Folders not matching up after syncing
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OK, so I'm having the exact same problem described here, and I'm so angry at 1Password I can't see straight. I'm sorry. I've been dealing with this for nearly four hours tonight.
Before I go on, I'm 100% certain that I'm using the latest version of all apps.
My problem is as described by the original poster. I created a new vault by exporting from KeePass and importing into 1Password on Windows. Everything seemed to work. When I look at it on Mac, everything's great.
But when I look at them on iOS, almost all the folders are missing items.
Here's a screenshot of my folders on Mac:
https://www.dropbox.com/s/s441vxxttq04han/CapturFiles-Dec-13-2015_21.37.24.jpgAnd here's the same folders on iOS:
https://www.dropbox.com/s/1dyv8kcn5vliner/2015-12-13 21.36.44.pngNow these missing items aren't truly "missing." If you look at All Items on iOS or use search, you can find them. They just don't show up in the folders.
If I select each entry and hit cmd E, cmd S (edit and save), then the items will sync and show up in the folders on iOS. But this is incredibly time consuming.
I'm just so mad right now!!! I paid a bunch of money to get your app on Windows (the program's pretty terrible actually), Mac (the program's looks pretty good), and iOS.
What is going on here and can you provide a fix quickly? Even if I hit cmd E, cmd S over and over, I'm worried that the next time I touch things in one of the programs that the problem will just come back.
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So perhaps I'm just stupid. I purchased the iOS app for my wife's phone and it turns out, as soon as I synced the Vaults, the folders are completely screwed up on her phone. Every folder is large numbers of entries. Some are there. Some aren't. So the cmd E, cmd S trick got the counts to show up correctly on my phone but not on a new install. This whole experience has left a seriously sour taste in my mouth, especially since the apps were so expensive. Given the price, I was expecting a really easy and pleasant experience. Very disappointed.
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Before I go on, I'm 100% certain that I'm using the latest version of all apps.
@jayp01: Sorry for the trouble! I hope you don't mind, but I've split you off into a separate discussion so we can focus on the peculiar issue you're having. If you're using the latest version of 1Password for Windows, for example, then you're experiencing a very different issue.
So perhaps I'm just stupid. I purchased the iOS app for my wife's phone and it turns out, as soon as I synced the Vaults, the folders are completely screwed up on her phone. Every folder is large numbers of entries. Some are there. Some aren't. So the cmd E, cmd S trick got the counts to show up correctly on my phone but not on a new install.
I really doubt that stupidity is the cause, and rest assured we'll get this sorted out for you! Unfortunately without some basic information it's hard to say what might be going wrong and how we might right it! Please tell me all OS, 1Password, and device versions; the vault type, number of vaults, and sync method you're using; and the exact steps you're taking, so we can figure out the best plan of action. The more information you can give, the better, so that we can either help you get this working outright, or address a bug if necessary.
The screenshots were very illuminating, so thank you for those! Very odd indeed. Now, not knowing more about the contents of the vault itself (and I certainly don't want to!) I wonder if there might be some confusion about item counts. For example, the item count shown for a folder in 1Password for Mac is for the number of items directly in that folder, not all of the subfolders. And just to clarify, are you saying that the items themselves are present on all devices? And then can you see them in their respective folders? Or you can view the folders, but the items are missing there (even though you can find them in your vault)?
I look forward to hearing back from you. We'll get to the bottom of this! :)
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Mac OSX Yosemite, 1Password version 5.4.1
Windows 10, 1Password version 4.6.something (whatever the latest version is. I even checked for updates to make sure. I'm not at that computer right now.)
iOS 9.2, 1Password version 6.1.2I'm using two Vaults, though I saw the behavior on each vault as I got them setup and looked at them on iOS for the first time.
As for the steps taken, I believe I spelled them out at length above. I suppose the only thing I could add is this. I exported records from KeePass as a .csv file. I then imported into an empty Vault on KeePass for Windows. I then manually created the necessary folders and moved each record into the appropriate folder. One more reason I got so angry last night. Do you know how long it takes to move 600 records manually into different folders? All to have iOS botch the organization?
Ah yes, though this is probably self-evident since I'm using Windows, the format of my vaults is Agile Keychain, not OPVault.
Again, I'll mention that the records are not missing per se. They can be found on iOS with a search, but so many just don't show up in the proper folder.
And the stupidity I referenced was buying your app for my wife's phone and giving you more money despite all the problems I'm having. I've slept since last night, and am thus slightly less enraged. ;-)
I would be very grateful to ultimately have a resolution to this very frustrating problem. If there's anything else you need from me, please let me know. Thanks!
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As for the steps taken, I believe I spelled them out at length above. I suppose the only thing I could add is this. I exported records from KeePass as a .csv file. I then imported into an empty Vault on KeePass for Windows. I then manually created the necessary folders and moved each record into the appropriate folder. One more reason I got so angry last night. Do you know how long it takes to move 600 records manually into different folders? All to have iOS botch the organization?
@jayp01: I'm really sorry about this. I can only imagine! Rest assured that we'll get this sorted out for you though.
Ah yes, though this is probably self-evident since I'm using Windows, the format of my vaults is Agile Keychain, not OPVault.
1Password for Windows does support OPVault, so I wanted to double-check the vault format. Thanks for confirming that you're using AgileKeychain!
Again, I'll mention that the records are not missing per se. They can be found on iOS with a search, but so many just don't show up in the proper folder.
So long as your data is intact in 1Password for Mac or Windows (and you'll have mockups there too), we should be able to get it transferred properly one way or another.
And the stupidity I referenced was buying your app for my wife's phone and giving you more money despite all the problems I'm having. I've slept since last night, and am thus slightly less enraged. ;-)
Ahh, understood. I suspect I'd have felt similarly under the circumstances. A good night's sleep helps, but not enough I'm afraid. :(
I'm using two Vaults, though I saw the behavior on each vault as I got them setup and looked at them on iOS for the first time.
One thing that stands out to me is that 1Password for Windows cannot sync multiple vaults via Wi-Fi, since it only opens one at a time. I wonder if that might be causing some odd behaviour, if you're effectively syncing two different vaults from 1Password for Windows with a single vault in 1Password for iOS. That may not be the case, but if you can give me a better sense of which vault is going where that should help.
I would be very grateful to ultimately have a resolution to this very frustrating problem. If there's anything else you need from me, please let me know. Thanks!
Finally, the best thing to do will be to generate a diagnostic report for each device and send it to support+forums@agilebits.com so we can look at the logs to determine exactly what is happening:
Sending Diagnostics Reports (Windows)
Sending Diagnostics Reports (Mac)
Sending Diagnostics Reports (iOS)
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! :)
ref: GDQ-71942-558
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Sorry for the extended delay. I was busy over the holidays. I have created diagnostic reports for all three platforms and emailed them to support, referencing this forum thread. I look forward to your response.
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The case number I got is [#GDQ-71942-558]
So far, the suggestion I've received from support is to convert my vaults from the agilebit format to the openvault format.
It may take me a few days to a week to carve out the time to try this suggestion. I'll let you know.
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@jayp01: I understand completely. Thanks for following up. However, I do have one suggestion that you might try first, which will be much quicker, and perhaps help with the issue.
My thought is that since the folder problem is manifesting itself only on iOS, it may simply have a damaged database. It's also possible that there's an issue with the vault(s) that for some reason the Mac and Windows versions are able to handle more gracefully, where the iOS version is choking a bit. Now, in that case, it may be necessary to rebuild the database as Eva suggested, but please try the following first. It may save you some effort (if successful), and it could also possibly provide some insight into what's going wrong that may help us address the root cause:
- Backup your data in 1Password for iOS, just in case
- Verify that you have all of your data in 1Password for Mac/Windows (it sounds like this is the case)
- Delete 1Password for iOS
- Install a fresh copy from the App Store
- Do not sync your vault(s) yet!
- Setup 1Password with a new vault, with the Master Password you were using previously (for simplicity)
- In 1Password Settings > Advanced > Diagnostics > Log Settings, enable App, Agile Keychain, Cloud Keychain, Crypto, Database, Dropbox, SQLite, Sync, and UI Categories
- In 1Password for Windows, switch to each vault and go to File > Repair 1Password Vault
- In 1Password for iOS, sync your vault(s) from Dropbox
- Wait for the data to finish syncing (this may be throttled by Dropbox and produce some errors at first)
- Verify your data, and see if your folders are intact under Organize
- If anything is amiss, please send fresh diagnostics
Be sure to let us know how it turns out either way. Thanks so much for your patience and willingness to work with us on this strange issue...and happy new year! :)
ref: GDQ-71942-558
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@jayp01: I believe we may have identified the issue. Please still try my suggestion above, but with one modification: keep the iOS device awake to ensure that the sync completes (and doesn't time out due to iOS shutting 1Password down for device sleep).
It appears that folder data is getting messed up when an AgileKeychain sync ends prematurely. We're investigating the cause, and hopefully a fix for this in 1Password for iOS. Note that OPVault format does not seem to suffer from this issue, so Eva's suggestion is a good option too. Sorry again for the trouble. I look forward to hearing back from you!
ref: OPI-3299
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