Upgrading to ios9 Issues

fernandes_glen

Hello,
I upgraded to ios9 yesterday and also upgraded the 1password app to version 6 which has a new interface, Since then I am having a series of issues and i'm not sure if anyone has come across this yet.

(1) When i upgraded 1password after the ios9 upgrade the app just wouldn't open on my iphone 6 and would go in a indefinite loop of hanging. I had to delete the app and re-download it.
(2) When i enter the app and tried to sync my data with "icloud" i only get the message "looking for icoud information" and it does nothing after this (very frustrating) since i never had issues before this.

The same behavior occurs on my ipad air 2 so i think its a bug which has to be fixed.

Can someone please help.

Thanks,
Glen.

---

1Password Version: 6
Extension Version: Not Provided
OS Version: ios 9
Sync Type: icloud

fernandes_glen

Want To highlight another issue...

I am prompted to enter the password every alternate attempt rather than using the finger print authentication, don't know why this happens either.

fernandes_glen

Can anyone please comment, this app was working so well before and now it just seems a disaster.

ghostdance111

Same happening here

LauraR

We are currently investigating the iCloud sync problem and we don't yet know if it is something on our end or a problem with iCloud. We are still trying to find the conditions that are causing this.

For the touch ID problem, can you try the following -

In the 1Password app, go to Security settings and toggle Touch ID to OFF.
Restart the 1Password app -
To do this, double tap on Home button, and you should see all running apps.
Swipe up on the 1Password app so it flies off the top of screen.
Then tap on Home button again, and run the app again.
Go back into the Security settings and toggle Touch ID back to ON.

Please let us know if this helps.

LauraR

For the iCloud sync problem - if you are using cellular, try moving to wifi and that might kickstart things.

If this doesn't help can you try resetting your network settings. You can do this in the main Settings application, under General->Reset and choose 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.

Please let us know if this helps, so we can pass on this advise to other users. Thanks!

fernandes_glen

Laura Thank You for your response. So this is what I did

-> reset network settings
-> deleted my app and re-installed again
-> when i first launch the app it will ask to "create a new vault" or "sync existing vault", I select "sync existing vault" >> "sync with icloud" but this stuck on "looking for icoud information"

:-(

Thanks.

fernandes_glen

I tried the above with 3g, will let you know if it works on wifi - but still doesnt make sense if i'm out and would like a sync up on my mobile network.

Tom Garretson

iOS9 also messed this up for me big time. Can't sync via wifi anymore to my iPhone6S. I keep getting this message : "Sync Failed: There was a delay in syncing of 7 minutes that exceeded the maximum of 5 minutes." The problem, this comes up automatically at once.

CalH

Hi,

On iPad 2Air followed same sequence:

Reset network settings
Deleted 1Password and re-installed
Selected "sync existing vault" (with iCloud)

And, it's forever looking for iCloud information...

Please fix!

luap

We have the same issue on an iPhone 5C that just upgraded to iOS 9.0 and 1P 6; primary vault also on iCloud. Neither WiFi nor 3G work, reinstallation doesn't help either. Same account on iPad with 9.0 and 1P 6 has no issues.

LauraR

If you are seeing the problem enabling iCloud sync and it seems to be stuck on 'Looking up iCloud information' -

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.

luap

LauraR: this didn't resolve it at first, but also restarting the iPhone once more helped.

After launching 1Password again it seems to be in the "Syncing..." state forever, though. I also see this on a different phone.

fernandes_glen

No Still doesnt work for me on the iphone 6- suprisngly it works for me on the ipad air 2

Still need help here..

Ben

Hi folks,

Just to confirm: you have Low Power Mode turned OFF in Settings.app, and yet are still seeing an issue with iCloud syncing? If that is the case it is possible that you are running into an entirely different issue. I'd like to ask you to create a Diagnostics Report from your iOS device:

https://support.1password.com/diagnostics/ios.html

Attach the Diagnostics Report to an email message addressed to 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 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 very much!

Ben

CalH

Hi bwwodruff,

Having deleted and reinstalled 1Password as per the above, on launch, the only options we are given is to create or sync a vault.

If I create a new vault, there is no way to replicate the problem. If I try to connect to iCloud vault, it hangs.

I'd love to het you that data, but the instructions don't apply.

fernandes_glen

bwoodruff,

CalH is right, the only way to create a diag is by creating a new vault. I went ahead and created a new vault and tried to sync with icloud with the same results like before "looking for icloud information". Here is the ticket ID #BGW-46983-632, hope the daig info can help you nail the bug.

Glen.

CalH

Follow up:

Ok, this is not a 1Password problem. It's an iCloud drive problem - at least for those who use iCloud for 1Password data.

To fix (After force quitting 1Password):

(1). Turn off WIFI.
(2). Turn off Cellular.
(3). Turn off iCloud Drive. (Let it delete all iCloud information.)
(4). Log out of iTunes account.
(5). Force Restart the iOS Device.
(6). Do the reverse of #1-4 above.
(7). Launch iCloud drive app and wait until all of the data resyncs into it.
(8). Launch 1Password, select existing vault in iCloud and it will work.

fernandes_glen

CalH,

For this step will i loose any of my data ? I cant afford to
(3). Turn off iCloud Drive. (Let it delete all iCloud information.)

fernandes_glen

CalH,

I tried this - for some reason i see no data visible in my icloud drive app, any reasons ?

luap

With the syncing problem still in place, I filed ticket [#DWP-96755-787]

When checking iCloud Drive in other applications; I opened keynote; that synced files just fine. To my surprise this also helped 1Password to continue syncing again! I hope it continues to do so!

CalH

fernandes_glen,

All of the data is still in iCloud. When you delete it, it takes a while to get back onto the device. It's all still there -- just give it time.

luap

The trick of using keynote to upload something to iCloud Drive also worked on the second device in our household! (completely stopping 1Password was also necessary; pressing home twice and swiping 1Password upwards). No restart or disabling-enabling iCloud Drive was required.

Ben

Thanks for the updates folks. We're continuing to investigate this issue, but at the moment it appears CalH's conclusion is accurate.