URGENT! Cant login into 1PW
Hello!
I have a serious problem with your software. I can't login into my primary vault.
History: 2 month ago I've changed Master password from 'the long one' to 'the short one'. And everything was ok.
3 days ago I had hardware problems with Mac. Because of them I needed to decrypt my encrypted storage. After hardware problems were solved I found out, that 1PWD doesn't accept the new, 'short' password. But accept the old, 'long' one. It was the first warning signal! Why is it so???
Later, again, I've changed 'the long' master password to 'the short one'. And everything worked fine until today. Today I can't login into my primary vault neither with the new 'short' master password, nor with the old 'long' one. Moreover I can log into my secondary vaults, but using the old 'long' one. It is completely strange! And after logging in and trying to switch to primary vault 1PWD locks again.
What to do???
Contact me via email, please!
1Password Version: 5.3 (530029)
Extension Version: Not Provided
OS Version: OS X 10.10.3
Sync Type: none
Comments
-
Hi @belomor3k,
Were your hardware issues related to the local storage on your Mac at all? I only ask as I'm not convinced your hardware issues are as resolved as you might hope.
Regarding your secondary vault. Secondary vaults can be individually unlocked if you supply their Master Password but doing this only unlocks that one specific vault. That's why switching to another vault returns you to the lock screen. I assume that when you set up your secondary vault you reused the same Master Password as your primary.
Now to the more important issue. You're experiencing some very severe issues there and not ones I can explain. At this point I'm hoping one of your backups might help. On our My Master Password is not being accepted. What should I do? page, the first suggestion is the use of a backup and it will guide you on what is required to restore one. I'm hoping this works for you. If it does I would suggest copying that backup somewhere else that is safe and possible check the condition of your storage. Please do let us know either way if this suggestion helps though.
0 -
It was keyboard. It was replaced by the new one. The same!
Local storage was removed for the time of service for security reasons. And plugged back at the end of service.Earlier, when using old 'long' password, I couldn't log into 1PWD when trying to unlock other vaults (not primary). And I definitely didn't set "Master Password for secondary vaults".
Backups didn't help. Only that, which were earlier, with old 'long' password works. But I need all my actual logins saved in the latest version of program. And I'm completely sure about Caps, Num, spaces, etc. I checked it out 30 times before writing at this forum.
Where is your "Feedback" form, support e-mail or phone for customers help? Why forum...?
0 -
Hi @belomor3k,
Last year there was a massive spike in support requests, so many that we were unable to respond to many in a reasonable timeframe. This wasn't satisfactory and unfair to those writing in for assistance. It was decided to shift focus to the forums in the hope that this public arena would allow us to reach more people with each post. An email will help a single person - a post here can potentially help many given their visibility. We just want to make sure everybody is assisted as promptly as possible. Of course forums are not an acceptable form of communication for all issues. Anything that requires even slightly sensitive information cannot be discussed here and we shift it to our email system, likewise if an issue is deemed complicated and requires more attention we can shift to email.
If you would prefer to continue this via email then our address is support@agilebits.com. All I ask is if you could include a link to this thread so the team member supporting you can see what has occurred so far.
I definitely didn't set "Master Password for secondary vaults
Just to let you know, it isn't possible to create a vault, secondary or otherwise without supplying a Master Password to act as the encryption key. Is it possible you didn't realise and supplied your existing Master Password at the time? That would explain why it continues to unlock your secondary vault as changing the Master Password for your primary vault does not affect any secondary vaults. Obviously this doesn't help you at all in terms of accessing newer backups of your vault except to offer one explanation as to why your secondary vault remains accessible.
Can I just ask, what backup dates did you try? In your original post you mention you changed your Master Password once about two months ago and then again less than 3 days ago. Are you saying that the backups on both sides of the second Master Password change do not respond to either Master Password?
0 -
It is very-very strange! Master Password is expected to be changed to whole program, not to the primary vault only! What's the sense to change it then?
About this: "... you mention you changed your Master Password once about two months ago and then again less than 3 days ago..."
I remind you that Master Password was reset after that hardware service."Are you saying that the backups on both sides of the second Master Password change do not respond to either Master Password?" - YES!
Only very old backups work, with old, 'long' Master Password.
Maybe it is important, that before the service Mac OS X FileVault was turned off? And the whole storage was decrypted? Ask your developers, what they think about my story.
0 -
Hi @belomor3k,
Whatever is at play here, FileVault will not have been a factor. FileVault works at a layer underneath the filesystem and is transparent to the files and the programs running. Even if the removal of the encryption had damaged files, it doesn't sound like there is any evidence that the backup files aren't okay. By that I mean 1Password is able to unarchive the file and retrieve the backed up SQLite database file. It isn't reporting that the database is damaged either - the issue with being unable to unlock the primary vault is the only indicator. I'm not trying to trivialise what you're experiencing, merely that there are no signs of damage or reason why you shouldn't be able to unlock newer backups.
When we first introduced secondary vaults they were envisaged as a way to synchronise shared items between two or more people. In terms of security, re-using your Master Password for your primary vault would be a really bad move as anybody knowing this, and with local access to your machine, could access your primary vault which likely contains items you do not want seen by others. When secondary vaults were first released there wasn't the ability to change the passwords easily from the interface. Even when we correct this, changing of a password will be per vault.
So the reason why I was asking about the 3 days ago event. If there was a backup created between the point when you say the Master Password reverted back and when you next changed the Master Password you would expect that backup to be encrypted using your old MP. The only thing left is to ask if you changed your hint when you changed your Master Password and do any of the hints in the backups make any indication as to what the Master Password should be.
It will probably feel a lot like you're being led round in a circle at the moment. The reality is the link to My Master Password is not being accepted. What should I do? represents the entirety of what can be tried. If you have exhausted the list and nothing has yielded any hope or inspired any thoughts as to changes that happened at the time then you may very well be locked out of your current vault. It's not what you want to hear and it isn't what we want to have to inform you of either as it means things haven't gone well.
0 -
To many words. And little help. Can I get my $50 back?
0 -
Hi @belomor3k,
I'm very sorry you're having such trouble trying to unlock your Primary vault, that's definitely a frustrating situation. Believe me, if there was a quick solution, it would have been the first thing we suggested. Unfortunately it's a strange issue and we're not quite sure why it's happening - although it seems to somehow be related to the recent problems with your Mac. We're more than happy to continue working with you to see if there's anything that can be done about your Primary vault, but that may involve slightly longer messages from us in order to try to figure out what's going on.
In his message, littlebobbytables was also trying to address some things you asked about, and I'm sorry if that was a bit more information than you were looking for. From your reply, I'm not sure if you didn't read his message, or if you read his message but didn't try his suggestions, or if you read the message and tried the suggestions but had no luck. If you'd like to continue troubleshooting the problem and have tried all those suggestions, I'd like to ask you to create a Diagnostics Report from your Mac:
https://support.1password.com/diagnostics/mac.htmlThen 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 with a ticket ID number. Please post that number here so we can track down the report and make sure you receive a reply as quickly as possible.
Now, I can't promise we'll be able to determine and/or solve the problem, but it's possible there are clues in the diagnostics report that might help.
Can I get my $50 back?
This depends on how long ago you made your purchase, and whether you made that purchase from the AgileBits Store or the Mac App Store. We do have a 30 day money back guarantee for purchases made from the AgileBits Store, so if that's where you made your purchase, you can send us an email (use the address above) so we can find your purchase information to see if it's still possible to process that refund.
If you bought 1Password from the Mac App Store, unfortunately we can't process a refund ourselves, as Apple maintains all control over Mac App Store transactions, including refunds. You can click the "Report a Problem" link on the email receipt they sent you in order to request the refund. It is also their sole discretion to grant a refund, and I'm unsure what their exact policy is on that.
Please let us know if you have more questions, and how you'd like to continue. Thanks!
0 -
It's a bit of a long shot, but since the hardware problem was with the keyboard, perhaps the keyboard might still be a factor. If the keyboard isn't sending the correct code for one key, then typing in the correct password would fail, since 1Password wouldn't receive the string that was typed. It might be that one character sends the wrong code; that it sends the correct code, plus an additional, perhaps invisible code, or that it sends no code. The problem might also come at some other level of interpreting the output of the keyboard. Since the various master passwords are unlikely to contain identical characters, this could explain why some passwords work and others don't.
If you have access to one or more external keyboards, it would be worth trying those. You might also try typing each of your passwords into a hex editor, or some program that would show you all keyboard output, including invisible characters. Perhaps that would reveal something.
0 -
I need my logins back. So, let's continue.
I've tried all the variants and options:
- 2 external keyboards (Mac + non-Mac)
- Sublime Text to control my password correctness (copy-paste to login form)
- different backups of 1PWD
- Time Machine to restore older data - didn't help also. Judging by the Hint, that didn't changed after restore, I coudn't find the place, 1PWD stores password's hash.
VTM-95299-877 - support ticket.
0 -
Hi @belomor3k,
Thanks for the information! We received your Diagnostics Report, and I'll update the email thread with details from this forum discussion so it's easier for our support team to get up to speed with the issue. Someone will get back to you as soon as possible with more information, and we'll keep the conversation going directly via email to avoid complicating things between here and there. Hopefully we'll be able to find something in the report that will be helpful to solve the problem!
ref: VTM-95299-877
0 -
Some news for you!
As I've written earlier, I'm successful at login into my secondary vaults with my old 'long' Master Password. So, I logged into one and tried to "Export > All items..."
This action asked me for my Master Password. And the old one worked! Judging by the number of items, primary vault was exported also. It's not straightforward and intuitive, but kind of security issue, which you should fix!And now I just want to "Reset" 1PWD to make it clean. Set the new Master Password and import items. How to clean the program from all vaults, master passwords and items?
0 -
I was wrong about export. It turned out, number of items included those in Trash, that I didn't notice at first.
0 -
Hi @belomor3k,
You're currently in communication with one of our most experienced members of the support team via email. Given that I'm going to go ahead and close this thread so that we don't cause any confusion with conflicting or duplicated advice/questions - we find it's best for the user to keep it to one channel of communication.
ref: VTM-95299-877
0
