ERROR: 1Password failed to connect to 1Password mini. [moved to email]

simontcjones

Just downloaded 1Password to try it for the first time. Failed to work, “1Password failed to connect to 1Password mini. Please restart 1Password. If this does not help, please contact AgileBits support.”

Had to reboot laptop.
Still didn’t work.

Then had to click this report generator link: https://cdn.agilebits.com/dist/1P/mac/util/1Password4Troubleshooting.zip

Result: “Firefox can't establish a connection to the server at cdn.agilebits.com.” (My internet connection is perfect).

Summary: I can't launch it for the first time, I can't contact AgileBits, I can't even report it as a fault.

Why am I having so many problems?
Can someone recommend an alternative that actually works?!

I haven’t actually managed to launch the software yet.

Why am I still persevering?!

Very frustrated.

Megan

Hi @simontcjones ,

I'm so sorry to hear that your first experience with 1Password has been more than a little bit bumpy. But the good news is that you have managed to get in touch with our team. We're monitoring the forums 7 days a week to ensure that your questions are answered quickly.

So, let's get this straightened out.

We do want to see a Diagnostics Report here to figure out where things are getting tangled up. Try this link:

https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report#mac4

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.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here so we can quickly track down the Report and ensure that it is dealt with quickly. :)

Once we see the report we should be able to better assist you. Thanks in advance!

simontcjones

Thanks Megan, I appreciate the response. Sorry I came across frustrated, I'm pleased to hear from you and glad that 1P now works on my other Macs until it's resolved on the laptop.

Drew_AG

Hi @simontcjones,

We received your Diagnostics Report, thanks for sending that! Someone will get back to you as soon as possible with more information. We'll keep the conversation going directly via email to avoid complicating things between here and there.

ref: QER-57268-864

Cathy Rundell

Hope it's OK to tag onto this thread. I've had 1Password for about a year. First had mini, then bought the full version a couple of month ago. Last week I got a pop up to update, so I did. Since then, every time I launched, I got a message saying 1P mini was detected and I should removed it. So .... I just removed mini and now when I try to open the full version, I get the same message reported by simon -- that it can't link. Right now I now have no access to 1Password at all.

Jasper

Hi Cathy,

Sorry for the trouble! First of all, could you please try re-installing the app:

• Open your Applications folder
• Locate the 1Password 5.app in the list

• Drag it to the trash can.

  • Please don't use any uninstaller applications, these may remove more than just the application, such as your data. We do not recommend that. We only want to remove the application, none of the extra items.

• After dragging it to the trash, please empty your trash, then restart your computer.

• After the reboot, please download a fresh copy of 1Password 5 from here: https://agilebits.com/downloads
• Once downloaded, unzip if necessary and drag it to the Applications folder. Then double click to run it.

Let us know if that helps!

jmacdigital

@JasperP I have attempted the remedy as described in several discussions, to no avail.

I also attempted to download the diagnostics tool that is also listed and received a 404 Not Found error.

Can someone from Agilebits contact me as i am less than impressed with the software so far, as I cannot get it to install.

I have purchased the software thought the offer whilst upgrading my Parallels Desktop Subscription and i'm beginning to think it wasn't worth the money!

Megan

Hi @jmacdigital ,

I'm so sorry to hear that your first experience with 1Password has been less than awesome. The link above should still work for accessing the Diagnostics Report generation tool, but I've got a new link for you to try:

https://support.1password.com/diagnostics/mac.html

Does this work any better? If you're able to send in a Report, please reply here with the support ID number you receive in the automated response - we want to be sure we're able to find your Report and have it looked at as soon as possible.

jmacdigital

@Megan

I have emailed the diagnostics report, the new link worked to download.

Support ID is: #TLQ-67889-763

Thanks.

Megan

Hi @jmacdigital,

We've received your Diagnostics Report - thanks for sending it in! I've updated the email thread with the necessary details from this forum discussion so that it is easier for our support team to get up to speed with the issue. Someone from the support team will get back to you as soon as possible with some further information. We'll keep the conversation going directly via email to avoid complicating things between here and there. :)

ref: TLQ-67889-763

jmacdigital

Thanks @Megan

I've received the email and have responded.

jmacdigital

and sorry @simontcjones for hijacking your support thread.

AGAlumB

@jmacdigital: No apology necessary! We're here to help, and we will make sure everyone is taken care of. I'm glad to hear that you're in touch via email. You're in good hands! :)