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Forum Discussion
1P 8 Mac app error: offline & won't reconnect to cloud sync
My 1P account is paid and up to date. On updated mac app 1P v8.9.11. In the upper right I have the orange cloud with a line through it. When I click on it, I get a white text box on the bottom that says "Offline" with a button to reconnect. When I press the button, same error. I have restarted computer multiple times. I'm on a 2021 Macbook Pro 16". This has been going on now for 2 weeks.
Chrome extension works fine.
Only thing I can think of is that the company has not yet allowed the macOS to update - I'm still on 13.0. Please help
1Password Version: 8.9.11
Extension Version: 2.5.1
OS Version: macOS 13.0
Browser:_ Brave
40 Replies
- 1P_Dave
Moderator
@jwa
Thank you for the reply. If you can see all of the items that you'd like to keep in your personal account when you log in to your 1Password account on 1Password.com (in the browser, not the app) and you don't need the company account anymore then you can sign out of the company account.
Let me know if you still see the message after signing out.
-Dave
- 1P_Dave
@jwa
I'm sorry that you're also seeing an offline indicator. Is it possible that the company account is still logged into the 1Password app on your Mac? You can check by following these steps:
- Open and unlock the 1Password app.
- Click your account or collection at the top of the sidebar and choose Manage Accounts.
Do you see the company account listed here? Or do you just see your personal account? I look forward to hearing from you.
-Dave
I have the exact same issue as @S2Hill. I also was laid off and was signed up for a persona 1P account. For a while both were active but then the company one was shut off, as planned. Sometime after that I noticed the problem with 1P always reporting it is offline and unable to get back online. Still, it seems like when I update 1P with a password on one device, it shows up on 1P on my other device, so seems it is actually online. I would like to fix this error though, as it is unnerving.
- 1P_Dave
@jeremygale
Thank you for sending in your diagnostics report. One of my colleagues will review the report and send you an email as soon as possible. Please continue the conversation there once you've received it. 🙂
-Dave
ref: JAD-25832-143
- 1P_Tommy
Thanks @S2Hill
We have your support request.
ref: BAS-42569-582
I have been experiencing this issue since the company I worked for was sold and I was laid off. I switched my free family account to a paid one (confirmed shows active and paid on the billing screen). All my devices are showing offline and Safari extensions will not save any new sites. Have removed, logged back in, etc. The work account has been removed on most devices but keep seeing it pop-up when I really dig in. Believe that is underlying issue for me since that account doesn't exist and is not being paid by them anymore. I don't see it in accounts but find traces of it in certain screens.
- 1P_Dave
@WGIT
I'm sorry that you're seeing an offline message in 1Password on both your Mac and iOS device. Please create a diagnostics report from your Mac:
Sending Diagnostics Reports (Mac)
Attach the diagnostics to an email message addressed to
support+forum@1password.com.With your email please include:
- A link to this thread: https://1password.community/discussion/comment/687279/#Comment_687279
- Your forum username:
WGIT - Please do not post your diagnostic report to the forum. This is for your privacy and security.
Please send the entire file.
You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!
-Dave
