Mac App failed. Chrome Extension still functions.

scottbo
scottbo
Community Member
in Mac

My mac app stopped working but my chrome extension still works. So I downloaded a new mac app but it is not taking my 1password pw and is giving a hint to an old, unused password. I don't want to activate the new mac app for fear of losing the passwords that I have accessible still in the Chrome extension.

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Browser: Not Provided

Comments

  • Dave_1P
    Dave_1P

    Hello @scottbo! 👋

    I'm sorry that you're having trouble unlocking the 1Password for Mac app. When you enter your account password into the 1Password for Mac app, can you tell me which specific error message you see?

    Can you also tell me if you see all of your items when you log in to your 1Password account on 1Password.com (in the browser, not the app)?

    I look forward to hearing from you.

    -Dave

  • scottbo
    scottbo
    Community Member

    Here is specifically what is happening. To answer your question: Yes when I log into 1password.com and use my known password, all my passwords are there. Also, when I access 1password from my Chrome extension and log in with the known password, all my passwords are there.

    But when I try to open my newly downloaded 1Password 7, it doesn't accept my known password and prompts me with a hint for an old password I no longer use and don't remember now.

    I'm attaching a screen shot from my mac showing both the old, nonworking version 1PW app and the new recently downloaded one.

  • Dave_1P
    Dave_1P

    @scottbo

    Thank you for the reply and for the screenshot. It looks like there might be a broken copy of 1Password 8 on your Mac along with 1Password 7, which is an older version of the desktop app that is no longer supported.

    If you see all of your items on 1Password.com then you can safely remove these older versions and reinstall 1Password:

    1. Make sure that you're signed into 1Password on another device and that you have a copy of your Emergency Kit.
    2. Quit all open web browsers.
    3. Right click on the 1Password icon in your macOS menubar and click Quit 1Password Completely or Quit.
    4. Open the Applications folder on your Mac.
    5. Drag "1Password 7.app" to the trash.
    6. Draft "1Password.app" to the trash.
    7. Empty the Trash and then restart your Mac.

    Then reinstall 1Password 8 for Mac from our website (not the Mac App Store): Get the 1Password apps

    Let me know if you run into any issues.

    -Dave