Unable to save changes
Greetings! I recently began using 1Password and it has been a good experience thus far. Last night while making changes to an item using the macOS desktop client, (I was changing the password of an item, as well changing its tags and I deleted/added a file attachment to it), I received an error when saving. Unfortunately I accidentally closed out of the error message before properly reading it so I'm not 100% sure what it said. However it was something along the lines of that it could not save my changes and something about an issue encrypting my data. After closing the error message, I just clicked Save again and it worked and I have not seen this message since, despite trying to reproduce it.
Sorry if this lacks enough information to properly assist but I was hoping to get some clarification on that message. Everything seems to be working now but the part of the message saying that it could not encrypt my data has me a bit concerned. Could this be a random sync issue or some kind of a greater issue?
Thank you.
1Password Version: 8.8.0
Extension Version: 2.3.7
OS Version: macOS 12.5.1
Browser:_ Safari
Comments
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I'd like to ask you to create a diagnostics report from your device:
- Open 1Password.
- Click 1Password in the menu bar.
- Click Preferences.
- Click Advanced in the new window that appears.
- Click Send Diagnostics.
- Click Reveal.
- Attach the
.1pdiagnosticsfile saved in that folder to your reply.
Attach the diagnostics to an email message addressed to
support+forum@1password.com.- Your forum username:
myrmex09 A link to this thread:
https://1password.community/discussion/133281/unable-to-save-changes#latestPlease do not post your diagnostic report to the forum. This is for your privacy and security.
You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!
0 - Open 1Password.
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Thanks for the quick response. When I generate the diagnostics report, a 1pdiagnostics file is created but I do not see a zip file. Do I just attach the 1pdiagnostics file to an email and send it? Also, do I send it to support@1password.com or support+forum@1password.com? Thanks!
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Apologies I didn't get back to you as quickly, @myrmex09!
If you haven't already, you can attach and send that
.1pdiagnosticsfile tosupport+forum@1password.com. Remember to also reply here with your support ID once you receive one from BitBot, this will help us link your diagnostic report with this thread. 🙂0 -
Yep, I submitted the report a few days ago. I had sent an email to support@1password.com a few days before opening this thread and was asked to send the report to them, which I did. I believe the support ID is #UGQ-35344-822
Thanks!
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@myrmex09 The correct email for sending the log is:
support+forum@1password.com
They also ask you to include the following so they can relate it you:
Attach the diagnostics to an email message addressed to support+forum@1password.com.Your forum username: myrmex09
A link to this thread: https://1password.community/discussion/133281/unable-to-save-changes#latest0 -
Hi all,
I was in contact by email with Jac of the support team, who was very helpful and informative, and their response to this potential issue was:
"As for the error message you experienced, I believe you're correct in saying it was a one-off occurrence and won't happen again. When you upload a document to your 1Password account, we encrypt the document, then move it to the relevant folder to be uploaded to your account in the background. It looks like this process happened a bit too quickly so it was trying to upload before the file was encrypted. Like you mentioned, it hasn't happened since and haven't been able to replicate the issue since so most likely everything has resolved itself, but I'll make sure to make a note of this in case it happens again."
I believe we can consider this resolved. Thanks everyone.
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