1Password Doesn't Sync with iPhone 6 Plus

dlm67

I change my password on my MacBook Pro and now 1Password doesn't recognize my new password on my iPhone 6Plus, even though 1P5 opens and works fine on my MacBook. I hope someone from Agile Bits is listening and will respond. I need this to work. I tried all the suggestions on the knowledge base, including shutting both devices down and rebooting and nothing works.

Stephen_C

Please tell us how you sync your devices. There are certain scenarios when a master password change does not currently sync from one device to another. The work around is to change the master password manually on both devices. If you tell us how you sync someone will be able to tell you whether that bug is the cause of your problem.

Stephen

dlm67

I sync through iCloud. How can I change the Master Password manually on iPhone 6Plus if 1P5 will not recognize my password and open?on my Mac Book Pro there is no problem.

Stephen_C

Try using the old master password to open 1P on your phone. Does that work? You can then change the master password to the new one.

Stephen

dlm67

I have tried that and all other options. Nothing works.

Stephen_C

Do you have a complete set of 1P data on your Macbook? If so, you could delete 1P from your phone (which will delete the accompanying 1P data on the phone) then re-download and re-install it on the phone and sync again with iCloud to see if that improves things.

Note you will want to ensure the 1P data on your MacBook is up to date before you do this.

Edit: note I don't sync with iCloud and it may be you also need to delete the existing iCloud data to get over the problem. In the light of that please wait until someone like @littlebobbytables‌ comes along and confirms the procedure.

Stephen

dlm67

How do I ensure that all 1P data is up to date? I don't understand the last paragraph about @littlebobbytables at all. Who/what is this and what am I waiting for? You don't mean to delete all data from other apps, do you? I believe syncing over WiFi is not as secure as iCloud.

Stephen_C

1. As to knowing whether or not your 1P data is up to date on your MacBook where do you usually create and update items: on your Mac, on your phone or on both? I'm just trying to discover whether you are reasonably confident you have a full set of up to date 1Password data on your Mac.
2. @littlebobbytables‌ works for AgileBits and is much more of an expert than I am (I am only a volunteer on the forum). As your situation is complicated it's better to wait for a more expert view than mine. I know it's frustrating but someone will be here soon to help you.

Stephen

dlm67

I appreciate your time and help, Stephen. This is an issue, however, that AgileBits should anticipate and have under control. If you mean be up-to-date on my Mac Book that I enter all original information there, then, yes, it is up-to-date. If I thought I would not have additional problems by removing the current iPhone app for 1P5 and downloading a new one, I would do it (I assume without having to pay any additional fees). I just not sure how this will, however, and I need to use this app every day on both devises Thank you. Your continued help is very much welcome.

littlebobbytables

Hi @dlm67‌

So if I've read this thread correctly you're saying that after changing your Master Password on your MacBook Pro (which you can still successfully access), that both the old and new Master Password do not decrypt your vault on your iPhone and you've rebooted your iOS device.

You've also stated in your last message that all alterations are made on the MacBook Pro. Given this I suggest the following.

Delete the 1Password app from your phone. This will result in all of the app's data being deleted too. It won't affect any other app on your iPhone (they're all segregated) and won't affect iCloud. Download the app again via the App Store on your iPhone and use the Existing 1Password user guide to point it to your iCloud sync data. Only the new Master Password should work at this point.

If that doesn't work close 1Password on your iPhone and move to your Mac. Launch 1Password and enter the preferences. Switch to the Sync tab and disable iCloud sync using the Change Syncing... button. The use the Reset iCloud Data option which you can find in at Help > Troubleshooting. Restore iCloud syncing and then attempt to follow the iOS guide again.

If it still doesn't work try changing your Master Password once again on your MacBook Pro, and type it into a text editor first to ensure there isn't some issue with what the password has been changed to (so no hidden surprises of a different keyboard layout or such). Does that have any impact?

I find it very odd that both your old and new Master Password aren't working, the old one should continue to work until you've successfully unlocked the vault with your new one but this doesn't feel like a "let's test a few things" situation so lets go with the wipe and start again strategy.

Please do let us know how you get along with this.

dlm67

Unfortunately, even after removing the previous 1P5 app from my 6Plus and downloading the new one, it will not recognize the same password that I use on my MacBook Pro. I downloaded it, used "Existing Vault" and 1P5 located it, synced, and confirmed the information. No success. In addition, you have another bug. Sometimes, when I open 1P5 on the 6 Plus, the phone shuts down and restarts. I will try next step shortly.

dlm67

I shut down and rebooted both the 6Plus and MacBook Pro, but the Master Password is still not recognized on 6Plus. Frankly, I do not trust doing this same operation over WiFi, which is why I use iCloud.

Ben

Hi @dlm67‌

I think at this point we're going to need to see diagnostic reports from each of your computers to see what is happening under the hood. I'd like to ask you to create a Diagnostics Report from your each device: https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report

Then attach the entire file to an email to us: support+forum@agilebits.com

Please do not post your Diagnostics Report in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Report in our inbox.

A short note here once you've sent the Report in will help us to keep an eye out for it. :)

Once we see the report we should be able to better assist you. Thanks in advance!

dlm67

Extremely frustrating. I changed my password and attempted to sync over WiFi after following your instructions for terminating iCloud syncing. Unsuccessful. I kept getting the window of instructions to refresh repeatedly. I changed my password and then got an error message that it could not sync over WiFi. I used the same WiFi network for both devices. II went back and changed the syncing to iCloud. Each time I restarted the iPhone and MacBook. Finally, the sync worked over iCloud and I was able to use the new password. That's for now, the first time, because both devices are still on. Third issue: If I open a specific App, not the website for Bank of America, I cannot use 1P5. I can only use it on the website. I look forward to hearing from and than you for your time and help, but there are some glitches in 1P5.

Ben

Hi @dlm67‌

I'm glad to hear you got things syncing properly; sorry for the frustration.

Bank of America has not yet added 1Password support to their app. You can view a long list of apps that have here:

• https://blog.agilebits.com/category/1password/1password-app-extension/

Thanks!

dlm67

But what are you going to do to prevent this problem from occurring again?

Drew_AG

Hi @dlm67‌,

Our developers are aware of an issue where a change to the master password doesn't sync to 1Password for iOS, and they're working on fixing that. I'm sorry for any inconvenience!