Safari extension is not getting updated with changes in the desktop app

PaddyTB

The browser extension is not getting updated with changes made in the desktop app - restarting 1Password fixes it temporarily but the issue keeps returning.

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1Password Version: 1Password for Mac 8.9.11 (80911019)
Extension Version: 2.4.1
OS Version: MacOS Ventura 13.1
Browser:_ Safari
Referrer: forum-search:Safari extension is not getting updated with changes in the desktop app

Joy_1P

Hey @PaddyTB, can you create a new test login in the app and then check if it appears in the extension? If it doesn't, can you go to 1Password.com, sign in, and let us know if the new login appears there?

That will help us understand where things are breaking (via the app or extension). We'll be able to help further once we know that. We hope to hear from you again.

PaddyTB

Hi, thanks for the response.

The changes that prompted me to log the issue were done on an iPad and synced without issue to the 1Password app on my Mac via the cloud. The issue is between the app and extension on the Mac.

HTH

ChrisC1P

@PaddyTB Thank you for getting back to me with that info.
I was hoping for some clarification on what you meant in your initial post when you said: "restarting 1Password fixes it temporarily but the issue keeps returning". Do you mean the updated or new items only appear temporarily or that they appear and remain there but the syncing issue as a whole is only temporarily fixed after restarting 1Password?

Can you follow these steps to see which accounts and Vaults your Safari extension is accessing:

1. Right click the 1Password icon in Safari's toolbar and choose 'Settings.'
2. Scroll down to the 'Accounts & Vaults' section.
3. Do you see all of your accounts/Vaults there?

Let me know how that goes.

PaddyTB

Hi, apologies for the ambiguity, it’s the latter - the syncing issue as a whole is temporarily fixed by restarting.

Joy_1P

@PaddyTB could you create a test login in the app and then let us know if it appears in your account at my.1password.com? That would give us a better idea of where the issue is coming from -- the app or the extension on your computer.

PaddyTB

I’ll do this as soon as the issue manifests itself again - that may be a little while from now…

steph.giles

Hi @PaddyTB,

Thank you for getting back to us, we will be here to help when you need it.

ikjadoon

I apologise for jumping into this thread, but I am having the exact same problem on three different systems. It's taking multiple minutes for things to sync, which makes password changing quite difficult to verify (especially after the recent LastPass breach).

I have the 1Password extension open and the 1Password app open. Both are showing completely different things for the same login.

My details:
Edge 108.0.1462.54 (Official build) (arm64)
Edge extension Version 2.5.1

is not syncing with

macOS 12.6.2 (M1 MacBook Air)
1Password app: 1Password for Mac 8.9.11 (80911019)

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It's also reproducing on an iPhone 12 Pro, ASUS Chromebook CM3200FM1, and an iPhone XR. We're using a Family Account.

//

The only halfway workaround is on the already-synced-devices to rename the login and then sometimes it triggers 1P to update the other devices, but other times, not good.

And for a tip, never edit the login even a little bit on the not-yet-synced device: then that login is considered the "latest" and it overrides the properly-synced devices.

//

Question: is there a force-sync button or hotkey we can do to speed up the process? We're updating ~2 logins a minute and 1Password's slow sync is cramping our style, to put it lightly.

steph.giles

Hey @ikjadoon,

I'm sorry for the delay.

You should be able to force 1Password to sync by locking and unlocking it however, this shouldn't often be necessary as the changes should be instant so there may be another issue here.

If you sign in to your account on 1Password.com and make a change do you see this on your other devices instantly?

ikjadoon

Thank you, Steph Giles. Ah, that's a great workaround and much better than renaming items! Bookmarked.

No worries about the delay. I ended up emailing support support; I've got an ongoing ticket there now. No resolution yet, but I believe they're taking a look. I'll reply back with the resolution, in case it was a local issue in our environment and others might be in the same boat.

However, I agree: there seems to be another issue. I've noticed other reports in the past week (but maybe that's just because I'm keeping an eye out now if anyone knows a permanent solution) on /r/1Password.

To your pertinent question: tested! Result: no issues syncing when using 1Password.com (or the apps + extensions most of the time). That is, we don't know how to reproduce it yet. Sometimes they sync, sometimes it needs 20+ minutes or we forced it by renaming an item. However, the lock / unlock trick will save us the trouble.

I finally caught it in a screenshot two days ago because most of the time, we doubted ourselves. "Did we not hit save? Wait, did we choose update or create new? The website must not have saved it. Reset it again. Who's in the Family Vault right now? No, wait, let's finish your edit." ahahaha

Here's an example where I changed my password and 2FA code. The 1Password application was correct, but the 1Password extension had not and would not sync up. Here, both the password & 2FA were changed. I've fully blurred out the password, but rest assured the 1P extension had the wrong-old password (and thus I couldn't use autofill to log in) and the 1P application had the correct-new password.

Quite a weird bug!

ikjadoon

We just had this bug happen again. Unfortunately, no replies from Support in 9+ days.

Hopeful 1P will take a more serious look into this issue or at least our now-weeks-old ticket. Surely these types of bugs make it very difficult to use a 1Password Families account.

Have any users found a fix? We're ready to start trying things, as long as the root cause can hopefully be found; we can't use 1P in this state.

The most common reproduction: a Windows client makes a change and hours later, a macOS 1Password client has not reflected any changes. Only after manually opening 1Password and then waiting 15+ minutes does the macOS client finally sync.

steph.giles

Hey @ikjadoon,

I'm so sorry for the delay in our response. I think it would be useful at this point if we could take a closer look at some logs and what may be going wrong.

I see you mentioned you had previously emailed support. Can you please share the Support ID number so I can try and track this down for you?

Thanks!

PaddyTB

The bug has surfaced again on my machine; this is the sequence:

1. Navigate to a site in Safari
2. Notice URL needs updating in 1Password Safari extension
3. Open 1Password Desktop app
4. Update URL and save item
5. Navigate to same item on my.1Password.com - update is visible instantly
6. Go back to 1Password Safari extension - update is not showing

1Password for Mac 8.9.13 (80913040)

HTH

PaddyTB

When I tried locking and unlocking the Desktop app the Safari extension then finds literally nothing at all in my main vault - it's as though it has entirely lost its connection:

Defo not a workaround!

ag_tommy

@PaddyTB

Try the following; it sounds as if the browser is having trouble with the connection to the desktop.

1. Turn off - 1Password > Preferences > Browser: Connect with 1Password in the browser
2. Right-click on the browser toolbar icon and disable. Integrate with 1Password app. It's within the General tab.
3. Quit the browser completely! A full quit, not a close or minimize to the dock.
4. Quit 1Password. While looking at the main window (locked or unlocked)
   • Press Command and Q 1Password should lock and close.
5. Wait a few seconds and then open 1Password from the Dock or the Applications folder and unlock. 1Password should open locked. Unlock the app.
6. Turn On - 1Password > Preferences > Browser: Connect with 1Password in the browser
7. Open your browser.
8. Right-click on the browser toolbar icon and enable. Integrate with 1Password app.

If that's not fruitful we really should get to my colleague's in email support who can look into this in more detail. Please email us using support+forum@1password.com. Be sure to use the email address tied to the account in question.

ikjadoon

@steph.giles hello!

This is the reference. I also reached out on Twitter, and 1Password finally sent a new person to the ticket after 10+ days of silence.

DKY-87794-313

I've sent everything there, so I'll only periodically update here on the ticket's progress and whether or not we're left days without any updates from 1Password again. If it happens again, I'll appreciate you pinging them to remind them it's an active issue.

Agreed on logs: I'd actually already sent a number of logs to 1Password. Now, 1Password seems to think it's my device, but 1Password is the only application on this device with connectivity issues on my home network.

Needless to say, Apple (the device maker) and Synology (my router manufacturer) will be wholly disinterested in the problem when only 1Password cannot make a network connection.

//

Almost-completely unrelated:

I'd really recommend 1Password push for a full ticketing system for support requests; today's 1Password email-only system is a mess. My sync ticket is now in three separate email threads, each with their own attachments, logs, screenshots, test results, reproduction steps, etc.

For one-off replies or simple bugs, email is great.

For anything complex, it's a nightmare, particularly when 1Password inadvertently creates new email threads. At one point, my sync issue was lumped into a ticket with auto-fill problems. :( Online ticket systems can fix that, though I imagine you have some users that only use email.

ikjadoon

For others experiencing this same issue, please reach out to 1Password support and attach your logs (official instructions here). Perhaps there's something unique / similar between our setups that might shed light here.

For what it's worth, this was found in my macOS 1Password logs, with 1Password's notes copied as well:

1Password normally gets connected and can stay connected for hours on end, the connection is a 'listener' waiting for any notifications of new items to download.

The latest diagnostics report from the Mac shows:
Disconnection at: 2023-01-17T00:29:23.373
Re-connection at: 2023-01-17T00:29:23.760
Disconnection at: 2023-01-17T03:32:56.878
Re-connection at: 2023-01-17T03:32:57.131

As you can see it is happening very rapidly within a few hundredths of a second. The logs are filled with this happening hundreds of times in a row. Which is not at all close to normal.

If more users experiencing this bug can send logs, maybe a connection (ha) between all our tickets can be found, if there even is one.

steph.giles

Thank you for the update @ikjadoon, I'm so sorry for the trouble.

I hope we can get to the bottom of things soon!

ikjadoon

You're welcome, @steph.giles. It's been quite difficult to diagnose, but one unexpected workaround (confirmed on two networks, it seems) we recently discovered this week: set 1Password to lock more frequently.

I set it to auto-lock every minute and the B5 disconnections virtually disappeared, versus with basically "never lock" 1Password having sometimes 40+ B5 disconnections per day.

The underlying is still being investigated in my ticket (unfortunately no solution yet to these syncing problems), but it's some respite for those perhaps suffering the same issue and I can confirm no syncing issues when setting 1Password to lock more often.

I'll update this ticket periodically and still hope for other users to submit logs or consider this workaround: still hopeful I'm not the only 1Password suffering, haha.

//

I can also share that this issue is only reproducing on my M1 MacBook Air, and no other macOS nor Windows systems.

steph.giles

Thanks again for the update @ikjadoon.

The behaviour you are describing would make sense as locking/unlocking 1Password in your browser should force a sync. Of course in an ideal world the sync should happen on its own but I'm glad that this is helping whilst we get to the bottom of things.

ikjadoon

Cheers, @steph.giles.

Yes. There seems to be bug with 1Password's locking is set to "never" is set on some systems. The progress we've made so far, after ~6 months of this syncing bug. I'm hopeful 1Password has enough information now to get to the bottom of this bug, instead of me testing more & more.

Lock 1Password as soon as possible

Lock 1P ASAP Test Results: one B5 error in 116 hours (0.20 sync errors / day)
Start of "lock 1P ASAP": March 16, 2023 at 12:30pm
End of "lock 1P ASAP": March 21, 2023 at 9:20am
Duration: 116 hours, 50 minutes
B5 errors: 1 (one!)

Never lock 1Password

Never Lock 1P Test Results: 128 B5 errors in 171 hours (18 sync errors / day)
Start of "never lock 1P": March 21, 2023 at 9:30am
End of "never lock 1P": March 28, 2023 at 1:10pm
Duration: 171 hours, 40 minutes
B5 errors: 128 times

steph.giles

Hey @ikjadoon,

Thank you for sharing this, I have located your support ticket and have flagged it to the team along with the information you have provided above. I apologise for the delay. In this scenario we have escalated it to our specialists who will be best placed to help but our response times may be a little longer.

We really appreciate your patience.

ref: DKY-87794-313