Problem re-installing on MacBook Pro under MacOS Catalina 10.15.5

rickblamb

Old 1Password asked for manual update. After downloading new software (7.5 Package), install goes through process right to the end. However, after verification I get the following message:

Installation failed.

The installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.

I tried removing the old version and re-installing the new, but got the same message.

How should I resolve this?

Rick Lamb

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1Password Version: 7.5
Extension Version: Not Provided
OS Version: 10.15.5
Sync Type: iCloud

Ben

Hi @rickblamb

I'm sorry to hear about the trouble. Please try these instructions:

1. Quit Safari
2. Open and then quit 1Password completely — ⌘⌥⌃Q (Command Option Control Q)
3. Drag 1Password to the Trash, but DO NOT use a "cleaner" app to remove 1Password if you have one (MacKeeper, CleanMyMac, AppZapper, etc)
4. Empty the Trash
5. Restart your Mac
6. Install 1Password from our website: Download for Mac or if you have a 1Password membership. you can install from the Mac App Store: 1Password on the Mac App Store
7. Open 1Password
8. Make sure the extension is shown and enabled in Safari under Preferences > Extensions (do not click "More Extensions")
9. Verify that you're able to use the extension to fill logins

Let me know how it turns out. :)

Ben

rickblamb

Hi, Ben.

Thanks for the reply. As I mentioned, when it failed to update the first time, I uninstalled the app using CleanMyMac. I then re-downloaded the package and tried again. I got the failed install message. There is no copy of the 1Password on my machine to delete at this time. I do not see any extensions listed in Safari either.

Rick

Ben

Okay, please start at step 5, then. And also please avoid using CleanMyMac on 1Password in the future... it has a tendency to delete important files, like the data you store in 1Password.

Ben

rickblamb

I just tried that by booting with no apps running, but I still get the same failure at the end of installation. 1Password is not installed in the Applications folder. When I search on 1Password, I see bits and pieces of it left behind in deep inside Library Group containers as a bunch of zip files as well as what appear to be backup files (1p4_zips).

Is there other info that would be useful?

ag_tommy

@rickblamb

I'd like to ask you to create a diagnostics report. Please use the following link to create that report for your device.

https://support.1password.com/diagnostics

The diagnostic report doesn't include any private information like your logins, Master Password, or Secret Key:
About 1Password diagnostics reports https://support.1password.com/diagnostics-privacy/
Please send that report to support+forum@1Password.com Be sure to include the following information with your submission.

Your user name here in the forum. rickblamb
A link to this topic. https://discussions.agilebits.com/discussion/114128/problem-re-installing-on-macbook-pro-under-macos-catalina-10-15-5#latest

• 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 will receive an auto-reply from BitBot, our auto-responder. Please post the Ticket ID you receive back here.

rickblamb

Ben,

I have mailed the report. The Ticket ID is [#PEM-28535-333]. Let me know if you need anything else.

ag_tommy

@rickblamb

Reply sent to your email.