You have to understand: Dragon Age Keep is not a save game importer, so everyone have to rebuild their own saves again with the keep. Everything that syncing imports is your character portraits, names, gender, class and orgins of the warden. Everything else is a default world state and you have to rebuild your own manually.
The "choose are hero" menu always appears and after you click it, you should see a list of portraits from the characters that have been uploaded to the bsn/keep.
And I understand that. My beef with the system is (or was) that it said my ''Hero was unavailable''. I read somewhere that it could take a whole day for your Warden (and your Warden only) to get into the system - my Warden, which means his likeness (which I'm guessing is his portrait), his gender (male), class (warrior) and name (Michael). Doesn't that import as well? I don't want Default Heroes - even if I untick the Default Heroes tab it says that my hero is unavailable.
I know you have to rebuild your own world state, it's just my character's info that I'm worried about.