Item showing up in iOS but not on OSX

derril
derril
Community Member
in Mac

Hello,

When I search on iOS (in this case "Sense") I find the item i'm looking for, but when I search on OSX that item doesn't show up. (There are 5 results on iOS and 4 on OSX.) The same results are shown in the OSX app and browser extensions.

iOS: 6.3.1
I'm running the beta on OSX (6.3-BETA-10).

Thanks

1Password Version: 6.3.BETA-10 (630010)
Extension Version: 4.5.6.5
OS Version: OSX 10.11.4
Sync Type: Dropbox

Comments

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @derril,

    Thanks for reaching out to us about this! Sorry to hear you're having some trouble with that.

    The first thing we'll need to know is: Are you missing that item from 1Password on your Mac entirely? Or is it there, but simply doesn't show up in search results when you search for the word 'Sense'? From your description, I'm not sure if the problem is a missing item or the search not working as expected. Are you able to find that item on your Mac if you search for a different word it contains, or if you look through your list of items? Does the item count in 1Password on your Mac match 1Password on iOS, or it is one less?

    If the issue is that the item is missing from 1Password on your Mac, do other items & changes sync correctly between Mac & iOS? For example, if you create one new item on your Mac and another new item on iOS, do they both show up on both devices after Dropbox sync completes?

    Thanks in advance! :)

  • derril
    derril
    Community Member

    Hi @Drew_AG ,

    I can't find it using anything method: search, search all fields ("Sense" is in the item name), or browsing through the list (all items). The actual name of the item is "Sense (Sleep)". I've tried searching for "sense" and "sleep", but it doesn't show. Also just tried with my email address (the username on the item) and it doesn't show.

    It's showing under "Best Match" on iOS.

    I've just created a new item on OSX and it shows up on iOS.

    BUT...Just created an item on iOS and it's not showing up on OSX, which I'm guessing is the case with the Sense item. So, I guess that's the issue. Any ideas?

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @derril,

    Thanks for the additional details! It sounds like this is a sync problem, and that items you add on iOS aren't syncing to your Mac for some reason. That's a strange problem, but I'm positive we'll be able to solve it.

    The first thing I'd like you to try is to restart 1Password mini on your Mac: From the main 1Password app, go to Help > Troubleshooting > Restart 1Password mini. You'll need to unlock 1Password again. When you do, look for either of the missing items. Do they show up now?

    If not, you can try resetting Dropbox sync. First, it's a good idea to backup your 1Password data as a precaution. On your Mac, open 1Password and go to File > Backup. On your iOS device, you can follow these steps to backup your data. When you're ready, go ahead and follow these steps to reset Dropbox sync:

    On your Mac:

    • Open 1Password and go to 1Password > Preferences in the menu bar.
    • Click the Sync tab, then change the sync from Dropbox to None.
    • Click the box to Delete data from Dropbox, then click Disable Sync.
    • In the Sync preferences, change None back to Dropbox.
    • Click the Choose button and select your main Dropbox folder (then click Open).
    • Click Create New to create a new sync file in Dropbox/Apps/1Password.
    • Allow Dropbox to fully sync.

    When you open 1Password on your iOS device, it should give you an error once it realizes the sync file was removed from Dropbox. You can follow these steps to re-enable Dropbox sync:

    On your iOS device:

    • Open 1Password and go to Settings > Sync > Primary > Start Syncing.
    • Choose Sync with Dropbox, then tap on the name of your Dropbox account.
    • When asked to choose a vault, choose the new sync file created in Dropbox/Apps/1Password.
    • Enter your master password if prompted.
    • You might be prompted about merging vaults, which is normal.

    Once Dropbox sync completes, you should have all the same items on both your Mac and iOS device. Please let us know how it goes, and if it's still a problem, we'll continue from there. Thanks!

  • derril
    derril
    Community Member

    Thank you! That seems to have solved it.

    Only question now: I seem to have 2 vaults (in addition to the 2 other separate vaults). I have one here: Dropbox/1Password/1Password.agilekeychain and a second: Dropbox/Apps/1Password/1Password.opvault The other 2 vaults are located in Dropbox/1Password/. Should I delete one of them (to avoid confusion) or are they both important?

  • AGAlumB
    AGAlumB
    1Password Alumni

    Should I delete one of them (to avoid confusion) or are they both important?

    @derril: Ultimately only you can answer that, since we don't know (and don't want to) what's in your vaults, and even if we did it's really up to you what you keep and what you get rid of.

    If you open 1Password and go to Preferences > Sync, you can check each vault listed there to verify the path. Those are the vaults that you almost certainly want, since you're using them. That will allow you to narrow down which vaults stored in Dropbox are which, and you can also double-click any other vaults in Dropbox to open them in 1Password to check their contents before deleting them. Those can also later be removed from 1Password by switching to them in the app and selecting 1Password menu > Remove (vault name).

    I hope this helps. Let me know if you have any other questions! :)

This discussion has been closed.