Apple Store version - no iCloud Option (disappears)

MichaelA

Hi. Been a long time user. My iPhone is syncing to iCloud - and my iMac was syncing until I needed to swap my hard drive. After the swap (and a fresh install of the OS) I re-downloded 1Pwd from the app store. There is no iCloud Option. Attached are screen shots. My iPhone is still syncing to iCloud. Really hoping for some help! Thanks! M

---

1Password Version: 5.3
Extension Version: (530029)
OS Version: 10.10.4
Sync Type: iCloud

Stephen_C

Does anything in this knowledge base article help?

Troubleshooting iCloud sync issues

Stephen

littlebobbytables

Hi @MichaelA,

Now when you say "no iCloud Option (disappears)" as part of the titled are you saying it briefly showed and then disappeared or was the option simply missing as soon as you clicked on the I've used 1Password before button?

If you could let us know the answer to that along with any changes (if any) that occur when trying out the standard iCloud troubleshooting suggestions and we can take it from there.

MichaelA

Hello @littlebobbytables ! Thank you for the response. When I click "I've used 1Password before" - a list of locations comes up and I can BRIEFLY see iCloud at the top - for a split second - then it quickly disappears. I was able to capture this behavior with a (very quick) screen shot. See attached. And you can see from the screenshot in the OP, that it is gone.

There is some more info I should give. I have been successfully syncing with iCloud for over a year. When I configure my fresh OS install to use my iCloud account, I thought it would be a good idea to go in and see what data was in iCloud. When I went into the iCloud Drive Options (where the apps using iCloud Drive are listed). There were TWO 1Password entries. One was a tiny 1M file, the other was obviously my current vault because it was much larger in size. Thinking that the small file was leftover from a previous attempt to sync with iCloud from a year or so ago, I deleted it. My iPhone continued to work fine. So I thought nothing of it. But now I'm in this condition on my iMac.

Might not be related to my current issue, but I thought I would pass on the info. Again, iCloud sync is working fine on my iPhone. But the option quickly disappears on my iMac when setting up a new vault.

Thanks for the help!

littlebobbytables

Hi @MichaelA,

The following might be worth trying.

1. On your iOS device launch 1Password and enter 1Password's Settings (it's the cog icon which is bottom right for the iPhone and bottom left for the iPad).
2. Select Sync and then tap the top line which should read Sync Service iCloud >.
3. On that screen tap the Disable Sync button and confirm by tapping the Disable Sync button.
4. Return to the main Settings screen and this time select the Advanced option.
5. Scroll to the bottom and tap the Erase iCloud Data button. Confirm by tapping the Reset iCloud Data button.
6. Having wiped away all of the iCloud data, it's time to create fresh sync data. Set up iCloud Sync once again, this page on Sync with iCloud.

Does 1Password for Mac work any better if you do this?

I believe what you've told us may be important and it's why I'm suggesting the above. It will hopefully reset the iCloud data and resolve this (fingers crossed). Keep us informed!

MichaelA

@littlebobbytables - thanks for the suggestion. Unfortunately when I try to re-sync with iCloud after removing all the data, I get a pop-up message saying: "Failed to fetch some record zones. 1Password encountered a problem", and the only button is "Dismiss". When I tap "Dismiss" nothing new happens - there is still a spinning gear in the top right - and it just sits on that screen.

Also, sorry for the typos in the last post. They were a result of lots of editing. I fixed them. :)

Any other suggestions? :(

littlebobbytables

Hi @MichaelA,

I've moved this to email given some of the instructions are quite specific. We'll continue the conversation there for the moment but I have hopes that we have a solution.

ref: HKU-53746-237

MichaelA

@littlebobbytables - Fantastic! You guys are amazing. Thank you. I am up and running again in both iOS and Mac. :) Things are looking great. Can’t tell you enough how happy I am with your product and the support I just received. You immediately responded. Even on a Saturday! And you kept with me until my issue was resolved. Thank you thank you thank you. :) You rock.

littlebobbytables

and you've just made my Saturday knowing we've managed to get everything sorted again @MichaelA :chuffed: thank you for reporting back and enjoy the rest of your weekend knowing you don't have to worry about 1Password :smile:

• unless of course you still have a lot of rebuilding to do on the Mac with the fresh copy of OS X - getting everything just the way it was really does take a lot of time no matter what the operating system.