Error: "You've used a newer version of 1Password on this device." (See Approved Answer)

IanHarrison
IanHarrison
Community Member
edited April 2023 in Mac


View 1Password's Approved Answer

.

Hi

Just started my Mac up this morning and I got the following message, I have tried uninstalling and reinstalling with no luck. Any ideas please ?

Thanks

Ian

1Password Version: 8
Extension Version: Not Provided
OS Version: Mac Ventura 13.2.1
Browser:_ Not Provided

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Comments

  • Aussitot
    Aussitot
    Community Member

    Same thing for me !!

  • AlexanderZ
    AlexanderZ
    Community Member

    Same here, but in German. I cannot use 1password anymore. Please fix this ASAP, I need the app all the time. My whole workflow ist stuck this way.

  • AlexanderZ
    AlexanderZ
    Community Member

    Same here but in German. I cannot use 1password anymore. Please fix this ASAP.

  • Aussitot
    Aussitot
    Community Member

    You can reset with this : https://support.1password.com/cs/starting-over/?mac
    It’s work for me

  • Dave_1P
    Dave_1P
    edited April 2023

    Hello @IanHarrison, @Aussitot, and @AlexanderZ! 👋

    I'm sorry that you all ran into an error message when unlocking 1Password for Mac. We're currently investigating the issue and have some steps to resolve the problem and get you back up and running. As a start, I'd like to ask you to create a diagnostics report from your Mac:

    1. Open Finder.
    2. Click Go in the menubar at the top of the screen.
    3. Click Go To Folder...
    4. In the new pop-up that appears paste: ~/Library/Group Containers/2BUA8C4S2C.com.1password/Library/Application Support/1Password/Data and then press return on your keyboard.
    5. Right-click on the folder titled logs and select Compress "logs".

    Attach the newly created logs.zip file 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

    edit: Corrected the diagnostics report instructions.

    ref: /cst3/-/issues/109

  • raz99
    raz99
    Community Member

    [#QBB-64993-539]

    Raz

    When I attempot top open I get the same 'used a newer version' window and to download and to update to the newest version - I have 8.10.4 modified at 10:22 ET today. I can't access my passwords.

  • raz99
    raz99
    Community Member
    edited April 2023

    I can't open 1Password to ACCESS settings - so no diagnostic report can be sent to you. [#QBB-64993-539]

  • AlexanderZ
    AlexanderZ
    Community Member

    Here is what I got from support, it worked (I just had to enter the access data again):

    I'm sorry to hear about the problem you've been experiencing with moving from the Beta to the Production version of 1Password 8.

    To solve this, you'll need to move 1Password's Data folder out of the way so that it can make a new one. Here's what to do:

    Right-click the 1Password icon in the menu bar (if it's there) and click Quit.
    Open Finder, and click the Go menu > Go to Folder...
    In the box that appears, copy and paste the following exactly:
    ~/Library/Group Containers/2BUA8C4S2C.com.1password/Library/Application Support/1Password/

    and press Return.

    You'll see a folder called Data - right-click on the folder and select Compress "Data".
    Drag the original Data folder to the Trash.
    Wait a few moments and then open 1Password 8. You'll be taken through the first setup process.

  • Dave_1P
    Dave_1P

    @raz99

    Thank you for posting the Support ID. I've sent you a reply, let's continue the discussion there.

    -Dave

    ref: QBB-64993-539

  • mikebore
    mikebore
    Community Member

    The solution posted by @AlexanderZ worked for me, except I had to launch 1P twice after deleting the Data file. The first time I launched 1P a new Data file was created but 1P did not open. The second time 1P launched to the setup process.

    Presume I can delete the old compressed Data file now?

  • ag_tommy
    ag_tommy
    edited April 2023

    @mikebore

    Yes, if all data is present you can indeed remove the old file.

    edit: Please see the approved answer: https://1password.community/discussion/comment/683383/#Comment_683383

  • henryturkel
    henryturkel
    Community Member

    I rebooted my MacBook. Went to open 1PW but got this message: "You’ve used a newer version of 1Password on this device. Update to the latest version to keep using 1Password. Contact support@1password.com if you need help." (Please note I keep 1PW up to date so this make no sense to me.) I pressed the OK button. Message disappears and nothing happens. If I try again to open 1PW app I get the same. So I uninstalled 1PW thinking maybe it was corrupted. Then downloaded the latest version (8.10.4) from 1PW. The installer downloads but when I open it rather than installing I get that same message that I've used a newer version. Help!

    1Password Version: see above, but can't install it
    Extension Version: 2.9.0
    OS Version: Ventura 13.2.1
    Browser:_ Firefox

  • IanHarrison
    IanHarrison
    Community Member

    [#UAC-48469-655]

    The same for me, after deleting the Data folder it works fine now.

    Ian

  • ag_tommy
    ag_tommy

    Thanks @IanHarrison

    We're looking to see what may have happened.

    ref: UAC-48469-655

  • ag_tommy
    ag_tommy
    edited April 2023

    @henryturkel

    Please see this post. https://1password.community/discussion/comment/683189/#Comment_683189

    Also, please update macOS to 13.3.1 as soon as possible, unless that was a typo. Apple recommends it due to security concerns.

     Apple Support - Keep your Mac up to date, - Update your iPhone, iPad, or iPod touch, - Update your Apple Watch, - Security Updates

    Edit: Corrected link.

  • henryturkel
    henryturkel
    Community Member

    I have never used a Beta version of 1password. So my problem was not due to converting from Beta to production. I was getting the message re having had a more recent version of 1password in the past after rebooting my MacBook and then trying to open the 1password app. So I tried to download version 8.10.4 and it would download but not install. Just gave me the same message. So an endless loop of sorts. I thought my current version at the time (earlier version of 8) was corrupted so uninstalled it. But then couldn't install 8.10.4 because I got the same message after it downloaded. So failed to install. But then I switched to Chrome from Firefox and it downloaded and installed. I've since updated Firefox to the latest version. Now all works perfectly with any browser. I will update Ventura now ASAP. Was the problem a glitch with an older version of Firefox? Do I need to do anything more (reluctant to mess with success)? Do you need anything more from me?

  • ag_tommy
    ag_tommy
    edited April 2023

    Correct, but the underlying issue is most likely a database scheme change. The only way to recover from the message is to recreate a new database using the steps above. The steps above are for 1Password for Mac, the desktop application.

    You could install 1Password in the browser without needing the desktop application, but you'd lose things like Touch ID. I would encourage you to follow the steps to get 1Password 8 for Mac back on its feet, so to speak.

    edit: Please see the approved answer: https://1password.community/discussion/comment/683383/#Comment_683383

  • russmcb
    russmcb
    Community Member
    edited April 2023

    I can no longer open 1Password. I am on a Mac laptop, 12.5.1., using what I recall is 1Password 8, but of course I cannot open 1P to verify the version. I attempted to reinstall, but I get the same error message.

    Error Message:
    "You’ve used a newer version of 1Password on this device. Update to the latest version to keep using 1Password. Contact support@1password.com if you need help."

    I can't open 1P, I can't install the latest version of 1P, but strangely the Safari extension appears to still be working properly.

    Anyone have any ideas what's going on. 1P is a mission critical application for me.

    Thanks

    1Password Version: ?
    Extension Version: Not Provided
    OS Version: 12.5.1
    Browser:_ Safari Chrom

  • russmcb
    russmcb
    Community Member
    edited April 2023

    Update: The solution posted by @AlexanderZ above worked for me as well. I also had to launch 1P twice after deleting the Data file. The first time I launched 1P a new Data file was created but 1P did not open. The second time 1P launched to the setup process.

    That was scary.

    Here is the complete solution (with updates from me) for everyone else:

    =============================

    To solve this, you simply need to move 1Password's Data folder out of the way so that it can make a new one.

    Here's what to do:

    Right-click the 1Password icon in the menu bar (if it's there) and click Quit.
    Open Finder, and click the Go menu > Go to Folder...
    In the box that appears, copy and paste the following exactly:
    ~/Library/Group Containers/2BUA8C4S2C.com.1password/Library/Application Support/1Password/

    and press Return.

    You'll see a folder called Data - right-click on the folder and select Compress "Data".
    Drag the original Data folder to the Trash.
    Wait a few moments and then open 1Password 8. Nothing will happen except that a new Data folder will be created.

    Open 1Password a second time. You'll now be taken through the original setup process and all your original data should be present.

    ===============================

  • Dave_1P
    Dave_1P


    1Password Approved Answer

    .

    Hello everyone,

    Our developers are currently investigating the issue and I recommend that you send in a diagnostics report to the team before resetting the app so that we can confirm the specific cause of the issue on your device and advise on the best path forward. Instructions on how to send in a diagnostics report:

    1. Open Finder.
    2. Click Go in the menubar at the top of the screen.
    3. Click Go To Folder...
    4. In the new pop-up that appears paste: ~/Library/Group Containers/2BUA8C4S2C.com.1password/Library/Application Support/1Password/Data and then press return on your keyboard.
    5. Right-click on the folder titled logs and select Compress "logs".

    Attach the newly created logs.zip file 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

    ref: dev/core/core#21214

  • henryturkel
    henryturkel
    Community Member

    But I no longer get that message. I have the desktop app up and running. As well as the extensions for the browsers. Both (desktop and extensions) work with Firefox and Chrome. And touch ID is working normally as well to open the desktop app. Do you still advise following those steps? (I may have actually done that or something similar earlier when I was emailing with Alvin re the same issue before you contacted me. But with an sqlite (?) file.

  • chris2023
    chris2023
    Community Member

    Hi @Dave_1P have sent logs to your support email address... Support ID [#DZE-45859-815]

  • nadeama
    nadeama
    Community Member

    I have sent my zipped logs folder.

    Support ID: [#UST-98296-888]

  • tpavlovic
    tpavlovic
    Community Member

    support ID: [#MSY-92187-566]

  • GreyM1P
    GreyM1P

    @henryturkel

    If you're no longer seeing the "newer version" message when opening 1Password, I would suggest making sure that all of the items in 1Password on your Mac are also visible on 1Password.com.

    Click the ↓≡ sorting options at the top of the All Items list in 1Password for Mac to see the item count, and compare that to the item count in All Vaults on 1Password.com. If there's a difference, please send us a diagnostics report following Dave's instructions.

    Otherwise, if everything is as expected, you don't need to take any further action. We'll be here if you need help at any time.

  • Stefan_Schulte
    Stefan_Schulte
    Community Member

    support ID: [#HSJ-66338-575]

  • Dave_1P
    Dave_1P

    @chris2023 and @nadeama

    I see that my colleague has sent both of you a response to your emails, please continue the conversation there. 🙂

    @tpavlovic and @Stefan_Schulte

    Thank you for posting the Support IDs, your diagnostics report will be reviewed and you'll receive an email soon.

    -Dave

    ref: DZE-45859-815
    ref: UST-98296-888
    ref: MSY-92187-566
    ref: HSJ-66338-575

  • lspeterman
    lspeterman
    Community Member

    Adding my name to the list. [#MJN-53355-464]

  • starwolf
    starwolf
    Community Member
    edited April 2023

    support ID: [#IZA-54813-756]

    For Error: "You've used a newer version of 1Password on this device."

  • Dave_1P
    Dave_1P

    @lspeterman and @starwolf

    Thank you, your tickets are with the right team and you'll receive a response as soon as possible. 🙂

    -Dave

    ref: MJN-53355-464
    ref: IZA-54813-756

This discussion has been closed.