iOS can't see proper vault

natb

My wife's 1password vault was apparently not syncing between iPhone and Mac. The problem appears to have been Dropbox—it was showing (including through the web interface) that nothing had been updated in months, so we switched temporarily to wifi sync, and it worked fine. However, she wants to go back to dropbox syncing (we kicked Dropbox, so it's syncing properly now), and we can't figure out how to get the iOS 1Password to connect to the correct vault. There are two vaults in her Dropbox folder, her own, and our shared vault. Even after I deleted the shared vault (I kept a backup elsewhere), made sure Dropbox had synced, deleted Dropbox from the iPhone (thus wiping the local data) and reinstalled it, when we try to select dropbox sync for the primary vault, it only shows us the shared vault as an option to connect to. Nor could I figure out a way in the iOS 1Password to say "I want to sync via Dropbox; please create a new vault in Dropbox, I do not want to sync with a preexisting vault".

(When I do essentially the identical thing on my phone (all software versions the same), it finds 2 vaults in Dropbox and lets me choose which one to connect to. With her, it only shows the shared vault, not the primary.)

Any thoughts?

OSX 10.10.4
1Password Mac 5.4.1 (541003)
iOS 9.1
1Password iOS 6.1.2, with pro features unlocked

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1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
Referrer: ug:mac/share-a-vault, ug:mac/new-computer, ug:mac/new-computer-dropbox, ug:ios/sync-with-dropbox, kb:dropbox-troubleshooting

Ben

Hi @natb,

Thanks for taking the time to write in. Are you certain you and your wife are both signed into the same Dropbox account? If you add other files, or make changes, from your device do those show up in Dropbox on her iPhone?

Please let me know.

Ben

natb

We have the same setup, but each have our own Dropbox accounts and 1Password vaults. We each have an individual vault, stored in the root level of our Dropbox folders, and a shared vault (called "Shared Accounts") in a shared Dropbox folder that we both have access to.

When she first brought the problem to my attention, files in her Dropbox account were in fact not syncing—last update when looking at either the desktop or the website was several months ago. We fixed that (though I have no idea what the cause was--Dropbox claimed that "all files are up-to-date" (even though they clearly weren't), and we had to resort to the brute force method of wiping Dropbox from the phone and disconnecting it on the laptop, then reconnecting both).

Now the problem is that there is a 1Password vault in her personal Dropbox account, connected to the OS X version of 1Password on her laptop. We've verified that it's the vault that 1Password is actually connected to. However, when I try to enable Dropbox syncing in the iOS app, it only sees one vault (Shared Accounts), and not her personal vault. Looking at her Dropbox account via the Dropbox app on the phone shows both 1Password vaults, in their appropriate places.

(Just to see what it should look like, I disabled Dropbox syncing for both vaults for my iPhone, and then reenabled it, and it did what I expected: showed me both my personal vault and the shared one and asked me to choose which to sync to (and then, in the case of the shared accounts vault, it asked me how it should deal with the discrepancies, because apparently they had gotten out of sync while I was experimenting). )

Ben

I'd like to ask you to create some Diagnostics Reports, one from each of your wife's devices.

—Mac—
https://support.1password.com/diagnostics/mac.html

—iOS—
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

natb

The problem solved itself before you posted your Dec 15 message, and then end-of-the-semester plus holiday travels kept me busy. If it would be useful, in case it happens to someone else, I could still send you those diagnostics, but since I wasn't able to generate them while the problem was ongoing, I'm guessing they wouldn't be usable?

My best guess: the problem was Dropbox; disabling (OS X)/deleting (iOS) Dropbox and then re-connecting/re-installing fixed it; but for some reason it took an unusually long time (overnight—and she only has a hundred MB or so in her Dropbox account), so it seemed at first like it hadn't fixed it; once Dropbox finished resyncing all content, 1Password was fine.

Thanks, again, for the prompt response, even if it turned out to be unnecessary this time around.

-Nat

Ben

Thanks for the update Nat! Indeed, reports from a working setup would not likely be very helpful, but thank you for the offer!

Glad to hear you were able to get things working. :)

Ben