Downward spiral!

habs247

Hi,

I have been using 1P without issue on my iPad, iPhone and Mac for the past few months.

Earlier today I received an error when trying to use the 1P password generator on my Mac: something to the effect of "1P vault is corrupt, please reinstall".

So I tried to wipe the program from my computer and reinstall it. Reinstall seems to work but once I try to launch the program it asks for my master password. Won't accept it. I try my password on both my iPhone and iPad - no issues at all.

What should I try to do?

Thanks in advance!

Stephen_C

You may need to start over on your Mac. If so, disable sync and then follow carefully the steps in the knowledge base article to which I've linked. You can then re-enable sync and get the latest data from your iOS devices.

I'm assuming you are using 1P4 or 1P5 and that you have an up to date and usable copy of your vault on one or other of your iOS devices, from which you can recover your data.

Stephen

littlebobbytables

Hi @habs247‌

Let us know how you progress and if you're running into any issues please do let us know.

If you haven't already followed the Starting Over guide then you could also try the following:

I would have thought that restoring a backup might help too on the assumption you haven't changed anything since the last backup was made. You don't need to be able to unlock your vault to restore an older backup so the fact that you can't get into your vault wouldn't stop this.

To restore a backup you would enter 1Password's preferences and switch to the Backup tab. Once you select the latest backup the Restore button would become enabled. 1Password has to completely close to restore a backup but it should accept your Master Password afterwards.

If you have followed the Starting Over guide then using the sync data is another route to go.

Keep us informed!

habs247

Thanks to both of you for helping out. Unfortunately, neither solution proved fruitful.

First off, disabling sync in the desktop version isn't possible without me first entering my master password. Nevertheless, I tried continuing on with the start over guide but when confronted with the password screen, it still didn't accept my (actual, as it works on my iPhone / iPad) password.

Restoring the backup option also didn't work - it asked me to point to a backup location but I had no idea where this would reside on my computer? My fear is that I deleted it when uninstalling 1P yesterday.

Quite frustrating - what else can I do? I need my passwords!

Thanks again!

littlebobbytables

Hi @habs247‌

In situations like this it's probably easiest to work from a Diagnostic Report so can I ask the following please.

I'd like to ask you to create some Diagnostics Reports, one from each of your devices (one of your iOS devices will be sufficient).

—Mac—
https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report#mac4

—iOS—
https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report#ios4

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!

habs247

Done, thank you very much. I look forward to a solution!

littlebobbytables

Hi @habs247‌

I see somebody has already contacted you regarding this. To avoid any confusion or duplication in the troubleshooting I'm going to close this thread now and we'll keep the conversation going via email.

ref: DYT-57136-793