New phone, not able to sync through backup or iCloud

malinso

I synchronised my previous phone to iTunes on Mac and then set up a new phone with the latest backup (both iPhone 6 iOS 8.2, 1password version 5.2) Believe this has worked just fine with 1Password earlier, but this time I get the choice between New vault or Sync existing wault. Since I can`t choose to log in, I select Sync Existing vault and Sync with iCloud, I had an active automatically sync with iCloud on my pre phone. But getting Existing data not found.
iCloud Drive has been turned on. 1Password is located in iCloud- Manage storage- Documents & data.

Used a program to view my iPhone backups and compare the last backup with previous backups (where set up 1password to new phone worked fine). In the Password1-Library- Saved application state,there is a file called restorationinfo.plist at 240B. This file is in all my backups, but in my last backup is in addition also a file named Data.data. at 12KB.

What went wrong, why does neither of my actions work? And is there a way I can get access to all my saved data?

Vee_AG

Hi @malinso,

Sorry to hear you're having trouble syncing. Let's see what we can do to help you fix that. :)

Can you confirm that you are logged in with the same Apple ID on both phones? This will be necessary to sync with iCloud.

And as I understand it, backups don't need to be a part of the new phone setup process. You should be able to just download 1Password on the new phone and sync to existing data with iCloud.

And for good measure, I'll suggest you upgrade from 5.2 to 5.3, the latest update that we just released. This may help clear up the issue as well. Let us know how that goes for you.

malinso

Hi

Thanks for your reply. Yes, I am logged in with the same iCloud account. I always set up a new iPhone with backup, so I don`t need to install all apps again and also keep all my logs/history/contact etcetera.

I upgraded to 5.3 som days ago, also updated my mac to OS X Yosemite (I guess mac os x version does`t count in this issue). But no update solved my issue.

Vee_AG

Hi @malinso,

Thanks for providing that extra information. I'm sorry, I think I may have misunderstood your original post a little bit, and this extra info helps me understand better. I thought you were referring to 1Password data backups, though it is now clear to me you're talking about backing up the whole phone.

As it turns out, we do actually have a troubleshooting guide for resolving the "Existing data not found" error that you mentioned--thanks for including that in your original post! Sorry I didn't notice it earlier. In most cases, this error appears after a migration from the old iCloud (pre-Yosemite) to the new iCloud (Yosemite, iOS 8). You can find that guide to resolving the issue here.

I look forward to hearing whether that helps solve your problem and get your data all synced up. :)

malinso

Yes, that's correct :) And shouldn't a backup of the phone backup 1Password data? Or is it just iCloud backup that works?

I have gone through this troubleshooting guide several times, not making me much wiser.. I have only used 1Password (purchased from App Store) on my iOS phones. Mac only used for the backup. Both iPhones had IOS 8 and password 5. Can there be a issue with my mac not updated to Yosemite? When I have synced to iCloud and not between devices? Can't see that should be the reason I can't sync from iCloud. Or why my backup of the phone didn't set up my existing vault.

Sorry if I am a bit unclear, the more articles I read the less I understand I am afraid:)

Vee_AG

Hi @malinso,

I think you may have caught an earlier version of my last reply. It had too many nonspecific links (sorry if that was overwhelming!), and I edited it so that it only includes this link which is specific to the error message that you are seeing. Was that article helpful at all?

Essentially, you should be able to fix the problem by making sure both phones (starting with the older phone) are connected to internet (wi-fi, ideally), running 1Password 5, have iCloud Drive enabled, and are syncing 1Password with iCloud.

If you weren't using 1Password on your Mac at all, then you're right, it's not really relevant to this discussion. We'll try to focus on syncing your two phones together from now on.

Thanks for bearing with me through this troubleshooting process. We are committed to helping you find a solution to get your data synced! :)