Problem: Can't reinstall 1Password MAS

Julian Ireland

I have different versions (4 and 5) of 1Password MAS installed on multiple devices. I couldn't get the version 4 copy to update to version 5, so I deleted it but now I can't get it to reinstall from the App Store.

What should I do to rectify this problem?

Drew_AG

Hi @Julian Ireland,

I'm sorry you're having trouble reinstalling 1Password from the Mac App Store!

I couldn't get the version 4 copy to update to version 5

1Password 5 for Mac requires Mac OS X 10.10 (Yosemite). Are you running an older version of Mac OS X on any of your Macs? If you have OS 10.8 or 10.9, you won't be able to install the update for 1Password 5, and will need to keep using 1Password 4.

I deleted it but now I can't get it to reinstall from the App Store.

To reinstall 1Password from the Mac App Store, you'll need to make sure you're signed into the Mac App Store with the same Apple ID you used to make that purchase. Then you should be able to see 1Password listed on the Purchases tab. Do you see 1Password there? If so, what button do you see to the right of 1Password?

Let us know what you find, and we'll continue from there. Thanks!

Julian Ireland

Hi Drew_AG, I've got passed the version 4/5 problem as I've removed the older version. My main problem now is that despite all of my devices having 10.10 installed and with no copies of 1Password installed, when I go to the Mac App Store, the only option I am given for 1Password is to open (rather than install) and after I click on the Open button, I receive the following prompt (see attached).

Stephen_C

Does anything in this knowledge base article help?

Troubleshooting “1Password failed to connect to 1Password mini”

Stephen

Julian Ireland

Hi Stephen_C, thanks but I've previously followed the directions available via that link, and have deleted the App. It's when I try to download the App again from the Mac App Store (Step 3), that I receive the prompt shown in my earlier post (1Password failed to connect...). It seems that despite removing all traces of 1Password from my system the App Store still thinks that I have the application installed.

Stephen_C

I'm rather running out of ideas so we may have to wait for one of the AgileBits experts to arrive later, sorry. What is the result of a Spotlight search on your Mac for 1Password?

Stephen

Megan

Hi @Julian Ireland ,

I'm sorry to hear that you've been having such trouble! I think we're going to need to take a closer look at your system to determine where things are getting tangled up.

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.

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!

Julian Ireland

Hi Megan, thanks for your reply.
As requested, here is the info from your BitBot: Support ID is [#ZBV-73178-249].

littlebobbytables

Hi @Julian Ireland,

I see somebody has replied and you're now in contact with us over email. As we are communicating via email, to avoid any crosstalk or confusion I'm going to go ahead and close this thread but if you have any further questions or issues please do post.