Sometimes sync stops working until I lock and unlock again

Thanks c__,

I see we have sent a response over email, let's continue the discussion there.

ref: BGN-67698-548

I encountered the issue again today on a different machine and sent in another console log. Email thread support ID is [#BGN-67698-548] for both.

The issue happened again and I was able to grab a console log this time. I sent it to the email mentioned earlier. I hope that helps!

c__ thanks again for your response.

From my perspective, having to re-unlock every 8 hours on every device would be worse than the current problem, not better.

I do recommend enabling the setting and configuring the extension to lock up after 8 hours if you run into the issue more than once every eight hours. However, if you don't run into the issue often, then I do understand why that is not ideal. In that case, locking/unlocking the extension may be the only workaround.

I would still love to get your extension console logs when the issue occurs to confirm what is happening with the extension. The logs will help us determine if you are running into the known issue with the "Automatically lock 1Password" setting breaking the extension's syncer. Once we get the logs and can verify that you are running into that issue, we will get you added to the internal report that we have for it.

I appreciate your patience, Conrad. Please let us know if you have any other questions in the meantime.

Hi Joy,

To clarify, was your device offline when that message appeared?

Nope.

How often are you seeing that message now?

That was the first time I saw that UI, but I observe the issue probably 1-2 times a week.

Additionally, I am curious --do you use the 1Password desktop app on your computer? If not, then I'd like for you to check on the following:

I don't.

Under Security, is "Automatically lock 1Password" disabled?

It is disabled.

If "Automatically lock 1Password" is disabled, please enable that and set it to the maximum amount of 8 hours.

From my perspective, having to re-unlock every 8 hours on every device would be worse than the current problem, not better.

Thanks,
Conrad

c__ our developers did add error messages to the extension to help users work through this issue. To clarify, was your device offline when that message appeared? How often are you seeing that message now?

Additionally, I am curious --do you use the 1Password desktop app on your computer? If not, then I'd like for you to check on the following:

1. Right-click the 1Password extension in the browser's toolbar and select "Settings".
2. Under Security, is "Automatically lock 1Password" disabled?

We've found that turning off "Automatically lock 1Password" can cause issues with the extension's syncer. If "Automatically lock 1Password" is disabled, please enable that and set it to the maximum amount of 8 hours.

Please let us know if this improves the behavior that you're seeing. Please also grab your https://support.1password.com/cs/extension-console-log/ the next time the issue occurs and share them with us so that we can look into the issue further.

We hope to hear from you again.

I forgot to grab a console log, but there appears to be a UI for the problem now?

Why did my 1password vault go "offline" and how do I prevent this from happening in the future?

Sounds like a plan, c__! If the issue does come back, please don't hesitate to reach out and let us know about it with your console logs.

Thanks Steph, I'll try to grab a console log the next time I can reproduce the issue.

Hey c__,

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

I'd like to ask you to reproduce the issue and send over a console log from your browser:

• Save a console log for 1Password in your browser

Please attach the report to an email message addressed to support+forum@1password.com with a link to this thread.

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