Unable to do initial Wi-Fi sync on setup from Android to Mac
Hello,
I installed the 1Password Android app on my Huawei P9 Lite phone running Android 6.0. My Mac is running OS X 10.11.5.
In the setup, I choose "Already have 1Password Data somewhere else?", and then "Wi-Fi Sync". On my Mac, the "Run a Wi-Fi Server" box is ticked. The Android app then gets stuck on "Looking for 1Password on your network".
I have tried with both Apple and Little Snitch firewalls disabled, as well as Sophos Antivirus disabled.
There are no firewalls or antivirus apps on the Android.
I should mention that Wi-Fi sync works fine from my iPad with firewalls and antivirus running.
Any ideas?
Kind Regards,
iason
1Password Version: Android: 6.3.3; Mac: 6.3.1; iPad: 6.4.2
Extension Version: Not Provided
OS Version: OS X 10.11.5
Sync Type: Wi-Fi
Comments
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Hey @icl. I'd like to ask you to create a Diagnostics Report from your Mac:
--Mac--
https://support.1password.com/diagnostics/?macThen attach the entire file to an email to us: support+forum@agilebits.com
Please do not post your Diagnostics Report 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 in our inbox.
A short note here once you've sent the Report in will help us to keep an eye out for it. :)
Once we see the report we should be able to better assist you. Thanks in advance!
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Hi Peri,
Thank you for the quick reply!
I have created the diagnostic report and emailed it to you.Kind Regards,
iason0 -
Thanks!
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:+1:
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I am having the same issue. I've been syncing for quite a while until yesterday. Suddenly it wouldn't work. I uninstalled the Android app and reinstalled it. Stuck on the initial sync. I am going to email a diagnostics report.
Thanks!
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Thanks for reporting this issue, @shane.aldrich. I'd like to ask you to create some Diagnostics Reports from your Android device and your Mac:
---Android---
https://support.1password.com/diagnostics/?android---Mac---
https://support.1password.com/diagnostics/?macThen attach the entire file to an email to us: support+android@agilebits.com
Please do not post your Diagnostics Report 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 in our inbox.
A short note here once you've sent the Report in will help us to keep an eye out for it. :)
Once we see the report we should be able to better assist you. Thanks in advance!
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@peri I can't get a diagnostic report from Android due to the fact it won't do the initial sync. Any other way to accomplish this?
Also, I already sent the Mac diagnostic report to support+forum@agilebits.com
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That's fine, @shane.aldrich. I should have realized that would be the case from your initial post. Could you please go ahead and send the report from your computer? I'll take a look for antivirus software, firewalls, or any errors might show why 1Password on Android can't connect. :)
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@peri Did you receive my email?
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I haven't seen any emails from the address you have listed here. Did you receive an autoreply with the ticket number? If not, could you please try sending the report again? Thanks!
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What is the best email to use? I sent it to support+forum@agilebits.com
Should I use the one for Android? Is there one for Mac?
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@shane.aldrich It looks like you have the right address and support+forum@agilebits.com will come to us indeed. However, I'm not seeing any recent emails from you at all. Can you go ahead and try sending it to support+android@agilebits.com instead? You should get an autoreply with a support ticket ID shortly after, and if you could post that here I'll be able to find the report. Thanks!
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I'm not sure what's going on. I still haven't received an autoreply or a support ticket ID.
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@shane.aldrich: Definitely check your spam/junk folder, as some folks report that it ends up there for some reason. The Support ID will be in the autoreply, and it will be from
AgileBits Support <support@1Password.com>. Adding that to your email filters as "allowed" or something similar will prevent you from missing further emails from us, and it doesn't hurt to send another after you've set that up, just in case it was being blocked from being sent at all on your end. Let me know what you find!0 -
@brenty it's not in my spam folder either. I checked that yesterday and this morning. Still nothing.
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@shane.aldrich Can you try sending an email without a diagnostics report to support+android@agilebits.com? I'll reply to your email, and we can see if you can attach the report in a reply. Thanks!
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Just sent it.
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OK. I just got an autoreply with support ID #XTA-99322-893
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Ah, yep! I see we've received your email, so we'll continue the conversation there to avoid confusion. :)
ref: XTA-99322-893
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