iPad and iPhone will not synch using iCloud

lfirth

I have just updated to IOS9 and then installed the app and it won't synch to iCloud. My Mac is running OS X Yosemite 10.10.5

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

Ben

Hi @lfirth,

Sorry to hear about the trouble. I'd be happy to help you with that. Could you please tell me what symptoms you're experiencing? When you say it "won't sync" -- are you getting an error message?

Also: if you are trying to sync with your Mac, which version of 1Password for Mac do you have installed, and was it purchased from the Mac App Store?

Please let us know.

Ben

lfirth

I purchased it just today so I guess that means it's the latest version. On the iPad app all it says is looking up iCloud information and this message doesn't change

lfirth

Also I purchased using the Mac app store

Ben

Thanks for the information. I'd like to see a diagnostic report from your iPad. Instructions for creating one can be found here:

https://support.1password.com/diagnostics/ios.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 handle 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!

Ben

BD1

I am having the same problem with latest 1P update on iOS9.

Ben

Hi @BD1,

I suspect part of the problem folks may be having is Apple's servers being very stressed due to the recent release of iOS 9, however, if you could please follow the instructions I gave above for sending a diagnostic report we can dig deeper.

Thanks!

Ben

lfirth

You might be right about the apple servers under a much greater workload because of the pushing of ios9. All is working fine now on both my iPad and iPhone.

AGMarshall

@lfirth: Actually we have isolated an issue dealing with Low Power state in iOS 9. We are working on a fix for that. In the meantime, if you run into this issue again, this is what we suggest doing:

1. Cancel out of the Sync screen where it is stuck on ‘Looking up iCloud information’
2. Make sure Low Power mode is off. (Go to the phone’s general Settings -> Battery) You might also need to connect to power if battery is low.
3. If needed, switch to Wi-Fi (get off cellular data) and wait for 1Password to attempt an iCloud sync.

In most cases, this fixes the issue.

lfirth

I have discovered that me iPhone/iPad needs to plugged into a power source to synch.

MikeT

Hi @lfirth,

That's due to a possible bug in iOS 9 with Low Power Mode. Can you disconnect the power and confirm it is now working as expected? The power source is only needed for the initial sync.

Please let me know.

lfirth

I don't think so. As soon as I disconnect from a power source it no longer will synch.

AGAlumB

Thanks for that additional information! We're looking into the problem, but it appears that ultimately the fix may need to come from apple. I'm sorry for the inconvenience.

SergeyM

The problem still exists. Are there any updates you could publish?

AGAlumB

@SergeyM: Did you try syncing with your iOS device connected to power as MikeT suggested above? This has helped others so far. And to be clear, AgileBits cannot publish an update to address iCloud issues since it is owned and operated by Apple. And so far this appears to be a bug in iOS anyway. Please let me know how it turns out!

SergeyM

Yes I did. I switched to Dropbox sync.

AGMarshall

@SergeyM Just to let you know, 1Password 6.0.1 for iOS is now available as an app update in the iTunes App Store and fixes the iCloud sync issue.

SergeyM

Thanks mate. I'll try it.

AGAlumB

Please let us know if that helps! :)

mike_jensen

I use os9 and have Mac, iPhone and iPad. The iPhone syncs but not the iPad. I have updated 1password one all machines. Help

Ben

Hi @mike_jensen

What happens on the iPad?

Ben

mike_jensen

The iPad is as if it is stand alone. It has many fewer entries and a number of the passwords are out of date

AGAlumB

@mike_jensen: It sounds like your iPhone and Mac are syncing and have all your data, is that correct?

If that's the case, open 1Password on your iPad, and go to Settings > Sync > Sync Service and Disable Sync. Then follow his guide to set up iCloud sync on your iPad:

iCloud sync (iOS)

If you're still having trouble, please tell me the exact OS, 1Password, and device versions you're using, the exact steps you're taking, and what is (or is not) happening the way you expect so we can figure out the best plan of action.

The more information you can give, the better. For instance, are you receiving some sort of error message? Can you include a screenshot of where you're running into trouble? Thanks in advance! :)

mike_jensen

Problem solved by following your directions. Thank you

AGAlumB

Awesome! Thanks for the update. You're most welcome! You should be all set, but be sure to reach out if we can be of further assistance. We're always here to help! :)