Forum Discussion

jbygden's avatar
jbygden
New Contributor
2 months ago

Transfer key not shown in app

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.

browser extension
macos

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

      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

      • jbygden's avatar
        jbygden
        New Contributor
        2 months ago

        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...

  • jbygden's avatar
    jbygden
    New Contributor
    2 months ago

    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.

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

    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

    • jbygden's avatar
      jbygden
      New Contributor
      2 months ago

      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's avatar
        1P_Dave
        Icon for Moderator rankModerator
        2 months ago

        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