1Password 6 on ios9 is stuck at "Looking up iCloud information" [Plug device in to power]

securityfreak

Same exact problem. Just got the iPad Mini, fired it up, and downloaded 1Password. Now, it's just hovering there saying "Looking up iCloud information." Left it there for 15 minutes with no change.

Strangely, i'm also trying to download the Apple Store app on the same iPad, which has taken over 20 minutes even though my Internet connection is very fast. (My other devices, including a computer and iPhone, have a super fast connection.) Perhaps this is some issue with iCloud? That's the only link I can see between the iCloud database and the Apple Store app (which I already owned, and is therefore stored in Cloud).

Edit: Sure enough, once the Apple Store app finished downloading, 1Password was able to find sync data. This is very strange--it isn't an Internet issue, because I have more than enough speed and bandwidth to run those two processes at the same time. In fact, nothing else in my house was even downloading anything. And it's very peculiar that the Apple Store app took half an hour to download.

AGKyle

Hi all!

Sorry about the trouble you're having. We've managed to recreate a few things internally. I can recreate what you're all seeing by using Cellular only (no wifi). So, first things first, if you are using cellular, try moving to wifi and that might kickstart things.

Anyone who is willing to try it, I'd love to hear if resetting your network settings, like @fischmanr had done.

You can do this in the main Settings application, under General->Reset and choosing Reset Network Settings

Before doing this, please note that it will:

• Remove your known wifi networks and their passwords. You'll have to re-add all of this data
• Potentially resetting VPN settings
• Any number of other network related settings might be reset.

If you only have to add your home network, it's probably no big deal so long as you have your Wifi password available to you.

dougkillmer

Resetting my network settings fixed the problem on my iPhone and iPad.

AgileBitsFan

Just as we speak the problem fixed itself and i was able to sync.

So my problem first was that the App kept "Syncing" all day, so I thought removing the data from iCloud and syncing again would solve the problem, but it got stuck at "Looking for iCloud Information".

Again the problem fixed itself right now after reading AGKyle latest post. I did NOT reset my network settings.

AGKyle

@AgileBitsFan We've heard of that happening as well :) Thanks for clarifying though as that does help a lot.

@dougkillmer Fantastic, that helps me prep this bug report a lot.

If I can get a few more confirmations I'll file this bug report and hopefully we can prevent it from happening in the future... but, everyone might have to do the network reset to get things fixed in a timely manner. It sounds very much like the upgrade had issues.

Curious if everyone having this issue upgraded, or if any of you did a fresh install (no restore from backup) and are having the problem.

AgileBitsFan

So now i've removed the data again and restarted my iphone, oh guess what, the problem is back :'), lol
I just keep trying and it works

P.S: I really don't know if this is a coincidence or not but after many tries i managed to solve the problem by connecting my iphone to the charger. yep. believe it or not, just consider it please.

This is a serious issue, if my data is not syncing correctly to icloud and somehow its lost im killin' you all >_<

AGKyle

@AgileBitsFan Bah, sorry to hear that you're still having trouble.

You might want to try the reset network settings option. Or have you?

Your best bet is to make a backup of your data just so you feel more assured you have a copy of your data. I have no reason to believe your data is at risk in iCloud, it's simply a matter of your data not syncing. You did say you removed the data again in your previous response, not sure if that was from the device or in iCloud, but definitely don't remove it from iCloud, it won't help in this case.

BlueLux

Been having this problem since Wednesday, and I might as well share my effort (and failings).

Yesterday, I uninstalled 1P on my iPhone 6, iPad Air 2 and Mac. Then I went to iCloud -> Manage storage, and deleted the 1P file.

Tried reinstalling on Mac first, but that didnt work at all. Neither creating a new library or restoring from backup would make it sync to iCloud. It kept telling me to Enable iCloud, etc..

Uninstalled OSX version again. Then I tried to reinstall on my iPhone and restore from backup through iTunes. Sync didn't work then either. Uninstalled, rebooted and installed again. This time, new library and to my surprise, it synced with iCloud. Then I restored from backup, it still synced and merged the libraries. Afterwards, I reinstalled on iPad and Mac, and all was good. Even tried to make new logins from all 3 devices, editing them, etc, everything synced beautifully immediately.

1 hour later, my iPhone wouldn't sync AGAIN. I gave up and went to bed. This morning, it worked, without me doing anything! Only to find that it stopped syncing again another hour later.

This afternoon, I read here that some of you have reset the network settings and got things working. Tried that, no luck. Even uninstalled and did all the abovementioned stuff again. Sometimes it syncs, sometimes it won't.

To sum it all up, it seems to me that the iCloud sync would work when it feels like it. I hope you guys at Agilebits can find the problem, and fix it ASAP. This has wasted way too much of our time already.

And I am not convinced that the problem lies with Apple. Before I updated to 6.0, 1P worked flawlessly, even after upgrading to iOS 9. And other apps I have which uses iCloud works perfectly (tried syncing other apps when 1P was hanging, no problem at all).

AgileBitsFan

I'm serious on this, connecting my iPhone to power did solve the problem "Magically" many times.
I've ran about 10 tests so far (Probably F***** up my iPhone) and each time i connect my iPhone to power it magically starts syncing.
My Phone has about 10% now, I'm not an expert, but i'd assume its this new low power mode bugging this. (Low Power Mode is not ON btw)
I haven't tried resetting network settings yet though.

AgileBitsFan

I'm absolutely certain that connecting the iPhone to a power source solves the problem, at least for me.
I have tried this over 10 times.
iPhone 6, iOS 9, 1Password 6.
Current battery life: 10-20%

I don't know if this will remain after 20% charge.

fischmanr

I had a very interesting conversation with apple support when I was having issues with backups. The supervisor I was working with came across a number of little oddities in how upgraded devices are interacting with iCloud. Some services work fine others had issues and this was Apple services not even third party. It's entirely possible there's something odd in the upgrade process. One thing I was asked that seemed to be a common denominator was how I did the upgrade. They seemed to indicate a higher percentage of issues with over the air upgrades versus iTunes based upgrades. Yet another data point to consider.

But as I posted earlier the reset network settings cleared up several issues I was having including the 1Password sync issues

coping

I tried @AgileBitsFan's approach. I plugged in my iPhone and it worked!

I've done everything I could think of, even resetting iCloud data on my Mac after uninstalling on iPhone and iPad. I created a new vault on the Mac from a backup and synced again. That still didn't fix it.

But, plugging in the phone made it start again. I'm still seems to still be intermittent, but applying power seems to start it up again.

Btw, my phone was at 85% when I did this, so was not near low power mode.

tdbrown75

Confirming the "plugging the phone in fix". I have been troubleshooting for an hour, had reset EVERYTHING. Had totally given up and found this thread. Way to go @AgileBitsFan!

ftlum

No, way!

This makes no sense whatsoever, but plugging the iPhone in actually worked!

clcarter

Absolutely bizarre, but plugging in worked for me too. I bought a new iPad Mini 4 with iOS 9 and downloaded 1P. It just sat there and when I finally cancelled it said it could not find the vault. I plugged in (according to this thread) and everything worked!

LauraR

Yes, we have been able to reproduce this consistently when we switch on Low Power Mode. We are still trying to pinpoint the exact problem but plugging into power certainly seems to fix it. Toggling off Low Power Mode should also fix it.

AgileBitsFan

Might be something to do with Low Power Mode, but my phone was not even on Low Power Mode :D
And connecting it to a power source solved it. 8-)

Will you report this bug to apple? might also be messing other apps updates too >_<

djio101

Hi guys. Have the same problem. Powering the iPhone 6 was a good idea since the sync occurred. But I hope AgileBits will fix the trouble because the solution is not to plug the phone...!

Sorry for my poor english...I'm french !

Ben

Hi folks,

Will you report this bug to apple? might also be messing other apps updates too

Yes, I imagine once we've gathered some additional information we will be doing just that.

But I hope AgileBits will fix the trouble because the solution is not to plug the phone...!

It remains to be seen if this is an issue with the way we access iCloud, or with the way Low Power Mode handles the CloudKit APIs. Either way, we will of course push for a fix. But it may be something Apple will need to do on their end.

Thanks!

Ben

zacbdct

Confirming that plugging in and then re-configuring iCloud sync on iPhone 6+ iOS9 fixed the problem for me too. Previously I was only able to sync through wifi, and iCloud sync would hang at "Looking up iCloud information" dialog.

Also - after configuring iCloud while plugged in, I was able to successfully sync while unplugged from iCloud via wifi. Sync via LTE seems to not work though.

Thanks

aront54

One more data point: the plug into power solved the problem to me! Crazy eh? Confirming once again how complex troubleshooting software problems can be....

MikeT

Thanks for the confirmations, guys, we really appreciate it and I'm sure Apple will as well.

aront54

Actually it wasn't that simple because plugging in my iPad wasn't enough. I had to do what I had done first on the iPhone - delete the app and reinstall. I suspect clearing the data first and plugging in is the required solution - clearing the data alone on my iPhone was;t enough and plugging in alone wasn't enough on my iPad.

Also, now that you guys have the message center why don't you send a message about this - it will save a LOT of wasted time and frustration for many users.

MikeT

Hi @aront54,

Because of a single suggestion to delete data, that can go wrong in many different ways and there is no promise that it will fix everyone's issue, so we cannot release any support articles that suggest deleting anything.

At the moment, we're getting a lot of different and conflicting data, so we can't release a general article right now until we can figure out a proper solution.

hsalazar

I did get the same issue.

iCloud sync on IOS just dint work anymore so i disabled it and then enabled it again.

At that point it just stucks on "searching icloud info.." or something. Then i did plugged the iphone to power source and it found the iCloud data again. It says that will be merge but still sync... so far no luck

MikeT

Hi @hsalazar,

Keep the power plugged in, wait a few minutes, open the app switcher, swipe 1Password up to terminate it, and try again, does it work?

hsalazar

Hi @MikeT,

Yes... it worked that way. Thank you.

Is there any plans for an update or something to fix this issue?

If it helps... I'm running it on an iPhone 6 with iOS 9.1 public beta

sk3ptic

Same sync issue on iPhone 5. Tried reinstalling etc. with no success. Resetting network did work however.

MikeT

Hi guys,

@hsalazar:

Is there any plans for an update or something to fix this issue?

We are investigating for workarounds, this is an iOS 9 bug at the moment with the way Apple implemented Low Power Mode from our current understanding. We will file a bug report soon with Apple with more information from our users and Apple will let us know how to address this. If we don't hear back soon, we'll try to get an update out to work around it.

@sk3ptic:

Resetting network did work however.

That's great, thanks for letting us know.

hsalazar

@MikeT

As far as i know LPM is activated only by user action or when battery goes under 20%.

In all cases my battery was full and LPM was disabled.