Safari extension is not getting updated with changes in the desktop app

We just had this bug happen again. Unfortunately, no replies from Support in 9+ days.

Hopeful 1P will take a more serious look into this issue or at least our now-weeks-old ticket. Surely these types of bugs make it very difficult to use a 1Password Families account.

Have any users found a fix? We're ready to start trying things, as long as the root cause can hopefully be found; we can't use 1P in this state.

The most common reproduction: a Windows client makes a change and hours later, a macOS 1Password client has not reflected any changes. Only after manually opening 1Password and then waiting 15+ minutes does the macOS client finally sync.

Hey @ikjadoon,

I'm so sorry for the delay in our response. I think it would be useful at this point if we could take a closer look at some logs and what may be going wrong.

I see you mentioned you had previously emailed support. Can you please share the Support ID number so I can try and track this down for you?

Thanks!

The bug has surfaced again on my machine; this is the sequence:

1. Navigate to a site in Safari
2. Notice URL needs updating in 1Password Safari extension
3. Open 1Password Desktop app
4. Update URL and save item
5. Navigate to same item on my.1Password.com - update is visible instantly
6. Go back to 1Password Safari extension - update is not showing

1Password for Mac 8.9.13 (80913040)

HTH

When I tried locking and unlocking the Desktop app the Safari extension then finds literally nothing at all in my main vault - it's as though it has entirely lost its connection:

Defo not a workaround!

@PaddyTB

Try the following; it sounds as if the browser is having trouble with the connection to the desktop.

1. Turn off - 1Password > Preferences > Browser: Connect with 1Password in the browser
2. Right-click on the browser toolbar icon and disable. Integrate with 1Password app. It's within the General tab.
3. Quit the browser completely! A full quit, not a close or minimize to the dock.
4. Quit 1Password. While looking at the main window (locked or unlocked)
   • Press Command and Q 1Password should lock and close.
5. Wait a few seconds and then open 1Password from the Dock or the Applications folder and unlock. 1Password should open locked. Unlock the app.
6. Turn On - 1Password > Preferences > Browser: Connect with 1Password in the browser
7. Open your browser.
8. Right-click on the browser toolbar icon and enable. Integrate with 1Password app.

If that's not fruitful we really should get to my colleague's in email support who can look into this in more detail. Please email us using support+forum@1password.com. Be sure to use the email address tied to the account in question.

@steph_giles hello!

This is the reference. I also reached out on Twitter, and 1Password finally sent a new person to the ticket after 10+ days of silence.

DKY-87794-313

I've sent everything there, so I'll only periodically update here on the ticket's progress and whether or not we're left days without any updates from 1Password again. If it happens again, I'll appreciate you pinging them to remind them it's an active issue.

Agreed on logs: I'd actually already sent a number of logs to 1Password. Now, 1Password seems to think it's my device, but 1Password is the only application on this device with connectivity issues on my home network.

Needless to say, Apple (the device maker) and Synology (my router manufacturer) will be wholly disinterested in the problem when only 1Password cannot make a network connection.

//

Almost-completely unrelated:

I'd really recommend 1Password push for a full ticketing system for support requests; today's 1Password email-only system is a mess. My sync ticket is now in three separate email threads, each with their own attachments, logs, screenshots, test results, reproduction steps, etc.

For one-off replies or simple bugs, email is great.

For anything complex, it's a nightmare, particularly when 1Password inadvertently creates new email threads. At one point, my sync issue was lumped into a ticket with auto-fill problems. :( Online ticket systems can fix that, though I imagine you have some users that only use email.

For others experiencing this same issue, please reach out to 1Password support and attach your logs (official instructions here). Perhaps there's something unique / similar between our setups that might shed light here.

For what it's worth, this was found in my macOS 1Password logs, with 1Password's notes copied as well:

1Password normally gets connected and can stay connected for hours on end, the connection is a 'listener' waiting for any notifications of new items to download.

The latest diagnostics report from the Mac shows:
Disconnection at: 2023-01-17T00:29:23.373
Re-connection at: 2023-01-17T00:29:23.760
Disconnection at: 2023-01-17T03:32:56.878
Re-connection at: 2023-01-17T03:32:57.131

As you can see it is happening very rapidly within a few hundredths of a second. The logs are filled with this happening hundreds of times in a row. Which is not at all close to normal.

If more users experiencing this bug can send logs, maybe a connection (ha) between all our tickets can be found, if there even is one.

Thank you for the update @ikjadoon, I'm so sorry for the trouble.

I hope we can get to the bottom of things soon!

You're welcome, @steph_giles. It's been quite difficult to diagnose, but one unexpected workaround (confirmed on two networks, it seems) we recently discovered this week: set 1Password to lock more frequently.

I set it to auto-lock every minute and the B5 disconnections virtually disappeared, versus with basically "never lock" 1Password having sometimes 40+ B5 disconnections per day.

The underlying is still being investigated in my ticket (unfortunately no solution yet to these syncing problems), but it's some respite for those perhaps suffering the same issue and I can confirm no syncing issues when setting 1Password to lock more often.

I'll update this ticket periodically and still hope for other users to submit logs or consider this workaround: still hopeful I'm not the only 1Password suffering, haha.

//

I can also share that this issue is only reproducing on my M1 MacBook Air, and no other macOS nor Windows systems.

Thanks again for the update @ikjadoon.

The behaviour you are describing would make sense as locking/unlocking 1Password in your browser should force a sync. Of course in an ideal world the sync should happen on its own but I'm glad that this is helping whilst we get to the bottom of things.