I keep getting error "Backup failed" I wrote about 4 days ago, no answer yet - William Braun

wb53
wb53
Community Member
in Mac

I sent in a troubleshooting log so that can tell you more than I can. It is on my office computer, I am at home now and everything seems to be running fine here at home. 1Password 6
Version 6.1 (610005)
AgileBits Store

1Password Version: 6.1
Extension Version: 4.5.5
OS Version: OS X 10.11.4
Sync Type: Dropbox
Referrer: kb-search:backup failed, kb:error-connect-to-mini

Comments

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @wb53,

    We don't know the exact cause but for some reason emails from an Apple email address with a diagnostic report attached never seem to reach us. Don't worry, only people connected to AgileBits can see your email address here in the forums, it isn't visible to everybody. So the reason nobody has responded in four days is we had no idea you tried to reach out to us with a diagnostic report - We certainly don't want people thinking they have to wait four days :(

    Do you have another email address you could send us the diagnostic report from such as a gmail address or other? Assuming everything is working correctly and we receive your email you should receive an automated response from our ticketing system. The email will contain a ticket ID and if you post it here we'll make sure we get to your ticket as promptly as we can given the unintended delay you've already experienced.

  • wb53
    wb53
    Community Member

    I am going to try to send my diagnostic report to you via g-mail, I could not upload the zip file from here.

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hello @wb53,

    Thank you for trying this. If it succeeds you should get an automated response from our ticketing system. The email will contain a ticket ID, a way for us to locate the email. If you receive this email can you post the ticket ID here please and we can associate the two and start working on the issue you're experiencing. If you don't receive an automated response from us in say an hour or so after sending the email can you post here to let us know this is the case. I just want to make sure we don't fall into the same trap again.

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @wb53,

    Our very own Minister of Magic found your email in our ticketing system so we won't need the ticket ID from you now. Somebody will be in touch shortly.

    ref: TAY-88897-553

This discussion has been closed.