Fred Hoysted
@1password Hi there. I’m getting this error on 1Password on my iPad. My other devices seem fine. Restarting the app hasn’t cleared it. How can I fix this please? Thanks
Jul 10, 2023 at 5:50pmWeb
Show threadBlake Brandon Jul 10, 2023

@freddles Heya Fred! Sorry for the trouble here. 😅

If you view the offline items by tapping on the blue button there, do any of the items shown there happen to match items you can search for and find in your 1Password Account (outside of the offline items area)?

Show threadFred HoystedJul 10, 2023
@blake Hi Blake. Yep - I see one item listed in the column headed ‘Items with Offline Changes’. However, there are no details for it in the main panel to the right, even when I tap on the item. By the way, there’s also a red cloud icon with a line through it next to the ‘new item / ➕’ button which presumably indicates a problem with cloud syncing
Show threadBlake Brandon Jul 10, 2023

@freddles Since you're only seeing this on your iPad, it honestly sounds like is likely an older item that's probably been this way for quite some time but wasn't known to you until we brought the "Offline Items" section to 1Password in the last update.

If you're not seeing any item details for that offline item, you should be all clear to just get rid of that item, restart 1Password, and then things should be in the green for you.

Show threadFred HoystedJul 10, 2023
@blake Ok, have deleted that item. And then in ‘Recently Deleted’ I used the ‘Destroy Permanently…’ option. I’ve also force-quit and restarted 1PW. The item no longer shows up at all, but the red cloud icon with the line is still there, and the error message still pops up
Show threadBlake Brandon Jul 10, 2023

@freddles Okay, now that’s particularly strange. Could you send us a follow-up email at [email protected] so we could take a closer look at this?

I’m definitely a bit stumped now, so I think getting more eyes on this would be great here. 🙂

Show threadFred HoystedJul 10, 2023
@blake Sure. Will do tomorrow as getting late here (UK: BST) Thanks
Show threadFred HoystedJul 11, 2023
@blake I sent the email, then realised I should also have tried restarting my iPad….which has now cleared the problem 🙈
Show threadBlake Brandon Jul 11, 2023
@freddles It's always the "turn it off/on again" move that I forget about. 😆
Show threadFred HoystedJul 11, 2023
@blake Me too, evidently! :)
Show threadFred HoystedJul 10, 2023
@blake By the way, deletion of that item also propagated over to my iPhone, so syncing is taking place with it. (I made a separate note of it first just in case)