All Data Vanished!!

wideangletcd

I opened the app this morning to find all data missing. I do not sync with anything and I certainly did nothing intentional to do this. Any ideas?
MacBook Pro, 1Password Version 3.8.21 (build 32009)

Thanks, GD

wideangletcd

OK, I just saved a password and now all data is back. This was pretty disconcerting, how did this happen?

Megan

Hi @wideangletcd,

I'm so sorry to hear that you had a scare there - I can imagine how that must have felt!

Just to ensure that there is nothing odd going on in your system, could you please send us a Diagnostics Report?

If you are using OS X 10.8 Mountain Lion or OS X 10.7 Lion: Download the 1Password Troubleshooting utility and follow the instructions to generate the report.

If you are using OS X 10.9 Mavericks or OS X 10.6 Snow Leopard: Using your browser please download a small standalone tool from us that will run a networked copy of our diagnostics tool.

http://i.agilebits.com/kyle/tools/1Password_diagnostics.zip

After the download is complete, use Finder to locate it. It should be in your downloads folder. If the file ends in .zip then your browser has not already unzipped it. Please double click it to expand it.

The expanded file will have a "Unix Executable File" named 1Password_diagnostics. Double-clicking this will cause a Terminal window to open and download some files it needs. (Note: If you use OS X Lion or Mountain Lion, you may need to right click the file, choose Open, and click Open on the dialog).

Once it completes it should open a window in your browser with the results. Please click File->Save As to save this file to your computer. Please save it as "Page Source" or "HTML" if there are options for this.

If you do not get a report created, please copy and paste the output from the Terminal window so we can take a look at the errors that were created. This will help us figure out where the problem is in creating the diagnostics report.

Then attach the entire file to an email to us: support+forum@ agilebits .com

Please do not post your Diagnostics Report in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Report in our inbox.

Once we see the report we should be able to better assist you. Thanks in advance!

privateer

Still haven't heard back after sending the Diagnostics Report.

Perhaps it is the holidays, but I'm stuck waiting... will you please let me know what is happening? Thank you

Megan

Hi @privateer,

I'm so sorry to hear that you're still waiting for support. I've taken a look through our email system with the email address you used in the forums, and I have been unable to find an open ticket. Could you send me a private message with the email address you used to send in the Diagnostics Report? I'll do my best to track your email down.

privateer

Sent private email. If you need me to forward it again, just let me know.

Megan

Hi @privateer,

Thanks for the message! One of our tech gurus has already responded to your email, we'll keep the conversation going directly there so that we don't duplicate efforts here :)