1Password5 Upgrade will not properly launch/doesn't begin new user prompts in OS 10.10.1

mattv

I was excited to upgrade to 1Password5 from 1Password3 today.

When I launched 1Password5 for the first time, a welcome screen came up. I hit ok. Since that time, 1Password has been unresponsive. I'm unable to apply my license, I'm unable to do anything with any menu because it won't allow me to start as a new user. I thought it was because I was running Beta 4 of 10.10.2, so I did the following:

1. Revert to OS 10.10.1 (I've been having a LOT of problems with 10.10.2) (This alone took 2 hours) - I'm no longer in the beta program!
2. Remove 1Password5 application and delete 1Password4 folder in Application support
3. Restart computer
4. Redownload 1Password5
5. Copy to Application folder and relaunch

Still no dice. 1Password just won't allow me to start as a new user. Consequently, I can't do anything.

Please advise as I've already spent 2.5 hours trying to get this to work.

Matt
Columbus, Ohio
OSX10.10.1
iMac27" Late 2013

rickfillion

Hi @mattv,

Can you describe to us what exactly shows up when you run 1Password 5? Do you get any windows show up at all? Does it keep bouncing in the Dock? Does it stop bouncing on the dock but is otherwise unresponsive?

If no windows show up at all but the icon has stopped bouncing on the Dock, then this likely means that the app is patiently waiting for 1Password mini to start up. 60 seconds later it should give up and tell you it was unable to connect to the mini (this would confirm that this is the problem we're seeing). If that's what we're seeing, the usual cause of this is either that OS X is having a tough time finding the mini, which a reboot usually solves. Alternatively it could be that OS X is detecting more than 1 instance of 1Password 4/5 on your Mac and things get stuck in a loop as it tries to launch the wrong mini for us. To fix that, simply make sure that there's only a single 1Password app on your system of version 4 or 5 (3 shouldn't conflict as it's built differently).

Looking forward to hearing from you.

Rick

mattv

When I launch 1password 5, the icon bounces once.. then nothing. The title bar says 1Password 5, but no windows appear. There is no error message whatsoever.

I've tried rebooting and even reinstalling the OS. Nothing works..

I've only one instance of 1Password on my system, since it is a clean install since I had 1Password 3 (about 2 years ago.)

mattv

when I go to "Window" and select "1Password" a screen comes up that says "Welcome to 1Password 5! Searching for existing 1Password vault..."

MikeT

Hi @mattv,

Are you dismissing the Welcome screen instead of pressing Awesome, let's get started button on the bottom of this welcome screen?

If yes, please try pressing the button instead of dismissing the window and see if it works.

mattv

I tried uninstalling and reinstalling the software. I don't get the welcome screen any more. It's possible I dismissed the welcome screen.
what now?

littlebobbytables

Hi @mattv‌

Here's a link to our Starting Over guide. It sounds like you're an Agile Web Store user rather than an Apple's Mac App Store (MAS) user so you want to follow that part of the guide.

I suspect it's the two plist files that are giving you grief at the moment. Don't forget the reboot step though please as it's important due to aggressive caching in many of the latest OS X versions.

As a 1Password 3 user please make sure not to do anything to your ~/Library/Application Support/1Password/ folder. That's where 1Password 3 stores its support files and assuming your 1Password.agilekeychain is still in there 1Password 5 will pick it up and simply ask you for your Master Password.

Please do keep us informed as to how you're doing.

mattv

Hello. I'm quickly losing patience with this. I'm now at 2.5 hours trying to resolve this problem.

I tried the "starting over" instructions. I did them three time, with a reset after each time and a fresh install of the 1Password 5 application.

Note that there was no: com.agilebits.onepassword4.plist file.

Is there a support person who can contact me directly? I doubt I'm the only person to have this problem.

littlebobbytables

Hi @mattv‌

We could take this to email but the reason we're encouraging use of the forums is we're still recovering from the spike in support requests since 1Password 5 was released. The hope is you will get a faster response here. Now some problems simply can't be resolved and we will escalate them.

Based on the experiences of another member of the team we'd like you to try one more thing before we ask for a diagnostic report. It's been recommended you ensure disk permissions aren't messing anything up and we can do that with the following.

1. Open up Disk Utility, you can find it in /Applications/Utilities/
2. Select your hard drive from the sidebar and click on the Repair Disk Permissions button. If the button is greyed out it might be you've selected the drive but not the encrypted logical partition, something you'll have if you use File Vault. Here's an example of what I mean by that.

If that doesn't resolve the issue then we'll request a diagnostic report.

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!