Why can I no longer see any items in my Primary vault?

Options
brentbaxter
brentbaxter
Community Member

I have a strange problem with which I need some help. I am using 1PW 5 on my Mac which syncs with my iPhone. For some reason when I open 1PW on my Mac no items at all appear in my Primary vault. However, if I use the 1PW Helper browser plugin I can see the login item for the page that I am on, but nothing else. I sync via Dropbox and on my iPhone all items appear just fine. So it seems that 1PW on my Mac has some knowledge of the items in my vault, but it just will not display them in the 1PW app on my Mac.

I've tried the following:

  • Disabled Dropbox sync on my Mac, closed 1PW, restarted 1PW and reenabled sync. Nothing appears even while it it reported as sync complete.
  • Disabled sync on my Primary vault, created a secondary vault, enabled sync with Dropbox. In this case I do see all of the items in the Secondary vault, however when I disable that vault, remove it, and re-enable sync on Primary I still see nothing.

Any ideas?


1Password Version: 5.3.2
Extension Version: 4.3.1.90
OS Version: 10.10.3
Sync Type: Dropbox

Comments

  • Drew_AG
    Drew_AG
    1Password Alumni
    Options

    Hi @brentbaxter,

    That's definitely a strange problem! It sounds like you've already done some great troubleshooting - thanks for letting us know what you tried, it's really helpful for us. So, apparently your data is fine in Dropbox and on your iPhone, and shows up if you sync it to a new secondary vault, but just isn't showing up correctly in the Primary vault on your Mac.

    There are a few things you can try that might help, or will at least give us some more information:

    • From the main 1Password app on your Mac, go to Help > Troubleshooting > Restart 1Password mini. You'll need to unlock it again with your master password. Does that make any difference?
    • In the left sidebar of the main app, click on All Items. What exactly do you see in the rest of the window? For example, if the vault was truly empty, you would see a message saying "All Items / Welcome to 1Password! / Click the + button to add your first item." Do you see anything like that? If not, what do you see instead?
    • Go to the View menu in the main app, and make sure the Show Item Counts option is enabled. Do any of the categories in the sidebar have a number next to them?
    • Do any items appear when you select any of the item categories in the sidebar?
    • Do you use Folders or Tags? If so, are those folders/tags shown in the sidebar, and do they show any items when you select them?
    • Click on the 1Password mini icon in your Mac's menu bar. Normally, it should show a Search field, the Password Generator, item categories (Logins, Secure Notes, Credit Cards, etc) and Folders and Tags (if you have any). Do you see any of those? If not, what do you see?

    I'm hoping your answers will provide some clues for what's happening. Thanks in advance!

  • brentbaxter
    brentbaxter
    Community Member
    edited June 2015
    Options

    Hello @Drew_AG,

    Thanks for the reply. Unfortunately none of these suggestions worked. Here are my specific replies:

    • No, restarting the 1PW Mini didn't help.
    • When I select All Items I see the message "Welcome to 1Password! ...".
    • I have enabled the item counts, and no counts are shown in the sidebar.
    • In the sidebar I see: All Items, Favorites, Logins, Secure Notes, Credit Cards, and Identities
    • I have Smart Folder, which shows nothing. I have a Folder that has an item count, but shows nothing when I select it. And I have a couple tags which again show item counts but nothing in the main window when I select them.
    • I can search in the 1PW Mini, but nothing is shown. However if I am on a website for which I have a stored password then the Mini browser plugin will show the login for that website, but nothing else.

    Thanks.
    Brent

  • Marhel
    Marhel
    Community Member
    Options

    I originally used Ipassword on my IPhone 6 and later bought Ipassword 5 for my MacBook Air running Yosemite. I'm unable to synch and get the following: unable to synch because different primary vault. I can't select my primary vault on my Mac because it's whited out

  • brentbaxter
    brentbaxter
    Community Member
    Options

    Hello @Marhel, This sounds similar but what is strange is that this was working just fine but now when I open 1PW the Primary appears as if it has no items in it however the 1PW Mini / browser plugin will show login items for a website. It is almost as if the index for the Primary corrupt. As I said above, if I sync to a new vault that is not my Primary then all items appear as expected.

  • Drew_AG
    Drew_AG
    1Password Alumni
    Options

    Hi @brentbaxter,

    Thanks for checking those things. It sounds like something is wrong with the Primary vault on your Mac (although the data itself seems to be fine). Since you have all your data in 1Password on your iPhone and in Dropbox, I think the best way to solve this will be to follow our starting over steps on your Mac. Then, when you open 1Password again, you can choose to sync your vault from Dropbox.

    Please let us know how it all goes, and if you have any questions about that. Thanks!

  • Drew_AG
    Drew_AG
    1Password Alumni
    Options

    @Marhel, I moved your message to a separate discussion since it sounds like you need help with a different problem. Sorry for any confusion!

  • brentbaxter
    brentbaxter
    Community Member
    Options

    @Drew_AG, the "starting over" approach worked! Thanks for the help.

  • Vee_AG
    Vee_AG
    1Password Alumni
    edited June 2015
    Options

    Hi @brentbaxter,

    On behalf of Drew, you're very welcome! I'm sure he'll be glad you were able to start over successfully and get 1Password working properly again. :) Cheers!

This discussion has been closed.