I am having some fundamental set up issues .... how do I get help

Hi @Chris_Gargano,

I tried to pay using the 1password identity saved and credit card saved data in my 1password app on your website and it did not fill either .... should have been my first indication of issues to come.

We do apologize about this, it's a recent bug we found and will be fixed soon. You can use this workaround I've posted to work around this bug.

1. Couldn't see the secondary vault with the Mac .... it was in dropbox but could not "select the secondary vault"

Could you clarify how your Dropbox accounts are set up, are you guys using the same Dropbox.com account or two separate Dropbox.com accounts?

In the process of doing this the secondary vault was wiped off my PC (as best I can tell) .... also, when I go to dropbox it is gone .... how ever on my wifes mac it is now visiable as a secondary vault

Dropbox does have a 30-day restore process you can use to restore any unintentional removals but let's not do anything until we get a chance to look at everything first.

When she tries to use the data by selecting the logins .... some work, some work but require you hit the "login" button and some just go to the website with no data input.

Depending on how you saved the data, that can happen because of the way the site is designed, not all sites are properly designed to smoothly log you in with 1Password. We'll figure this out after we get you and your wife devices set up and in sync.

This morning I tried to turnoff the dropbox sync on my PC ... thinking I could isolate her mac and perhaps use that "secondary file" as the source file for all of our IOS devises and just leave my PC file as a stand alone for me. However .... I see that my 1password file has a "dropbox" in it's file name so I am concered that it will push to dropbox and to other devises and screw that up.

Do not do anything, just let us help you.

To get an accurate picture of how everything is currently set up on all of your computers and devices, we need you to email us your diagnostic reports from all of the devices. This guide will explain how to do this for all platforms you're using: https://support.1password.com/diagnostics

There's a platform chooser in there, so you can switch between Mac, Windows and iOS.

It would be easier if you can send everything in one email but that will be difficult to do on the iOS, so first, generate the report for iOS and email it to us. After you email to us, you'll get an auto-response with an ID in it, use that ID for the other two platforms. 1Password will give you a file for both Windows and Mac, email both to us with the ID inserted in the subject line, so we can connect the emails.

Once you sent the reports, please let us know here so we can confirm we have all of the emails.

Thanks!

Hi @Chris_Gargano,

We have not downloaded 1Password to any IOS device at this time. It is on my PC and her Mac. Given the issues we were having we chose to pause until we could get the Mac and PC working. I will send diagnostic report for one and await the reference number and then send the other.

You don't have to do that because you could send both files in one email on the computers, the reference ID is only needed for the mobile devices as you can't attach files in the email client there, thus more than 1 email needs to be sent to us. However at this point, just send us anything you have, we'll start from there.

Re your question about dropbox account .... we only have one account as we assumed that would be easier. We were going to link all devices to that one account.

It is not always easy but sharing a folder between Dropbox accounts is just as easy. However, thanks for the info as that does make the issue even stranger since the files should be consistent on both PCs and Macs.

Went to the help .... diagnostic report generator and hit save to file. Nothing happens .... the drop down just disappears. I assume the report is generated within a couple minutes.

It should be mere seconds. Is this happening on a Mac or PC, or both? Can you tell me what versions of OS and 1Password are installed?