mSecure Support
I'm missing data from some of my records
Mike - mSecure
Hi Daniel,
Thank you for contacting us, and I'm sorry for the issue you're experiencing here. I have not run into this before, so I don't know what could be causing it to happen. After you installed mSecure on your new phone, how did you get your data imported into the app? I checked your account, but syncing is disabled, but syncing is typically how data is imported into the app when installed on a new device.
Also, do you still happen to have access your old phone, and if so, do you see your information when you open mSecure on that device?
I have encountered this same issue with a new Android phone. I logged into mSecure and sync brought in all my records but many records show no field data. Deleting the data on the phone and repeating the sync produced the same result. I was able to get all the data to show correctly by importing a backup file from a working device onto the new phone, however I am concerned if sync is not working not properly I will continue to have missing data in the future. This sure looks like the same failure mode described in this announcement from last year https://support.msecure.com/en/support/discussions/topics/36000031056 although it appears implied that was resolved.
Thank you for contacting us, and I'm sorry for the issue you are experiencing. I see that you sent a forum post of the 6.1.3 version that addressed the data loss issue that was occurring with changing your password and with cross-account sharing. Are you dealing with those exact issues, or are you only dealing with the data loss? I also want to know if you were seeing the same type of data loss that Daniel was seeing on their device? Were you able to see the titles of the records that had data loss?
I also need to know if you were seeing the same type of data loss on your old phone? Are you able to reproduce this issue at all? This issue that you are describing is very uncommon, so if you are able to reproduce this issue, please let me know so we can find out why this is occurring.
Thank you for the response. I am using mSecure version 6.1.5 on a fully updated Galaxy S22+. I attempted to removed and reinstall the app but I can not longer reproduce the issue so I'm afraid I can't provide more information at this time. The failure was exactly as David shows in his screenshots. All my records are listed but if I open the records most of them show no data. No username. No password. Nothing. I resolved it by restoring from a backup file taken from another synced device. Since then all operation is normal. If the failure recurs I will report any future issues.
Thank you for your response. Since you have restored the backup, if you had corrupted records in your account, all of your new records are now "good" data. This should not happen again to you, but if it does, please let me know and I will assist further.
Daniel
I bought a new phone last week. I installed mSecure 6. I logged into my account, everything OK. Truth be told I was glad I remembered the password to the app :D. The logs showed up, so that satisfaction. And I didn't investigate further. However, today I was just going through the records to see if there were any redundant ones among them that I no longer use, to delete them if necessary. And I noticed that some of them don't have the information saved. And I have no idea why, because I haven't changed anything on them in all this time. For example, Disney (see picture) is OK. For the other three, everything is gone. What's that?