Can't open 1 Password 5 after a MAC software update

sj_engelken

I have been running 1 Password 5 with Yosemite for about 8 months. Yesterday after a software update I cannot open 1 Password. I get the error message {1 Password failed to connect with 1 Password mini}. I have tried uninstalling / reinstalling 1 Password, both with and without my back up drive connect. I have uninstalled / rebooted / reinstalled 1 Password all with the same results. Not sure what to try next?

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1Password Version: Not Provided
Extension Version: Not Provided
OS Version: 10.10.4
Sync Type: WiFi

sj_engelken

Does anyone from AgileBits support actually look at these? Not sure how to get support for an issue.

hawkmoth

You're in the right place for support, but sometimes it takes more than 25 minutes from your post for someone to assist you. Someone from Agileabits will be along soon.

sj_engelken

Now been 65 minutes from my post........can't really call this customer support

Megan

Hi @sj_engelken ,

I am sorry to hear that you're having trouble with 1Password, and that you've been waiting a while for a response. I can assure you that the AgileBits team is here in the forums answering questions 7 days a week. We do our best to get to every post just as soon as possible, but as a rule, we do work from the oldest post to the newest. Each time a new reply is added to a thread, the timestamp on the thread is updated, so your follow-up posts had the unfortunate side-effect of moving you further down the line.

So, let's see what we can do to get this sorted out!

Generally our first step when seeing the 'Unable to connect to Mini' message is to use ⌘⌃Q ( Command-Control-Q ) to quit both 1Password and the mini, and then reboot the system. Reinstalling the app should have a similar cleansing effect though. Can you confirm that you are still seeing this same message after reinstalling and rebooting?

If you are seeing a different error message, please let me know.

If the error message hasn't changed after reinstalling, I'd like to take a closer look at your system. Please create a Diagnostics Report from your Mac using the following instructions:

https://support.1password.com/diagnostics/mac.html

Attach the Diagnostics Report to an email message addressed to 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 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 very much!

sj_engelken

Couldn't wait for you........3 hours is a long time, had things to do. I deleted every shred of 1 Password including back ups etc. Then rebooted, downloaded new copy then set up 1 Password as if I were a new user then synched from my iPhone via WiFi. Seems to be working now.

Vee_AG

Hi @sj_engelken,

Our apologies again that we didn't respond to you more quickly. Thanks for following up and letting us know that you were able to get 1Password working--that's good news!

I deleted every shred of 1 Password including back ups etc.

Just out of curiosity, how did you go about this? Did you follow the steps in our Starting Over guide? I only ask because third-party app cleaners have been known to cause unpredictable results with 1Password. So if you do find any unexpected results or behavior with 1Password after this, then please do send us a Diagnostics Report (per @Megan's instructions above) and we'll help you set it right.

But if everything's working fine, we're glad to hear it and hope you enjoy the app!

sj_engelken

I did not use an app cleaner, i used the Mac search function an manually deleted everything. As it turns out for some reason 1 Password decided to use the following path when it tried to start: `/Documents/Recovered Files/Scan 1/Found Files/Dan IMac New BU/Backups.backupdb/DanielFratini's iMac (@)/2015-05-30-103005/DRF Hard Drive/Applications/1 Password 5.app/Contents/Library/LoginItems' Since this path was on my hard drive an not my Time Machine back up disk, un-mounting the back up disk did not help. This set of files was generated when I had to do a recovery of files after a system crash.
I have no idea as to why 1 Password decided to reset it launch path to this highly buried and convoluted path. I have done several software updates prior to this and had no issue.

Drew_AG

Hi @sj_engelken,

Thanks for letting us know the details about what you did, and especially for the information about the file path! It sounds like that problem was actually due to a bug in OS X 10.10 (Yosemite) which causes it to try to open the wrong copy of 1Password mini. It can happen when Yosemite finds multiple copies of the 1Password app.

Hopefully you're all set now, but if you have more questions or need anything else, just let us know. :)