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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
@henrofu
Thank you for posting the Support ID. One of my colleague will review the diagnostic report and send you a reply over email as soon as possible.
-Dave
ref: KRU-56758-756
1P_Dave
[#KRU-56758-756]- 1P_Dave
@henrofu
If you're seeing the offline indicator then it means that 1Password on your iOS device isn't able to connect to your account in the cloud and we'll need to investigate why the connection isn't happening on your particular device. I'd like to ask you to create a diagnostics report from your iOS device:
Sending Diagnostics Reports (iOS)
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/686052/#Comment_686052
- Your forum username:
Henrofu - Please do not post your diagnostic report to the forum. This is for your privacy and security.
The report will be in zip format. 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
- 1P_Tommy
@bhashem
We have your submission. Someone from the team will be in touch as soon as possible.
ref: TBS-27218-938
Hi there, I'm using macOS 12.6.4 (Monterey) and 1P v. 8.10.3 for Mac Desktop and I get the red cloud with the slash thru it. I'm also seeing it on my 1Password for iOS, when I attempt to press the Reconnect button, it throws up several Reconnect mini-windows and then they disappear but I still have the red cloud with a slash thru it. I'm on 1P for iOS v8.10.2 and under iOS Version 16.3.1. I've sent my MacOS 1P diagnostics to the support+forum@ email address. Please advise.
[#TBS-27218-938]
Thanks!
- 1P_Dave
@42pe
Thank you, I've located your email and one of my colleagues will reach out to you soon.
-Dave
ref: RID-94421-682
- 1P_Tommy
@cwvdl
Your email is here. I appreciate you sending it. Someone from the team will get back to you as soon as possible.
ref: ZD-105909
