Can't see/open attachments in iOS app

Hi @stumbe,

Are you seeing this with all of your attachments, or are there just one or two that are acting up? If it's just a few, then Stephen_C's suggestion of re-attaching the item seems like a great plan.

If this issue is consistent across all your attachments, could you confirm a few extra details for me:

• What version number of 1Password are you using on Mac?
• What are you using to keep your data in sync?

@cactusj, to make sure I understand, is this a problem for all new attachments that you add on your Mac and sync to iOS? If so, deleting and re-adding an attachment on your Mac probably won't help.

Can you also elaborate on the item with 1 attachment on iOS and 2 attachments on Mac? You said it works on iOS, and one of the attachment works on Mac but has a different name than on iOS. Is it a completely different name, or the same name but with a number added (or something similar)? Is the working attachment on your Mac the same image as the working attachment on iOS? Also, when you say one is "empty" on the Mac (the one with the same name as the attachment on iOS), do you mean you can open it on Mac, but there is no image? Is it a completely gray or white area instead?

Thanks!

Hi @stumbe,

In the past did you previously use Dropbox to sync your vault? Does the problem persist if you create an entirely new item and try attaching the very same images to that item instead?

I suspect this might be the issue, let us know how you get along.

Hi @cactusj,

There might be a little confusion there, I see that adding or altering new fields is successful but in the past we've had an issue where items created some time ago and have been possibly synced over Dropbox just won't sync attachments. It isn't an issue now but the easiest way to resolve these is to simply create a new item and copy everything over.

So what I'm wondering is, using the exact same attachments, does the issue happen with a brand new item? If a completely new item works then it seems this is the likely cause. If it persists we're looking for something else and we may ask for a diagnostic report.

We've got a bug regarding secure notes that we're hoping to clear up soon which sounds like the second issue you're reporting.

Hi @cactusj,

To try and eliminate as many variables as possible for this test it would be safer to create a brand new item rather than a duplicate. This is the most basic way of creating an item and if that doesn't work then we ignore other ways too. If you're curious you can of course try both paths and we'd both learn something from it. I would myself but unfortunately I don't have any items that display this behaviour any more.

If you've used quite a few versions of 1Password, including 1Password 3 then your vault will at some point have been stored in an .agilekeychain bundle which is what Dropbox uses. That may be what connects you to this bug if indeed I am correct with my suspicions/assessment.

Please do keep us informed.

Hi @cactusj,

Having conferred with a dev there are a couple of potential routes to try. Do you still have the older item known to not be working? I ask because it will serve as a good litmus test for the suggestions below.

The easiest solution to attempt is to disable iCloud Sync on all of your devices and then erase the iCloud sync data. I'm told that creating fresh sync data may work. You can erase the iCloud Sync data on your Mac using the following drop down menu option in 1Password Help > Troubleshooting > Erase iCloud Data but it's best not to do so when you're syncing on devices to avoid any potential gotcha. If you need guidance in how to disable sync on your various Apple devices let us know.

The next step up would be the more severe strategy of exporting your vault, moving the existing data and creating a fresh new vault from scratch. We can do that and guide you through the steps if you wish but it's probably best to see if the easier route works first.

Let us know how you get along with that suggestion and if we need to we'll cover the latter.

Hi @cactusj,

This should be what you need.

General Warning to all users. This is an advanced topic and you had better know exactly what you're doing. Your data is at risk if you don't.

Exporting your vault(s) to start over in 1Password 5.1 for Mac

It is assumed the that primary Mac will have a complete set of vaults that are on your other devices. If this is not the case please do not follow these steps.

1. Disable any syncing you are currently doing on all of your devices. In 1Password for Mac you want to enter 1Password's preferences and switch to the Sync tab. Select each vault in turn from the list on the left hand side and change the drop down menu in the right hand side panel to None. Confirm you want to disable syncing and tick the Delete data from XXXX checkbox as you want the old sync data removed. For iOS devices you will want to open 1Password for iOS and enter the Settings page. From there you select the top option titled Vaults. For each vault in turn you want to touch the little blue i to the right of the vault name. The top entry on this next page will say Sync Service if you are syncing the vault, otherwise it will say Start Syncing. If it says Sync Service select that line to reach the required Sync page. At the bottom of this page you will see an option titled Disable Sync. Select and confirm you with to disable sync. See the image at the end of this post for the iOS screenshots.
2. With sync disabled everywhere, open up 1Password for Mac and use the File > Export > All Items... on each vault you have. It is important the file format is set to 1Password Interchangeable Format (.1pif). This will result in a .1pif folder per vault.
3. Follow the steps in our Starting Over guide. I have one exception. If you are a Mac App Store customer then after step 2.2 (where you've moved the 2BUA8C4S2C.com.agilebits.onepassword-osx-helper folder I would also move the com.agilebits.onepassword-osx folder in ~/Library/Containers/.
4. Follow the steps in our Running 1Password for the first time guide and create a new primary vault.
5. From your primary vault create as many new secondary vaults as you require using 1Password > New Vault...
6. With each vault active, import the .1pif file for that vault using File > Import... option. Selecting the .1pif folder (not the contents) will enable the Open button.
7. With all .1pif files imported, check your vaults to ensure everything looks good.
8. If all is correct move the .1pif folders to your Empty Trash and then use the Secure Empty option which you can find in Finder > Secure Empty Trash... We want to do this because .1pif data is unencrypted and so not safe to keep long term. You can delete the folders dragged to your desktop in step 3. although if you want to keep them for a little longer it isn't as bad because they are at least encrypted (although using your older encryption keys).
9. Re-enable Syncing in the copy of 1Password where you created the fresh new vault. This sync data, be it iCloud or one of our own formats, .agilekeychain and .opvault, will have the new encryption keys from your fresh vault.
10. Personally I'd then follow the Starting Over guide for all my other Macs and then follow the Getting started again on a new computer guide. For iOS devices running version 4 we have this Starting over guide, for version 5 users they can clear data and settings by using Settings > Advanced > Erase Data and Settings. For both versions you can then follow the Existing 1Password user guide.

Screenshots of how to disable syncing in 1Password for iOS.

That would result in fresh vaults on all devices using the new sync data with the new encryption keys.

Please take the time to read all the steps thoroughly and make sure you feel happy about what it all entails. Any questions do please, please ask.

Thanks for letting us know!

Thanks for the update @stumbe! Glad to hear you were able to get things working. :)