All records missing and inaccessible

OngL
OngL
Community Member
edited April 2015 in Mac

I am on OS 10.10.3 and current version of 1Password for Mac. It has been working flawlessly for me. This morning, I noticed that I can launch 1Password and enter my master password as usual. When I did, 1password didn't display a single item in any category. Instead it offers me to 'create my first item'.

I clicked through messages, login and licenses, no entries at all. The folders that I created still have count next to the folder name but no 'cards'. I took some screenshots if there is an email to send to. Stephen's suggestion of deleting it and reboot and reinstall, doesn't help.

Please advise.

http://i289.photobucket.com/albums/ll206/ongl/2015-04-12_08-25-43.png
http://i289.photobucket.com/albums/ll206/ongl/2015-04-12_08-25-25.png
http://i289.photobucket.com/albums/ll206/ongl/2015-04-12_08-25-07.png

Comments

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @OngL,

    Here's what I would like you to do.

    1. Create the following Diagnostic Report using the following guide, For 1Password on your Mac
    2. Enter 1Password's preferences and switch to the Backup tab.
    3. Click on the Backup Now button.
    4. Select the backup for the 10th and then click on the now enabled Restore button.
    5. Follow the instructions in 1Password. These will involve 1Password shutting down and you having to manually launch it again.

    Does this restore your 1Password vault back to a working state, albeit with the possibility of missing items if you've created any between 20:23 on the 10th and now.

    We can try to investigate why this happened if you like by sending us the Diagnostic Report in an email to us at support+ forum@agilebits.com. What it seems safe to say is this isn't a blip if the error remains over a reboot.

    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 and please do keep us informed as to the outcome of using the last backup.

  • OngL
    OngL
    Community Member

    @littlebobbytables Thank you for responding. I had reverted to previous backup as I needed it to work - prior reading your message. Hence I can't replicate the issue again as I have removed the latest instance that didn't work.

    While all is well, I would like to find out if this has happenned before and what I can do to avoid this. I have used 1 Password since v3 for many years and this is the first instance of major issue.

    Thanks

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @OngL,

    Even now, if you were to create and send in a diagnostic report we can take a look and see if it tells us anything. I can fully understand wanting reassurance that this won't occur again and I would certainly like to see if we can understand why it did. Given what is typically stored in a vault we definitely don't want this happening!

This discussion has been closed.