"Failed to unlock. Cannot load keychain profile."

natea

I just got a new SSD drive after the previous one failed. I was using Dropbox syncing, so I downloaded the latest 1Password 4, and when I tried to open the 1Password file in my Dropbox folder, it says, "We found your data in Dropbox. Unlock it with your master password or click here ▾ to select a different option." but when I enter my master password it says, "Failed to unlock. Cannot load keychain profile."

I also noticed on my iPad which is also using Dropbox sync to open the 1password file, when I go to Settings -> Sync, it says "Failed to begin Dropbox sync: Unknown error: error = "this app uses a version of Dropbox integration that is no longer supported. Please update your app or contact its developers"

Any ideas what's going on?

thanks,
Nate

sjk

Hi, @natea.

I'm sorry you're having trouble unlocking your 1Password keychain in Dropbox. Are you able to unlock it when using 1PasswordAnywhere from the Dropbox web site? And have you tried unlocking using any older password(s)?

With your iPad, it sounds like you might be using our older, now retired, 1Password 3 for iOS. Dropbox changed their API support and that version of 1Password for iOS can no longer sync using Dropbox. For more information about it please refer to our blog post.

If I can help you more with this or anything else please let me know.

natea

I can unlock the file using 1PasswordAnywhere from the Dropbox web site, but I still can't open the file on my Mac using the latest 1Password 4. Do I need to migrate my password file to the newer version?

sjk

Hi, @natea.

Thanks for verifying that it unlocks with 1PasswordAnywhere. If you configured a Primary vault in 1P4, could you try copying/renaming (not moving) the keychain from Dropbox to a non-Dropbox location, e.g. ~/Desktop/test.agilekeychain, and see if you can open and unlock it as a secondary keychain?

If that's a no-go for any reason please send a Diagnostics Report from your Mac and we'll help you resolve this through email; instructions are here:

Sending us your Diagnostics Report to help us help you!

Please do not post your Diagnostics Report in the forum, but do include a link to this topic in the email so we can "connect the dots" when we receive it. A quick comment here mentioning that you've sent it would also be helpful. Thanks in advance!

natea

I copied the keychain from my Dropbox to my Desktop and tried opening it, and got the same error. I'll send you a diagnostic report.

sjk

Thanks, @natea. I'm not sure if you've already sent email with the Diagnostics Report and just wanted to let you know I haven't spotted it yet.

natea

I have sent the email with the diagnostics report and have been conversing with Andrew about it. He suggested deleting the 1Password application and re-installing it, which I did, but I'm still getting the same error when I try to unlock the vault.

sjk

Hi, @natea.

I've followed up more with you about this in email with specific steps to try, basically starting over with a new data vault in 1P4. Please let me know how that goes. :)