Can't download 1Password 4 [resolved]

DebCC

Help! I have used 1Password for a long time and decided to upgrade to 1Password 4 through Agilebits website. The purchase went okay, but I cannot download the update.

I sent an email and no one has answered. Support? :((

Jasper

Hey @DebCC,

You can download 1Password 4 at: https://agilebits.com/downloads

If you're still having trouble, please let me know which step the problem is occurring at, and if you're receiving any kind of error message. :)

DebCC

I know where to download it from. I've tried and tried. It says that there isn't a program to open it. I don't understand why it would say that, since I already have 1Password 3.

Jasper

@DecCC

Can you please confirm that you are following the steps listed here: http://learn.agilebits.com/1Password4/Mac/en/installation.html

Since 1Password is an app, there shouldn't be anything else needed to open it (1Password 3 isn't required either).

Has the downloaded ZIP file been unzipped? Does the icon you're clicking to open 1Password look like this:

Also, what version of OS X are you using?

DebCC

There is no download. Instead of the keyhole shown above, I get a keyhole with a slash through it in my download file. When I click on it, it says "Safari can’t open the file “1Password 4-4” because no available application can open it."

I'm using Mac OS X 10.7.5.

Thanks!

Jasper

@DebCC

I'm using Mac OS X 10.7.5.

Ah, that's your problem. 1Password 4 requires OS X 10.8 or later.

From 1Password 3 Upgrade & Migration Questions:

When we look at all the improvements Apple provided in Mountain Lion and the great new features in Mavericks, we were really excited to be able to use all of them.

So to use 1Password 4, you'd unfortunately need to upgrade your Mac to Mountain Lion or Mavericks.

DebCC

Why wasn't this said upfront prior to purchase? This is ridiculous.

Is there anyway to get my money back? Because I'm not going to buy another operating system just to run 1Password.

thightower

@DebCC

You could update to Mavericks should you wish to do so. Its free from the App store. If I am not mistaken it will allow you to update from just about any previous OS X version. Edit : Just checked the store and its 10.6.8 + Some folks do not wish to update or can't update because of some apps they use or also due to work requirements. If you should choose to update please make sure and check all your other necessary apps etc. for compatibility.

Please also check your Mac's system Requirements etc. from the Apple help document.

Now on the other side of the equation, you can always ask support for a refund should you wish to do so. You can email support at support+forum @ agilebits.com Please make sure to include a link to this topic with any correspondence. If this is your choice I would email support and since we mention @megan in this topic. She will stop by in a bit but your email etc will already be in the mail system.

The team is a bit overwhelmed with a backlog of support tickets from the interest in 1Password 4. It may take just a bit to get back to you. She or another of the admin are pretty good at trying to check forum topics every few days, if not daily.

On the system requirements for 1Password 4, the store page does tell you Mt. Lion is required. Though I also think it should be displayed more predominately. Instead its in a pop up window when you click a link. Maybe @Megan (admin) can ask that this be revamped so its not so easily missed ?

No matter the choice you make rest assured the AgileBits folks want you to be happy. I am a volunteer here so unfortunately, I don't have access to the necessary systems.

Megan I am including an example of the not so easily recognized system requirements we are talking about. You have a link in place but its almost just as easy to simply put " Requires 10.8 +" ?

Also the order page seems to indicate that its just compatible with Mt. Lion and Mavericks. IMHO it doesn't convey they are the required OS's.

DebCC

For a volunteer you have been extremely helpful! I appreciate it! I appreciate the help from JasperP, too!

I'm afraid I was a bit cranky. I love 1Password and was literally feeling like a three year old who was told they couldn't have any candy when I couldn't upgrade. I was heartbroken! (Ok, I know I'm being ridiculous, but it's true.)

After my crabbing, I decided to look to see just what it would cost to upgrade to Maverick and found it was free. Yeah! I'm sorry I was so cranky. I know that the 1Password team is very helpful. They have helped me in the past when I was first using 1Password about 3 years ago.

I agree it should be more prominent in telling you that it requires a certain operating system. I don't remember seeing it at all. Actually, it should stop you and make you agree that you've read it, in my opinion. And maybe a statement that Mavericks is free, so hyper-excitable people like me don't stroke out?

It has taken me a whole day to upgrade to Mavericks and then 1Password, because I presently live in a mountainous area with incredibly slow Internet and tons of blackouts every day. But they are finally both loaded and I got to open 1Password 4 for the first time a few of minutes ago. It's going to be a bit overwhelming to learn two new programs at the same time. I didn't read your post first, so I didn't know to check programs for compatibility, but it appears I lucked out. Only one program (VM something) was incompatible. Since I didn't know what it was I didn't worry about it. So far, it seems like I haven't broken anything.

Can I ask a few more questions? Every time I click on anything in 1Password 4 the mini vault (I guess that's what it is) pops up and asks me to open it. But it's already open. Is it because I still have 1Password 3? And can I delete 1Password 3 safely? Do I have to do anything special to delete it?

Thanks again for your help and to JasperP, too! I appreciate both of your kindness in dealing with a cranky, somewhat old lady!

Megan

Hi @DebCC,

I'm so sorry to hear you have had to go through such a process to get the upgrade sorted out! But I'm so glad that @JasperP and @thightower were around to help you get things set up.

Now, to answer your remaining questions, before you remove 1Password 3, let's make sure there are no Logins in the extensions that haven't been transferred into the main app database. Please follow the instructions on how to Uninstall 1Password 3 browser extensions. Then, if you haven't already, you can download the shiny new 1Password 4 extensions here: https://agilebits.com/browsers/index.html. After the extensions have been removed, you can delete 1Password 3. We suggest only moving the 1Password 3 application itself to the Trash. Please don't use an app cleaner to remove the program because there is a month's worth of backups stored by 1Password 3 that might come in handy. (We certainly hope they won't be needed, but we do like to err on the side of caution here.)

If you are still seeing this pop-up after removing the version 3 extensions, please take a screenshot of what you are seeing. There are instructions on how to take a screenshot here: http://take-a-screenshot.org/. You can then use a service like Dropbox or Droplr to upload the image and add a link to it in your response. This will give me a better idea of what you're seeing, and then we can figure out how to make it go away :)

Please let me know if you have any further questions!

danco

By the way, "VM something" is probably VMWare Fusion. That is virtualisation software that allows you to run other operating systems (Windows, Linux, and even some other versions of Mac OS) inside Mac OS. If it of interest to you, the latest version is currently on sale, but the sale is due to end very soon.

DebCC

Megan, now I have another problem. I deleted the extension for 1Password 3 and added the extension for 1Password 4. Then I realized that after buying 1Password 4 it did not keep my license number! And when I look at the license information for 1Password 4 it says I only have a trial license. I paid for the upgrade. How do I get the license number?

DebCC

That makes sense that it is VM Fusion. I vaguely remember downloading something that let me run Windows programs because there was a windows app I wanted to use. It messed up my computer so bad I gave it up. Thanks!

Jasper

Hey @DebCC,

This support article should help you get 1Password 4 licensed properly:

How do I add my license to 1Password 4?

But feel free to ask if you still have any questions about it! :)

DebCC

Thanks so much. I think I have got it right with your help. I appreciate it!

Jasper

You're welcome! Glad I could help. :D

DebCC

You were a great help!