Syncing my iPad with my Mac has stopped working

georgelevvy

When I try to sync 1Password between my iPad and Mac, I get a window saying 'Sync Problem. Sync failed: There was a delay in syncing of 5 minutes that exceeded the maximum of 5 minutes' which is not true as I attempt to sync immediately. I have just done an upgrade of the iPad software. I'm syncing via wifi

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1Password Version: 5.3 (530029)
Extension Version: 4.4.2
OS Version: OS X 10.10.5
Sync Type: wifi
Referrer: kb:diagnostics

Vee_AG

Hi @georgelevvy,

I'm sorry you're running into some trouble with Wi-Fi sync. To get the best look at what might be causing this, I'd like to ask you to create some Diagnostics Reports, one from each of your devices.

Here's how to create those reports:

Mac Diagnostics

iOS Diagnostics

Please attach each Diagnostics Report to an email message addressed to support+forum@agilebits.com.

Please do not post your Diagnostics Reports in the forums, but please do include a link to this thread in your emails, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Reports in our inbox.

You should receive an automated reply from our BitBot assistant with a Support ID number for each. Please post those numbers here so we can track down the reports and ensure that your issue is addressed quickly. :)

Thanks very much!

ref: DBI-63383-982

ttboy001

I am having this same issue, and am wondering if there has been a resolution found. Please advise.

littlebobbytables

Hello @ttboy001,

We haven't made much headway with that particular instance yet.

We'd recommend starting with a reboot of both your Mac and iPad and see if that makes any difference. We've had a few reports of 1Password not playing well with Apple's new Low Power feature so to eliminate that as a cause I'd ask if you could also have your iPad plugged into a charger while testing.

If a reboot of both devices doesn't help can you try creating an ad-hoc network using our How to create an ad-hoc wireless network guide. Please ignore references to encryption and passwords as Apple seemed to have removed that feature.

Can you Wi-Fi Sync when connected via an ad-hoc network?

Hopefully something here gets things moving again but if not we'll continue the troubleshooting.

ttboy001

I have downloaded updates for Mac and iOS, and when attempting the suggested method of syncing via an adhoc connection, 1Password5 on my iOS/iPad, seems to be stuck searching for a wi-fi connection. It states 'One moment please....', and goes no further. If I switch off the adhoc and connect to the former wi-fi connection, it finds the Mac quickly, but repeats the error sequence.

I have also rebooted and performed with 100% charge while testing.

Drew_AG

Hi @ttboy001,

When you try setting up Wi-Fi sync through the normal Wi-Fi connection, do you get the exact same error message originally described by the OP? If so, I think we'll also need to have you send us diagnostics reports for your Mac and iPad. You can do that by following the same steps from Vee's message above.

Once we receive those reports, we should have a better idea of how to get things working again for you. Thanks in advance! :)

ttboy001

Yes- it is the exact same error message originally posted by the OP.
I will run and provide info for diagnostics soon, as instructed above.
More to follow.

Vee_AG

Hi @ttboy001,

Thanks for sending the diagnostics.

In response to your email, you should have received 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 handled quickly. Thanks in advance!

ttboy001

For your reference, your support ID is [#IAY-12391-579]. Please include this ID in the subject of any followup emails so we'll know they're from you.

I have also sent both diagnostic reports.

Vee_AG

Thanks for sending those, @ttboy001! I see that our email team is helping you troubleshoot, so I'll go ahead and close this forum thread for now to avoid getting wires crossed. Cheers!

ref: IAY-12391-579