3.9.20 extension not syncing back to main app

Greetings, I want to update to 1password 5. My operating system is Yosemite. I have the 1password main app version 3.8.22. I have the extension version 3.9.20. In order to update to 5, it says I need to uninstall the extension, but first make sure it is syncing back to main app. When I try creating a new login, I can't get it to sync. I also see that other passwords I changed more recently via the extension have not synced.

I am also getting a troubleshooting report on the extension. It is unclear to me from the report where the problem is.

Thanks for your help.

Comments

  • MeganMegan

    Team Member

    Hi @pslavsky ,

    I'm sorry to hear that you're having trouble updating to 1Password 5! We'll need to take a closer look at your system to determine where things are getting tangled up.

    I'd like to ask you to create a Diagnostics Report from your Mac:
    https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report#mac3

    Please ensure you select the correct tool for your operating system. (The tool for Mavericks will also work for Yosemite.)

    Then attach the entire file to an email to us: [email protected]

    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!

  • Hi Megan, I just generated the diagnostic report and sent it along with a link to this thread. Thank you!

  • MeganMegan

    Team Member

    Hi @pslavsky,

    We've received your Diagnostics Report - thanks for sending it in! I've updated the email thread with the necessary details from this forum discussion so that it is easier for our support team to get up to speed with the issue. Someone from the support team will get back to you as soon as possible with some further information. We'll keep the conversation going directly via email to avoid complicating things between here and there. :)

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