iPad Teams user issue
I have one user who has successfully set up Teams on an iPad Air, and saved several items, but after he logs out, the app acts like he's never logged in before and insists on scanning his QR code again. When he does this, and enters his master password, it says that's already been set up on the device, won't let him in, and goes back to the initial setup login. It won't simply ask for his master password. The only way we've gotten around this is to delete the app entirely and re-install. However, after the successful re-setup, it does the same thing again.
1Password Version: latest
Extension Version: latest
OS Version: iOS 9.3.2
Sync Type: Teams
Comments
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Hey @boatdriver,
Wow that sounds like some abnormal behavior! :(
Is your user able to login to their account at 1Password.com?
Are they using version 6.4.2, which was released on June 6th?
If they can log into the 1Password account and are using the latest version of the app it sounds like the Agile Bits guys are gonna need to respond here.
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Hi @boatdriver ,
I’m sorry to hear that your teammate is having difficulty with 1Password Teams on their iPad Air. I’d just like to clarify something you mentioned, to make sure I’m understanding the situation correctly.
You said that "after he logs out, the app acts like he's never logged in before and insists on scanning his QR code again.”
In this case, does ‘logging out’ refer to leaving the 1Password app, or is your teammate signing out of their 1Password account from the Settings > Accounts screen in 1Password? Of course, if they are just quitting the app, they certainly should not have to go through the sign in process again.
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It happens when he just quits the app. I will double check all his versions today, but it is a freshly wiped and restored iPad Air, and he has never used 1password before, so the version should be the latest. No other problems on other devices so far.
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@boatdriver thanks for clarifying. This is a known issue, and it would be helpful to get a Diagnostics Report from that user.
I'd like to ask you to have them create a Diagnostics Report from their iPad:
Sending Diagnostics Reports (iOS)
Attach the Diagnostics Report to an email message addressed to support+forum@agilebits.com.
Please do not post the Diagnostics Report in the forums, but please do include a link to this thread in an email, along with your forum handle so that we can "connect the dots" when we see the Diagnostics Report 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. :)
ref: OPI-3534
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Ok, diagnosis report has been sent with a link to this thread and my handle in the email. The support # he got back is [JZJ-48523-713].
Accomplishing the diagnostics report required a deletion of the app from the iPad and a re-install, as he was unable to sign in as described in my original report.
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@boatdriver Yes, unfortunately that is a necessary step with the Diagnostics Report :(
I was able to find your email and I've connected the dots. We'll follow through there to keep the conversation in one place :)
ref: #JZJ-48523-713
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Interestingly enough, the problem seems to have resolved on this particular device after this latest (3rd) re-install. The master password is now functioning as expected, with no more demands for the account key. ¯_(ツ)_/¯
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Excellent! Thanks for the update. While I'm glad to hear that it's working now, we'll continue to pursue this to see what we can do to prevent this from happening in the future. Thanks again for your patience and willingness to work with us on this issue!
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