Two-user Problem - 1Password hangs during setup in new account [resolved by restarting system]

Options
jasnw
jasnw
Community Member
edited August 2014 in Mac

To shorten a very long story, I'm working to get 1Password set up for a second user on an iMac (Mavericks; v4.4.1 App Store) and seem to have munged things up to the point of needing to reinstall 1Password. After having problems getting the second user set up with the 1Password information from the first user, I deleted the user (complete delete - home directory and everything) and started over with the same user name. Now when I try to run 1Password as the second user, it hangs without displaying any window and I have to force-quit it. When I finally found where the log is hidden (in Library/Containers/Library/... - really?) the app is complaining that it can't start the helper app.

I'm thinking I need to make another backup of 1Password on the first user side of things, uninstall 1Password completely, and reinstall. If that's the case, what's the procedure for doing all this for an App Store app?

Comments

  • Jasper
    Jasper
    Options

    Hi @jasnw,

    Instructions for starting over can be found here: http://guides.agilebits.com/knowledgebase/1password4/en/topic/starting-over-mac

    (Please ensure that you keep the 2BUA8C4S2C.com.agilebits.onepassword-osx-helper_OLD folder.)

    If you need further help, could you please email us a Diagnostics Report from your Mac, along with your forum username and a link to this discussion, to support+forum@agilebits.com so we can investigate.

  • jasnw
    jasnw
    Community Member
    edited August 2014
    Options

    Oops - thought I had posted this log segment. I'll be working on this tomorrow and will get back to you then.
    Thanks

    Here's the start of the log.

    Sat Aug 16 15:46:15 2014| 441006 [APP:0x618000262c40:<OPAppDelegate: 0x600000196b30>] M applicationDidFinishLaunching: | Starting 1Password (AppStore) 4.4.1 #441006 built May 25 2014 17:12:00
Sat Aug 16 15:46:15 2014| 441006 [XPC:0x618000262c40:<OPHelperConnection: 0x60000046c540>] S connect | Connecting to helper
Sat Aug 16 15:46:15 2014| 441006 [XPC:0x618000262c40:<OPHelperConnection: 0x60000046c540>] S startHelper | Starting '2BUA8C4S2C.com.agilebits.onepassword-osx-helper'
Sat Aug 16 15:46:15 2014| 441006 [XPC:0x618000262c40:<OPHelperConnection: 0x60000046c540>] E startHelper | Failed to start '2BUA8C4S2C.com.agilebits.onepassword-osx-helper'
Sat Aug 16 15:46:15 2014| 441006 [XPC:0x61800026cc80:<OPHelperConnection: 0x60000046c540>] E handleXPCError: | Problem talking to the helper: Error Domain=NSCocoaErrorDomain Code=4099 "Couldn’t communicate with a helper application." (The connection was invalidated.) UserInfo=0x61800026c2c0 {NSDebugDescription=The connection was invalidated.}
Sat Aug 16 15:46:15 2014| 441006 [XPC:0x61800026cc80:<OPHelperConnection: 0x60000046c540>] S handleXPCError: | XPC connection got invalidated, will ask user to restart 1Password.
Sat Aug 16 15:46:16 2014| 441006 [XPC:0x60000046d140:<OPHelperConnection: 0x60000046c540>] E handleXPCError: | Problem talking to the helper: Error Domain=NSCocoaErrorDomain Code=4099 "Couldn’t communicate with a helper application." (The connection was invalidated.) UserInfo=0x60000046cd80 {NSDebugDescription=The connection was invalidated.}
Sat Aug 16 15:46:16 2014| 441006 [XPC:0x60000046d140:<OPHelperConnection: 0x60000046c540>] S handleXPCError: | XPC connection got invalidated, will ask user to restart 1Password.
Sat Aug 16 15:46:17 2014| 441006 [XPC:0x60000046d140:<OPHelperConnection: 0x60000046c540>] E handleXPCError: | Problem talking to the helper: Error Domain=NSCocoaErrorDomain Code=4099 "Couldn’t communicate with a helper application." (The connection was invalidated.) UserInfo=0x60000046cd80 {NSDebugDescription=The connection was invalidated.}
Sat Aug 16 15:46:17 2014| 441006 [XPC:0x60000046d140:<OPHelperConnection: 0x60000046c540>] S handleXPCError: | XPC connection got invalidated, will ask user to restart 1Password.
Sat Aug 16 15:46:18 2014| 441006 [APP:0x618000262c40:<OPAppDelegate: 0x600000196b30>] S hockeyManagerStarted | XPC connection is not yet available, retrying 4/60 in 1 sec...
Sat Aug 16 15:46:18 2014| 441006 [XPC:0x60000046d140:<OPHelperConnection: 0x60000046c540>] E handleXPCError: | Problem talking to the helper: Error Domain=NSCocoaErrorDomain Code=4099 "Couldn’t communicate with a helper application." (The connection was invalidated.) UserInfo=0x608000474d00 {NSDebugDescription=The connection was invalidated.}
Sat Aug 16 15:46:18 2014| 441006 [XPC:0x60000046d140:<OPHelperConnection: 0x60000046c540>] S handleXPCError: | XPC connection got invalidated, will ask user to restart 1Password.
Sat Aug 16 15:46:19 2014| 441006 [APP:0x618000262c40:<OPAppDelegate: 0x600000196b30>] S hockeyManagerStarted | XPC connection is not yet available, retrying 5/60 in 1 sec...
Sat Aug 16 15:46:19 2014| 441006 [XPC:0x60000046d140:<OPHelperConnection: 0x60000046c540>] E handleXPCError: | Problem talking to the helper: Error Domain=NSCocoaErrorDomain Code=4099 "Couldn’t communicate with a helper application." (The connection was invalidated.) UserInfo=0x60000046d340 {NSDebugDescription=The connection was invalidated.}
Sat Aug 16 15:46:19 2014| 441006 [XPC:0x60000046d140:<OPHelperConnection: 0x60000046c540>] S handleXPCError: | XPC connection got invalidated, will ask user to restart 1Password.
...
  • sjk
    sjk
    1Password Alumni
    Options

    Thanks for the followup with the log, @jasnw. I added formatting so it's a bit more readable. :)

    It would be great if we can get a Diagnostics Report from your old and new user accounts so we can check how 1Password is configured in both of them. To clarify, is your intention for the new account to at least initially use the same 1Password data as in the old account? And will there be any further syncing of data between them?

  • jasnw
    jasnw
    Community Member
    Options

    I have tried the "Start Over" process with no luck. Still have a non-responsive 1Password for the secondary user. I downloaded the diagnostics tool and ran it as both the primary and secondary user after this latest attempt and mailed the results using the email built by the diagnostic program.

  • jasnw
    jasnw
    Community Member
    Options

    Also, I ran all of the various corrective actions available via the diagnostic tool. They all seemed to run, but still no luck getting 1Password working for the secondary user. Still OK for the primary user.

  • sjk
    sjk
    1Password Alumni
    edited August 2014
    Options

    Hi @jasnw,

    Your email with the reports has been received; thanks for sending that in! We'll review the reports and follow up with you in email as soon as possible with suggestions to fix this problem with 1Password in the new account.

    One other suggestion here: can you please restart your system and see if that makes any difference? Thanks!

    ref: NDP-88696-677

  • jasnw
    jasnw
    Community Member
    Options

    OK, now I'm just embarrassed. A restart seems to have fixed things. I used a transferred backup file to populate the database for the secondary user and all seems fine. Thanks.

  • sjk
    sjk
    1Password Alumni
    Options

    No worries, @jasnw. :)

    I'm glad you could resolve the problem with 1Password getting stuck in the new account after restarting your Mac!

    If you have any further issues please don't hesitate to start a new forum topic or email us directly -- we're here to help! Since we've reached a happy ending with this discussion I'll close it now. :)

This discussion has been closed.