My Mac is not syncing with my 1Password account
My Mac will not sync passwords and other edits I make on my iOS devices in real time. I need to restart the Mac for the updates to be made. I appear to have the correct vault in the sync settings, and nothing I can find is not set correctly.
Any idea why I need to restart the Mac to update, and a cure?
Thank you.
1Password Version: 7.1.2
Extension Version: 4.7.3.90
OS Version: OS X 10.13.6
Sync Type: 1 Password account
Comments
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@drrich711 - my guess would be something in your local network setup, though without looking more closely, it's difficult to say. You should not need to actually restart, however: in 1Password 7 for Mac, locking and then unlocking with your Master Password or Touch ID should force a sync with the 1password.com servers. Let me know if that does the trick (you can lock 1Password with the
^⌥⇧⌘Lkeyboard combo).0 -
@Lars @drrich711 I am also having this problem and have tried locking and unlocking 1Password. I mentioned it in my question this morning. I also cannot get into my 1password account on the web for the reason listed below.
https://discussions.agilebits.com/discussion/96654/trouble-accessing-web-version-of-1password#latest0 -
@drrich711 - 1Password for Mac doesn't "continuously sync" even when you're using a 1Password account, that would be problematic. What it does do is push updates to the server when changes are made, and there is a notifier which should receive changes made on other devices which have been pushed to the server and need to be changed locally. That's why I mentioned something either on your device or in your network setup, because on their own without interference, that should happen pretty smoothly and quickly; you should definitely not need to lock/unlock 1Password for Mac in order to sync. That means something's likely interfering with the notifier. Do you run AV software or other network filters/proxies like Little Snitch or HandsOff?
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@Lars I am still not syncing either and do not have any software running that you mentioned. And, are you able to help me with the 2FA question I have that is preventing me from logging into 1password.com? I submitted a question (see above) yesterday morning but haven't had a response yet. Thank you.
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@BLD - we've had requests for that in the past, and always resisted adding it, because if there are issues with sync, they need to be addressed directly instead of papered over with a "force sync now" button. We also place a pretty high bar on adding another button/option/toggle into the 1Password interface that comes with increased complexity and the everpresent possibility that someone will not understand it or attempt to use it in a way it wasn't designed to work. Given that you were working with your son remotely by telephone and that you solved the problem with a quit/restart approach, I don't think there's much I'd be able to glean directly from any kind of diagnostics report or logs. But I will say that although we continue to get reports of sync delays in various 1Password native clients that are using 1password.com accounts, we've yet to find one "in the wild" that turned out to be a bug in the 1password.com server/client notifier itself; it always ends up being either a local network configuration issue or having shut off wi-fi temporarily (on a mobile device, for example), or similar issues. That's not to say you couldn't have discovered such a bug, only that it would be a novel experience for us. What I'd recommend is that your soon look into what his setup is on the school (dorm, whatever) wi-fi. Was he in the library, using school wi-fi? Or on his own, tethered to an iOS device using a cellular network? Something else? If he's interested (and can get back to that specific network setup), you can try having him sign into his 1password.com account in a browser and updating the title of an item (for example) and seeing whether/how quickly it syncs to his Mac/iOS device.
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However, as hard as I know these types of bugs are to track in the wild, I still feel that the issue is 1P's to solve.
How? I don't mean that flippantly, I mean it quite seriously: how should we, in advance, troubleshoot a near-infinite variety of local network issues, each often specific to hardware and/or configuration (that's out of our control or even visibility) of a single user's setup? We already do take steps to mitigate or solve a variety of issues that need not be detailed here but could potentially be problematic for numerous users, and we're willing and able to help when individual users have specific problems. What I don't think we should try to do is attempt in advance to anticipate individual users' issues and try to provide code-based work-arounds for them all. It's just not possible, and would require too much of our time and effort that could be otherwise used improving 1Password in other aspects.
To be clear, locking 1Password for Mac and unlocking it should always force a sync. Fully quitting 1Password - as you did - would amount to the same thing, since that also locks the local database.
I certainly hear you in regard to taking up your son's time at an inopportune moment and thereby casting doubt (even if momentarily) on your "IT Dad" cred. We use a websockets-based notification service to notify client apps that there are changes for them to pull down from the server, and what you're describing seems to me as if the connection between it and 1Password for Mac is being interfered with in some way; if you look in your IPS/firewall logs, the hostname that you should see would be
b5n.1password.com, on port 443. That connection is what tells 1Password that there is new data, so when you get a free moment (and your son does too), you may want to see if that's being blocked by something in his network environment. Hope that's helpful. :)0 -
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@BLD - you're not wrong: it WILL feel like a bug to end users -- or at least (if they're not conversant in computer conventions/nerdspeak) just something that doesn't work correctly all the time and therefore is only partially trustworthy. And that's not a great reputation for a security product to acquire, even if it is only one person at a time. I've passed along your thoughts to the 1Password for Mac development team, and while I'd be straight-up fibbing if I told you I had any idea what the outcome would be, I think it's worth re-evaluating. We actually do quite a bit of that around here, much more than it probably seems from outside as a user: the landscape is always changing, and so it would be tantamount to malpractice for us NOT to do so. But we aren't always thinking of everything and we don't always get it right on the first try, which is why feedback from users - both knowledgeable and less so - is SO valuable to us. Thanks again, very seriously, for being willing to take a part of your own time and knowledge - not to mention your experience as an end-user - to share with us.
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:) :+1:
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Good morning @BLD ! Thanks for keep up such a great dialog. We (the dev team) have been chatting about this one this morning. We came up with a pile of questions I was hoping you could answer for us to try and lock down where things are going sideways for you.
- Is this at work or at home? (is it a corporate environment setup issue, proxy servers, vpns, firewalls, network configurations)
- If at home, do you have any special software you have to run as part of using these devices for work? (in an attempt to capture proxy servers, VPNs, etc)
- Are you using any antivirus or security software like firewalls, VPNs, proxy servers, system-wide ad blockers, network-wide ad blockers, etc?
- Does sync actually work if you lock and unlock?
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Thanks for the information. Something that stuck out to me was the Pihole here, so I'm wondering if maybe it's doing something to make this interesting enough sometimes.
I'm curious if you can take a look through the logs on your Pihole when this happens or see if you can determine if the following URL is ever blocked:
wss://b5n.1password.com/It'll probably look a bit like gibberish at the end, you'll have something like:
wss://b5n.1password.com/<account uuid>/<user uuid>/<device uuid>I'm guessing it's a bit of a long shot here, though other tools that may try to interpret URLs as being malicious could possibly see the UUIDs in the URL as strange, which could cause blocking as well.
At this point I'm hoping we can try to find a way to actually rule Pihole out entirely with sufficient evidence that it's not the problem. It'll be one less thing on the list.
In the few reports we've seen of this the logs do not indicate there being a problem, so it's almost as though traffic is being lost in transit.
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Thanks for that information about pihole. Lengthy response incoming so you can see things from my perspective, which I hope will make a lot more sense of how I'm approaching this issue.
In this case, what we are seeing is that the web socket connection between the app and the notifier is staying open. We're seeing no disconnections or anything take place. This is why I suspected that Pihole wasn't the cause, as I imagine it would outright block the original connection. So far as the app is concerned it seems things are "fine."
With that in mind, the questions I need to answer are basically:
- Is there a bug preventing the server from sending a message to the clients to sync?
- Is there a bug in the client apps that prevent it from processing the request to sync?
- Is there something blocking the message from the server to the clients such that the client doesn't know it needs to sync?
Number 1 is possible, but I think we'd see more widespread issues here. We did make some changes to the notifier server recently to try to reduce the load on our servers so it's entirely possible in some small way we've made a mistake there. I'm not going to rule that out but we'd also see this on Android and Windows devices if this were the case... so far, at least that I've seen, it's limited to Mac and iOS devices I don't want to go down this route yet.
Number 2 is far more plausible but I'd also expect it to be more widespread... and on top of that we haven't made any direct code changes to this I don't think recently, which means either this is a long standing bug or one that has somehow been impacted by moving of code. We have been doing a fair bit of moving code around in 1Password 7. Certainly not unlikely but again if something is broken like this I'd think we'd see more widespread issues because something breaking in this scenario is outright breaking every time, not failing after some period of time.
Given that this is happening to a fairly small number of people I'm less inclined to believe it's anything other than 3 at the moment, but that's why I'm trying to rule these things out. In the past, 9 times out of 10 these issues are almost certainly client side on user's devices and due to other tools causing havoc. That doesn't mean this is guaranteed to be that, but my experience troubleshooting issues tells me it's where we should start because if we assume it's a bug on our side instead and we have no way to recreate it we're going to go down a rabbit hole that we never get out of chasing a bug that doesn't exist.
Regarding displaying sync errors. This is tricky, we want the experience to be seamless for users. We don't even call it "sync" anywhere for good reason. 1Password.com Accounts aren't simply a sync solution so saying it's a sync solution, or implying it, is kind of disingenuous and starts making comparisons to other sync solutions which aren't even in the same ballpark with regard to features and power. We really want to avoid that and would much rather find a solution that doesn't require showing the user anything. I'll happily agree that silently failing is bad as well, but this isn't as easy as showing an error I don't think. At least from our perspective, I'll also concede that it seems easiest to you but that conflicts with our desires to hide complexity and provide the type of user experience we are aiming for.
If you're willing I'd love to get a diagnostics report from one of your machines while the issue is happening. Instructions here:
https://support.1password.com/diagnostics/
Once you've sent the report in, you'll get an email response with a ticket ID in it. Please simply respond back here with the ticket ID and we'll be able to find it in our support system. I can then take a look at the report and see what I can determine, if anything.
Also, can you give some basic idea of network configuration where you're encountering this? Router make and model, any particular networking hardware that may exist in between your devices and the internet. That type of thing. I'm not looking for a full topology of your network or anything but like Pihole, application firewalls and other software could potentially be too aggressive and see some requests as potentially malicious and block them. Right now this information will mostly be asked for everyone so we can see if there's any consistency with what we're seeing there. Is everyone using the same brand router? If so that's a possible clue.
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Hi @BLD
We have another customer contacting us via email in our support system who may have helped us discover what is causing this. Thing is, I'm not familiar enough with the Apple Airport router to determine how to possibly test it.
What we've discovered is that some routers/firewalls will close out connections when there's no activity on the connection for a period of time. What may be happening is that the router/firewall is destroying the routing table information to map one to the other but our client may simply keep the connection open and never close it out, thus never get a reconnection.
I'm not sure how familiar you are with the Apple Airport routers but it may be worth looking through the settings to see if there's anything related to keep alive type of settings that you can change.
I'm using a Ubiquiti EdgeMax router and am not experiencing this issue, so I suspect there's some setting somewhere that some routers have enabled that others may not that is causing this to happen for some users but not the others. Assuming we're on the right path here of course.
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Hi @BLD,
It's not so much as "Apple compatible routers", routers silently dropping websocket connections. Some routers do this if there's no activity on the socket for an amount of time. The client and server are not notified; messages just aren't passed through any more. We are looking into improvements to help keep the socket alive. So this may solve your issue.
While there's always a possibility of a bug in the client, from looking into the code where this happens, I can't see it only happening for some customers and not all. And it's definitely only an issue for some customers. We can/will look into putting additional diagnostic information in that section of the code, so that if it is a failure there, it'll log it, and show up in the diagnostic reports.
Cheers,
Kevinref: apple-3115
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