Running 1PW 3.8.22 and your site won't let me upgrade to 1PW 4 (need for google chrome).

rjchombre

I received a "Would you like to upgrade to 1 Password 4" when I opened up my 1 PW app. I have been meaning to upgrade because Google Chrome isn't supported on 3.8 (no available extension). But when I clicked on "upgrade" and provided my license, I get a message saying this license doesn't need to be upgraded. Please let me know what I need to do.

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1Password Version: 3.8.22
Extension Version: Safari
OS Version: OS X 10.10.4
Sync Type: Not Provided

Drew_AG

Hi @rjchombre,

I'm sorry you're having some trouble upgrading! I can definitely clear up the confusion here. First, the message about upgrading to 1Password 4 is hard-coded into 1Password 3.8.22. It doesn't actually know whether or not you've already purchased an upgrade, and that message can appear even if you've already upgraded and have a newer version installed on the same computer (although it's not normally a problem because most people stop using version 3 after upgrading).

Next, I have some good news and some great news: The good news is that I see you bought your license for 1Password 3 for Mac in 2013 (the same year 1Password 4 for Mac was released) which means your license was upgraded to version 4 for free. Now, we actually released 1Password 5 for Mac last October (2014), but the great news is that 1Password 5 was a free upgrade for anyone who had a 1Password 4 license! Therefore, you already have a license for the latest version of 1Password for Mac, and that's why you're getting a message saying it doesn't need to be upgraded.

1Password 5 for Mac requires Mac OS X 10.10 (Yosemite), and it looks like that's what your Mac is running, so all you need to do is install 1Password 5 on your Mac, make sure your data from 1Password 3 is transferred, and activate version 5 with your license file. It should all be pretty easy:

• First, download 1Password 5 for Mac from our download site. Unzip the file (if necessary) and move 1Password 5.app to the Applications folder.
• Next, open 1Password 5. It should be able to find your data from 1Password 3 (if not, let us know).
• Finally, add your license file. I resent your license info to your email, and there's a link in that email you can click to automatically apply the license.

I hope that helps! If you have questions about any of that, just let us know. :)

rjchombre

Thanks a million for the prompt response and resolution. I will upgrade as soon as possible.

Vee_AG

Hey @rjchombre,

On behalf of Drew, you're so welcome! We love giving good news (and great news!). We hope the upgrade goes smoothly for you, but we'll be here to help if you run into any bumps along the way. 8-) Cheers!

rjchombre

I followed the three steps above - 1. download the 5 version, 2. open it to ensure all data was there and it was, then 3. apply license. However somewhere along that process I got a link that said to remove the version 3 Safari extension and then install the version 5 extension. When I began following those instructions, it said it was critical to ensure the data was sync'd so as not to lose any data between version 3 and version 5. This process required trying to save a web login session and ensure that it was saved in the 1 PW main application but when I tried to do that, I'm now getting an error that says 1 PW Helper is not working properly. I followed the steps for that which included shutting down Safari and restarting it and to run any updates to 1 PW if needed. None of these things are correcting that error. The error is evidenced by a small little "1" next to the 1 PW icon near the url line. I'm now really confused as to what to do. Hoping you can help me. I have verified that the new 1 PW 5 version looks to be installed and seems to have all of my data so not sure if I just need to uninstall 1 PW 3 version? But for now, I can't seem to uninstall the 1 PW 3 extension in Safari.

littlebobbytables

Hi @rjchombre,

I think the easiest way forward is for us to quickly check a diagnostic report for 1Password 3. The browser extensions for version 3 maintained their own encrypted database of your login items and it allowed the extension to work when 1Password wasn't running. Unfortunately what it means is if the extension becomes disconnected from the helper app at all then there now exists the possibility that you have data stored in the extension that never made it back to the main 1Password 3 application. When you uninstall the 1Password Browser extension the support files for that extension, which include the secondary database, are deleted and the un-synced data is gone. We just want to try and make sure that doesn't happen.

I would like you to create the following Diagnostic Report please. This guide will assist.

• For 1Password 3 on your Mac

Please do not post your Diagnostics Report in the forums

The email address you will want to use is support+forum@agilebits.com.

When sending the diagnostic report to the address above it would help immensely if you could include a link to this thread and your forum handle so we can connect the two.

Once you've sent the report a post here with the ticket ID will help us to keep an eye out for it. With access to the report we should be able to better assist you :smile:

ref: IHS-96144-445

rjchombre

I ran the report and sent it in. I received a follow-up email that said I had two items that were not sync'd and was given instructions on what to do (had to run a tool at your site). After running the instructions to re-sync my data, the tool said I had no un-sync'd data so didn't do anything. At that point I just deleted the version 3 extension and installed version 5. If there was data that was lost I will deal with it when I encounter it.

Megan

Hi @rjchombre ,

Thanks so much for following up here! I'm glad to hear that you're all set up with 1Password 5 now.

I hope that 1Password behaves perfectly for you from now on, but if you have any other questions or concerns, we're here for you! :)