Cannot open 1Password 5 installed on 2nd Mac computer [moved to email]

duwainjp

1Password 5.1 works on Mac Pro and all iOS devices using iCloud sync. A week later I installed 1Password 5.1 on a MacBook Pro (iCloud sync) but the password was rejected. Caps lock was not on and the iCloud settings on both computers running OS X Yosemite V 10.10.2 are correct.

The software downloaded from the Apple Store for the Mac Pro used xxx@mac.com. The software downloaded from the Apple Store for the MacBook Pro used xxx@att.net. The error was detected because of a 2nd charge and the downloaded software was put in the trash before an attempt was made to open it.

In an Apple One to One session about 3 hours later Apple received approval for a credit. Next they changed the email on the MacBook Pro to xxx@mac.com, the same as on the Mac Pro and 1Password appeared in the purchased list for the 1st time. 1Password was downloaded, iCloud showed sync but the password was always rejected.

Apple One to One personnel made suggestions but all was to no avail. Help is requested.

littlebobbytables

Hi @duwainjp,

Well I'm glad you picked up on the mistaken purchase quickly, it makes it easier I'm sure when requesting a refund.

Now to the core of your issue.

The first suggestion is a sanity check. You might want to type your Master Password on both your Mac Pro and your MacBook Pro and make sure the keyboard layout or similar isn't messing something up. I'd probably suggest an application like TextWrangler over TextEdit as I seem to vaguely remember reading about drafts and iCloud - something you don't wish to ever happen when used in a sentence with Master Password. If you're pretty savvy with Macs you could even use Screen Sharing and copy and paste to confirm that the exact string opening your Mac Pro is the one being used on the MacBook Pro.

If that doesn't help and nothing in our Troubleshooting: Master Password not accepted helps either I'd like you to do the following for us please.

I'd like to ask you to create a Diagnostics Report from your MacBook Pro.

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!

sjk

Hi @duwainjp,

We received your email with the diagnostics report; thanks for sending that in. Laura's been assisting you through email so we'll continue the troubleshooting and discussion there. :)

ref: MLL-97285-449