Can't view attachments in iOS

brockhill

I am running iOS 8.1.1 with the latest version of 1Password.

My problem is that the following:

I can see the attachment on the Iphone but when I click on it to view it all I get is a blank screen.

I am syncing with Dropbox and 1 Password 5.0.2

Winnie

Hi @brockhill‌

sorry you are having troubles with the attachments. Could you check if you can view this attachment on your Mac? Do you have other items with attachments? If yes, does this happen with every attachment or only this one?

brockhill

I can view the attachments on the Mac. Seems to be happening at all attachments. With a pdf I just get a blank screen; with a jpg, I get this on the screen.

ZeppoVA

I have been having the same issue since upgrading with the following additional symptoms:

• Some pdfs added on one mac show the file icon and work fine but on another ac do not show the file icon and 1P tells me the the file is corrupt.
• Some pdfs added on a mac show up as fine on one iOS device but exhibit the issue on another iOS device.
• Some attachments that existed prior to upgrading remain fine, but some exhibit the issue. Every new attachment since upgrading seems be exhibiting the issue.

Using iCloud Drive to sync.

I reported this to Agilebilts a week ago and have received no response. At least now I know it is not just my happening with me.

Ben

Hi folks,

I'm sorry for the trouble with attachments. We've been trying to track this down but have been unable to reproduce it on any of our own devices. If you're still having this problem, please:

1. Try re-attaching the files from your computer, and see if iOS can open the re-attached version.
2. If that does not work, please send us a diagnostic report.

Please see this guide to create a Diagnostics Report from your iOS device:
https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report

Please email the report to support+forum@agilebits.com and in your email please include a link to this thread along with your forum username.

Let us know here once you've sent the report, or if step #1 above works for you.

Thanks!

ZeppoVA

During my own trouble shooting, I tried re-attaching files and adding new files from 2 macs and iOS devices. I have experienced the results described in my earlier post to be consistent an predictable. I do not have a log file to send as I changed to Dropbox sync - all seems to sync as expected so I am not going back to iOS sync to generate a log.

As an aside, I am disappointed that I have not received anything except the automated response to my support request submitted more than a week ago. Assume all are busy - I found think this posting by accident ... Hope you figure it out.

brockhill

Followed your suggestion.

Deleted the attachment from desktop and then re-atttached.

All seems fine and I can now see the attachment on iOS!

Thank you,

Ben

Hi @brockhill‌

Glad to hear that worked out for you! :)

@ZeppoVA‌

I'm sorry we have not been able to respond to your email yet. We're working as quickly as we can to get to everyone's email. Generating a diagnostic report does not require that you change your sync method. Thanks.

ZeppoVA

As part of my trouble shooting I deleted and reinstalled 1P an all my platforms. Would a diagnostic report still be valid for you? If so, I will be happy to send.

Ben

Yes please. Actually a report from both your iOS device and your Mac would be great! Thanks.

ZeppoVA

Just sent diagnostic reports ...

Ben

@ZeppoVA‌

I don't see any tickets that have your forum username mentioned in them, or any tickets from the email address you have registered on the forum. Could you please send me a PM with the email address you used to email us, or the ticket ID your email generated?

Thanks

Ben

Got the reports, thanks!

ref: RBM-98112-311