Installing Update

donnarizzo

I recently updated Safari on my Mac and noticed that the 1Password icon that used to be in my toolbar has gone away, sadly. So, I decided to update 1Password, thinking the update might have something to do with the Safari update and hoping it would bring back my toolbar con.

But I’m having a problem updating 1Password. It seems to download, but then I get message saying “an error occurred when extracting the archive. Try again.” And I did. Over and over.

Not sure what to do next. Would appreciate any guidance.

Stephen_C

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.

(I know you say you have re-downloaded and re-installed "over and over" but you need to follow this exact procedure. Did you?)

Stephen

donnarizzo

Thanks, Stephen. Just to clarify: I never tried dragging my 1Password application to the trash. I was prompted to download an update, which I attempted to do, but during the downloading process I got an error message telling me an error had occurred and to try again. I tried again many times with no success. I'm happy to try your suggestion, but want to confirm I should go to my application folder and drag the iPassword application to the trash (makes me nervous!) and empty it. Correct? Please forgive the silly question, but if I delete it how can I reinstall it? Thanks, technology-challenged customer.

Drew_AG

Hi @donnarizzo,

Your question isn't silly at all, in fact I think it's good to ask about this sort of thing in order to make sure you understand. Your data in 1Password is very important and we certainly don't want anything bad to happen to it!

You are correct - you'll need to go to the Applications folder and drag the 1Password app to the Trash (just make sure you don't use any app cleaning tools to delete any other files - only the app itself should be moved to the Trash). Your 1Password data is stored in another location on your Mac, so it's ok to delete just the 1Password app.

After moving 1Password to the Trash, empty the Trash and then reboot your Mac. Next, download a fresh copy of 1Password. Assuming you're using the web store version of 1Password, you can download it from our download site. Once downloaded, unzip the file (if necessary) and drag it to the Applications folder. Double-click the new app to open it. Does it work?

Let us know how it goes, and if there's still a problem, we'll take it from there. Thanks!

donnarizzo

Thank you, @Drew_AG. I did everything you said, and after rebooting I clicked on the download site link you provided. I downloaded the 1Password for Mac, then clicked on the download and it said "Safari can't open the file because there's no application to open it". So, how do I get my application back?

donnarizzo

Okay, @Drew_AG, I think I'm all set. Turns out, I have Mavericks on my Mac (had no idea) and not Yosemite. So I had to download a legacy version of 1Password. And when I did, I had no problem. I got my application back and my Safari extension, and all my data. Thank you!!!

Drew_AG

That's great news @donnarizzo! Sorry for the confusion about that, I should have asked which Mac OS version you were using. I'm glad you figured that out, and that it's all working again! :)

If you run into more problems or have questions, we're here for you!