1Password version 5 - Forgot password wanting to restart

bec4ks

I downloaded the trial several months ago to try out. I did not purchase until yesterday, but it remembers that I have an account from my trial. Unfortunately, I do not remember my password from the trial. I purchased the full version from the Mac App store - version 5. I followed the directions to start over - I moved the two folders from the container folder (2BUA8C4S2C.com.agilebits.onepassword-osx-helper and com.agilebits.onepassword4.plist) to my desktop and restarted. It continues to ask for my password when I open it again. Any ideas? Thanks for your help!

hawkmoth

I probably would try putting those files in the trash, empying the trash, then restarting. You don't have anything to lose doing so, since you aren't attempting to save your data.

Also, just checking to be sure the files you dragged to the desktop are in the locations described for the AgileBits web store version, not where the Mac App Store would have stored them.

I don't have lots of confidence that any of this will work, but it might.

thightower

Make sure to follow the direction https://guides.agilebits.com/1password-mac-kb/5/en/topic/starting-over fully, failure to do so will often lead to what you describe.

Several key points started by @hawkmoth

I downloaded the trial several months ago to try out

That means you were using the website version.

You indicate that you move the files from the "container" folder to the desktop.

I moved the two folders from the container folder

Thats technically wrong as the container folder is only used in the Mac App Store version.

The help document above lists the steps to go through for the website version. You would need to follow those steps to get things working properly.

Additionally make sure you move the old trial version of the application to the trash before launching the 1Password from the Mac App Store. The Mac App Store version is named "1Password" the trial version would likely be called "1Password 4" or "1Password 5" depending on which version you tried.

It is safe to keep the files on the desktop till you get things sorted.

Jasper

Hi @bec4ks,

Since you have previously had both the website (trial) version and Mac App Store version installed, please follow the starting over instructions for both versions.

Please let us know if that helps! :)

NwaCa

I evidently cannot remember my password. I have upgraded my mac to OS X Yosemite 10.10.1 and upgraded to 1password 5 from the App Store. I have spent several hours following the instructions for "starting over" & for "uninstalling 1 password 5 for mac" several times. Each time I reinstall the app from the App Store, when I select the lets get started tab, it goes straight to the enter password window. I have the IOS version on my iPhone bit it is not synced to my iMac.

Thanks for any help!

Drew_AG

Hi @NwaCa,

You shouldn't need to delete/reinstall the 1Password app on your Mac in order to start over. After following the Starting Over steps, you should be able to open the existing app and it should be like the first time (i.e. it will go through a setup process).

If you're using the Mac App Store version of 1Password, please make sure you're doing all the following:

• Quit 1Password and 1Password mini
• Locate the folder named 2BUA8C4S2C.com.agilebits.onepassword-osx-helper and drag it onto the Desktop
• Reboot your Mac

All of those steps are important, so please make sure you're not skipping anything. Also, if you've ever used the web store version of 1Password for Mac, you should also follow the steps in the Starting Over guide for "If you use the version of 1Password from the AgileBits store".

Does that help at all? Please let us know how it all goes, thanks!

NwaCa

Hi Drew,

I just did this one more time. I have previously tried this multiple times. In addition I have tried renaming the files after I moved them to the desktop and also tried deleting deleting them. Additionally I performed the optional steps in the "uninstalling 1 password 5 for mac".

I still only get the enter password window. Thanks.

rickfillion

Hi @NwaCa,

Did you look to see if you had AgileBits Store versions of the files as well? It's worth checking the starting over instructions and looking at the locations for the AgileBits store version of the app as well. When the app starts up it looks to find any database that it can get you started from. Very handy when that's what you're wanting it to do. But it can be a pain when you're trying to really convince it that you want to start from scratch.

It's important to remember to do the reboot part at the end. A lot of people gloss over that. OS X does some caching, and in this case we really really don't want it caching anything. Rebooting will flush those caches.

Rick

NwaCa

Drew,
I do not have that much data on my mac. I would be happy if I could just uninstall and then re install 1password 5. Thanks.

rickfillion

Hi @NwaCa,

Here's a link to a post Roustem wrote that explains how to do a complete uninstall of 1Password. These same instructions should work for 1Password 5.

https://discussions.agilebits.com/discussion/comment/87745/#Comment_87745

Rick

NwaCa

Rick,
Thanks, I found a store version of 4 in the files. I must have downloaded a trial version at some time. I performed the Starting Over procedures for both the store version and the App version and now 1 Password 5 opened normally. Thank you to both you and Drew for the quick help in solving my problem. This has to be some of the best product support I have ever had with any software.

Once again, THANKS!

NwaCa

Ben

Excellent. Thanks for the update NwaCa! If there is anything else we can do, please don't hesitate to contact us.