Offline message in all iOS devices today

stewartlogie
stewartlogie
Community Member
edited March 2023 in iOS

Previously there was no trouble in syncing my family iOS devices. Is the sync service down? I have asked for support via email, but haven't even got a confirmation of the enquiry. Nothing on the sire mentions any service interruption.

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
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Comments

  • radarfives
    radarfives
    Community Member

    I'm having the exact same issue. Insanely frustrating since I just did a clean install of Windows and I can't log into...well...anything.

  • mrcheese
    mrcheese
    Community Member

    I am experiencing the same on my iPhone.

    I have tried on my wifi.
    I have tried on my cellular data.
    I have tried with VPN and without.
    I have tried rebooting the app.
    I have tried rebooting the phone.

    I have looked in the iPhone permission settings for anything blocking the sync, but I can't see anything out of the ordinary.

  • wouldntyouliketoknow
    wouldntyouliketoknow
    Community Member

    Same issue here, all IOS devices showing offline. I've got internet connectivity, have rebooted iPhone and iPad and restarted 1Password app, still shows as offline. I try to click the cloud button and it says reconnecting but never does. I am using beta build 8.10.1 (81001001) so that might have something to do with it.

  • Dave_1P
    Dave_1P

    @stewartlogie, @radarfives, @mrcheese, and @wouldntyouliketoknow

    I'm sorry that you're seeing an offline message when using 1Password for iOS. It's very likely that 1Password has had trouble connecting to your account for some time, you're only aware of the issue now because we've added the offline indicator in the last update.

    To troubleshoot further, I'd like to ask all of you to create a diagnostics report from your iOS device:

    Sending Diagnostics Reports (iOS)

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

    With your email please include:

    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!

    -Dave

  • mrcheese
    mrcheese
    Community Member

    My Support ID is [#DTK-36475-691]

    I had to try sending it a couple of times from different email addresses. It appears that it has to come from the email associated with my 1password account.

    This also made me remember that I recently changed my 1password account email. Other posts on the forum are mentioning having sync issues on iOS after changing their email, so maybe that could be the issue in these cases as well.

  • Dave_1P
    Dave_1P

    @mrcheese

    Thank you for posting the Support ID. I see that my colleague sent you a reply a few hours ago. Please continue the conversation over email. 🙂

    -Dave

    ref: DTK-36475-691

  • wouldntyouliketoknow
    wouldntyouliketoknow
    Community Member

    Dave and Team, here’s the support ID as requested: [#UHG-49429-968]
    From what I can tell this for me was an isolated incident. But happy to help is this is something that’s part of something larger.

  • Dave_1P
    Dave_1P

    @wouldntyouliketoknow

    Thank you for sending in the diagnostics report, one of my colleagues will take a look and reply to you as soon as possible.

    -Dave

    ref: UHG-49429-968

  • manugo77
    manugo77
    Community Member

    Hi ! same issue here. My support ID is [#GTZ-56588-252]
    thanks !

  • ag_tommy
    ag_tommy

    Thanks @manug077

    Someone will be with you as soon as possible.

    ref: GTZ-56588-252

  • Bowden
    Bowden
    Community Member

    Same issue here. Just seeing this thread. My support ticket ID is [#WNF-24434-979]

  • GreyM1P
    GreyM1P

    @Bowden

    Thank you! We've replied to you today, so we'll carry on the conversation by email with you. :)

  • jonskyywalker
    jonskyywalker
    Community Member

    Hello! Running into the same issue on my iPhone for some reason. Thanks!

  • ag_tommy
    ag_tommy

    @jonskyywalker

    Have you emailed us? If not, please do so.

    1. Open 1Password.
    2. Press command and comma. The 1Password preferences will open.
    3. Tap Advanced.
    4. Click Send Diagnostics.
    5. Click Reveal to locate the report in your downloads folder.

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

    • Your forum username: jonskyywalker

    • A link to this thread: https://1password.community/discussion/138180/offline-message-in-all-ios-devices-today#latest

    • Please 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!

  • ag_tommy
    ag_tommy

    @jonskyywalker

    We received that report. We'll be with you as soon as possible.

    ref: JVL-63195-498

  • minimalart
    minimalart
    Community Member

    Hello there!
    Same issue here. My support ticket number is 115808

    Thank you in advance!

  • Dave_1P
    Dave_1P

    @minimalart

    Thank you for posting the Support ID. One of my colleagues will review your report and send you a reply as soon as possible.

    -Dave

    ref: Zendesk-115808

  • minimalart
    minimalart
    Community Member

    Thank you Dave!

  • Dave_1P
    Dave_1P
    edited March 2023

    Thank you!

    -Dave

  • minimalart
    minimalart
    Community Member

    Hi Dave,

    I just wanted to drop you a quick note to let you know that the issue we were having seems to be solved now. Thanks so much for your help with it. I really appreciate it!

    Best regards,
    Max

  • Dave_1P
    Dave_1P

    @minimalart

    I'm happy to hear that everything is working now. If you need any help in the future then please don't hesitate to reach out again. 🙂

    -Dave

  • Harv0x
    Harv0x
    Community Member

    Is it possible to share the solve to this issue or do you still require customers to run a diagnostic report @Dave_1P ?

    I’m experiencing the issue 😕

  • Dave_1P
    Dave_1P

    @Harv0x

    The offline message itself just indicates that the 1Password app on your device isn't able to connect to your account on 1Password.com. This can occur for a variety of reasons. I definitely suggest sending in a diagnostics report so that we can troubleshoot why the connection isn't working on your device:

    Sending Diagnostics Reports (iOS)

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

    With your email please include:

    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!

    -Dave

This discussion has been closed.