Catastrophic error: sync issues

komocode
komocode
Community Member
edited July 2 in Mac

I recently updated the notes section in my Outlook login to include the newly generated recovery codes. Today I needed the recovery codes while working on my Windows machine. But I checked on my notes section and there were no recovery codes in the notes section. I am 100% sure I added the recovery codes in the notes section.

I nearly had a heart attack. Being locked out of my outlook would be a huge loss. Luckily I checked on my Mac and the recovery codes are there.

I had my Mac and my Windows 1Password windows displayed in front of me to see what's different. The "last edited" date are both the same, but the Windows 1Password is displaying the old notes section while the Mac is displaying the newly edited notes section. This makes no sense.

I can no longer trust 1Password to keep my sensitive data intact.

1Password Version: 8.10.34
Extension Version: 2.25.1
OS Version: 14.5
Browser: Chrome

Comments

  • ag_tommy
    ag_tommy

    @komocode

    Off-hand it sounds like a display issue based on your account of the situation. I'd recommend talking with the technical team to better understand what happened.

    Please email us using support+forum@1password.com. Be sure to use the email address tied to the account in question.

  • Unknown
    Unknown
    This content has been removed.
  • ag_tommy
    ag_tommy

    @DominikWT

    I'd start by checking to ensure have the following enabled on all Mac's. 1Password > Preferences (Settings) > General - Keep 1Password in the menu bar - enabled

    Closing an reopening 1Password is a way to force a sync. My feeling is the menu bar helper is not running (One of it's purposes is to help with background syncing) Because you quit and reopened the app you triggered that sync.

  • Unknown
    Unknown
    This content has been removed.
  • ag_tommy
    ag_tommy

    @DominikWT

    Hmm, the next time you encounter this can you grab a diagnostic report? If this happened recently can you gather one now? It should have several days of history. Please gather the report from the device that you needed to quit and open 1Password on.

    On the off-chance are you using a VPN? Do things sync once you disconnect?

    Gather a diagnostic report:

    1. Open 1Password.
    2. Press Command and comma (Control and comma on Windows). The 1Password Preferences/Settings will open.
    3. Select Advanced.
    4. Select Send Diagnostics.
    5. Select 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: DominikWT

    • A link to this thread: https://1password.community/discussion/146470/catastrophic-error-sync-issues#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. Thank you!

  • Unknown
    Unknown
    This content has been removed.
  • ag_tommy
    ag_tommy
    edited July 3

    Thank you very much. Someone from the team will be with you as soon as possible.

    ref: CCS-41169-574