What am I meant to do with offline items?

@ag_mike_d Thanks for your guidance. Tried to get a diagnostics report, but the [Reveal] button doesn't show up anywhere after pressing [Send Diagnostics].

Sent a msg to mailto:support+forum@1password.com anyway but BitBot didn't send an answer... am I doing anything wrong on my end?

@uhuhleuh - Sorry for the further troubles. Could you check your desktop and let us know if you see a file created there that ends with .1pdiagnostics?

Have you yet to see any email replies with the support ID number, possibly in your Junk folder?

If you're still not having any luck with either the diagnostic report or a support email reply, could try emailing us again at support+forum@1password.com with a copy of some logs from 1Password?
1. In the Windows search bar copy and paste the following and press enter: %LOCALAPPDATA%\1Password\logs\
2. Select everything in this folder, and then right-click and choose Send to > Compressed (zipped) folder.
3. Then, attach that zip file to your email.

Thanks!

@ag_mike_d My support ticket is [#VZI-92642-359]. I sent in the diagnostics report.

Your support team (Tim G.) found the issue I had generating the diagnostics report: 1password was not allowed to write files on my Mac (and no explanation was given to user...). Below is what solved the issue, in case other readers can't generate the report either.

Thanks for your support.

dan

HOW TO SOLVE ISSUE WHERE 1PASSWORD CAN'T GENERATE DIAGNOSTICS REPORT

If the "Reveal" button is not displaying a folder with a .1pdiagnostics file, then 1Password may not have the correct permission to generate the report in your Downloads folder. You can assign this permission with the following steps:

Select the Apple icon  from the menu bar and then "System Settings".
Select the "Privacy & Security" tab.
Select "Files and Folders".
Click on 1Password to reveal a menu and enable the "Downloads Folder" toggle.

Once you have done that you can follow the instructions to generate a diagnostics report once more, then attach it to your next reply.

Thanks so much for letting us know, @uhuhleuh! I'm glad Tim was able to assist with the reveal diagnostics report troubles you were encountering on your Mac.

I can see that this ticket had made it over to the appropriate team and we'll be back in touch with you as soon as possible as soon as possible.

Experiencing same issue. My ticket #: [#HJJ-38798-894]

Thank you for your help!

Thanks for letting us know, @WasRF_Now1P. A member of the team will be reply as soon as possible.

ref: HJJ-38798-894

OK, so I now have the same issue. Why can't the solution be shared publicly? It's offing annoying as the issue keeps popping up and distracting me from my work. What am I supposed to do?

edit: OK, for others, the docs are here:
https://1password.community/discussion/141234/what-to-do-if-you-see-a-message-about-offline-items

@JamesHenderson

As you've linked to there, the instructions cover some of the situations that customers might find themselves in, but some scenarios will need individual help from 1Password Support. Some people will be quite happy to remove the items from Offline Items and that post shows what to do. Otherwise, we'd recommend customers email us a diagnostics report so that we can give them customised support based on their circumstances.

I think I may have found and fixed the cause (at least in my use case). I noticed items started going into the "offline" bucket around 5/25. It was about this time that I upgraded my iPhone. The prior one was wiped, without a proper uninstall of 1password.

The following is my theorizing on the inner workings of 1password. My guess is that since my prior phone was still registered as one of my authorized 1password devices, 1password was still expecting to be able to sync to it.

I went to my authorized devices within my 1password profile and blew all auth'd devices away (clearly overkill but I didn't want to search for every instance of my old phone). I then uninstalled/reinstalled every instance of 1password (windows app, firefox add-on, iphone and ipad). There is no more "offline" bucket and all items in the offline bucket synchronized.

Again, this may only be the cause/fix in my particular case. But thought I'd share in case it helps with troubleshooting.

Thanks for your reply, @WasRF_Now1P!

The latest update (8.10.8) made it possible for the app to display any specific items that have been unable to sync to the server. In this case and as with most cases I've experienced, you were likely dealing with items in the 1Password for Windows app that were no longer on 1Password.com and the app was having troubles locating and syncing to them.

There is no more "offline" bucket and all items in the offline bucket synchronized.

Once you signed back in to the 1Password for Windows app, this would have cleared those offline items.

If you run in to further issues, could you please reply to our email with a diagnostics report and we'd be happy to help as needed.

Looking forward to hearing back from you.