Unable to setup new iOS instance - hung on Dropbox screen after choosing a vault...

drh18

My iOS install of 1Password is not able to pull an initial sync from Dropbox (new install) - am not able to use this on IOS device whatsoever. Reproduceable each time, here are my steps:

• When I launch the app, I'm prompted to pick a vault - I choose "Sync existing vault" followed by "Sync with Dropbox". Dropbox appears asking to Allow permission from 1Password to access the vault, I choose Allow.

• 1Password then returns prompting me to select a vault, it automatically found my vault under /apps/1Password/filename.opvault.

• I select the opvault file, which brings me to a new "Dropbox" screen which remains blank indefinitely. I am only able to select "Cancel" in the top left, which brings me back to the "Choose a vault" screen.

I've tried rebooting, uninstalling the app, reinstalling, all results in the same issue.

Anyone else experiencing this? Any suggestions on how to get past? Not having access to my 1Pass vault on my iOS device is killing me.

Thanks..Dan

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1Password Version: (latest)
Extension Version: Not Provided
OS Version: IOS 9.2
Sync Type: Dropbox

AGAlumB

@drh: Uninstall the Dropbox app and restart the device. 1Password will try to hand off to it if Dropbox is installed, and if it isn't working, removing it will let 1Password authenticate on its own. Please let me know how it turns out! :)

drh18

@brenty: No dice. Uninstalled Dropbox, restarted, launched 1Password - sync with Dropbox, authenticated (via embedded weblink, with Dropbox), takes me then to the same blank "Dropbox" screen only showing the Cancel option top left.

Tried also uninstalling both Dropbox and 1Password, restarted, re-installed 1Password == same result.

Any other suggestions?

Ben

Hi Dan ( @drh18 ),

I'd like to ask you to create a Diagnostics Report from your iOS device:

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

drh18

Hi Ben (@bwoodruff),

Wish I could - however I'm unable to reach the main screen within the app from which to create a diag report. The app launches straight into the "Welcome to 1Password" popup whereby I can only create a new vault, sync existing (where I'm experiencing the issue) or sign into Teams.

Thoughts?

Thanks,
Dan

Ben

Dan,

You may need to create a new vault on the iOS device before you're able to proceed into the settings where you can create the report.

Sorry I forgot to mention that.

Ben

drh18

@bwoodruff @brenty: just tried setting up 1Password on a brand new iPad Air 2 with exactly the same results. Seems I am completely unable to setup any new 1Password instances (syncing across Dropbox) on any iOS device.

Hope we come to a resolution soon as I depend on my password store while travelling. I have submitted a diag report 2 days ago, linking to this thread.

Thanks,
Dan

Ben

Dan,

You should have received an automated reply from our BitBot assistant with a Support ID number, if we received your report. Please post that number here so we can track down the report and ensure that it is dealt with quickly.

Disregard.

Thanks.

Ben

LauraR

Hi Dan, Thanks for sending the diagnostics report from your iPhone. We will reply to you via email shortly.

ref: HIZ-21429-475

drh18

@bwoodruff, @LauraR, @brenty

Thanks everyone for your responses. I'm happy to report that I was able to resolve this problem on my own earlier today, here's how I did it:

• Close out the 1Password app across all my iOS devices.
• On my PC, open 1Password, exported all passwords into a 1PIF file (saved to local disk, not to a Dropbox folder for security reasons)
• File -> New 1Password vault (created new OPVault, stored within a Dropbox folder next to the old, non-functioning vault)
• Set new Master Password, imported all entries from 1PIF file exported earlier.
• Within Dropbox, deleted the old vault directory (under /Apps) which in my case was in agilekeys format (seems when you create a new OPVault from scratch but restore an Agilekeys vault from backup, it switches the vault type back to agilekeys - which could have been part of what triggered the problem in the first place?)
• Manually created a new backup of the OPVault database (saved in OPVault format).
• Secure deleted the 1PIF export file.

Once I had finished these steps, I was able to bring up the iOS 1Password, sync with Dropbox (with the Dropbox app installed), and the setup worked smoothly. I'm now able to see my vault across all my iOS devices (iPad AIr, iPad Mini and an iPhone) and they are syncing to the Dropbox OPVault normally.

I'll send a note to your support team asking to have the ticket closed.

Regards,
Dan

Ben

Thanks much for the note Dan! Glad to hear you got this resolved. If we can be of further assistance, please don't hesitate to contact us.

Ben