Unable to sign into account during setup on iPhone

chella

Mac OSX 10.11.4. wifi sync option is shown in this doc: https://support.1password.com/guides/mac/sync-wi-fi.html?q=

As the title states, there is no Wifi Server option in the menus. Why?

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1Password Version: 6.3
Extension Version: Not Provided
OS Version: 10.11.4
Sync Type: wifi
Referrer: forum-search:mac desktop app isn't showing wifi sync option as shown in docs

Drew_AG

Hi @chella,

I'm sorry you're having trouble finding the Wi-Fi Server option!

Do you happen to have a 1Password Teams or 1Password Families account, and did you sign into that account when setting up 1Password on your Mac? If so, that explains why you don't have a Wi-Fi Server tab in 1Password > Preferences. Similarly, you won't see a Sync tab in the preferences either. That'a because data in a Teams/Families account is hosted on our own secure servers, and copied between those servers and your devices. If you want to have your data in 1Password on another device, you don't need to use one of the sync options - just sign into your Teams/Families account on that device.

Does that help to explain why you aren't seeing the Wi-Fi Server tab? If I'm mistaken and you aren't using a Teams/Families account, please let us know. Or if you need help with something else, we're here for you! :)

chella

Hi Drew! Thank you for your response. I am on a team, however my coworker who is also on the team has the wifi option. When I try to sign in directly to my iOS device, I receive the error:

1Password Account Already Added

This member from -- has already been added to 1Password and cannot be added again.

You can add members from other Teams and Families.

Pilar

Hi @chella,

I'm sorry to hear you're still having some issues setting up 1Password. You can enable local vaults and share them in the traditional methods, that's why you coworker has been able to do it. However, what you need to do is to get your account properly working on your iOS device. It tells you that you've already added the account, can't you see any of your information? If you go to Settings and then 1Password accounts can you see your team account on the list at all? If you create an item on your iOS can you see it on your computer?

This will help us figure out what exactly is going on with you :chuffed:

chella

@Pilar, I am unable to view settings or create items on iOS because I cannot get passed the initial screen. See screenshot.
I can confirm that I see my team on the desktop application.

Drew_AG

Hi @chella,

I've moved this thread to our iOS forum, since it turns out you're actually having trouble with 1Password for iOS. I hope you don't mind!

Thanks for the screenshot, it's helpful for us. On that first screen, you will want to tap the option for "Sign into 1Password account". Then you should be given the option to either Scan QR Code or Sign in Manually. Which one do you select? And at what point do you get the "1Password Account Already Added" message? If you can walk us through the exact steps you're taking and what happens when you do that, we should have a better idea of what's going on.

Also, in case it helps, we have steps to sign into your Teams account in the user guide here: Family or team account: new user

Thanks in advance! :)

chella

@Drew_AG I don't mind at all! I've tried both Scan QR Code and Sign in Manually. When I complete all the steps on either option, I receive the same message as shown in my previous screenshot.

I've followed the exact steps in the mentioned guide, however after step 6

Enter your Master Password, then tap Save Account.

is where the issue occurs and where i see the previously uploaded screenshot.

Megan

Hi @chella,

Thanks for clarifying! We’ve heard a few other users report similar issues, and we’re currently trying to track down the cause. In order to help us out, please send in a Diagnostics Report from your iOS device:

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!

chella

Hi @Megan

The linked guide in your previous message assumes I can log in. I cannot get passed the initial Welcome to 1Password screen, and thus, have no in-app settings to access.

I did however check the diagnostics via the iOS settings itself, and did not see any diagnostics related to agilebits/1password.

Drew_AG

Hi @chella,

I apologize for the confusion about that! You're right - you won't be able to generate a diagnostics report with that option if you're stuck in the setup process of 1Password.

We actually released a small update for 1Password 6 for iOS today (version 6.4.2). I don't know if it has changes specifically related to the problem you're running into, but I wanted to ask you to install that update (from the App Store on your iPhone) to see if it makes any difference. After the update is installed, are you able to sign into your account during the setup?

chella

Hi @Drew_AG,

I can confirm that I am still experiencing the same behavior even after updating to the latest version of 1Password for iOS.

More info for you: iPhone 6s+ with iOS 9.3.2.

khad

@chella,

Try completely deleting the 1Password app from your iOS device, restarting your device, then reinstalling the app. I'm wondering if there is some weird caching going on somewhere.

chella

@khad that did it! I was able to log in :smile:

Steps:
Uninstall 1password
Hard reset on the iPhone
Install 1password

Everything works beautifully. I guess it was indeed some weird caching thing. Thank you so much for the help, everyone!

khad

Woohoo! I'll be honest, @chella, it was a bit of a shot in the dark. But for a clean install, there wasn't much else to try. I'm really glad that did the trick. :)

Have a fantastic rest of your week!