Question

Transfer key not shown in app

Forum|Forum|1 year ago
March 13, 2025
3 replies
397 views

When setting up a new device I have to be logged in to our company.1password.eu site in my browser to access the transfer key, even though the browser extension asks to open up the app.
Why?

This is on macOS.

1P_Dave

1Password Employee

Hello @jbygden! 👋

I'm sorry that you're not able to approve the encryption key transfer request using the 1Password for Mac app. So that I can investigate this further, can you reproduce the issue one more time and then I'd like to ask you to create a diagnostics report from your Mac:

Send a diagnostics report (Mac)

Using the email address associated with your 1Password account, attach the diagnostics to an email message addressed to support@1password.com

With your email please include:

A link to this thread: https://www.1password.community/discussions/1password/transfer-key-not-shown-in-app/153065
Your forum username: Jbygden

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

-Dave

jbygdenAuthor

@1P_Dave,

Do you have any upload site I could use instead of attaching a large file to an email?
I seem to be unable to attach it due to it's size...

1P_Dave

1Password Employee

@jbygden

Usually a diagnostics file of a larger size can indicate repeated log lines. Try right-clicking on the diagnostics report and clicking Compress. If the resulting compressed diagnostics report is less than 20MB then attach it directly to your email.

If the compressed file is still too large then send an email to support@1password.com and include a link to this thread. Post the Support ID that you receive here and I'll be able to find your email and email you a secure upload link that can handle larger file sizes.

-Dave

jbygdenAuthor

@1P_Daveit seems it's my mail client that prevents me from attaching it, and I have no other option here from the office, so a link to where I can upload would be appreciated.

I sent an initial email to support to get a ticket number. I'll post it here as soon as I get it.

jbygdenAuthor

@1P_Dave- did you have a link where I could upload my diagnostic file?

1P_Dave

1Password Employee

@jbygden

I see that you were able to send in the diagnostics report and the team has received it on our end. One of my colleagues will send you a reply via email soon, please continue the conversation there.

-Dave

jbygdenAuthor

@1P_Dave- I just got an email reply saying that he (Mike M) was unable to receive the file, so I don't know what else to do...

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