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

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

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.

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.

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

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

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 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.

@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.

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!

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