It looks as though my sync with iCloud had worked, but then all my details have disappeared.

alexrbrooks

Hi,

I have recently swapped iPhones but before doing so I synced 1Password with iCloud and created a backed up file with iTunes (from the 1Password app). After restoring my new phone from iCloud backup, I obviously wanted to get 1Password up and running. On accessing 1Password iOS app it had all my login details, etc. However I have recently gone into the 1Password app and everything has disappeared - stranegly though, it still has totals on the Categories section, suggesting it knows there is details there but not actually allowing me to see them.

I have checked for the backup file within iTunes but it's not there. Is there anything that the 1Password team can do to help resolve this?

Kind regards,
Alex

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1Password Version: 6.0.1
Extension Version: Not Provided
OS Version: iOS 9.0.2
Sync Type: iCloud
Referrer: kb-search:unable to restore, kb:ios-itunes-backups

Ben

Hi @alexrbrooks,

Very odd that the item totals would be displayed but not the items themselves. Have you tried rebooting your phone?

Please let us know.

Ben

alexrbrooks

Hi @bwoodruff

Thanks for commenting. Since my original post I have wiped my iPhone and restored it from iCloud backup again (which I didn't really want to do). Once the 1Password app restored I went into it and all my logins/info were there. I quickly made a backup (iTunes files) and waited until my phone had fully restored.

Once complete, I went back into the 1Password app and, once again, everything had disappeared apart from the category totals. Clicking on the Logins category would open that screen and then close it again, going back to the category page.

This time I connected my phone to my Windows PC and within iTunes I secured my phone and navigated to the Apps menu, scrolled down to the Data/Documents section and clicked on 1Password. My iTunes backup files had saved in iTunes this time! Within the 1Password app I selected to restore from iTunes backup - which worked - and all my logins are now visible.

The only thing which I haven't yet done is sync and merge 1Password with iCloud. It remains unassigned from any sync (iCloud or Dropbox). I'm starting to wonder whether it's this iCloud sync that's possibly 'corrupting' my data?

At some point soon I'll sync back to iCloud and provide an update.

Alex

Ben

Hi @alexrbrooks

Thanks for the update! Glad to hear you were able to find a solution that allowed you to access your data. As for the possible difficulties with iCloud -- I'd agree, and better to be safe (though having a backup is a great start). What I'd recommend doing is erasing the 1Password data stored in iCloud via the 1Password > Settings > Advanced > Erase iCloud data menu, and then sync to iCloud. This should replace all of the 1Password data in iCloud with the 1Password data currently on your device.

I hope that helps. Should you have any other questions or concerns, please feel free to ask.

Ben

alexrbrooks

Hi @bwoodruff

Your suggestion of erasing the 1Password data in iCloud and then sync again appears to have worked. It's been a couple of days now so I'd say this had been successful.

Many thanks for your help on this.

Alex

Ben

Excellent. Thanks for the update Alex. If there is anything else we can do, please don't hesitate to contact us.

Ben