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Former Member's avatar
Former Member
2 years ago

Offline/connection issues

Hi! I've been experiencing these errors more or less every day for the last couple of months. First I thought it was iCloud's private relay, but I disabled it multiple times and the issues are still happening.

Those are a couple of screenshots of what I'm seeing, as I said, almost daily for the last months.

I was hoping for it to solve itself, but It's still happening, and it's now bugging me out, since I can't sync between my browser extension and the edits I do in the Mac app.

1Password Version: 1Password for Mac 8.10.6 (81006027)
Extension Version: 1Password in the browser 2.10.0 20246, on STABLE
OS Version: macOS Ventura 13.4 (22F66)
Browser:_ Firefox 113.0.2 (64 bits)

macos

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  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    2 years ago

    @t20n

    Thank you for posting the Support ID! I see that your diagnostics report made it to the right team and one of my colleagues will review the report and send you a reply over email as soon as possible. To prevent duplication of effort I'm closing this thread on the forums.

    -Dave

    ref: HTK-29733-949

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    2 years ago

    @t20n

    Thank you for the update. The team would love to file a bug report for that behaviour, I'd like to ask you to create a diagnostics report from your Mac so that we can collect more information about the issue:

    Sending Diagnostics Reports (Mac)

    Attach the diagnostics to an email message addressed to support+forum@1password.com.

    With your email please include:

    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

  • Former Member's avatar
    Former Member
    2 years ago

    I think I found the cause. I have multiple accounts and had been removed from one, or the account has been removed, not sure. After removing that account from my phone the messages went away. But still, the messages are terribly misleading.

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    2 years ago

    Hello @t20n! 👋

    I'm sorry that you're running into connection issues on both your Mac and iPhone. The "offline" message that you're seeing on both devices indicates that 1Password is having trouble connecting to your account in the cloud. Private Relay shouldn't cause this sort of issue but are you using anything like a VPN, proxy, or other content blocker on both devices?

    If you're not then are you filtering the your network traffic in anyway? Do you see the same error message when using public WiFi somewhere like a cafe?

    I look forward to hearing from you.

    -Dave