1Password 5.2 won't load

Chris32
Chris32
Community Member
in Mac

I am running OS X Yosemite Version 10.10.2. I had been running 1Password 5 for sometime but it crashed recently. I have tried to load version 5.2 but it won't successfully open. I have my 1PW 5 purchase receipt which was un upgrade from my original 1Password 3 license but I don't have new license number. I am able to run the older Version 3.8.22 but want to be able use the current version with it's great features. Thanks for any help.

Comments

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @Chris32,

    I'm sorry you're having trouble opening the 1Password app! Can you please give us some more details about what happens when you try to open it? Do you get an error message? If so, what does it say? If you don't get an error, what happens instead? Are you double-clicking the 1Password 5.app file in the Applications folder?

    Once we hear back with more details, we should have a much better idea of how to help you get 1Password working again. Thanks!

  • Chris32
    Chris32
    Community Member

    Thx Drew. When I double click on the 1PW5 app in the download folder I get an Mac "error report" part of which I've tried to paste below:

  • monaco888
    monaco888
    Community Member
    edited February 2015

    Exactly the same error message details as Chris32 here - this is pretty urgent, I can't log into any of my accounts right now because 1password won't load after trying the upgrade! >_<

    Before seeing the crash details here is the first thing that pops up when i try to start up 1password: http://cl.ly/image/1f462f010z0K/Image 2015-02-11 at 3.38.44 PM.png

  • Chris32
    Chris32
    Community Member

    Like monaco888 I get the same message before the detailed error message / crash log pops.

  • monaco888
    monaco888
    Community Member

    We can't be the only two people - this seems like a very critical fire considering we're entirely blocked from signing into any of our accounts... Agilebits is this issue blocking other customers too?

    I'll be honest I was a big fan for years but I'm losing faith by the minute here being so stuck with my hundreds of randomized passwords that only 1password knows.

  • avaron
    avaron
    Community Member

    I am also stuck with 1password broken in my Mac in exactly the same way.

  • Stephen_C
    Stephen_C
    Community Member

    Please try this:

    1. Drag the 1P app to the trash (don't use any app cleaner tool, which is likely to try to delete files you need to keep).
    2. Empty the trash and reboot.
    3. Re-download and re-install 1P.

    That should solve the issue. The most important thing is not to use any app cleaner tool when deleting the app file.

    Stephen

  • Megan
    Megan
    1Password Alumni

    Hi @monaco888, @Chris32, and @avaron,

    Please let me know if following Stephen_C's steps above has gotten things sorted out for you! This should be all you need, but if you're still running into trouble after reinstalling, do let us know and we'll investigate further.

  • monaco888
    monaco888
    Community Member

    Trying right now.

  • monaco888
    monaco888
    Community Member

    OK - luckily that series of steps Stephen_C did resolve the issue and I can get back to work again... That's a pretty serious failure - All I did was press the update button when I was prompted by 1P. ... I don't have any abnormal file setups as far as I know or anything.

    Having to reboot is a serious operation for some people who have dozens of things open for work in various states designed to keep them moving.

    I see a lot of threads here that seem like they might be similar so is it time for patch to correct the problem with updates?

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @monaco888,

    It has taken a while to try and determine the exact cause of this but the developers think they understand what is happening now. If they're correct then a change in how we update should correct this and stop this annoying issue.

    As for the reboot step. Many of the recent versions of OS X have quite aggressive caching. The reboot is the easiest way to ensure this doesn't cause even more unexpected behaviours which of course you wish to avoid. When it comes to preferences etc. you can easily have the state where you've edited or even deleted a file and OS X still responds as if you haven't. That's what we're trying to eliminate.

    I apologise you got caught by this and yes, we hope it will be soon resolved.

  • Chris32
    Chris32
    Community Member

    Hi Megan, I've done that Stephan C directed. I then downloaded 1P5.1 (version 510035). While it will open it indicates that my trial has expired so I am not using the full app. I followed the link to update my license but couldn't since I don't have a new license #. What is indicated on my 1P5 receipt is that it is an upgrade fro my 1P3 app. Any more help will be appreciated

  • Jasper
    Jasper

    Hi @Chris32,

    I've just re-sent your license to your email address. To register 1Password 5 for Mac, use the click here to automatically add your license link included in the email. (If that link doesn't work, use the view the complete installation steps link instead.)

    Please let us know if that works for you. :)

  • suzuki16
    suzuki16
    Community Member

    I had the exact same problem with my wife's Mac running Yosemite. I followed Stephan C's steps and that worked to clear out the cache and 1Password is now working fine again. Thank you for the fast resolution!

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    That's great to hear @suzuki16 :smile:

This discussion has been closed.