Updated and not working [moved to email for further assistance; resolved by removing extra app copy]
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I did the new update on 1Password app on my mac this morning. Have uninstalled 1Password mini from Safari. Have done a force quit on 1Password app on my mac. Have restarted my computer. When I try to open the 1Password app on my mac, I get the air message: 1Password failed to connect to 1Password mini. Please restart 1Password. If this does not help, please contact Agile Bits support.
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Meaning what?
That is, does 1PW not open at all, does it open and not accept the master password? We (users like myself who like to help as much as we can, and AgileBits staff) need more information.
Is your version of 1PW from Agile or the App Store? What version of Yosemite are you using?
You could try the following. I don't think it can harm, and it might help.
Trash 1PW Do NOT use an app cleaner when trashing as that can remove all your 1PW information, including your vault. You just want to trash the application itself.
Empty trash, and reboot computer.
Download and re-install 1PW.
Of course, you might well want to wait until you get an official reply.
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Just tried to install the extension on Safari and got this air message: 1Password5 cannot be opened because of a problem. Check with the developer to make sure 1Password 5 works with this version of OS X. You may need to reinstall the application. Be sure to install any available updates for the application and OS X.
Please help me figure this out. I am not good at computers.
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Meaning the app on my mac won't open.
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OS X Yosemite version 10.10.3
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Don't remember for sure, but I think I purchased from Agile Bits and not the mac store. How would I verify that?
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1Password5 cannot be opened because of a problem. Check with the developer to make sure 1Password 5 works with this version of OS X.
Please try this:
- 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).
- Empty the trash and reboot.
- Re-download and re-install 1P.
If you do exactly as suggested you won't lose any 1P data and it should solve your problem. Obviously you need to re-download from the place you originally bought 1P (the Mac App Store or the AgileBits store). On the assumption you're running either 1P4 or 1P5 go to 1P > About 1Password and you'll probably find there where you bought it. If in any doubt just post again and someone will help.
Stephen
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Hi @humaleema,
Sorry you're having trouble with 1Password after it was updated. To find out which one is installed that won't open, look in your Mac’s system Applications folder and you should see either 1Password 5 or 1Password there:
1Password 5 is the version from our website. The 1Password icon without without the version number comes from the Mac App Store.
Drag-and-drop the app to Trash, Empty Trash, then restart your Mac – like what @danco and @Stephen_C have already suggested. To reinstall, make sure to pick the same version (App Store or website) that you originally had installed:
Launch the reinstalled 1Password, unlock, and all your data should be there. Then reinstall the 1Password extension in Safari (if necessary) and check that it's working okay.
Please let us know if there's anything else we can help you with to get 1Password up and running again!
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Ugh. I'm so frustrated with this! I had to leave before I got your reply and have been gone all day. Now I am finally back home and have followed your instructions (Drag-and-drop the app to Trash, Empty Trash, then restart your Mac) and am getting this air message when I try to open the newly installed 1PW5 from my applications folder: 1Password failed to connect with 1Password mini. Please restart 1Password. If this does not help please contact Agile Bits Support.
At this point, the message board format for customer support is not working for me--I really need someone on the phone to walk me through this. My 1PW5 has been down all day. Thank goodness it's working on my cell phone or I would have absolutely no way to log onto anything. I need this fixed now and am completely frustrated at the amount of time I'm needing to spend fixing this. This application was not inexpensive and I really need it to work for me. Please help me get this sorted out.
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I just repeated the whole process. Somehow 1PW mini got reinstalled on Safari so I uninstalled that again. I dragged 1PW5 to the trash. I emptied the trash. I restarted my computer. I downloaded 1PW5 again and installed it in the applications folder. When I tried to open it I got this air message: 1Password failed to connect with 1Password mini. Please restart 1Password. If this does not help please contact Agile Bits support. There is no 1Password mini icon on Safari. I really don't know what else to do at this point and I'm totally frustrated.
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Hi @humaleema,
I'm sorry this has been such a frustrating experience for you. So we can troubleshoot and help you resolve this problem more quickly, please send us a Diagnostics Report from your Mac with these instructions:
Sending Diagnostics Reports
After receiving the report we'll follow up directly through email and recommend a solution. Thanks in advance!
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Okay--thanks! I sent the report and am drowning my sorrows in a glass of wine. Already feeling much less stressed. : )
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Your email with the diagnostics arrived okay, @humaleema. Thanks for sending that in!
You'll hear back from us again soon… and please continue enjoying your wine. :)
ref: VBC-83724-762
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