iCloud sync issues on Mac and iOS

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Drew_AG
Drew_AG
1Password Alumni
This discussion was created from comments split from: Apple Store version - no iCloud Option (disappears).

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  • coopaloop
    coopaloop
    Community Member
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    I have the same problem - no iCloud option on a new setup on mac OS X (I am definitely running mac store version 5.3 of 1Password.)

    Additionally, having issues syncing with iOS app - I resorted to wifi sync from existing computer after iCloud sync hangs.
    I thought this was from iOS9 Beta, but it seems like something has been compromised in my iCloud file.

    I have a laptop with functioning iCloud sync working - is there a way to reinstall the database from here since it seems it has been corrupted?

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @coopaloop,

    I'm sorry you're having some trouble with iCloud sync on one of your Macs and on your iOS device! It sounds like the problem you're having might actually be a little different than the one from the previous thread, so I've moved your message to a new discussion to avoid confusion. I hope you don't mind!

    So, just to make sure I understand:

    • iCloud sync is enabled and working correctly in 1Password on one Mac
    • When setting up 1Password on another Mac, you choose "I've used 1Password before" but don't see an option for iCloud on the "Where is your data?" dialog
    • When you try to enable iCloud sync in 1Password on an iOS device, the sync hangs and never completes (but you don't receive any error messages)

    Is that all correct? If so, on the Mac where you don't have an iCloud option during setup, try setting up 1Password as a new user (choosing the same master password you use on your other Mac). You should end up with an empty vault. Now go to the menu for 1Password > Preferences and click the Sync tab. Click on the drop-down menu next to "Sync Primary vault with". Is iCloud listed as an option? If so, what happens when you choose it?

    On your iOS device, it sounds like you switched to Wi-Fi sync in order to sync the data from the working Mac. If so, and if you try switching that from Wi-Fi to iCloud sync, does it still hang? Do you ever see an error message? Also, what exact version of 1Password is installed on that iOS device?

    Thanks!

  • coopaloop
    coopaloop
    Community Member
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    Yes, you are 100% correct on the summary of my situation.

    on the mac, I setup a new iCloud vault using the same master password. it completes setup and the vault is empty.

    on the iPhone, on switching to iCloud sync, the app hangs on "Looking up iCloud information..."

    as for the iOS version, on the Diagnostics page, it says "1Password version 6.0 (600016)"

  • coopaloop
    coopaloop
    Community Member
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    I wasn't totally clear on the OS X app. I setup a new vault using iCloud (same password as existing vault), then sync'ed, and the vault is empty

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @coopaloop,

    Thanks for the additional details! Let's start by checking some settings on the Mac where iCloud sync is working:

    • Open 1Password and go to the menu for 1Password > Preferences.
    • Click the Sync tab.
    • Make sure it shows your Primary vault is set to sync with iCloud.
    • Go to the menu for 1Password > About 1Password.
    • Make sure it shows Version 5.3 and Mac App Store.

    Assuming that's all set up as described, please also check to make sure you're using the same iCloud account on all devices:

    On both Macs:

    • Open the System Preferences app.
    • Select iCloud.
    • Check the Apple ID/email address shown in that window.

    On your iPhone:

    • Open the Settings app.
    • Scroll down and select iCloud.
    • Check the Apple ID/email address shown near the top of that screen.

    Your Apple ID/email address needs to be exactly the same on all 3 devices.

    If everything I mentioned above is set up correctly, the next step would be to go through the information & steps here: Troubleshooting iCloud sync issues

    You've already checked some of the things listed there, but please take a look through that article to see if there's anything that helps. Let us know how it all goes and we'll continue from there. Thanks!

  • coopaloop
    coopaloop
    Community Member
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    although it's the same apple id, the email address was different on the OS X machines (@iCloud.com vs. @me.com)
    changing the email address to match the functioning 1P install allowed a merge but it's still empty - I guess it just merged with itself.
    so, no improvement.
    the iPhone iCloud account matched the account on the functioning 1P machine so nothing to change.
    so... it's time to wipe and reinstall cloud file.

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @coopaloop,

    You didn't mention it, but I assume the settings I asked you to check (on the Mac that has all your 1Password data) were all fine?

    so... it's time to wipe and reinstall cloud file.

    Are you referring to the steps to reset your 1Password data in iCloud from the iCloud sync troubleshooting guide? If so, then yes, that would definitely be the next step. Your data stored in 1Password on that Mac will not be changed in any way - you'll only be wiping the data stored in iCloud, and then you'll recreate it again when you re-enable iCloud sync.

    Let us know how that goes, thanks!

  • coopaloop
    coopaloop
    Community Member
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    yes, using Mac App Store 5.3 1Password on all macs.
    I've decided to try something other than iCloud sync (I guess that will be dropbox) since I don't want to go through this again.

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @coopaloop,

    No problem, that's completely understandable! I also use Dropbox sync (as do many of the others here) and it's always worked very well for me. If you need steps to set that up, you can find them here: Sync with Dropbox

    Please let us know if you have any trouble setting up Dropbox sync! :)

This discussion has been closed.