1PW Crashing After Setting up iCloud Sync

brettsharenow

I have 1PW installed on iOS and Mac. Realized last night that my Mac app wasn't set to sync with iCloud as my iOS devices were set up. When I set up Mac to sync with iCloud, I was told that an existing data base existed on iCloud from 1/2015 and was I sure that I wanted to merge. I hit merge and sync and after 2 seconds, 1PW crashed. Now every time I try to open 1PW on my Mac it crashes. I tried disconnecting from the Internet and opening 1PW in case there was a sync issue with the iCloud data base: No Joy.

I'm running Mac OS 10.9.5. I'm now wondering if because I'm running Mavericks and don't have iCloud drive access w/o Yosemite, if that's causing the problem. Please help! I don't have access to my most recent 1PW data base now. Thanks.

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1Password Version: 4.4.3
Extension Version: Not Provided
OS Version: OS 10.9.5
Sync Type: iCloud just re-set up

khad

Hi @brettsharenow,

Thanks for taking the time to contact us. I'm sorry that you are having some trouble.

I think the issue may indeed be related to iCloud sync with 1Password 5 (presumably the version you are using on iOS) requires 1Password 5 (on your Mac, which requires Yosemite).

Before we go too far, can you confirm that all of your 1Password data is present and accounted for in 1Password on your iSO device(s)? Also, just to confirm: what version of 1Password are you running on iOS?

We'll get it sorted out ASAP.

brettsharenow

Hi Khad--thanks. I'm running v 5.4.2 on my iPhone. The copy of 1PW data that's on both my iPhone and iPad is not current--it appears to be derived from the copy that's on iCloud, dated 1/2015. The copy on my Mac is the most current, but of course I can't get into that one.

khad

Thanks for letting me know, @brettsharenow.

It may be best to get a Diagnostics Report from you before we go any further. That will give us the lay of the land and forego a lot of back and forth which means you can be up and running sooner. You can create a Diagnostics Report by following the steps here:

https://support.1password.com/diagnostics/mac.html

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 username so that we can "connect the dots" when we see your Diagnostics Report in our inbox.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here so we can quickly track down the report and ensure that it is dealt with quickly. :)

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

AGMarshall

Hi @brettsharenow. Sorry to hear about the issue you are experiencing with iCloud syncing. Let's take a look at all your 1Password installations and see what is going one. I'd like to ask you to create some Diagnostics Reports, one from each of your devices.

—Mac—
https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report#mac4

—iOS—
https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report#ios4

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!

brettsharenow

Just sent you diagnostic reports from both my Mac and my iOS.

I'm sorry--I realized that I posted my original knowledge request in the wrong forum, then reposted to the Mac forum about an hour later. So, both of you are working on this. Links to both threads are below. Please combine as you see fit so we're not duplicating efforts. Thanks for your help.

https://discussions.agilebits.com/discussion/comment/214744#Comment_214744

https://discussions.agilebits.com/discussion/comment/214746#Comment_214746

brettsharenow

Here's the bot support number: [#UXZ-85242-213]

brettsharenow

And the second bot support number for the other diagnostic report: [#RMS-59898-616].

AGMarshall

@brettsharenow Thanks! We will handle this in email moving forward. ref: UXZ-85242-213

brettsharenow

Thanks! Awaiting your reply.

AGMarshall

You are welcome @brettsharenow! You should hear from us shortly. Thanks for your patience.