Offline Items in 1Password for iOS

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Rene123
Rene123
Community Member
edited June 2023 in iOS

Hi,
Just updated to fix the Password field manual type issue. However now I get a message that some changes could not be synced. When I hit "View Offline Items", it shows one item, but I can't get into it.
I have a video of the problem that I can send through

1Password Version: 8.10.8
Extension Version: Not Provided
OS Version: 16.5
Browser: Not Provided

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Comments

  • Lamkafamily
    Lamkafamily
    Community Member
    edited June 2023
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    With 1Password iOS 8.10.8 I've started seeing one "offline item". The error does not show up on my other devices (iPhone and Mac) at the same version.

    The only message I get is "Some changes could not be synced with your other devices".

    Is there a way to fix this or at least understand why this is only on one of my devices?

    1Password Version: 8.10.8
    Extension Version: App
    OS Version: iOS 16.5 Beta 4
    Browser: App

  • Dave_1P
    Dave_1P
    Options

    Hello @Rene123 and @Lamkafamily! 👋

    If you're seeing a message that there are offline items in 1Password for iOS then it means that there might be items, or changes to certain items, that haven't been saved to your account. Our support team can help you with this. I'd like to ask you both 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:

    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

  • alvaro87
    alvaro87
    Community Member
    Options

    Hello,

    I'm having the exact same problem after updating to latest version on iOS. It never happened before. I have followed the instructions above some minutes ago but I haven't still received my Support ID number.

    Thanks.

  • Lamkafamily
    Lamkafamily
    Community Member
    Options

    Sorry to be slow but where would I find the diagnostics? I enabled developer tools but don't see an obvious place to get the diagnostics.

  • Lamkafamily
    Lamkafamily
    Community Member
    Options

    Never mind, I found it under "Help" | "Send Diagnostics" on the iPad

  • Lamkafamily
    Lamkafamily
    Community Member
    Options

    The support ID - #FFX-27367-438

  • alvaro87
    alvaro87
    Community Member
    Options

    I've just received my Support ID number. It's [#CDH-77744-163]

  • ich
    ich
    Community Member
    Options

    Since the last update 1PW shows notifications about offline items but it doesn’t matter what I do I can’t delete them.

    I can’t open, edit or move them. If I click on them an empty new page opens and closes immediately.

    1Password Version: 8.10.8
    Extension Version: Not Provided
    OS Version: 16.5.1
    Browser: Not Provided

  • NoSync
    NoSync
    Community Member
    Options

    Same issue, support ID [#ZES-59921-979]

  • chr1s
    chr1s
    Community Member
    edited July 2023
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    same here last 2-3 days [#UWF-33689-799]

  • tarpenbek
    tarpenbek
    Community Member
    Options

    Same issue here. Annoying. Have sent a report.

  • Rene123
    Rene123
    Community Member
    Options

    MY support case is #XUY-43421-692

  • Guyharg
    Guyharg
    Community Member
    Options

    Same problem last few days. Have sent diagnostics. The "offline item" looks to be part of a item saved in a folder that seems fine. I can't seem to remove it. Buggy iOS push is my best guess.

  • jac.pd_1p
    jac.pd_1p
    Options

    Hey @Lamkafamily @alvaro87 @NoSync @chr1s @tarpenbek @Rene123 @Guyharg

    Thanks all for sending through a diagnostics report from 1Password on your devices to us, they're with the relevant teams and we'll be back in touch with the best next steps for you all :)

  • zo388
    zo388
    Community Member
    edited July 2023
    Options

    I follow the instructions and sent the diagnostic report to the support email. My 1password ios keep saying it’s offline.

    My support id
    [#RNU-17439-226]

  • german640
    german640
    Community Member
    Options

    I’m also experiencing the same problem as others and sent the diagnostics report to the team.

    My support case is [#JEU-72357-382]

  • gustavlund
    gustavlund
    Community Member
    Options

    Also experiencing the same issue . Sent diagnostic report July 1st. My case is [#HLY-98721-518]

  • Dave_1P
    Dave_1P
    Options

    @zo388, @german640, and @gustavlund

    Thank you for posting the Support IDs, my colleagues have received your reports and will send you a tailored response as soon as possible. Please continue the conversation over email.

    -Dave

    ref: RNU-17439-226
    ref: JEU-72357-382
    ref: HLY-98721-518

  • ronen
    ronen
    Community Member
    Options

    Since last 1Password update on 1 of July, my app is offline.

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

  • rjmiley
    rjmiley
    Community Member
    Options

    I'm having same problem as described above. Can't figure out how to run diagnostics report on my ios device. Support ID is [#VAD-97583-387]

  • ronen
    ronen
    Community Member
    Options

    If some users have the same issue after an update, the update is the source of that.

  • jkillorin
    jkillorin
    Community Member
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    Same issue, very annoying to fight off pop ups when trying to use app. Support ID is #RXB-83946-752

  • Guyharg
    Guyharg
    Community Member
    Options

    I've had my diagnostics reviewed and while the coders look at the underlying problem the suggestion from support was to sign out and back in to my iOS app. After doing this my offline items have gone and the app is back to normal. Recommended to make sure you have your emergency kit and sign out and in of each problematic account if you have multiple accounts with the issue.

  • ronen
    ronen
    Community Member
    edited July 2023
    Options

    Thank you. Worked for me 🌷
    Delete and re installed

  • Dave_1P
    Dave_1P
    edited July 2023
    Options

    @rjmiley and @jkillorin

    Thank you for posting the Support IDs. My colleagues will reach out to you via email as soon as possible, please continue the conversation there.

    ref: VAD-97583-387
    ref: RXB-83946-752

    @Guyharg

    I'm happy that the team was able to help you resolve the issue. 🙂

    @ronen

    I'm glad that you were able to resolve the issue as well.

    -Dave

  • Dave_1P
    Dave_1P
    edited July 2023
    Options

    If anyone else is running into the issue then please send in a diagnostics report to the team at support+forum@1Password.com so that our specialists can send you tailored instructions on how to resolve the issue.

    While logging out of the app will get rid of the offline message that you see it may also purge items that are stuck on your device and not backed up to your account on 1Password.com. I recommend that you wait until our support team can review your specific situation.

    ⚠️ If you do wish to sign out of the 1Password 8 for iOS app then please first make sure that you see all of your items in a correct state when you log in to your 1Password account on 1Password.com (in the browser, not the app) first. Please also make sure that you have a copy of your Emergency Kit.

    -Dave

  • jkillorin
    jkillorin
    Community Member
    Options

    Deleting the app from my iPhone and reinstalling it appears to have done the trick

  • Dave_1P
    Dave_1P
    Options

    I'm glad that you were able to resolve the issue.

    If someone is running into this issue please see my post here for instructions on how our team can help you get this resolved: https://1password.community/discussion/comment/690873/#Comment_690873

    -Dave

  • bbabbrah
    bbabbrah
    Community Member
    Options

    my ios app shows a red icon on top right indicating offline mode. when i click on it it says some changes could not be synced with other devices. this just started happening today.

    1Password Version: 8.10.8
    Extension Version: Not Provided
    OS Version: ios 16.5.1
    Browser: Not Provided

  • Dave_1P
    Dave_1P
    Options

    @bbabbrah

    I'm sorry that you're seeing an indicator that your device is offline. I'd like to ask 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:

    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.