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Garbled characters

Jonathan Temple May 06, 2014 01:43PM PDT

When I open SplashID Safe Desktop, the labels for the "type" are mostly garbled. When I create a new item the labels are also garbled. If I want the labels to be readable I need to duplicate an existing record and edit the information for the new item. The desktop looked fine on my old PC. This garbled appearance didn't start till I got a new one. Is it a font driver issue? Help!?

21 Community Answers

Best Answer
Stanley Crair May 20, 2014 11:16AM PDT

I just figured it out. REading another posting (different issue, but the data was missing), I noted that you can log out of SplashID on the machine, and that deletes all the data from that machine. After doing that, I reopened SplashID, logged back in, and it automatically synched back to the cloud. All my Types and Categories (and other data) came back clean!!

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Up -20 rated Down
Justin Cepelak May 06, 2014 05:25PM PDT SplashData Inc Representative

Thanks for contacting us. It sounds like you have some corrupt record types. Please click the Edit Types button under the types list, then double click a type to edit it. Fix any visible problems with field labels and then save. This should resolve it for any future records created under that Type. Repeat for other types exhibiting the same issue.

Up -7 rated Down
Justin Cepelak May 14, 2014 02:20AM PDT SplashData Inc Representative

Hi Jonathan,

Are you on Windows or Mac desktop?

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Stanley Crair Best Answer May 20, 2014 11:16AM PDT
I just figured it out. REading another posting (different issue, but the data was missing), I noted that you can log out of SplashID on the machine, and that deletes all the data from that machine. After doing that, I reopened SplashID, logged back in, and it automatically synched back to the cloud. All my Types and Categories (and other data) came back clean!!
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Jonathan May 20, 2014 02:01PM PDT
I'm on Windows 7 Enterprise and I sync between my phone, tablet and desktop over WiFi. I do not sync to the cloud. I don't know if this is related but I have sync issues. I can only sync at my friend's house, not mine nor on my company Wi-Fi system. That may be another issue. For now I'll be satisfied to get my data labels to read properly. I'm willing to try Stanley's suggestion, but I'm unclear on how to log out of SplashID. That must not be the same as exiting the app? Thank you for your help.
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Justin Cepelak May 20, 2014 02:06PM PDT SplashData Inc Representative

Hi Jonathan,

Stanley’s suggestion only works for cloud sync. For WiFi sync, you need to reset the desktop data and sync it back from the handheld app:

http://support.splashdata.com/customer/portal/articles/1452286

If you can WiFi sync on one network but not another, that means something is blocking SplashID on the problematic network (firewall, VPN, anti-virus, etc.).

SplashID Cloud Services is the solution!

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Jonathan May 23, 2014 01:58PM PDT
Hi Justin, I hear you. Call me old fashioned but "the cloud" makes me nervous. I know you have all kinds of security but every day we read of this being hacked and that being hacked. Anyway, I'm just about to the point of going to the cloud. It just takes us old geezers a little while to get there. :)

Now back to my garbled data labels. I noticed they are garbled on my phone and my tablet too. Maybe I need to re - install fresh software on all three devices? We need to fix this!
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Justin Cepelak May 23, 2014 03:24PM PDT SplashData Inc Representative

Ok, here’s what I would do in that case:

1. Export 2 backup files from the SplashID Desktop. One VID, and one CSV.

2. Quit and find the SplashID data folder:

Documents\SplashData\SplashID\

3. Rename that folder SplashID.old

4. Launch the SplashID Desktop and login with the username and password.

5. Import this sample vID file:

Sample Types

You won’t see any data, but the types will be added.

6. Import your CSV file.

7. If everything looks ok, set the sync to desktop overwrites handheld in Options > Account > Local WiFi sync settings.

8. Then initiate a WiFi sync form one of the mobile clients.

9. Then set the sync to desktop overwrites handheld again, and sync the other mobile client.

Up 1 rated Down
Chuck Robbins Jun 09, 2014 12:41PM PDT
Stanley -- how do you log out of the SplashID SAFE Application? I have the same problem but cannot figure out how to log out?
Thanks
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Justin Cepelak Jun 09, 2014 12:43PM PDT SplashData Inc Representative

To logout of SplashID Safe for Windows, click the app menu (the lock icon in the top left), then click Logout.

To logout of SplashID Safe for Mac, click the File menu, then click Logout.

To logout of SplashID on the mobile device, just delete the app and reinstall from the App Store.

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Adrian P Jun 26, 2014 03:49PM PDT
How are you supposed to edit and fix all the fields if they are corrupted? Any chance to see what all the default types are and fields for each category?
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Justin Cepelak Jun 26, 2014 03:52PM PDT SplashData Inc Representative

You can find a CSV file illustrating the default types and fields here:

Sample Type CSV

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B P Jul 08, 2014 11:14PM PDT
Justin,

I have one corrupted record that when chosen/clicked on shows the garbled characters.
When clicked on this also freezes the SplashID program, I have to quit, and reopen to access any other record.

I have tried to export a csv file several times, but the resulting file does not have any records although I chose that option to export all records. I get one filled in box in the resulting csv file in A1 and it says " SplashID Export File" . That's it.

I have exported a ViD file but can not confirm that the file is not corrupted with the lone record causing this mayhem.

I am using SplashID for Desktop 6.2 and iOS ver 6.2.3. No, I can't upgrade to newer versions.

Thanks for help. I
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Justin Cepelak Jul 08, 2014 11:15PM PDT SplashData Inc Representative

Hi B P,

If you have just one bad record, I would just delete it and create it from scratch as a new record. Just remember to create the new record before you delete the old one so you don’t lose anything. :)

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Jonathan Aug 26, 2014 12:45AM PDT
Hi Justin,

Just circling back to let you know that your post of May 23rd worked. I didn't get to trying it until now. Once I had fresh labels I had to do a bit of editing to select clean labels for each record, and then delete the garbled ones. I might have been able to do that all along, I'm really not sure but in any case I'm all set.

Thanks!
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Justin Cepelak Aug 26, 2014 12:46AM PDT SplashData Inc Representative

Great! Thanks for letting me know.

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Frank Doherty Dec 08, 2014 12:29PM PST
Found answer to this garbled character issue on your site. Now works better
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C R Feb 14, 2015 01:07AM PST
I'm also experiencing corrupted data with SplashId on iPhone5. The problem is intermittent and you can close and re-open SplashId and the problem may go away. I'm not convinced that the problem is caused by a corrupted data record since the corruption doesn't always occur. If I repeatedly open and close SlashId, the corruption may occur 10-30% of the time.
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Justin Cepelak Feb 14, 2015 01:07AM PST SplashData Inc Representative

Thanks for contacting us. We’re investigating this and we will fix it as soon as we can nail it down.

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Clinton Yap Apr 23, 2015 10:45AM PDT
hi, made some changes on my desktop splash 8 and then sync my iphone6 and data is now corrupted. i have since tried deleting the data on my phone and restoring my cloud master backup and even that's now corrupt. Help!

i've uninstalled and deleted my splashid on my pc and restored from cloud and that fails. Deleting everything on the web splashid and restoring master also brings back corrupt data.
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Justin Cepelak Apr 23, 2015 10:46AM PDT SplashData Inc Representative

Thanks for contacting us. Is the data also corrupt when you login to the web app:

https://splashid.com/login

If so, use the SplashID Backup feature on the left panel to restore a recent backup (maybe not the master backup since you said that has issues as well).

Up 0 rated Down
Ram Nov 14, 2018 03:41PM PST SplashData Inc Representative

Hi,

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

SplashID Support

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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.

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