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

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)

Comments

  • ag_anaag_ana 1Password Alumni

    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?

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

    list of catergories

  • BenBen AWS Team

    Team Member

    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 [email protected].

    With your email please include:

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

    Ben

  • 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

  • BenBen AWS Team

    Team Member

    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

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

  • ag_anaag_ana 1Password Alumni

    :+1::)

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

  • BenBen AWS Team

    Team Member

    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 ([email protected] if you aren't already in touch with them) to get everything sorted. I apologize for the inconvenience.

    Ben

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

  • BenBen AWS Team

    Team Member

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

    Ben

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

  • ag_tommyag_tommy

    Team Member

    @ciro207

    Please follow Ben's suggestion to email support using [email protected]

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