What am I meant to do with offline items?
Hi
I have 5 items that are identified as offline items. Selecting sync offline items just takes me to the list of offline items. What do I need to do in order to have them no longer be offline?
The only action I appear to be able to perform on them is to share. I don't appear to be able to edit, copy or perform any other function to these items. 4 of these are probably safe to delete (maybe that's how they ended up in this state?), but I think I still need 1.
1Password Version: 8.10.8-24
Extension Version: 2.12.2
OS Version: Windows 11
Browser:_ Edge
Comments
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Hi there @Fydon
It'll be best to help you with this directly, so that we can guide you through what to do. Send us an email at
support+forum@1password.comand you'll receive an auto-reply from 🤖 BitBot. It will contain a conversation number, which looks like[#ABC-12345-123]– post that here and I'll be able to make sure your message goes to the right team. I look forward to hearing from you. :)— Grey
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Same issue (Mac)
Email sent #GFH-33912-268
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Disregard case [#GFH-33912-268]
This worked
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Hello,
I'm experiencing the same "Some changes could not be synced with your other devices" in the Windows app after today's 8.10.8 update.
I submitted an email to support via your website form earlier this afternoon with details but have not yet received an automated confirmation (and I've checked my spam folder). Do I need to send an email to the support+forum email ID instead?
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I received a response from support just now.
Please disregard and/or delete my prior post in this thread.
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+1 for having 100's of offline items, and an offline account constantly requesting sign-in. How do we remediate? More details sent in and received this: [#BVE-33723-191]
Many thanks!0 -
[#PXM-33741-196]
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I'm having the same issue with a single item... thanks in advance for your anticipated support.
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Hi @GreyM1P
I have the same issue, and this is my conversation number [#JBV-68265-691]. Thank you.
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Hello folks,
@2bad - Did you receive a support ID or has someone already been in contact the with you?
@kelvingo935 - We appreciate you sending along the support ID, someone will be in touch with you as soon as possible.
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@ag_mike_d - Hi there... no support ID or contact yet.
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@2Bad - I'm sorry that you've not received further contact from us. Could you check your spam folder for any correspondence from us?
If the email is not there, could you to create a diagnostics report from your Windows PC and attach it to an email message addressed to
support+forum@1password.com.With your email please include:
- A link to this thread:
https://1password.community/discussion/comment/690636/#Comment_690636 - Your forum username:
2Bad
Please let us know if you have any further troubles, but you should receive an automated reply with a Support ID number. If you could post that here, we'll be back in touch as soon as possible. Thanks!
0 - A link to this thread:
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It looks like dev introduced an annoying bug on 8.10.8... any news about a version that fixes it anytime soon?
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Got the same problem. Here's the code I got from support email:
[#JMQ-35797-511]
I have a lot of items marked as offline. And some of them appear to have been duplicated?
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Here is my code from support mail
[#YZQ-33944-146]
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@ag_mike_d Thanks for your response. I had another issue where 1Password would not start. When that problem was resolved the issue discussed in this tread was also resolved (it magically disappeared) at the same time.
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Hello folks - Thanks for sending along those Support IDs. It looks responses have gone out.
@uhuhleuh, this continues to be investigated. If you haven't already, could you follow the instructions here and reply with your support ID so we can assist further?
@2Bad, I appreciate you letting us know. If you run into other troubles, we'll be happy to help.
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@ag_mike_d Thanks for your guidance. Tried to get a diagnostics report, but the [Reveal] button doesn't show up anywhere after pressing [Send Diagnostics].
Sent a msg to support+forum@1password.com anyway but BitBot didn't send an answer... am I doing anything wrong on my end?
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@uhuhleuh - Sorry for the further troubles. Could you check your desktop and let us know if you see a file created there that ends with
.1pdiagnostics?Have you yet to see any email replies with the support ID number, possibly in your Junk folder?
If you're still not having any luck with either the diagnostic report or a support email reply, could try emailing us again at
support+forum@1password.comwith a copy of some logs from 1Password?
1. In the Windows search bar copy and paste the following and press enter:%LOCALAPPDATA%\1Password\logs\
2. Select everything in this folder, and then right-click and choose Send to > Compressed (zipped) folder.
3. Then, attach that zip file to your email.Thanks!
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@ag_mike_d My support ticket is [#VZI-92642-359]. I sent in the diagnostics report.
Your support team (Tim G.) found the issue I had generating the diagnostics report: 1password was not allowed to write files on my Mac (and no explanation was given to user...). Below is what solved the issue, in case other readers can't generate the report either.
Thanks for your support.
dan
HOW TO SOLVE ISSUE WHERE 1PASSWORD CAN'T GENERATE DIAGNOSTICS REPORT
If the "Reveal" button is not displaying a folder with a .1pdiagnostics file, then 1Password may not have the correct permission to generate the report in your Downloads folder. You can assign this permission with the following steps:
Select the Apple icon from the menu bar and then "System Settings".
Select the "Privacy & Security" tab.
Select "Files and Folders".
Click on 1Password to reveal a menu and enable the "Downloads Folder" toggle.Once you have done that you can follow the instructions to generate a diagnostics report once more, then attach it to your next reply.
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Thanks so much for letting us know, @uhuhleuh! I'm glad Tim was able to assist with the reveal diagnostics report troubles you were encountering on your Mac.
I can see that this ticket had made it over to the appropriate team and we'll be back in touch with you as soon as possible as soon as possible.
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Experiencing same issue. My ticket #: [#HJJ-38798-894]
Thank you for your help!
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Thanks for letting us know, @WasRF_Now1P. A member of the team will be reply as soon as possible.
ref: HJJ-38798-894
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This content has been removed.
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As you've linked to there, the instructions cover some of the situations that customers might find themselves in, but some scenarios will need individual help from 1Password Support. Some people will be quite happy to remove the items from Offline Items and that post shows what to do. Otherwise, we'd recommend customers email us a diagnostics report so that we can give them customised support based on their circumstances.
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I think I may have found and fixed the cause (at least in my use case). I noticed items started going into the "offline" bucket around 5/25. It was about this time that I upgraded my iPhone. The prior one was wiped, without a proper uninstall of 1password.
The following is my theorizing on the inner workings of 1password. My guess is that since my prior phone was still registered as one of my authorized 1password devices, 1password was still expecting to be able to sync to it.
I went to my authorized devices within my 1password profile and blew all auth'd devices away (clearly overkill but I didn't want to search for every instance of my old phone). I then uninstalled/reinstalled every instance of 1password (windows app, firefox add-on, iphone and ipad). There is no more "offline" bucket and all items in the offline bucket synchronized.
Again, this may only be the cause/fix in my particular case. But thought I'd share in case it helps with troubleshooting.
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Thanks for your reply, @WasRF_Now1P!
The latest update (8.10.8) made it possible for the app to display any specific items that have been unable to sync to the server. In this case and as with most cases I've experienced, you were likely dealing with items in the 1Password for Windows app that were no longer on 1Password.com and the app was having troubles locating and syncing to them.
There is no more "offline" bucket and all items in the offline bucket synchronized.
Once you signed back in to the 1Password for Windows app, this would have cleared those offline items.
If you run in to further issues, could you please reply to our email with a diagnostics report and we'd be happy to help as needed.
Looking forward to hearing back from you.
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