desk
Loading
seconds ago
a minute ago
minutes ago
an hour ago
hours ago
a day ago
days ago
about
false
Invalid characters found
/customer/en/portal/articles/autocomplete