1Password 5 Will Not Open / 1Password Mini Not Responding

harveycox

This problem started right after the 10.10.3 update. Every time I attempt to use the browser extension to sign into a website 1Password just hangs. In activity monitor it says 1Password mini is not responding. I've waited as long as 10 minutes for it to respond before force quitting. It does it every single time. Totally unusable.

I decided I'd just load 1Password and copy and paste. Nope. It loads but when I enter my master password I get nothing. It simply will not respond.

I've read other this discussions on this board until I'm blue in the face.

I've made sure my carbon copy clone is not mounted. It makes no difference. I deleted all instances of 1Password from my Time Machine backup. It makes no difference. I've deleted the app (dragging to trash, not using an uninstall app), rebooted and reinstalled the app. It makes no difference.

I cannot access my 1Password data. Every single login I use is maintained in 1Password. Every single login I use is generated through 1Password. All of my software license keys are maintained in 1Password. I have absolutely no way to access the critical data in 1Password.

What is the fix? What else can I do?

Please, after hours of frustrated attempts to get this to work I give up. Can somebody help me?

Harvey

Drew_AG

Hi @harveycox,

I'm so sorry you're having trouble opening 1Password and accessing your data! It sounds like you've already done a lot of good troubleshooting for this. One thing you mentioned is that you dragged the app to the Trash, rebooted, and reinstalled 1Password. After you dragged it to the Trash, did you empty the Trash before rebooting your Mac? If not, that can make a difference. In that case, try this:

• Find the 1Password 5.app and drag it to the Trash (as usual, don't use any app cleaning tools).
• Empty the Trash.
• Reboot your Mac.
• After the reboot, download a fresh copy of 1Password 5 from our download site.
• Once downloaded, unzip the file if necessary and move it to the Applications folder.
• Double-click the new app to open it.

Does that make any difference this time? If not, and you're still having the same problem, I'd like to ask you to create a Diagnostics Report from your Mac: https://support.1password.com/diagnostics/mac.html

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. A short note here once you've sent the Report in will help us to keep an eye out for it.

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

harveycox

Thanks for the response. I didn't make it clear in my original post but I did empty the trash before rebooting and reinstalling. I am currently away from the office where the problem machine resides. As soon as I am back there I will run the diagnostics report and send it to you.

Harvey

Drew_AG

Hi @harveycox,

No problem! When you send the diagnostics report and receive a ticket ID, please feel free to post that ID here and we'll find your email and add any relevant notes from this discussion to make sure it get answered as fast as possible. Thanks!

harveycox

Before I left that office machine, and after I posted here, I decided out of desperation to try a safe boot and see if it might help. When I returned to the office and rebooted normally, 1Password seemed to behave correctly. So for what it's worth, after doing all the other steps a safe boot seems to have corrected my issue. I will monitor it closely. If the problem reoccurs I will generate and submit the diagnostics.

Thank you.

Harvey

littlebobbytables

Hi @harveycox,

Now this is nothing but a guess but given your issue seemed to start after the 10.10.3 update and was resolved by a safe boot...

update_dyld_shared_cache ensures that dyld's shared cache is up-to-date. This tool is normally only run by Apple's Installer and Software Update, as they are the only official ways for OS dylibs to be updated. But if for some reason you used another mechanism to alter an OS dylib, you should manually run update_dyld_shared_cache.

Note that the new cache does not take effect until the OS is rebooted.

If a safe-boot is done (booting with shift key held down) the cache deleted.

I can't help but wonder if this somehow related. It isn't something I would have guessed at prior to your post on how you resolved it so it is more trying to fit an explanation to the facts but you can see how it would fit.

harveycox

For the benefit of anyone who may come across this thread and try this solution ... the "fix" wasn't a permanent one for me. It's been about 4 days since I thought it was fixed but within the last hour the same old problem has cropped up again. @Drew_AG, I have generated and sent in the diagnostic report.

Thanks in advance.

Harvey

littlebobbytables

Hi @harveycox,

I'm sorry to hear the issue returned. Thank you for sending in the diagnostic report and somebody from our team will be with you shortly.

As we'll now be discussing the matter with you over email I'm going to go ahead and close this thread but if you have any other questions or issues please do post.

ref: SYJ-66337-215