Syncing to iCloud with primary device

Pooledog
Pooledog
Community Member
in iOS

Have a message when I try to sync, 'Failed to fetch some record zones'. This is when trying to sync to iCloud from primary device, my IPad. Think I may have lost some data on 1Password in iCloud as App symbol no longer appears but it is enabled on iDrive.

1Password Version: 5.43
Extension Version: Not Provided
OS Version: 8.4
Sync Type: iCloud
Referrer: kb:icloud-error-data-not-found, kb:icloud-troubleshooting, kb:icloud-troubleshooting-reset-cloud-data, kb:icloud-faq, kb:icloud-troubleshooting

Comments

  • AGAlumB
    AGAlumB
    1Password Alumni

    Think I may have lost some data on 1Password in iCloud as App symbol no longer appears but it is enabled on iDrive.

    @Pooledog: Did you delete 1Password's iCloud data from within the iOS Settings app? I've heard of others doing this at times, and it's caused similar headaches, as it pulls the rug right out from under 1Password, so to speak. Please let me know if that is the case.

    Otherwise there have been occasional issues with iCloud recently, but that usually resolves itself after a short while. Please try the steps in this guide to help narrow down (and hopefully fix) the issue you're having:

    Troubleshooting iCloud sync issues

    If you're still having trouble, be sure to let us know the exact steps you're taking, and what is (or is not) happening the way you expect. The more information you can give, the better! Ultimately you may need to contact Apple in regard to an iCloud issue, but we'll see what we can to do help. I look forward to hearing back from you! :)

  • Pooledog
    Pooledog
    Community Member

    Hi Brenty, there is a strong possibility that the 1Password app was inadvertently solely deleted directly in iCloud as I was having some problems with other items at the time. Does this make a difference in respect to actions to resolve?
    Regards
    Richard

  • AGAlumB
    AGAlumB
    1Password Alumni

    @Pooledog: Ah, that's what I suspected! Thanks for the confirmation. It definitely has an impact on how we proceed.

    There is a known issue that occurs when you remove the 1Password data from iCloud using System Preferences (on Mac) or Settings app (on iOS) rather than from within 1Password itself. The reason that becomes a problem is that we aren’t properly handling the error condition that occurs when the iCloud rug is pulled out from underneath us.

    It's a fairly complex issue to solve. Unfortunately it is not possible to use iCloud in a beta environment to test whether our fix works, and pushing untested code to users is a risky proposition so we're proceeding cautiously. For now, the best thing to do is to back up your data first.

    Try this on your iPhone:

    1. Make a backup of your 1Password data on iOS like this: https://support.1password.com/ios-itunes-backups/
    2. Remove 1Password from your iOS device.
    3. Reinstall 1Password on your iOS device.
    4. When you open it, please choose "Create New Vault".
    5. Enter the same Master Password as before.
    6. Sync this new vault to iCloud. You shouldn't get any errors.
    7. Restore the backup you created in step one.
    8. Re-sync and it'll ask to merge the data. That's fine.
    9. Let it finish then you can try re-syncing your Mac to iCloud.

    If you're still having trouble, a Diagnostics Report should allow us to see what's going wrong. You can create a Diagnostics Report and then attach the entire file to an email to send 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 to help you more quickly. Thanks in advance! :)

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