Icons pulled from websites are not displaying in Logins list

Somerdin

I upgraded to iOS9 and 1Password 6. I noticed that all of a sudden my non-standard Login list icons that were pulled in from the websites and any new logins I enter that do not have icons already in the 1Password system are only showing when I open the item and not on the list of logins screen. I hope I am being clear about this. Is anyone else having this issue?

Spock_jr

Yes! I am having exactly the same issue. It's really odd.

Somerdin

Ok.. I am not the only one. Please Agile Bits, address this issue as well. I am certain many users are experiencing this problem but may not have noticed yet. I am having Sync issues as others but I deleted 1Password on everything except my iPhone until those issues are corrected. This is an annoyance to me as I love the way it integrates the icons which I visually rely on and enjoy seeing.

LauraR

@Somerdin - please could you post some screen shots to clarify this? Thanks!

Somerdin

For some reason I am unable to post my screen shots. I am entering a new item. Let's say auctionsniper.com is the email address of the entry. In the entry itself it displays an icon pulled from the website. It used to display the same icon in the list of Entries. It no longer does that. Only within the entry itself. This applies only to entries that you don't have an icon available within your program.

littlebobbytables

Hi @Somerdin & @Spock_jr,

Using the address @Somerdin offered as an example I tried creating a basic Login item (one created from within 1Password for iOS) and also one created by our iOS 1Password Safari Extension. In both instances I could view the site's icon both in the category list as well as when viewing the item's details.

For other reasons I've had to reboot my iOS devices a couple of times now while iOS 9 settles down (yes, very much a human behaviour that devices shouldn't be capable of emulating but there you go). It might be worth seeing if a reboot has any positive influence on this. I'm quite happy to write this up but the first thing the developers will want are steps to reproduce and for whatever reason it's behaving for me. Please do let us know if a reboot makes any difference.

Somerdin

@littlebobbytables @LauraR @Spock_jr
Attached please find Dropbox links to screen shots showing the icon does not appear in the category list. I have deleted and reinstalled 1Password. Reboot many times. Tried everything! Only icons provided by you in the software appear. The Rich Icons (if that is what these would be called) that are pulled from the websites do not. This did work properly prior to the upgrade of both your software and ios9. I did pay for the Pro Version of your software.

Link to entry screen shot:
https://www.dropbox.com/s/dbzyajissehx5mf/2015-09-22 19.19.29.png?dl=0

Link to category screen shot:
https://www.dropbox.com/s/m70hvkf92hixvel/2015-09-22 19.19.38.png?dl=0

My sincere thanks for your assistance,
Robert

Somerdin

Also.. This feature is still not working properly after upgrading to your latest release 6.0.1 and rebooting many times and reinstalling software.

Somerdin

I have not received any further response since I furnished you with additional information and photos as an example of exactly what is happening as you requested. Please look into this and fix this. I understand this is considered a minor issue but I would like it addressed. I am having other issues which others have addressed but I know those are already in the process of getting resolved. On a positive note, I absolutely love your program and have recommended it to at least 15 coworkers and friends who purchased the pro version as well. I have tried many other similar apps which were lacking in one way or another. I switched to yours as it is absolutely the best in my opinion. Thank you for creating such an awesome application!!

littlebobbytables

Hi @Somerdin,

Thank you for the images. That is unfortunately what I haven't been able to cause just yet. Can you try something else please. Can you plug your iPhone in and let it charge, ensuring Low Power Mode in iOS > Settings > Battery is turned off. If you then create a new item, say at auctionsniper.com does it still behave in the same way?

If it does maybe we can use diagnostic report to identify the cause. We'll cover what to do if the above still has no effect. We do know we're not handling Low Power Mode elegantly though which is why I'm wondering if this is another side-effect from it.

Somerdin

Hello @littlebobbytables
Low Power Mode has never been turned on. I keep it off. I did fully recharge my phone. Closed all programs and rebooted my phone. Still not working. When I initially upgraded I "think" it was working. I have uninstalled and reinstalled numerous times trying to get sync to work and upon first reinstallation I "believe" the icon issue started and has never corrected itself throughout a number of reinstallations. Now I could be incorrect about this though. I know I was frustrated with the sync issues and that was my priority. So this icon issue still exists. I turned off Bold Text and Expanded View. Reboot phone and that disk not work either. All my settings are pretty basic. Nothing out of the ordinary. Hopefully you will find the root of the issue. Please advise if I should try anything else such as diagnostics. Thank you. Robert

AGAlumB

@Somerdin: I'm sorry to hear that you're still having this issue. At this point, the best thing to do will be to generate a diagnostic report and send it to support+forums@agilebits.com so we can look at the logs to determine exactly what is happening:

Sending Diagnostics Reports (iOS)*

*In 1Password Settings > Advanced > Diagnostics > Log Settings, enable UI Items

Just be sure to include a link to this forum thread and your username in the email so we can 'connect the dots'. We will get to the bottom of this! :)

Somerdin

@brenty

Diagnostic report has been sent. Thank you!

MikeT

Hi @somerdin,

We got the report and at first glance, there's nothing that explains the issue. Did you enable the UI logs first before you send the report? I don't see any logs from the UI. If you didn't enable the UI logs yet, please do that first, reproduce the problem and then send a new report to us.

In the future, please do not try reinstalling the app and/or enabling/disabling the sync to fix problems, they rarely do. Rich Icons are not stored in your data file, it is downloaded on the fly by the app and if you do a lot of sync at once, it can cause some problem as well but certainly not this kind.

ref: HV-41968-443

Somerdin

@MikeT @brenty @littlebobbytables @LauraR
Hello, yes, I enabled "UI Items". I then proceeded to add a couple of entries. I viewed them as their own item which displayed the proper Rich Icon having pulled it from the web address I entered. I then looked at the Login List of all Login Items and the icon was your generic icon and not the Rich Icon. I then proceeded to "send diagnostics" which prepared the report I sent you along with adding my username and link to this thread as requested. I don't know what else to do. It does not work properly. I do not see how I can be of further assistance. I hope you are able to fix this problem and other problems other users are mentioning which I am experiencing as well. My sincere thanks, Robert

glennonrp

I also am experiencing this issue. I have the latest iOS and latest 1Password version

MikeT

Hi guys,

@somerdin:

Can you try using the demo vault and see if it has the same issue, here's how to test this:

1. Open 1Password, go to Settings > Vaults > Sync Additional Vault and tap on Create Demo Vault
2. Select the Demo vault in Settings > Vaults
3. Go to Categories > Logins, do you still see the same problem with the Rich Icon?

@glennonrp, what iOS device are you using?

MikeT

Also, @somerdin, do you have any iOS' accessibility settings changed from the default? Is Bold Text turned on or are you using Increase Contrast, Dynamic Text? Your screenshots have the font size bigger than usually, is that the Bold Text setting?

Somerdin

@MikeT @littlebobbytables @brenty @LauraR
Hello @MikeT, I have Display Zoom "Zoomed" and "Bold Text" Enabled but I have already tried returning those settings to standard and off and rebooted my iPhone 6 Plus which had no effect on the issue. I have also tried using a "Demo Vault" and the same problem exists. I have tried many things on my end to keep my settings as basic and standard as possible and the problem still exists in all scenarios. I am a fairly good troubleshooter and nothing I do makes any difference. I appreciate the continued effort to fix this issue and as you see more and more people are coming out stating this issue exists. Many users may not realize it and many may not care. It's a big deal to me though as it was a feature I found extremely attractive. Thank you again for your continued effort. Hopefully you will find a resolution.

glennonrp

Actually, I'm not having the issue anymore. It seems to be working now. I don't know what changed.

AGAlumB

@glennonrp: Thanks for the update! I'm glad to hear it's working now. I suspect 1Password was simply having trouble either downloading the icons in the first place or caching them. They aren't part of your vault and are only stored on the device, and I've seen this issue with both the iOS 9 and watchOS 2 updates.

@Somerdin: I'm sorry to hear you're still having trouble! I know you've tried some of this already, but please try the follow in sequence to see if it resolves the issue:

1. Plug your device into power and leave it connected for the duration.
2. Backup your data.
3. Delete 1Password from your device.
4. Restart your device.
5. Reinstall a fresh copy of 1Password from the App Store.
6. Setup a new vault.
7. In 1Password Settings > Advanced > Diagnostics > Log Settings, enable all options.
8. Sync your data over (Dropbox?)
9. Leave 1Password open so it can finish syncing and downloading icons for your items.

Depending on how many items you have, this could take a bit. It's important to keep it connected to power to avoid an iOS 9 bug that limits network connections as if you're in Low Power Mode when running off the battery...and also to avoid any background process restrictions. You should see the list populate with your items and icons by the time 1Password's Sync icon in Settings and stops animating and the iOS network activity indicator disappears completely.

If at that point all is well, great! Disable the logging in 1Password Settings > Advanced > Diagnostics > Log Settings and you're good to go. But if you're still having the same issue, be sure to leave the log settings enabled and send us a fresh diagnostics report so we can work on this with you via email. There may be some other interaction besides just the UI that's causing this. Please let us know how it turns out! :)

ref: KHV-41968-443

Malbec

Deleted, didn't notice it was iOS and not Mac app issue.

Aleen

No worries! Did you find your way to the Mac forum, @malbec?

Malbec

Definitely. It's here. Thanks.

Ben

Great. Thanks! :)