My iPhone and Mac are not syncing on my account (but both are logged in)

zbeckman

I have 1Password for my Mac and iPhone. I have an active subscription. Both Mac and iPhone are logged into my account and authenticated.

If I create or change any accounts on my iPhone they do not sync to my Mac. Changes I make on the Mac also do not show up on the iPhone.

How do I fix this?

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1Password Version: 6.8.8
Extension Version: Not Provided
OS Version: Mac, iPhone
Sync Type: AgileBits account
Referrer: forum-search:My iPhone and Mac are not syncing on my account (but both are logged in)

jin_dhaliwal

Hello @zbeckman,

It looks like you have both a family and a business account. Is it possible that the Mac and iPhone are logging into different accounts?

If that's not the case I would suggest making sure you have the secret keys and master passwords for both accounts and resetting the apps.

You can reset the apps by following these instructions: https://support.1password.com/starting-over/

Then you can add both the business and family accounts to both apps.

Please let us know if this helped. If not we can open a ticket and take a closer look.

zbeckman

1. I've checked my personal account, and found that my desktop app has not been syncing for some time. The iOS app appears to be syncing correctly. How can I be sure I don't lose any of the information in the desktop app, before I reset it? I've gone back a couple months (just spot checking) and it appears the desktop app stopped syncing some time ago... not sure how long. Losing all of those passwords and other data would be quite painful.
2. How can I be sure this won't happen again? Is there some kind of a check or status that makes it clear syncing is broken?
3. The business account is old and should be deleted. How do I go about getting it deleted?

AGAlumB

@zbeckman: I can't help with #2 or #3 yet, and I'll need some additional information regarding #1: What version of 1Password are you using there, and what vault is the data in? Thanks in advance!

zbeckman

There is good data spread across several different vaults in my family account. Apparently the Mac app (version 6.8.8) stopped syncing with the family account some time ago -- even though it shows a green "subscribed" button, and the sign-in address is definitely the family account. So bottom line, we have a Mac app that stopped syncing a long time ago, it appears to have many changes in it relative to the online account data, spread across several vaults.

zbeckman

I did a descending sort by date modified in my desktop app. It seems that any change I made after about mid-September in the app is missing from the family account database. Likewise, changes made on my mobile, or by my wife, show up in the family account... but have not been downloaded to the app.

Changes are in several different vaults; if I check my desktop app, I see data that is either missing entirely or not updated across all our vault(s). Again... the app is showing a green "subscribed" status, it is signed in to the correct account, etc. But it is refusing to sync.

AGAlumB

@zbeckman: Thanks for the additional info. I'm really sorry you're having this issue. The best thing to do will be to restart your Mac, create a new test item, and then generate a diagnostic report so we can look at the logs to determine exactly what is happening on your machine:

https://support.1password.com/diagnostics/

Also generate a diagnostic report for the device that has all of your data, if it's something other than the Mac.

Please send them to support@1password.com and add the following Support ID (including the square brackets) to the subject of your diagnostics email before sending:

[#BLD-59224-692]

If you’re reading this and you are not zbeckman, this Support ID is for zbeckman only. Please ask us for your own if you also need help.

This will link it to our current conversation. Once we see it we should be able to better assist you. Thanks in advance!

ref: BLD-59224-692