1Password not recognizing master key on Dropbox sync

patrickinglis
patrickinglis
Community Member
in iOS

I am having trouble syncing 1Password with Dropbox on my iPhone. Once I've signed into 1Password on my iPhone using my master key, I go to settings, click "Sync," and then de-select iCloud and replace with "Sync with Dropbox." The device then locates my keychain. When I click on the keychain a message comes up: "Vault Mismatch..." I click "More Info" and I'm taken to a screen that shows the vault on my phone vs. the vault in Dropbox--the former has 113 items and the latter 182 items. I click "Merge These Vaults Anyway" and then I'm taken to another screen that asks for my master key. When I input my master key, though, it says "Incorrect password," which doesn't make sense because I'm using the same master key to get into my vault in the first place. I don't know what I'm doing wrong, but this is frustrating. Any troubleshooting tips?

Thanks,

Patrick

1Password Version: 5.4.2
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Dropbox

Comments

  • RunInCircles
    RunInCircles
    Community Member
    edited June 2015

    Just the silliest question: are you positive that you are entering the password correctly?

  • AGAlumB
    AGAlumB
    1Password Alumni
    edited June 2015

    @patrickinglis: In some cases certain characters codes don't translate into the same characters on different platforms. Where did your 1Password vault originate? Also, you can try these tips to see if it helps you unlock 1Password on your iPhone.

    However, it sounds like there might just be some confusion with different Master Passwords involved. It sounds like you've already been using 1Password for iOS with an existing vault, but you're just now setting it up to sync with a different vault from another device. Is that correct? If so, follow the prompts carefully, as you may need to enter a few passwords to set up Dropbox Sync: Dropbox password, Master Password for iOS vault, Master Password for vault syncing from other device. Pay close attention to the one you're being asked for before you enter it, or it will fail.

    Please let me know what you find. I look forward to hearing back from you! :)

  • patrickinglis
    patrickinglis
    Community Member

    Thanks writing, brenty. I only have one master password, and it's the same master password that I use to unlock 1Password on my iPhone. It is the same master password that I use on my Macbook. I just checked it again, in fact. Rather than using Touch ID to unlock 1Password on my iPhone, I typed my master password and got in. But when I try to use my master password again to start syncing to Dropbox it is rejected. I don't know what is going wrong. I have done this multiple times now--checking again and again if I am typing in the correct key--to no avail. I have also tried my Dropbox password, just to check if this is the issue, and it isn't. It doesn't work, either. What else can I try?

    Thanks for your help.

    Patrick

  • AGAlumB
    AGAlumB
    1Password Alumni

    Rather than using Touch ID to unlock 1Password on my iPhone, I typed my master password and got in.

    @patrickinglis: This will be the Master Password you set up when you created the vault on your iPhone. When you set up Dropbox Sync, you will need to enter the Master Password for whichever vault you choose to sync with within Dropbox, and there can be more than one of these.

    When you're attempting to set up Dropbox Sync on your iPhone, what is the path of the vault you are choosing? Similarly, in 1Password for Mac, what is the path of the vault that is listed in 1Password Preferences > Sync? I think this might be the key.

  • patrickinglis
    patrickinglis
    Community Member

    In 1Password for Mac, the path is as follows: patrickinglis --> Dropbox --> 1Password.agilekeychain. When I'm asked in 1Password for iOS/iPhone the available vault is the same path, just with a forward slash in front: /1Password.agilekeychain. I tried deleting 1Password from my phone and reloading, but I'm stuck with the same problem.

    Also, so you know, when I'm asked to verify if I want to "Merge these vaults anyway," the vault on the left (iPhone), "Your Vault," lists 113 "items," which were last updated October 4, 2014. On the right side of the screen is my "Dropbox Vault" and it lists 116 "items," which were last updated June 14, 2015 (today). So, obviously, Dropbox is picking up changes that are being made on my Mac, but I can't get 1Password on my iPhone to recognize this Dropbox vault.

    Any other ideas? Thanks for your help!

    Patrick

  • AGAlumB
    AGAlumB
    1Password Alumni

    @patrickinglis: Ah, interesting. Thanks for following up!

    Also, so you know, when I'm asked to verify if I want to "Merge these vaults anyway," the vault on the left (iPhone), "Your Vault," lists 113 "items," which were last updated October 4, 2014.

    This indicates that the 1Password vault on your iPhone (not in Dropbox) has not been modified since last year (possibly the last time you sync'd the two?)

    On the right side of the screen is my "Dropbox Vault" and it lists 116 "items," which were last updated June 14, 2015 (today).

    Whereas this indicates that you've recently made changes in 1Password on your Mac, which then have sync'd to Dropbox. Because of this discrepancy, 1Password doesn't automatically merge the two; it wants you to confirm the action first.

    What I'd like you to do is create a fresh backup of the 1Password data on your iPhone (just as a precaution), and then set up Dropbox Sync and merge the two.

    That should be all it takes to get you back up-and-syncing. Please let me know how it turns out! :)

  • patrickinglis
    patrickinglis
    Community Member

    Hi there. Unfortunately, that didn't work. When I go to create a manual backup in iTunes there is no "Save as" option once I click on Backups (in step 5) from the page you sent me to. There's also no "Add" option. Perhaps if I was able to save this backup to my computer that'd make a difference? I have deleted the app from my iPhone and tried to reload but that doesn't work, either. Is there another way to erase the app and start again? I'm at a loss here. Thanks for your patience.

  • Megan
    Megan
    1Password Alumni

    Hi @patrickinglis ,

    I have deleted the app from my iPhone and tried to reload but that doesn't work, either.

    Could you provide a bit more detail on what you're seeing after reinstalling the app? If you delete the app, it will delete the local database of your 1Password data as well - when you open 1Password after reinstalling, you should have the option to either set up as a new user or sync to an existing vault. If you sync to an existing vault, you should have the opportunity to sync to the 1Password.agilekeychain in Dropbox that your Mac is currently using.

    How did you set things up when you reinstalled 1Password? The more detail you can provide, the better.

    Once we know where you're at, we'll be able to figure out how to get you where you need to be.

  • patrickinglis
    patrickinglis
    Community Member

    Okay, I'll narrate the steps I'm taking and what I'm seeing after I delete the app and reload:

    1. I delete app.
    2. I reload app.
    3. I click on "Open" in App Store.
    4. At 1Password screen that opens, I select "Sync with existing vault."
    5. Next screen, these options appear: "Sync with iCloud"; "Sync with Dropbox"; "Sync using Wi-Fi." I select "Sync with Dropbox."
    6. Next screen, the following appears: "1Password would like access to the files and folders in your Dropbox." I select "Allow."
    7. Next screen, the following appears: "CHOOSE A VAULT..." I click on "/1Password.agilekeychain."
    8. Next screen: "Please unlock your 1Password data in Dropbox to continue." I enter my Master Password and red script appears, "Incorrect password."

    Now, when I try to sync with iCloud, this is what happens:

    1. I click on "Sync with iCloud."
    2. Next screen: "Failed to fetch some record zones: 1Password encountered a problem." I select "Dismiss," and then there's a wheel spinning in the top right-hand corner. Near the top of the screen there's text that reads: "Looking up iCloud information..." But nothing happens.
    3. When I click cancel in the top left-hand corner, a page appears: "No 1Password data was found on iCloud. Ensure iCloud is enabled within 1Password on your other device." Underneath: "Please note that iCloud syncing requires 1Password 5 on iOS 8 and OS X 10.10."

    Here's what happens when I try to sync with wifi:

    1. Computer name appears and I select it.
    2. Next screen: "[computer name] 10.0.1.11:50810." Underneath: "Not yet synced." Underneath this: "Secret ... Not set." I click on the arrow on the right of "Not set."
    3. I set the secret as "puzzle," and then this appears: "Sync problem: Incorrect secret. Please sure it matches the secret shown on the computer." But there is no secret that appears on the computer, even though I have connected to wifi.

    Let me know if these details provide any insight. What am I missing?

    Thanks for your help.

    Patrick

  • JWeaver
    JWeaver
    Community Member

    Regarding Step 3 of your Wi-Fi attempt - On this page of the Wi-Fi guide, look at the image in Step 2, are you saying that the "When prompted enter the secret shown below" box is blank on your computer?

  • Megan
    Megan
    1Password Alumni
    edited June 2015

    Hi @patrickinglis ,

    Thanks so much for writing such a detailed report here! I know it might seem like we're going in circles here, but I think we're closing in on where things are getting tangled up. I really appreciate your patience as we work to get this sorted out.

    First of all, let's leave iCloud and Wi-Fi out of the equation, since your original post mentioned that you want to set up Dropbox sync.

    Next screen, the following appears: "CHOOSE A VAULT..." I click on "/1Password.agilekeychain."

    Is there only one keychain in Dropbox? If so, do you have access to more than one Dropbox account?

    The reason I ask is that it sounds very much like 1Password might be finding an old keychain file instead of the one that you are currently using to sync to your Mac. So, we need to double-check a few things:

    • Please ensure that Dropbox is installed and running on your computer
    • Check that you are logged in with the same Dropbox account on all computers and devices
    • Confirm that Dropbox sync is selected in 1Password > Preferences > Sync on your Mac
    • On your Mac, look in your Dropbox folder - how many .agilekeychain files do you see there?
  • patrickinglis
    patrickinglis
    Community Member

    Hi there. Sorry for the delay in responding. I only have one Dropbox account. I tried syncing again this morning. You'll remember that we deleted the app and reloaded it. I am now taken to a screen on my iPhone that asks me to pick between "Create new vault" and "Sync existing vault." After I select "Sync with existing vault," I'm taken to another screen and given three options: iCloud, Dropbox, and Wi-Fi. When I select "Sync with Dropbox," I'm asked to "Allow" 1Password to access my Dropbox account. The email for the Dropbox account listed has my regular email address. This is the same address that I use to sign into Dropbox online; and everything in this Dropbox account is synced to my laptop. This is the Dropbox account that 1Password is trying to sync with, but it's just not happening. After I click on the vault "/1Password.agilekeychain" I am asked to submit my 1Password--again, this is the same master password that I used just seconds before to get into 1Password. I have tried this dozens of times now, to no avail.

    I can't sync with Dropbox, no matter what I try, and the problem is not with Dropbox, as far as I can tell. This is really frustrating, to say the least, especially because I have paid for the app and upgrades, etc. Prior to fall 2014, I was able to sync with Dropbox; now I can't. I don't know why, and I'd really love a solution at this point.

    Any other ideas? Is it possible to get phone support with this? Please confirm.

    Thanks!

    Patrick

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @patrickinglis,

    There is something I would like you to check for me please and then I'll offer a couple of possible solutions

    What to check

    Can you log into your Dropbox account for me please via their webpage and navigate to 1Password.agilekeychain/data/default in your Files. In there you will see a lot of files but you're looking for a very specific one called 1Password.keys. Select it and right click to bring up the Dropbox context sensitive menu. The bottom option should be Previous versions. This represents a history of any changes to your Master Password so as you can imagine, if you have changed your Master Password then there should be any history beyond the initial creation. If there have been recorded changes it might help us understand the situation.

    Now one possibility is you see a clear change that to the best of your knowledge never took place. You could try reverting to the previous version of that file and this may allow you to continue setting up 1Password for iOS again.

    There is another route. You mention 1Password for Mac and if you're running 1Password 4 or 5 then the 1Password.agilekeychain is only your sync data. We could delete the entire .agilekeychain and have 1Password 4/5 create a new one. This new one will definitely use the same Master Password as is currently used on your Mac and that should resolve the issue.

    1. Launch 1Password 4/5 for Mac.
    2. Enter 1Password's preferences and switch to the Sync tab.
    3. Disable Sync. In 1Password 4 you click the Change Syncing... button, in 1Password 5 you change the menu option from Dropbox to None.
    4. In the confirmation window that pops up click the checkbox titled Delete data from Dropbox and click the Disable Sync button.
    5. Pause for a moment to let Dropbox sync this deletion.
    6. Once Dropbox has settled down re-enable Dropbox sync. This will create a new .agilekeychain.

    That should sort out the issues you're having in unlocking your .agilekeychain from your iOS device as it's an entirely new .agilekeychain you're now interacting with. Now if you're running 1Password 3 that's a very different kettle of fish and we can address that if needed.

    Hopefully this will get everything working again but either way please do let us know.

  • patrickinglis
    patrickinglis
    Community Member

    Hi @Iittlebobbytable:

    Thanks for writing. I've now tested out the first option. When I right click on 1password.keys in Dropbox and select previous version, four versions are listed, plus a "zero version."

    • The date/time on version 4 (current) is 8/13/13 at 11:24 a.m.
    • The date/time on version 3 is 8/13/13 at 11:23 a.m.
    • The date/time on version 2 is 8/14/13 at 12:21 p.m.
    • The date/time on version 1 is 8/14/13 at 12:20 p.m.
    • The date/time on version 0 is 6/25/11 at 2:41 p.m.

    Because these dates/times are long back, I decided not to restore these versions. Let me know if that's correct.

    I also tried out the second route option you provided. Unfortunately, I'm left with the same result. I get to a screen on my iPhone where I'm asked to input my Master Password, and when I do, I'm told that it's incorrect. There's a password hint underneath the sign in tab, but I have no idea what this is referring to. I must have created this a while back and just forgot it.

    This is all the more confusing because I was under the impression that there is only ONE master password. It seems to me that I have two passwords to unlock 1Password. My Master Password is what I use on my Mac; this is the same Master Password I use to get me into the iOS app on my iPhone. But when I use that Master Password to sync to Dropbox in iOS I get an "incorrect password" message. I have no idea how this is possible, but this is the only explanation.

    Really, really confused by this. Other solutions?

    Patrick

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @patrickinglis,

    You're not the only one confused. If you only had one agilekeychain then deleting it and creating a new one can only have used the Master Password in effect on that Mac.

    Maybe it's worthwhile checking out a couple of diagnostic reports - see if they highlight anything obvious.

    I would like you to create the following Diagnostic Reports please, one for each device. These guides will assist.

    Please do not post your Diagnostics Report in the forums

    The email address you will want to use is support+forum@agilebits.com

    When sending the first diagnostic report to the address above it would help immensely if you could include a link to this thread and your forum handle so we can connect the two. For additional diagnostic reports please wait for the automated reply that will be forthcoming. If you either reply to that email or use the email subject as is it will allow our system to link the emails together as belonging to a single issue.

    Once you've sent the reports a post here with the ticket ID will help us to keep an eye out for it. With access to the report we should be able to better assist you :smile:

  • patrickinglis
    patrickinglis
    Community Member

    Okay, I just emailed you. Thanks!

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @patrickinglis,

    I've just replied and I suspect the diagnostic report may have found the cause of all the confusion. Fingers crossed!

    ref: ENU-81254-586

This discussion has been closed.