New items created on iPhone are not syncing to Dropbox
I'm having an issue where new items that I create in 1Password on my iPhone (1P v6.3.1) do not appear to be added to my single Primary vault stored on Dropbox, and thus are not picked up by my various other 1Password clients (OS X w/ 1P v6.1, iOS on iPad also w/ 1P v6.3.1). However, new items which I create on those other clients (Mac & iPad) do correctly sync over to my iPhone, so the sync is not totally broken.
I checked inside my 1Password.agilekeychain/data/default/ stored on Dropbox, and I see new .1password files created as I create new items on the two other clients, but no update to contents.js and no new .1password file when I create a new item on my iPhone. 1Password on the iPhone appears to believe that the sync completed successfully, but the item count on the iPhone version does not match the OS X & iPad versions after they've all synced.
What's the next step for debugging this?
1Password Version: 6.3.1
Extension Version: Not Provided
OS Version: iOS 9.3 13E234
Sync Type: Dropbox
Comments
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Another data point. If I create a new item on my iPad and sync it over to my iPhone, the iPhone picks it up, like I mentioned previously. However, if I then delete that item on the iPhone and sync everything, the item is not actually deleted on the other clients. Even weirder, repeatedly syncing the iPhone at that point does not bring the deleted item back. So, somehow 1P on my iPhone is picking up on new items that it hasn't seen before, but it that item was deleted locally, it won't pull it back in again.
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Hrm. After the above steps, I tried manually closing and restarting 1Password on my iPhone, and now it has started syncing properly again. Still, this seems to be a bug of some sort, even if I manage to have worked around it. It's annoying to later discover that a login I created a while ago never actually synced up to Dropbox and to my other clients.
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@bwoodruff, is there any data you'd like me to collect if it reoccurs?
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I have this problem too. Mine was more straightforward - updates on entries iOS (latest version) did not sync over to Mac, and new entries of Mac was not synced over to iOS.
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Yes. If it reoccurs, I'd like to ask you to create some Diagnostics Reports, one from each of your devices:
Attach the Diagnostics Report(s) to an email message addressed to support+forum@agilebits.com.
Please do not post your Diagnostics Report(s) 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(s) 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(s) and ensure that this issue is dealt with quickly. :)
Thanks!
Ben
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Can you please confirm that each of your devices is actually configured to sync with Dropbox as described in these guides?
Sync with Dropbox | 1Password 6 for Mac
Sync with Dropbox | 1Password for iOS
Ben
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@bwoodruff,
I discovered what was wrong - all my devices were synced to Dropbox, but the Mac with the latest entries kept reporting that it completed sync, when somehow my Dropbox wasn't launched at all. Once it was launched, syncing began and all is good.@sbrocket, sorry for hijacking your thread. I thought our issues were similar.
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I seem to be having the peculiar sync problem that @Sbrocket is facing.
I first noticed it on 2016-03-31.Entries created on my iPhone6+ (1PW 6.3.1 on iOS 9.3.0) do not get sync-uploaded to Dropbox.
Yes, I've already checked that I've not paused Dropbox sync etc etc.Whereas, entries created on
iPad Air (1PW 6.3.1 on iOS 9.3.0)
iPhone4 (1PW 4.3.2 on iOS 6.1.3)
Windows laptop (1PW 4.6.0.604 on Windows 7)
all sync-upload properly.Currently, I have to resort to terminate and restart the app on my iPhone6+ in order to "force" it to sync-upload.
To me, it looks like a bug.
And a new one at that.
Meaning it used to sync-upload from my iPhone6+ without fuss.
Maybe new 1PW version?
Maybe new iOS version?0 -
Hi @kenkk,
Maybe new 1PW version?
Maybe new iOS version?Doubtful, as you're running the same versions on your iPad Air and report that to be working (and indeed, I'm running the same versions without difficulty).
I'd like to ask you to create a Diagnostics Report from your iPhone 6 Plus, so we can get a look at what is going on "under the hood":
Sending Diagnostics Reports (iOS)
Attach the Diagnostics Report(s) to an email message addressed to support+forum@agilebits.com.
Please do not post your Diagnostics Report(s) 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(s) 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(s) and ensure that this issue is dealt with quickly. :)
Once we see the report we should be able to better assist you. Thanks very much!
Ben
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Hi @bwoodruff,
The unique ID I chose for the email with the Diagnostics html file attached: [#kenkk-thread-62149]
The support ID returned by your automated system: [#FLD-54932-394]
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Hi @kenkk,
We've received your Diagnostics Report - thanks for sending it in! I've updated the email thread with the necessary details from this forum discussion so that it is easier for our support team to get up to speed with the issue. Someone from the support team will get back to you as soon as possible with some further information. We'll keep the conversation going directly via email to avoid complicating things between here and there. :)
ref: FLD-54932-394
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@bwoodruff, the syncing issue has reoccurred. I captured diagnostics reports on the iPhone and on my Mac and they've been emailed in to support+forum@agilebits.com. The Support ID number is [#AWG-77561-199].
Let me know if there's anything else I can do to help diagnose the issue.
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I've noticed the same problem with my iPad and iPhone and Mac; updates to existing items get synced but new items created don't sync properly.
New items created on my iPad don't get synced at all and the Dropbox data folder shows no updates; but when I create a new item on my iPhone, I can see an update to content.js and a new file; it syncs across to my iPad, even my Windows laptop, but not to 1Password on my Mac; even though I see the file updates in the data folder on my Mac, the 1Password app tells me it hasn't synced 25 min ago; so clearly it doesn't notice that the 1Password folder has been updated.
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I'd like to get diagnostics reports from you as well, please. We'll need a report from each of your devices:
Attach the Diagnostics Report(s) to an email message addressed to support+forum@agilebits.com.
Please do not post your Diagnostics Report(s) 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(s) 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(s) and ensure that this issue is dealt with quickly. :)
Once we see the report we should be able to better assist you. Thanks very much!
Ben
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I have sent email containing diagnostic reports of my Mac, iPhone, and iPad and received support ID [#QEF-55978-836].
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Thanks Ben - I've made a methodical test across my 4 devices and attached my findings.
In summary, I found there are 2 issues:
- 1Pwd on my Mac seems to only sync when you make changes on your Mac i.e. items created or updated on other devices didn't come through initially but they appeared after making changes on my Mac (see orange fields in the table)
- 1Pwd on my iPad is not syncing inbound but not outbound, i.e. items created or updated on other devices come through but items created or updated on my iPad are not synced (see red fields in the table)
Do you want me to email diagnostic reports again so you can see the test items I created and updated this morning?
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1Pwd on my Mac seems to only sync when you make changes on your Mac i.e. items created or updated on other devices didn't come through initially but they appeared after making changes on my Mac (see orange fields in the table)
@m w: Ah, that makes perfect sense then. Thanks for sharing that! Unfortunately 1Password for Mac doesn't have any control over that at all. It just sees when files are updated in the Dropbox folder...and really what you're describing should never happen: Dropbox should be pushing changes to your Mac almost immediately. I may be alone in this, but I have notifications on for Dropbox on my Mac, so I actually see every time a file is updated.
A good place to start would be to double check your Dropbox client settings to see if LAN Sync is enabled. I think it is on by default now. I haven't personally had any trouble with it, but in the past there have been reports that it did't work correctly in some network environments (which is why the option is there to disable it). Also, install a fresh copy of the latest Dropbox Mac client. For some reason I don't always get Dropbox updates, and have had to install them manually in many cases, regardless of the platform. And if the problem persists, it may be necessary to contact Dropbox directly. I can set a Due reminder on my iPhone and have it sync through Dropbox and show up as a notification on my Mac in roughly a second, and the same goes for 1Password.
1Pwd on my iPad is not syncing inbound but not outbound, i.e. items created or updated on other devices come through but items created or updated on my iPad are not synced (see red fields in the table)
That, on the other hand, sounds like a possible 1Password issue (provided it isn't related to Dropbox LAN Sync). I'm not, however, able to reproduce this on my end.
Do you want me to email diagnostic reports again so you can see the test items I created and updated this morning?
Yes, please! If this is a problem you're able to reproduce consistently, please do the following:
Restart your device, reproduce the same issue, setup the following logging*, and then generate a diagnostic report and send it to support+forums@agilebits.com so we can look at the logs to determine exactly what is happening:
Sending Diagnostics Reports (iOS)
*In 1Password Settings > Advanced > Diagnostics > Log Settings, enable Agile Keychain, Cloud Keychain, Database, Dropbox, SQLite, and Sync.
Sending Diagnostics Reports (Mac)
Just be sure to include a link to this forum thread and your username in the email so we can 'connect the dots'. Also, knowing your timezone and the date/time of the incident will help us find it in the logs. We will get to the bottom of this! :)
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I'm having the same sync issues with 1Password on my iPhone 5s. New logins/items created on my iPhone weren't synced to my Dropbox, even though I explicity went to Settings > Sync > Sync Now. So it appears that 1Password thinks it has synced new data, when it really hasn't. (I did notice that the Sync always seemed to finish unusually and improbably quickly)
The same problem does not occur on my iPad Pro running 1Password -- new logins/items created there sync correctly to Dropbox right away.
However: I then opened up 1Password on my iPhone 5s again, and it happened to be on the Settings screen and I could see the Sync icon rotating, and it continued rotating for a long time -- probably a full minute or so. After it stopped, I went to my Mac and got the Dropbox notification that several files had changed (band_9.js, band_D.js, band_0.js etc). I started 1Password for Mac and confirmed that now my logins/items that had been originally created on my iPhone around a week ago had finally synced across!
So it seems the sync process on 1Password on my iPhone had gotten "stuck" somehow and only just now got unstuck -- how this happened, I have no idea. 1Password on my iPhone thought it was syncing correctly to Dropbox when it really hadn't -- no files had been changed on Dropbox.
As far as I can tell the problem for me is 100% on the 1Password for iPhone side, and has nothing to do with 1Password for Mac or 1Password for Windows etc.
I'm using the OPVault format.
My local timezone is Australian Eastern Time Zone (UTC+10:00).
I've now sent in a iOS diagnostic report, and have also sent in a Mac diagnostic report although I think in my case the problem is most likely 100% on the iOS side. I haven't noticed any sync problems with 1Password for Mac or 1Password for Windows, both of which I use on a daily basis.0 -
Thanks, @44sunsets! We've received the reports. As soon as we've had a chance to review them we'll get back to you via email.
Ben
ref: FPJ-62772-381
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After upgrading to Dropbox 3.18.1 I repeated the update tests with this result:
So no change. I'll try without LAN sync next.
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I have just restarted my Mac and iPad and suddenly all devices now show the items created and changed on my iPad. I don't think the Mac restart had anything to do with this as my Mac was shutdown overnight and so this morning I had it started fresh before I started my series of tests. So looks like something on my iPad got stuck and the restart unblocked this.
I'll run through the whole set of tests again in a bit ...
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I have repeated the full set and now the problem seem to be just with the Mac version:
Interestingly, the Mac version worked now when I created new test items but didn't when I updated them.
I've sent another diagnostic report from my Mac by replying to the email chain I started yesterday [#QEF-55978-836].
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@m w: Thanks for sending that! This is a really strange, so it will be good if we can all get some insight from this. I'm glad to hear that restarting helped to some extent. While I haven't had this particular issue with Dropbox Sync, there are a number of times each week where I run into odd connectivity issues that only a restart fixes, so I can relate on that level. Thanks for your patience and willingness to work with us on this!
ref: QEF-55978-836
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