I just purchased a new Ipad Pro and cannot get account to sync.

sdemann
sdemann
Community Member
in iOS

I've installed the app on new device and chose iCloud syncing method but it shows zero items after sync. It did prompt me to merge but is not working. Not sure what I'm doing wrong.

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: iOS 9.3.1
Sync Type: iCloud
Referrer: kb:contact-us, kb:sync-options

Comments

  • Vee_AG
    Vee_AG
    1Password Alumni

    Hi @sdemann,

    First of all, congrats on your new iPad Pro! It's always fun to get a new device. Secondly, I'm sorry for the trouble you're having with iCloud sync, and thanks for reaching out to us here in our support forum. We'll be happy to assist you with this.

    I'd like to show you this iCloud troubleshooting guide, which may help you sort things out.

    If you’re having trouble syncing with iCloud

    If your trouble continues, we'll need a little bit more information to get a complete picture of your 1Password setup before we can be of much help:

    • What other device(s) are you using 1Password on? OS version and 1Password version of each device would be helpful
    • Have you enabled iCloud sync on your other device(s)? Does it seem to be working there?

    Thanks in advance for this information, and we look forward to helping you get your data syncing properly to your new iPad. :)

  • sdemann
    sdemann
    Community Member

    Hi Vee! Thanks so much for your reply. My other device is an iPhone 6s Plus w/ iOS 9.3.1 installed. My iCloud Drive is turned 'on' on both devices and I can see the backup info from 1Password in the details of my iCloud backup info so the sync seems to be working from the iPhone.

  • Vee_AG
    Vee_AG
    1Password Alumni

    Hi @sdemann,

    Thanks for providing those details. I'd like to ask you to create a couple Diagnostics Reports, one from your iPhone and one your iPad:

    Sending Diagnostics Reports (iOS)

    Attach the Diagnostics Reports to an email message addressed to support+forum@agilebits.com.

    Please do not post your Diagnostics Reports 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 Reports in our inbox. It may be easier for you to send the reports in two separate emails, which is fine, just please include the link to this thread in both emails that you send.

    After you send the email(s), you should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number (or numbers) here so we can track down the reports and get back to you quickly. :)

    Once we see the report we should be able to better assist you with your sync trouble. Thanks!

  • sdemann
    sdemann
    Community Member

    [#NYA-88815-591]
    [#KUL-56572-362]

  • Vee_AG
    Vee_AG
    1Password Alumni

    Thanks, @sdemann! I'll have a look and get back to you via email, and we can continue the conversation there. Cheers! :)

  • sdemann
    sdemann
    Community Member

    Followed instructions that were emailed and realized that I was signed into a secondary iCloud account on my new device. Thank you for your help.

  • AGAlumB
    AGAlumB
    1Password Alumni

    Excellent! Thanks for the update. On behalf of Vee, you are most welcome! I'm glad to hear that all is well. It sounds like you should be all set, but don't hesitate to reach out if we can be of further assistance. We're always here to help! :)

This discussion has been closed.