Master Password Not Accepted on One Device

boombash

Running 1Password 5 on Macbook Air (and iPhone 5 and an iMac at work) syncing by Dropbox. I'm a new user of about two months.

Suddenly my master password is not accepted on the Macbook Air. It works on my iPhone (both Pin and full MP). The problem seems to have been immediately preceded by a notice of running two copies of 1P mini--one, I think, was running from my downloads folder. I had gotten this error before, but did another and things worked normally. I have tried:

deleted all copies of 1P in my downloads folder
restarted MBA
restored a backup of a copy before the problems started
deleted the 1P application file and all browser extensions and reinstalled fresh copy from AgileBits website

I didn't remap keyboard. I am very certain that I am correctly typing in master password.

I don't have access to my iMac at work at the moment. I am afraid to do too much more, I don't want to sync the current data from my MBA with other devices.

Suggestions?

Thanks

Megan

Hi @boombash ,

Thanks for writing such a detailed report of the issue you're seeing! It gives us a great place to start. Now, quick question: have you changed your Master Password at any point while using 1Password? I'm wondering if the backup that you restored to might have a previous Master Password attached to it.

boombash

No, not changed since setting up a month or two ago. I've been using the same password successfully since then on three devices.

boombash

And the restored file was just from a few days ago--when everything was working fine. Although I could try restoring one that goes further back, say a week or so. But I'm sure I successfully used 1P over the last couple of days.

In any case, Megan, thanks for your help on this.

boombash

So, I restored a recent back up (from about a week ago). Entered master password and nothing: no shaking, no red text that said wrong password, etc. So, I restored from a different backup, a more recent one, from three or four days ago: and Success. Everything was working. So downloaded the Safari extension. And closed 1password. Then tried to open 1P from both Launchpad and from 1P mini: and rejected my master password again.

I deleted the Safari extension, restarted the computer: and still won't take my master password.

Megan

Hi @boombash,

Thanks for getting back to me! That is odd, let's take a closer look at your system to figure out where things are getting tangled up. I'd like to ask you to create a Diagnostics Report from your Mac:
https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report#mac4

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.

A short note here once you've sent the Report in 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!

boombash

Email with diagnostics sent as requested. Subject line says: "Diagnostic Report attached: Megan"

Drew_AG

Hi @boombash,

We received your Diagnostics Report, thanks! I see that someone has replied to you. We'll keep the conversation going directly via email to avoid complicating things between here and there. Hopefully this will all be resolved soon! :)

ref: ZYH-86963-969