"Pending upload file is missing" text after switching from standalone to families subscription

markuswarren

I am running:
1Password 7
Version 7.9.2 (70902005)
1Password Store

Yesterday I switched over from a standalone vault / 1Password licence, to a new Families subscription and migrated my vault over as per the instructions.

Today I noticed in the 1Password mac app that items that had attachments now sates "Pending upload file is missing". I also see in the 1Password web app / page that it lists "This item has an unsupported field" for those same attachments, and the iOS app also indicates a similar issue too.

It would seem to me that something went wrong when the data was migrated over. Is there some way to retrieve the missing files (I was syncing to iCloud previously)?

---

1Password Version: 7.9.2 (70902005)
Extension Version: Not Provided
OS Version: macOS Big Sur 11.6.2 (20G314)

ag_ana

Hi @markuswarren!

Today I noticed in the 1Password mac app that items that had attachments now sates "Pending upload file is missing". I also see in the 1Password web app / page that it lists "This item has an unsupported field" for those same attachments, and the iOS app also indicates a similar issue too.

Can you please check in your new 1Password.com vault if your documents have been added as items inside the Documents category perhaps?

markuswarren

Hi!
I do not see a "Documents" category in the side-bar (see screenshot).

Ben

Hi @markuswarren

I'd like to get you in touch with our migration specialists to investigate further. To facilitate that, I'd like to ask you to create a diagnostics report from your Mac:

Sending Diagnostics Reports (Mac)

Attach the diagnostics to an email message addressed to support+forum@1password.com.

With your email please include:

• A link to this thread: https://1password.community/discussion/125948/pending-upload-file-is-missing-text-after-switching-from-standalone-to-families-subscription
• Your forum username: markuswarren

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

Ben

markuswarren

Hi Ben,
Thanks. I've followed the instructions above, and am just waiting on the bot to respond and I'll post up the support ticket ID when I get it

Ben

Thanks @markuswarren. I was able to find we've received your message and it has been routed to our migration team, so no need to post the support ID at this point. The team will be in touch ASAP, though I will note we're a little behind due to the holidays. We appreciate your patience.

Ben

ref: AEN-88822-847

markuswarren

Hi Ben,
Thanks once again. I completely understand any delays :)

ag_ana

:+1: :)

monozot

Hi. I've experienced the exact same issue. Is there a fix on the way?

Ben

Hi @monozot

Our development team has been made aware and will be working on a fix ASAP. In the meantime I'd recommend working with our migration team via email (support+tradein@1password.com if you aren't already in touch with them) to get everything sorted. I apologize for the inconvenience.

Ben

monozot

That's good to know, Ben. I'll send them an email shortly.

Ben

If we can be of further assistance here, please don't hesitate to contact us.

Ben

ciro207

Hello, I have the same problem. How it is solved?

ag_tommy

@ciro207

Please follow Ben's suggestion to email support using support+tradein@1password.com

stooart

Others who lost attachments when transitioning to a membership (whilst running Version 7.9.2 on macOS) may want to restore from backups. Consider these instructions forwarded below from support@1password.com. Note, restoring from backup will sign-out the user from the 1Password membership account.

Here are the steps to restore the attachments from a backup:

1️⃣ If you do not already have the Primary vault from the previous setup, create the Primary vault on your Mac.
Open and unlock 1Password.
Choose 1Password > Preferences and click Advanced.
Turn on “Allow creation of vaults outside of 1Password accounts”.

2️⃣ Once you create that, restore from your backup file: https://support.1password.com/backups/#you-can-also-create-and-restore-backups-of-standalone-vaults

... The restored vault will be "On My Mac" — from here users could go a few directions. I simply wanted the attachments, so made a smart folder to filter for items with attachments and then exported those items. The export contains a directory of unencrypted attachments.

Jack.P_1P

Thanks for the additional info @stooart! 👆

Jack

dfresearch

I did this and it all seemed good until 1pass (mac) crashed and now every time I open the app, it crashes almost immediately. Is there something I should do to avoid the crashing? Some file that needs to be removed at the Finder level?

No issues with the iOS version currently

Dave_1P

@dfresearch

I'm sorry to hear that 1Password is crashing on your Mac. I'd like to ask you to create a diagnostics report from your Mac:

Sending Diagnostics Reports (Mac)

Attach the diagnostics to an email message addressed to support+forum@1password.com.

With your email please include:

• A link to this thread: https://1password.community/discussion/125948/pending-upload-file-is-missing-text-after-switching-from-standalone-to-families-subscription
• Your forum username: Dfresearch
• Please do not post your diagnostic report to the forum. This is for your privacy and security.

The report will be in zip format. Please send the entire file.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

cavenewt

@markuswarren

Were they able to help you retrieve your attachments?

markuswarren

Hi @cavenewt, Yes, the support team was able to assist me in getting things working. Absolutely top-notch support too :)

One thing I learnt was that the new "Documents" item is a better place to put things you're going to attach to another items, rather than using attachements.

cavenewt

Hi @markuswarren, thank you for the breathtakingly speedy reply.

Like you, I don't have a Documents item. I'm still on V7, waiting to upgrade to V8 until I get my attachments back. That's where I tended to store security questions as screenshots. Once I get everything squared away, I can learn a new trick and use Documents.

I've already sent my diagnostics report to tech support and will await their reply; your experience is encouraging. I'd rather not dredge back through my old dropbox sync folder in case I need a security question reminder…