1Password 4.4.3 does not open on new iMac

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DaveE
DaveE
Community Member
edited December 2014 in Mac

A new iMac has been purchased and the data from the old iMac transferred to the new using the Time Machine attached disc method. All appears to be OK except 1P4. The vault is stored in Dropbox and that vault is fine from the old iMac and a Macbook.

Versions:
1Password for Mac 4.4.3 (Agilebits store download)
Mac OS X 10.9.5

Here are my observations:

  1. The 1P mini app will accept the vault password and open OK but the passwords look to be not from the current Dropbox Vault - they are our passwords but recent changes in the some items are not apparent on the new iMac
  2. The Chrome extension also opens but the vault contents exhibit the same issues as in 1.
  3. When I try and open the main application it accepts the password but the vault does not open - it just sits there with a 'spinning wheel of doom'. I have to Force Quit 1P4. I would like to see what the settings are that would cause the issue in points 1 & 2 but can't as the main applications freezes!

Things I have tried (mostly from these forums):

  1. Removed 1P4 from Applications (moved to Trash, empty Trash, reboot Mac) then downloaded and installed a fresh copy of 4.4.3 - no difference.
  2. Moved the'1Password 4' folder from Library/Application Support and the two .plist files from Library/Preferences to the Desktop so I could do a fresh install. After the reboot I launched 1P4 - selected the previous user option and tried to select the Dropbox vault - it hangs at that point - I don't even get a chance to type in the vault password.
  3. Repeated items in 2. but on relaunch I said I wanted to create a new vault - entered new vault password and hint - on relaunch I typed in the new password -1P4 hangs and Force Quit is required.

Not sure what else I can try - any advice appreciated.

Comments

  • Stephen_C
    Stephen_C
    Community Member
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    Have you tried starting over? If you are sure your most up-to-date 1P data is in Dropbox that should enable you to start afresh and make a new attempt to sync properly with Dropbox.

    Stephen

  • DaveE
    DaveE
    Community Member
    edited December 2014
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    I assumed that that was what my action 3 was - pretend I was new to 1P and add a new vault pass phrase and hint. Does this not create a new vault? But on typing the new phrase in on relaunch it hangs.

    The crucial point is I never get to a point where i can adjust any settings as the menu bar items are frozen with the wheel of doom too.

  • Stephen_C
    Stephen_C
    Community Member
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    I didn't think your action 3 was the precise equivalent of starting over, which is why I recommended it and linked to the knowledge base article. Sorry if those are the exact steps you've already tried. As you'll have seen from the linked article it's not simply a matter of force quitting: you have to close 1P correctly to terminate the 1P mini process before taking the next steps in the article.

    Stephen

  • DaveE
    DaveE
    Community Member
    edited December 2014
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    The steps in the Starting Over article (thanks for the link) were not precisely what I did - primarily because I cannot initiate the 'Quit 1Password and 1Password Mini' menu item as I don't have a menu to initiate it from.

    We've just checked and the 1Password menu bar does not come up when the Mini is up and running - when we then start the main 1P application we see the application open (not locked) but no content and we see the 1Password menu bar but pointing at the menu bar (or application) just gives the spinning wheel - no interaction is possible. Other applications are OK - just 1P is locked up.

    Is there a way to terminate the processes via Terminal with the appropriate kill command and permissions (I am Linux literate but not Mac literate - this is on my sister's Mac) ? I'm going to have a poke around later to see if there is anything obvious.

    Other things I will try today (this is my last day here):

    I've copied the two .plist files and the 1Password 4 folder from the Macbook ~/Library area and will try those (thinking that the files may have been corrupted in the transfer process).

    I've downloaded another 4.4.3 in case the previous one I downloaded was corrupt (though I would assume Apple would check checksums on downloaded material).

  • DaveE
    DaveE
    Community Member
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    OK, partial success ...

    Copying the 1Password 4 folder and the two .plist files from a Macbook to the iMac has fixed the Mini app not seeing the correct password list - both machines are now looking at the same agilekeychain in Dropbox. Changes made on both Macs and changes seen on the other. Great! Looking at the two .plists the 2BUA... Macbook mentioned the Dropbox agilekeychain (and path) - the transferred one did not.

    The not so great is the Starting Over ... I managed to get to the Quit 1Password and 1 Password Mini item (the key was to not login either on the Mini or the main application) - so I followed the Starting Over process precisely.

    On restart I selected the 'I have used 1Password before' option, selected Dropbox then selected the .agilekeychain item in the Open dialog box - spinning wheel, I could not progress.

    Next I tried the 'I am new to 1Password option', created a new vault with a passphrase and hint. On entering the pass phrase on 1P restart - spinning wheel, I could not progress. I did not do a start over process between this step and the previous failed attempt at using Dropbox.

    So as I said, partial success - the only issue is the main application fails to start - which is pretty major in my book - but the Mini seems OK and that will probably suffice until I come back and upgrade to Yosemite in a few months - providing Apple fix their woeful wireless performance issues in Yosemite.

  • littlebobbytables
    littlebobbytables
    1Password Alumni
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    Hi @DaveE‌

    Something is really not right there.

    I'd like to ask you to create a Diagnostics Report from your Mac.

    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 you've sent the Report a post here with the ticket ID will help us to keep an eye out for it. :)

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

  • DaveE
    DaveE
    Community Member
    edited December 2014
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    Emailed diagnostics 2014-12-29T21:27Z.

    Ticket ID: #LNW-14379-514

    Note I will be leaving for home on 2014-12-30 (home is 350km away) but I hope to set up remote access to the Mac before I leave.

    Edit: Remote access done -Teamviewer tested and working

  • Megan
    Megan
    1Password Alumni
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    Hi @DaveE,

    We've received your Diagnostics Report - thanks for sending it in! I've updated the email thread with the necessary details from this forum discussion so that it is easier for our support team to get up to speed with the issue. Someone from the support team will get back to you as soon as possible with some further information. We'll keep the conversation going directly via email to avoid complicating things between here and there. :)

    ref: LNW-14379-514

This discussion has been closed.