Unable to sync on iCloud

jkav

Getting a weird error message. I'm running the latest iOS and version of 1Password.

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

littlebobbytables

Greetings @jkav,

I have a couple of questions just before we continue.

1. Do you also run 1Password for Mac?
2. Is it possible you deleted the 1Password iCloud Sync data at one point via one of Apple's interfaces? that would be System Preferences > iCloud on a Mac and in Settings > iCloud on an iOS device.

That will help us identify a possible cause for this and if so we can send you the steps to correct this.

jkav

Yes I run it on Mac. I did exactly what you did in step 2 on accident. I signed out of iCloud and signed back in and are still getting that error.

Drew_AG

Hi @jkav,

Thanks! I apologize for the trouble here - manually deleting 1Password data from your iCloud settings can cause this problem, but our developers will make sure 1Password handles that better in the future.

For now, you can solve the problem by following these steps:

1. Make a backup of your 1Password data on iOS like this: https://support.1password.com/ios-itunes-backups/ (You still want to do this if you can.)
2. Make a backup of your 1Password data on your Mac: File > Backup
3. Remove 1Password from your iOS device.
4. Reinstall 1Password on your iOS device.
5. When you open it, please choose "Create New Vault".
6. Enter the same Master Password as before.
7. Sync this new vault to iCloud. You shouldn't get any errors.

8. Restore the backup from your Mac (the backup from step two) to your iOS device.

   • You can find the backup on your Mac by choosing File > Restore from the menu bar in 1Password and then clicking the "Show Files" button. You want the most recently created backup. The one from step two above.
   • Then restore that backup of your 1Password for Mac data as described in: https://support.1password.com/ios-itunes-backups/#restoring-manual-backups

9. Re-sync and it'll ask to merge the data. That's fine.

10. Let it finish then you can try re-syncing your Mac to iCloud.

Please let us know how it goes. If you have any questions about that, we're here for you! :)

jkav

I lost all of my data on the iOS app which is fine because it's all synced to my local Mac.

With that being said, can I just re-sync via Wi-Fi and then turn on iCloud syncing? Also, is there a way to sync via Dropbox and iCloud at the same time?

littlebobbytables

Greetings @jkav,

There isn't a way to sync to multiple sources I'm afraid, the one exception being Folder and Wi-Fi Sync but that's because they're meant to compliment each other.

Now you probably could use Wi-Fi Sync to get the data back onto your iOS device but you can also use a backup from your Mac if you want as the backup files are identical between OS X and iOS. Here is what you will want to do to adapt the steps above.

After step 7. do the following:

1. Create a folder titled Backups on your Desktop.
2. Open 1Password for Mac and enter 1Password's preferences.
3. Switch to the Sync tab and click on the Show Files button.
4. Copy the newest backup, the one you made in step 2. of Drew's post into the Backups folder you made in step 1. in my post.
5. Use that Backups folder with the guide in Restoring manual backups of Creating and restoring 1Password backups in iTunes (iOS). That's the same page Drew linked you.

Then you can return to step 9. of Drew's post where you're re-enabling iCloud Sync in 1Password for iOS because the restore process disabled it. As Drew mentioned, 1Password for iOS will ask about merging which is perfectly fine, you'll be merging your vault with an empty vault in iCloud - the result being your vault in iCloud.

Hopefully that helps :smile:

jkav

Still not able to backup via iCloud. I'm getting the same error message.

Drew_AG

Hi @jkav,

I'm sorry to hear this is still a problem!

I'm getting the same error message.

Are you referring to the error message on your iOS device when trying to enable iCloud sync? The reason I ask is because, with this problem, the Mac version of 1Password normally also gives an error message that says "iCloud is not available. Please enable iCloud to continue." Are you seeing that error in 1Password for Mac as well as the "Failed to fetch some record zones." error in 1Password for iOS?

Also, can you confirm if you did the following, in this order:

• Delete the 1Password app from your iOS device and reinstall it from the App Store
• Set it up as a new user by selecting "Create New Vault"
• Choose the same master password as before
• Go to Settings > Sync > Start Syncing > Sync with iCloud

Thanks!

jkav

Hi Drew,

I deleted the app from my phone and then reinstalled it. I then told it to sync via Wi-Fi with my existing vault on my MacBook Air. I then went into iCloud and attempted to re-sync and still got that error message.

Joe

Drew_AG

Thanks @jkav,

I'm not exactly sure why the addition of Wi-Fi sync with the other steps would cause a problem, but since you're trying to get iCloud sync working again, is there a reason you need to set up Wi-Fi sync first? If you would prefer to use Wi-Fi sync instead of iCloud sync, you can certainly do that. But if you'd like to get iCloud sync working again, the steps I sent you a few days ago should solve the problem (and indeed, those steps have worked well for everyone who has found themselves in this same situation).

When following those steps, you can of course skip step 1, because you don't have any 1Password data on iOS that you need to backup. Just make sure you follow the rest of the steps starting with step 2 (and don't try to set up Wi-Fi sync - just stick to the steps to fix the iCloud sync issue). Let us know how it all goes, thanks!

jkav

I've tried what you said and it still won't work. I synced my library up this morning via Wifi and all of my data is on the phone. When I hit disable sync over wifi and then turn iCloud on it still fails. I even erased my device this morning thinking it could be an iOS issue

Drew_AG

Hi @jkav,

I've tried what you said and it still won't work. I synced my library up this morning via Wifi and all of my data is on the phone. When I hit disable sync over wifi and then turn iCloud on it still fails.

I'm a little confused, because I had asked you not to use Wi-Fi sync at all when following my original steps again. But it sounds like you used Wi-Fi sync again before trying iCloud sync. I'd like to eliminate Wi-Fi sync as a possible reason why the steps to solve this problem aren't working for you. So, just to make sure we're on the same page here, can you please try the following steps, without using Wi-Fi sync:

1. On your Mac, make a backup of your 1Password data by going to File > Backup.
2. On your iPhone, delete the 1Password app.
3. Open the App Store on your iPhone and reinstall 1Password.
4. Open the 1Password app and choose "Create New Vault".
5. Choose the same Master Password as before.
6. Once you've created a new, empty vault, go to Settings > Sync > Start Syncing > Sync with iCloud.

What happens at that point? I do apologize if it sounds like I'm having you repeat some steps you've already tried. Please let us know how it goes, and thanks for your patience while we try to help get this working again for you! :)