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Now chatting with Josh, case # *******
JoshThanks for contacting AppleCare chat support. My name is Josh. Please give me a moment to look over your information.
Josh Hey there, X! Your case number for todays Chat is ********. I hope you are having a fantastic day! How may I be of assistance?
Me:Hi Josh. I'm actually Peter. We keep getting old, previously-deleted shortcuts returning to OS X and iOS.
Me:Good description of the problem: https://discussions.apple.com/thread/6656922
Josh Oh dear, Peter! I can definitely understand how frustrating that can be. I use Keyboard Short cuts to be more efficient with my typing every day! I would be lost without being able to properly manage them. I'll be more than happy to help get this issue resolved for you today.
Josh Now Peter, I'm going to ask you some questions to work with you to resolve your issues on your iPhone today, would that be okay with you?
Me:Yes.
JoshGreat, thank you! Before I guide you through troubleshooting this, are there any steps that you've taken prior to chatting with me? I don't want to ask you to try anything twice!
Me:Previously (not today) I deleted both the wanted and unwanted shortcuts from all our devices and Macs, but they always come back.
Me:We have 2 iPhones, 2 iPads, 4 Macs.
JoshThank you for the information! From the Diagnostic Report you submitted before our chat I am seeing that your iOS Software is out of date. With the latest iOS Software, it does include many enhancements to not only Safari but the Overall iOS System!
JoshOur first step in resolving this issue is to update not only this iPhone, but all of your iOS Devices, and your Macs! This will ensure, that we have the latest Safari, iCloud, Settings Preferences, and Syncing Protocols across all the devices!
Me:Okay. But the problem still exists for other users on the latest update. This issue has been around for ages.
Me:All Macs are on Yosemite.
JoshNow, to check if your other devices need an update you can go to Settings > General > About > if updated to the latest software, the Version number should read 8.3. Here is a Step-by-Step Article on how to update your iOS Device! I will also email you this! Update the iOS software on your iPhone, iPad, and iPod touch
Me:Was there a change to the syncing protocol with 8.3?
JoshYes, I do see from the Discussion Forums that it has not resolved some of the customers issues. However every case is Unique as we do not know, what Settings they have, if their devices have damage, as well as if their iCloud Accounts are provisioned properly.
JoshYes, with every update, we increase the Security as well as the Speed and Efficiency of iCloud Syncing between devices.
Me:I appreciate your help. I am unable to update all devices now as some are at work and some are at home. This recurring problem is impacting on our professional letters.
JoshAh! I understand! Well once you have all your devices up to date, please go ahead and delete the Shortcuts again! If they come back, please don’t hesitate to chat us back, so we can then further trouble shoot the issue! Not to worry, I have left detailed notes about the issue for the next Advisor; just in case it does occur again! Does that sound okay?
Me:It's reasonable, but frustrating.
Me:I predict that I will update everything, delete old shortcuts, then in a few days or a couple of weeks, the old shortcuts will re-appear.
JoshI completely understand! However, I am very confident that updating all your devices will resolve this issue, because I have seen it resolve this as well as many other odd ball occurrences before!
Me:… and then Apple engineers will continue to add new features instead of fixing old bugs.
JoshIf they do re-appear, please don’t hesitate to chat us back so we can further intestate it! You can submit product feedback about this at http://www.apple.com/feedback
We have an entire team here at Apple whose job is dedicated to reviewing this feedback, and escalating it to the proper outlets (such as the engineers for iTunes, iPhone, iPad, etc.), so you can rest assured that your voice will be heard, about this bug!
Me:Because we use Apple products at work and at home, it is very difficult to get all products updated to the latest software at the same time.
Me:I'm sorry, but I have already sent feedback, but because Apple does not reply, and nothing changes, there is no way for users to know what Apple does with the information. Do you have a list of bugs that I can look at?
Me:Josh, are you able to pass this issue up the line to your manager? Or do you have to wait until I update all products?
JoshNo, we do not have a Public data base of known issues. This is due to the quick turn around time that we have to resolve any issue we encounter. However, if a system of ours is down you can see it at http://www.apple.com/support/systemstatus/
JoshWe need to first update all of your iOS Devices to the latest iOS Software. This is always our first step, because it resolves most issues.
Me:There has definitely NOT been a quick turn around on this issue. The original post on that forum dates from Nov 2014. I had this problem before that.
JoshAll posts remain on the Forum no matter the time of Posting. They remain there in case someone does encounter the issue again. Additionally, that information is a year old, so the steps taken by those customers applied to the software and products that were in use at the time. So, our first step to resolve this issue, is update it to the latest software we have available to resolve this.
Me:Sorry. What I meant was that this issue on the forum has not been resolved - the problem still exists, and has existed since at least Nov 2014, 6 months ago.
Me:I would really appreciate it if you could pass feedback up the line. I undertake to update all my devices when I am able to.
JoshAbsolutely! Thanks so much for your time today, Peter, it was great chatting with you! If you have no further questions, I’ll go ahead and end our chat session now. Feel free to chat us back anytime, if you have any other questions or concerns! Thanks again, and I hope you have a great rest of your day!
Me:Thanks for passing feedback on to your supervisor!
Your chat session has ended. Thanks for using Apple's chat support.
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