License Not Working

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kzb0524
kzb0524
Community Member

Hi everyone,

I am a long time user of 1Password. My current laptop is in for repair and I'm trying to get an older one setup to work in the mean time. I requested and received a fresh email with our family license link in it but when I choose to Add License and choose my license file I'm getting no response. I have one install of 1Password 5 on the machine downloaded today. Ideas/Solutions?

Thank you!


1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
KB Article: license-file-faq

Comments

  • kzb0524
    kzb0524
    Community Member
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    Oh, I am running a Mac with Yosemite

  • Vee_AG
    Vee_AG
    1Password Alumni
    edited July 2015
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    Hi @kzb0524,

    We're sorry you're running into trouble adding your license to 1Password for Mac, and thanks for contacting us about it! Let's see if we can help you sort this out.

    In the email you received from us, under the heading 1Password 5 for Mac, you should see a link that says "Click here to apply your 1Password license." When you click that link (with 1Password running and unlocked), it should open a page in your default browser which automatically downloads and applies your license to 1Password and stores your license file as an item in the Software Licenses category for future reference.

    So if you click the link from the email, you shouldn't need to apply the license manually. What does happen when you click the link? Anything?

  • kzb0524
    kzb0524
    Community Member
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    Hi Vee. Thanks for your reply. I'm sorry, I wasn't as clear as I could have been in my post. I did the exact procedure that you described. All goes as expected until after the download. It does download the license and appears to be finishing the linking process. But then nothing. When it's finished it doesn't reflect that the license has been applied. I restarted the application as well. It goes through the the process of applying but isn't actually doing so. I did try choosing Add License as well and chose the downloaded license file also with no result.

  • Vee_AG
    Vee_AG
    1Password Alumni
    edited July 2015
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    Hey @kzb0524,

    Thank you for the additional details about what's happening. That's rather odd indeed!

    First I'll go ahead and suggest you reboot the computer, and then launch 1Password and see if the license is stored in the Software Licenses category.

    If it's still not there, I'd like to ask you to create a Diagnostics Report from your Mac so we can take a closer look.

    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. :)

    Hopefully the report will illuminate the cause of the problem, and point us toward a solution. Thanks in advance!

  • kzb0524
    kzb0524
    Community Member
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    Hi Vee

    Well who knows what changed between yesterday and today but I tried the normal process to apply the license and it worked fine. Thanks for your time and help!

  • Vee_AG
    Vee_AG
    1Password Alumni
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    Well that's great to hear, @kzb0524! You're welcome, and thank you for posting the good news.

    Hopefully all will work swimmingly now, but you know where to find us if you need anything else! :)

This discussion has been closed.