1Password 5 cannot be opened because of a problem [Read post #46 for the fix, basically reinstall]

Drew_AG · February 2015

Hi @jichikawa, @Djschuld, @martoni, @Cathy, @jb6090, @patrickrwright, @pwarwick, and @MostyRusty,

I'm so sorry for the inconvenience! As explained earlier, @MikeT is collecting some data to help our developers solve this issue and prevent it from happening in future updates. He's also been sending instructions to get 1Password working on your Macs again. Mike isn't in at the moment, but we don't want to keep you all waiting - we know how important it is for you to get 1Password working as soon as possible!

You can find steps to send us some helpful data as well as steps to fix the problem in this post from another thread about the same issue. Sending us the requested data is optional of course, but will be extremely helpful for our developers. If you don't want to do that, you can simply skip to the part about getting 1Password up and running.

Thank you all for your patience! If you have any questions about this, or if you still have trouble with 1Password after following those steps, please let us know - we're here for you! :)

janine · February 2015

I had the same problem this morning, which I solved by downloading and reinstalling. I saved the old copy of the app and used Unix diff to compare them - it's missing a whole lot of files. I'm guessing you know this by now, but just FYI. I'll also go look at the other thread and send the requested info.

Drew_AG · February 2015

Thanks @janine, we really appreciate it! I'm also happy you were able to solve the problem. :)

MikeT · February 2015

Hi @janine,

Correct, the problem is that some users are getting the 1Password app that's missing 20MB worth of files. Everyone who has submitted their data to us shows the same 20MB missing from their app file. We're trying to figure out where the bad file is from. We triple-checked our CDNs and source of the app files where the our app updater pulls the update from, they're all fine. We're looking at a possible local issue on the device where OS X might be having permission issues or can't extract the zip file properly.

We'll follow up as soon as we have more information.

If you do find anything interesting, please do let us know.

vsanguan · February 2015

Can you please send me the fix instructions? I'm having the same problems. Thanks!

MikeT · February 2015

Hi @vsanguan,

I sent you the PM.

DarkOrigins · February 2015

Hi All

Same problem here. Diags are;

 Process:               1Password 5 [544]
 Path:                  /Applications/1Password 5.app/Contents/MacOS/1Password 5
 Identifier:            com.agilebits.onepassword4
 Version:               ???
 Code Type:             X86-64 (Native)
 Parent Process:        ??? [1]
 Responsible:           1Password 5 [544]
 User ID:               501

 Date/Time:             2015-02-05 08:23:34.023 +0000
 OS Version:            Mac OS X 10.10.2 (14C109)
 Report Version:        11
 Anonymous UUID:        F4801853-6F79-EE67-F33C-68B18B8B4464

 Time Awake Since Boot: 170 seconds

 Crashed Thread:        0

 Exception Type:        EXC_BREAKPOINT (SIGTRAP)
 Exception Codes:       0x0000000000000002, 0x0000000000000000

 Application Specific Information:
 dyld: launch, loading dependent libraries

 Dyld Error Message:
   Library not loaded: @loader_path/Frameworks/CrashReporter.framework/Versions/A/CrashReporter
   Referenced from: /Applications/1Password 5.app/Contents/Frameworks/HockeySDK.framework/Versions/A/HockeySDK
   Reason: image not found</code>

Re-downloaded from https://d13itkw33a7sus.cloudfront.net/dist/1P/mac4/1Password-5.1.zip (from download page on agilebits) which came down as;
34660786 26 Jan 15:33 1Password-5.1.zip

In the applications folder it's 36,751,216 bytes (39.7 MB on disk) which looks like it's missing the 20MB of data you mentioned previously.

Downloading the same URL from a different location (Unix box in our data centre, still in UK) in case it's my local ISP caching a bad version;

$ wget https://d13itkw33a7sus.cloudfront.net/dist/1P/mac4/1Password-5.1.zip
 --2015-02-05 08:30:35--  https://d13itkw33a7sus.cloudfront.net/dist/1P/mac4/1Password-5.1.zip
 Resolving d13itkw33a7sus.cloudfront.net... 54.192.8.58, 54.230.10.65, 54.230.8.131, ...
 Connecting to d13itkw33a7sus.cloudfront.net|**54.192.8.58**|:443... connected.
 HTTP request sent, awaiting response... 200 OK
 Length: 34660786 (**33M**) [application/zip]
 Saving to: `1Password-5.1.zip'

 100%[======================================>] 34,660,786  4.70M/s   in 7.6s    

 2015-02-05 08:30:43 (4.33 MB/s) - `1Password-5.1.zip' saved [34660786/34660786]

So 54.192.8.58 has the 34MB file, looking at a couple of others;

$ wget --spider https://d13itkw33a7sus.cloudfront.net/dist/1P/mac4/1Password-5.1.zip
Spider mode enabled. Check if remote file exists.
--2015-02-05 08:37:44--  https://d13itkw33a7sus.cloudfront.net/dist/1P/mac4/1Password-5.1.zip
Resolving d13itkw33a7sus.cloudfront.net... 54.230.8.244, 54.192.8.71, 54.230.10.56, ...
Connecting to d13itkw33a7sus.cloudfront.net|**54.230.8.244**|:443... connected.
HTTP request sent, awaiting response... 200 OK
Length: 34660786 (**33M**) [application/zip]
Remote file exists.

Same file with 54.192.8.60, 54.230.10.25, 54.230.10.56, 54.192.8.57, 54.192.8.72, 54.230.9.150, 54.230.11.56

Anything else you'd like me to try ;-?

Mark

rickfillion · February 2015

Hi @DarkOrigins,

Thanks for the additional info there. I'm still sifting through all of our info to try to find the patterns. I believe I've ruled out the possibility that you and the other users are getting a truncated zip file. If that was the case, I should be able to create such a file locally and be able to unzip it as expected. But so far all tests I've done have resulted in a zip file that refuses to unzip. I setup a test here that would make the update process run in a loop, able to do an update every 9 seconds. I ran it for 12 hours, and didn't hit an error. This was with additional pauses in place in places where I could find that might be time-sensitive.

Do you think you could go through the update process again for us to see if the problem would reproduce on your Mac? To do that:

Quit 1Password and 1Password mini
Drag 1Password to the trash
Download 1Password 5.0.2 from here.
Update it to 5.1 from the updater.

Thanks so much for your help. I really want to fix this.

Rick

DarkOrigins · February 2015

Hi Rick

Remove /Applications/1Password 5.app
Download file given
34230965 30 Oct 18:25 1Password-5.0.2.zip
Install & accept 'move to applications folder'

All seems ok

I am now being offered the upgrade to 5.1. Would you like me to go round the loop again, and if so what diagnostics would you like? Or should I just stick with 5.0.2 until everything is working again?

Mark

Drew_AG · February 2015

Hi @DarkOrigins,

Please try the update for 5.1 again (from the main app, go to the menu for 1Password 5 > Check for Updates...). I believe @rickfillion wanted to know if the same problem happened again, or if it worked this time. I'll ping him to find out if he'd like any particular diagnostics. Thanks so much for helping out with this! :)

rickfillion · February 2015

Hi @DarkOrigins,

As @Drew_AG said, I'm curious to know if the update will work for you. i.e. is this system dependent? Is that why we haven't been able to reproduce it here yet? I'd love a diagnostics report from your system regardless. You can do so by following the instructions on this page. Email it to support+forums@agilebits.com and include a link to this thread.

I'm trying to find the commonalities between the systems that have been affected by this.

Rick

DarkOrigins · February 2015

Hi @rickfillion
Update seems to have been successful. Now on 5.1 again and still working. Diags in your email as requested. Let me know if you need anything else.
Mark

rickfillion · February 2015

Thanks @DarkOrigins. Will take a look at those shortly when I get back onto the bug for the day.

Cheers.

Rick

ref: ASX-47999-729

Sparkynz · February 2015

Can I please have the fix sent to me for this issue. Thanks

MikeT · February 2015

Hi guys,

We found the potential cause and are investigating the fix for it, so we're not going to need to collect data anymore.

Here's the fix:

Move the 1Password 5.app in your Applications folder to your Trash
Make sure not to allow any app cleaning tools to clean up after 1Password. Only the .app file should be in the Trash. Now, empty the trash
Reboot your Mac and download the latest copy of 1Password here: http://agilebits.com/downloads
Extract the downloaded file and move the new 1Password 5.app file to your Applications folder and open it, it should now work properly.

@sparkynz, please do the above steps to fix the issue.

dmoothart · February 2015

1Password updated itself last week and now I can't open it at all. What should I do?

Here is the error message:
"1Password 5 cannot be opened because of a problem. Check with the developer to make sure 1Password5 works with this version of OSX"

See the screenshot attached.

I have Yosemite 10.10.2

My Chrome extension is not working either.

Please help!

Drew_AG · February 2015

Hi @dmoothart,

I merged your message with this discussion about the same issue. You can find steps to fix this right above, in post #46.

Hopefully that takes care of it, but please let us know if you run into more problems or have questions. Thanks!

funkadelik · February 2015

Same freaking problem!!! happens each time this app updates! come on!!!! ffs

rossdleavitt · February 2015

I'm having the same problem. I already downloaded a fresh copy, but I got the same error when I tried to open the downloaded file. By the way, the size of the app in my applications folder is 36.8 MB. I also use CleanMyMac 2. Please help!

Oh, and will I be able to retain my saved passwords?

sjk · February 2015

Hi @funkadelik,

Does reinstalling the 1Password application, as instructed in post #46, resolve the problem for you? Which version of 1Password are you currently running?

A fix for this is in the works; we're sorry for the inconvenience it's causing you.

sjk · February 2015

Hi @rossdleavitt,

Have you exactly followed all the instructions in post #46 for reinstalling the 1Password application? Make sure you've moved the extracted 1Password 5.app to your system Applications folder, as in step 4. Doing this will not touch any of your 1Password data; all your saved passwords will be retained.

sjk · February 2015

Hello everyone!

Until the bug is resolved, here's a tip that may help avoid the problem with 1Password not opening after it's updated.

When 1Password Updater runs and a new version is available, the first step is to click Install Update in the initial Software Update window:

Once the download has completed, it is best to click Update and Relaunch in the next Software Update window as soon as possible:

Delaying the Update and Relaunch step increases the chance that the update will not be properly installed.

Bugrahan · February 2015

Hi,
I am receiving this error while starting the app. The app does not start. Appreciate your help;

Process: 1Password 5 [609]
Path: /Applications/1Password 5.app/Contents/MacOS/1Password 5
Identifier: com.agilebits.onepassword4
Version: ???
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: 1Password 5 [609]
User ID: 501

Date/Time: 2015-02-10 22:05:20.632 +0200
OS Version: Mac OS X 10.10.2 (14C109)
Report Version: 11
Anonymous UUID: 8DFBE406-5357-C78B-A6D7-563CFDA6C851

Time Awake Since Boot: 180 seconds

Crashed Thread: 0

Exception Type: EXC_BREAKPOINT (SIGTRAP)
Exception Codes: 0x0000000000000002, 0x0000000000000000

Application Specific Information:
dyld: launch, loading dependent libraries

Dyld Error Message:
Library not loaded: @loader_path/Frameworks/CrashReporter.framework/Versions/A/CrashReporter
Referenced from: /Applications/1Password 5.app/Contents/Frameworks/HockeySDK.framework/Versions/A/HockeySDK
Reason: image not found

Binary Images:
0x7fff6f81e000 - 0x7fff6f854837 dyld (353.2.1) <65DCCB06-339C-3E25-9702-600A28291D0E> /usr/lib/dyld
0x7fff80595000 - 0x7fff8092bfff com.apple.CoreFoundation (6.9 - 1152) /System/Library/Frameworks/CoreFoundation.framework/Versions/A/CoreFoundation
0x7fff8092c000 - 0x7fff80931ff7 com.apple.MediaAccessibility (1.0 - 61) <00A3E0B6-79AC-387E-B282-AADFBD5722F6> /System/Library/Frameworks/MediaAccessibility.framework/Versions/A/MediaAccessibility
0x7fff80be1000 - 0x7fff80c77ffb com.apple.CoreMedia (1.0 - 1562.107) /System/Library/Frameworks/CoreMedia.framework/Versions/A/CoreMedia
0x7fff80c78000 - 0x7fff80e5dff3 libicucore.A.dylib (531.31) /usr/lib/libicucore.A.dylib
0x7fff80e5e000 - 0x7fff80ea4ffb libFontRegistry.dylib (134) <01B8034A-45FD-3360-A347-A1896F591363> /System/Library/Frameworks/ApplicationServices.framework/Versions/A/Frameworks/ATS.framework/Versions/A/Resources/libFontRegistry.dylib
0x7fff80f38000 - 0x7fff8113bff3 com.apple.CFNetwork (720.2.4 - 720.2.4)
.......
.......

Model: MacBookAir3,2, BootROM MBA31.0061.B07, 2 processors, Intel Core 2 Duo, 2.13 GHz, 4 GB, SMC 1.66f61
Graphics: NVIDIA GeForce 320M, NVIDIA GeForce 320M, PCI, 256 MB
Memory Module: BANK 0/DIMM0, 2 GB, DDR3, 1067 MHz, 0x80CE, 0x4D34373142353237334348302D5946382020
Memory Module: BANK 1/DIMM0, 2 GB, DDR3, 1067 MHz, 0x80CE, 0x4D34373142353237334348302D5946382020
AirPort: spairport_wireless_card_type_airport_extreme (0x14E4, 0xD1), Broadcom BCM43xx 1.0 (5.106.98.100.24)
Bluetooth: Version 4.3.2f6 15235, 3 services, 27 devices, 1 incoming serial ports
Network Service: Wi-Fi, AirPort, en0
Serial ATA Device: APPLE SSD SM256C, 251 GB
USB Device: Cruzer Fit
USB Device: FaceTime Camera (Built-in)
USB Device: Internal Memory Card Reader
USB Device: BRCM2070 Hub
USB Device: Bluetooth USB Host Controller
USB Device: Apple Internal Keyboard / Trackpad
Thunderbolt Bus:

Drew_AG · February 2015

Hi @Bugrahan,

I'm sorry you're having trouble opening 1Password! I've moved your message to this discussion since it sounds like the same problem. To fix this, please follow the steps in post #46.

I hope that solves the problem for you, but please let us know if you need more help or have questions about that.

Bugrahan · February 2015

Thank you very much
It solved the problem

Jasper · February 2015

You're welcome, @Bugrahan. :)

Please let us know if you have any other questions. We're always happy to help!

st33ltrout · February 2015

I updated to version 5.1 today and now I can't get it to launch. As soon as it opens up, it crashes. I tried reinstalling, and that didn't help.

Error as follows:

Process: 1Password 5 [20337]
Path: /Applications/1Password 5.app/Contents/MacOS/1Password 5
Identifier: com.agilebits.onepassword4
Version: ???
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: 1Password 5 [20337]
User ID: 501

Date/Time: 2015-02-13 15:56:04.856 -0500
OS Version: Mac OS X 10.10.2 (14C109)
Report Version: 11
Anonymous UUID: DAA04F2D-CAA9-44C7-FB79-8269BDD9E3EC

Sleep/Wake UUID: 9535AA65-3940-4B7F-90AA-8D09FC4716CE

Time Awake Since Boot: 150000 seconds

Crashed Thread: 0

Exception Type: EXC_BREAKPOINT (SIGTRAP)
Exception Codes: 0x0000000000000002, 0x0000000000000000

Application Specific Information:
dyld: launch, loading dependent libraries

Dyld Error Message:
Library not loaded: @loader_path/Frameworks/CrashReporter.framework/Versions/A/CrashReporter
Referenced from: /Applications/1Password 5.app/Contents/Frameworks/HockeySDK.framework/Versions/A/HockeySDK
Reason: image not found

Drew_AG · February 2015

Hi @st33ltrout,

I'm sorry to hear you're having trouble opening 1Password after the latest update! I merged your message with this thread about the same issue. Please check out post #46 for steps to fix this on your Mac.

If you need more help with that, just let us know. Thanks!

1Password 5 cannot be opened because of a problem [Read post #46 for the fix, basically reinstall]

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