Mac licensing issue and crashing of iOS on iPhones

vpapov

I have always been a passionate supporter of 1Password. Told at least 50 people over the years what a great program / app this is. Well, my bubble has been burst! First, it started when my wife and I bought brand new iphone 6P phones a couple of months ago. The 1Password5 crashes both phones on a regular basis. Support? Well, there is none - as I figured out. I get theser regular emails addressed from someone called Dave Teare. They are written as though they are personal emails. So I decided to reply to one of these and spent some time and effort to craft a thoughtful email to describe the problems I had encountered with my and my wife's new iPhone 6Ps and the 1Password app for IOS. Figured that it would go to some support team that would look at the problem and try to resolve it. Well, after sending I get an instant reply that these emails aren't read! Okay, so happy I wasted my time. But it gets better. I go to the web site and the only support is the user guides, blogs, and this discussion forum. So I really didn't want to waste more of time - I have to create an account, verify the account, etc. Figured I can't be the only one with this problem and eventually a patch would be released fixing the problem. Thats how these things work right? Okay, so I also upgraded my iMac and transferred the old iMac content to my new one. 1Password seems to be working fine (1Password5) on this new iMac. Today I get a message that my trial license is expired! I have the license file but it doesn't seem to work. So I find a webpage where I can email my email address and get a copy of my license. The email comes with the file and instructions. I follow the instructions. There is a message that if the program is successfully licensed you will get a window that looks something like this. Seriously, this is what the instructions say. Needless to say, I didn't get a window that "looks something like this." Bottom line, I am really disappointed with this product. It has started to develop issues and I realize there is really no support.

Stephen_C

I think you will find that the support forums work rather well if you provide the information needed to help you.

The 1Password5 crashes both phones on a regular basis.

Please explain exactly when the crashes happen. The current work around which may fix your problem is to disable zoomed mode.

Needless to say, I didn't get a window that "looks something like this."

What do you get? Is there any error message? Which of the instructions on the file you received did you follow in order to add the licence and what happened when you did so?

It's really difficult to give exact answers until you provide full information, I'm afraid.

Stephen

Megan

Hi @vpapov ,

First of all, let me offer my sincere apologies for your frustration here. I'm so glad that you've posted here in the forums to give us a chance to make things right. Our support team has been working through a backlog in email support so at this time, posting your questions in the forums is the quickest way to get in touch with our team. We use our discussion forums as our first line of customer communication for a few reasons:

• They allow us to communicate with multiple customers at once, which can help us troubleshoot more quickly and notify people efficiently when bugs are squished.
• They allow customers to search for answers. Often, you'll find that your question has been answered before you have to take the time to write it out!
• They allow you to get support more quickly. Our forum community is awesome and always ready to help, and the AgileBits team is monitoring the forums 7 days a week to ensure your question is answered quickly!

I get theser regular emails addressed from someone called Dave Teare. They are written as though they are personal emails. So I decided to reply to one of these and spent some time and effort to craft a thoughtful email to describe the problems I had encountered with my and my wife's new iPhone 6Ps and the 1Password app for IOS. Figured that it would go to some support team that would look at the problem and try to resolve it. Well, after sending I get an instant reply that these emails aren't read!

All of us on the team, Dave in particular, wish that we could reply to each of those newsletter emails personally. We have had wonderful discussions with users over the years in this way. However, as our user base has grown, the response to those newsletters has become overwhelming. Which is why we've decided to send out the automatic thank-you, with all the links that you should need to get sorted out, including the link to this forum.

Now, as far as troubleshooting this issue goes, it looks like Stephen_C has already asked some great questions. We'd love to hear a bit more detail about exactly where things are getting tangled up. This will help us to determine how to get things sorted out for you!

vpapov

Hi Megan, Thanks for your answer - I appreciate you taking the time to respond. I guess as a long time Mac/Apple user, I'm spoiled and I just expect things to work well out of the box. This was the case with my purchase of 1Password3 and 1Password4. Both of those versions worked perfectly and I was a big fan. So with 1Password5 I have two separate issues. The first is registration of 1Password5 on my iMac. I bought a new iMac in December and transferred all my files from an older iMac to this new iMac. I reinstalled 1Password5 and everything seemed to work fine. As I explained in my 1st post, I got this message when I opened 1Password5 one day that my trial had ended. So I found the directions on your website and followed them. I even requested that license file be emailed to me. Under the 1Password5 menu, if I click License, I get a small window that says 1Password Registration. Thank you for supporting 1Password. Then on the bottom right it says Find License... When I click on that button it takes me to webpage for resending my license. So I am in an endless loop. So that is the problem with 1Password5 on my iMac - I can't seem to license it even though I have both the original license file as well as the file that was emailed it to me. By the way, I have 1Password installed on 2 iMacs and 2 iPhones. So four total installations with my wife and I being the only users.

The second (separate) problem has to do with the behaviour of 1Password on our iPhone 6P models. They exhibit the same behaviour. Every 3-4 uses of 1 Password, the program seems to get stuck for a few seconds. Then I get the black screen with the white apple on the black background as the iPhone reboots. After the iPhone reboots, I can access 1Password again a few times. This happens on exactly the same way on both phones which are essentially brand new. My wife's phone uses the "zoomed" option, my phone does not. I believe the reply from the moderator hinted at this being the reason for the issue. I think one of the reasons I am so frustrated by all of this is that I feel that I am an unpaid worker for your company to troubleshoot problems. I have now spent several hours of my time on this and I would rather spend this time differently. If it means using software from a different company that has no issues (at least for me), then it is worth it for me. Again, my time is valuable. I really liked your version 3 and 4 products and for this reason, I took some time to be respectful and explain my position. However, I don't want to spend my time writing these posts and going back and forth to try to figure out a solution. For this reason, this is my last and final post. I hope you understand. Thank you.

littlebobbytables

Hi @vpapov,

You finished that post off with:

I don't want to spend my time writing these posts and going back and forth to try to figure out a solution. For this reason, this is my last and final post. I hope you understand. Thank you.

I'm sorry you feel that way. No software is perfect, not even ours and when something does deviate from the expected behaviour troubleshooting is typically a process before we can identify the cause. If you do decide you wish to try 1Password again we will of course be happy to work with you to resolve the issues.