1pw does not sync updates between windows and my iPhone

Hi @jDargin,

Thank you for reaching out!

If you are using 1Password account, you do not need to set up any sync option. Could you please specify the name of the vault that you are using in 1Password on your iPhone and Windows PC? Is it Personal?

Also, please tell me if you are using any kind of VPN or proxy on your side.

Thanks!

++
Greg

@jDargin - that sounds very much as if you have two separate 1password.com accounts created. Could that be the case? If so, you would have a different Secret Key for each account. What you need to make sure is that you're using only the account you wish, on both devices. Using one account on one device and the other on a different device will mean no sync between them (since they're different accounts) and also that you're likely paying twice the amount you need to be paying (unless one of the accounts is frozen or deleted, in which case you can't add/delete/make changes to it anyway).

@jDargin - The easiest way would be to look at the accounts themselves in your respective devices. In 1Password 7 for Windows, click the Accounts tab and mouse over your account. Look at the Secret Key in particular. On your iPhone, open Settings > 1Password Accounts, choose your account and look at the Secret Key there. Are they the same? I'm guessing not -- and I'm also betting one of them will show the account it's using as Frozen. You want the one that's showing as active. Once you determine which one that is, you'll only need to sign out of the disused account in whichever device is using it, then sign into the correct account.

Regarding billing, are you being charged for two accounts? If not, then you're probably OK. All 1password.com accounts come with a 30-day free trial, so your current account may not have passed that period yet. If you're still not sure, you'll need to email us at support+forum@1password.com -- we can't discuss details of specific accounts in this public forum. If you decide to do that, make sure you include your forum username and a link to this thread, so we can "connect the dots." You'll also receive an automated reply from our "BitBot" assistant, which will contain a support ID number. Please post that ticket # here to help us locate and expedite your request.

@jDargin - if you have anti-virus or other filtering software installed on your PC that may very well be at least part of the problem, depending on the specific app/service and settings. So, yes, I'd like to ask you to create some diagnostics reports, one from each of your devices.

—iOS—
https://support.1password.com/diagnostics/?ios

—Windows—
https://support.1password.com/diagnostics/?windows

Please add the following code (including the square brackets) to the Subject line of your diagnostics emails before sending them:

[#YUT-93176-991]

This will link your diagnostics to our current discussion. We'll take a look and let you know what we find out.

For anyone else reading, please note: this ID is for @jDargin only. If you’re experiencing the same issue and need help, please ask us for your own ID.

ref: YUT-93176-991

@jDargin - hmmm, one of those two says it exceeded our inbox size limitation? That's 27MB, which I would think would be difficult to hit with just text-based diagnostics reports. Was there something else large attached to that one? And can you re-send it?

@jDargin - thanks. I received it; will reply via email.

There are many error messages in the diagnostic report "pipe error, 60 seconds before restart" . as well as this msg "Refusing helper connection from "C:\Windows\explorer.exe", because of untrusted certificate." I don't use internet explorer so this is confusing.

@jDargin: explorer.exe is the Windows shell, which also runs Windows File Explorer. Internet Explorer is iexplore.exe. In either case, it's odd that would be untrusted on your system. Do you have "security" software which may be interfering?

As far as my main issue of updates not syncing with the iPhone I find myself wondering how 1PW on my windows device would know to send an update to the iPhone. I don't remember doing any setup for that type of communication. Just wondering and trying to be helpful.

With a 1Password.com membership, signing into your account on each device allows them to all use the same data, and sync changes to each other.

@jDargin: Glad that Kate's suggestion helped! :)

Would you recommend that I disable Symantec on my Windows machine and try making a change to passwords and see if it gets synced with my iPhone?

Indeed, if their software is blocking communications with 1Password.com when you're just trying to sign in, it seems likely that it would with other connections to our server. Definitely worth a try.

I notice on my Windows device that on the left side "navigation pane" that there is category titled "Offline Changes". Upon opening that list I see the set of password entries that I have changed. What does it take to force 1pw to propagate or sync these changes to the database that my iPhone accesses? My iPhone is signed in as well.

1Password won't be able to send any changes to the server if it is being prevented from connecting, and therefore your other devices would not be able to receive those changes (which the server doesn't have) either. If you disable Symantec and create a new test item, does that show up on 1Password.com, and then on your other devices?

Hi @jDargin,

Thank you for your detailed feedback! :+1: We had reports from the users of Symantec Endpoint Protection before, so we will need to look into it.

I am glad to hear that 1Password works for you now. Please let me know if you have any other questions, we are always here for you.

Cheers,
Greg

@jDargin: I will make sure to pass your feedback and ideas along to my team. Thank you! :+1:

I agree that this will be a win-win situation, so hopefully we will be able to come up with something.

Cheers,
Greg