Since update to OSX 10.10.5 1password won't work

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ferdia
ferdia
Community Member

Hello.
Since OSX update i cannot use 1Password. In de browser i get the message to download the app but when i download the app it crashes immediately. What now.

Thanks


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

Comments

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @ferdia,

    I'm sorry you're having trouble with 1Password after the new update for Mac OS X 10.10.5! Thank you for the screenshot, it's very helpful for us to see the message you're getting.

    I'm not sure why the OS update would have caused any problem for 1Password. It sounds like it was working correctly for you before the update? Which version of 1Password are/were you using on your Mac? When you downloaded a new copy of 1Password, did you delete the previous copy?

    Please try the following steps to see if it solves the problem:

    • Go to the Applications folder and drag the 1Password app(s) to the Trash (do not use any app cleaning tools).
    • Empty the Trash, then reboot your Mac.

    Your data is stored elsewhere on your Mac, so deleting just the app won't cause any problems. If you have multiple copies of the 1Password app (in Applications, Downloads, etc) make sure you delete each one. Once you do that, the next steps will depend on whether you're using the Mac App Store version or the AgileBits Store version of 1Password:

    If you're using the Mac App Store version of 1Password:

    • After the reboot, open the Mac App Store and go to the Purchases section.
    • Re-install 1Password from your list of purchased apps.
    • Once the download is complete, try to open it.

    If you're using the AgileBits Store version of 1Password:

    • After the reboot, download a fresh copy of 1Password from our download site.
    • Once downloaded, unzip the file (if necessary) and drag it to the Applications folder.
    • Double-click the new app to open it.

    Does it work now? Please let us know how it works out for you. Thanks!

  • ferdia
    ferdia
    Community Member
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    Hi Drew,

    Carried out your instructions, re-downloaded from the App Store but it won't even start (on Mac Pro). Nothing happens.
    However on my iMac no problems with update

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @ferdia,

    That's very strange, I'm not quite sure why nothing happens at all. When you try to open the main app, are you double-clicking on it from the Applications folder? If you're trying to use a shortcut in the Dock or somewhere else, please try to open it directly from Applications.

    When you say nothing happens, can you be more specific? Normally you should see a quick icon animation, then a 1Password icon will appear and bounce in the Dock. The menu bar will also show "1Password" or "1Password 5" next to the  menu, and the main 1Password window should appear. It sounds like the window doesn't open, but do you see the 1Password menu? What about the icon animations in the Application folder and in the Dock?

    Can you please also let us know the following:

    • What exact version of the 1Password app is installed on your Mac? (Since you can't open it, go to Applications, click once on the 1Password app, and go to File > Get Info. The info window should show the version number.)
    • Are you using the AgileBits Store version or the Mac App Store version of 1Password?

    Thanks!

  • nerdybeard
    nerdybeard
    Community Member
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    Hey there,

    I just ran the 10.10.5 update on my 2014 Retina MBP and restarted, now I'm also getting the attached screenshot error. My data is synced to DropBox, so I went into ~/library/application support and moved the 1Password folder to my desktop. I then uninstalled 1Password, and restarted. Then downloaded 1Password from the AgileBits store, and installed. Issues persist.

    I have since restarted the machine and reset PRAM, and checked App Store for more updates - issues persist. Oddly, my iStats suite is also having issues. I went ahead and repair permissions and repaired disk in Disk Utility, restarted, and issues persist again.

    I'm now re-downloading the 10.10 Yosemite installer from the App Store. I'm going to attempt an OS reinstall to see if that helps things. I have a Time Machine backup current, so if this all fails then I'm all backed up.

    I'll report back with findings.

  • nerdybeard
    nerdybeard
    Community Member
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    The Yosemite installer is being a punk (hanging on install) so I'm going to try the combo updater from here: https://support.apple.com/kb/DL1832?locale=en_US

    As per this thread on Apple Support forums: https://discussions.apple.com/thread/7172047

  • nerdybeard
    nerdybeard
    Community Member
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    Welp, unfortunately the combo updater didn't work for me. It's definitely an OS X system level issue, as issues persist across multiple user accounts.

    Odd, because my work computer is running 10.10.5 and 1password 5 perfectly fine, and we are deploying machines with 10.10.5 with 1password 5 without issue. OP and I must have an underlying Mac OS X problem - particularly because my iStats Menu (and other addons listed in https://discussions.apple.com/thread/7172047 for others are failing). I'll keep an eye on that thread, OP you should do that same.

  • ferdia
    ferdia
    Community Member
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    I'm thinking that this is a OSX issue and not 1Password. I've noticed some other apps are giving problems and the majority are purchased via the App store. I'm going to try what Nerdybeard suggested and try the Combo update.

  • ferdia
    ferdia
    Community Member
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    Just ran the Combo Updater and all issues are history. Everything is working just fine now.
    This is definitely an OSX issue, on my iMac, MacBook Pro everything worked fine but only the Mac Pro had problems.
    Maybe a clean install would help others.

  • littlebobbytables
    littlebobbytables
    1Password Alumni
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    Thank you @nerdybeard and @ferdia for all of the updates and communication. It seems I got lucky when I installed 10.10.5 given the problems you've been having. @nerdybeard, given @ferdia had some luck installing the combo updater I hope you can eventually bring your Mac under control. Fingers crossed it's not a massive battle to do so.

  • aroman
    aroman
    Community Member
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    I also just updated to OS 10.10.5; and I am getting the same "1Password 5 cannot be opened because of a problem" popup. I have tried removing 1Password, re-downloading it, and re-installing it. I've tried rebooting and removing the ~/Library/Application Support/1Password4 folder. Nothing seems to fix the problem.

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @aroman,

    I'm sorry to hear you're also having trouble after the OS X 10.10.5 update!

    You shouldn't need to remove the ~/Library/Application Support/1Password 4 folder, and you may actually want to move that back there.

    It looks like you're using the AgileBits Store version of 1Password 5 for Mac, so the first thing to try is to follow these steps:

    • Go to the Applications folder and drag 1Password 5.app to the Trash (do not use any app cleaning tools).
    • Empty the Trash, then reboot your Mac.
    • After the reboot, download a fresh copy of 1Password 5 from our download site.
    • Once downloaded, unzip the file if necessary and drag it to the Applications folder.
    • Double-click the new app to open it.

    Does that help at all? If not, it sounds like ferdia was able to solve this issue by reinstalling OS X 10.10.5 with the combo updater, as described earlier by nerdybeard in this post.

    Please let us know how it goes, thanks!

  • Drew_AG
    Drew_AG
    1Password Alumni
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    @nerdybeard, have you had any luck getting things back to normal on your Mac? If you're also having trouble with other apps since the OS update, then it sounds like an OS X issue, but if you'd like, you can send us a Diagnostics Report from your Mac in case it helps: 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 username 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 make sure you receive a reply as quickly as possible.

    If it's a general OS X issue, I don't know for sure that the 1Password diagnostics report will help us pinpoint that, but we'll be happy to check just in case. Thanks in advance! :)

  • nerdybeard
    nerdybeard
    Community Member
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    Sadly the 10.10.5 combo updater didn't work, even after 2 tries and repairing permissions/repair disk and across multiple users. I tried all of the uninstall, delete stuff, reinstall multiple times without luck. I'm also unable to reinstall the iStats bar tools, it's giving an error - and I believe it's related to a home directory issue that I'm unable to track down at the moment.

    Oddly the 10.10 full OS installer won't work either, just spins when I try to install. Clearly an issue with my Mac OS for whatever reason. Totally random and crappy, especially as my work machine and many others are happily running 1password and my iStats app without issues on 10.10.5. Looks like I have an erase and install in my near future.

  • Drew_AG
    Drew_AG
    1Password Alumni
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    @nerdybeard, I know how frustrating that sort of thing can be, and I really hope you're able to get the OS issue(s) solved without too much trouble! Please let us know how it all goes for you. Once you get that all sorted out, if you still need any help with 1Password, you know where to find us!

  • aroman
    aroman
    Community Member
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    I restored ~/Library/Application Support/1Password 4, removed 1Password 5.app, rebooted, re-downloaded and reinstalled a fresh copy of 1Password 5. No improvement. I then reinstalled OS X 10.10.5 with the combo updater. That did not help either. Any other advice?

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @aroman,

    When you "removed" 1Password 5.app, did you empty the Trash? If not, you'll need to do that before rebooting your Mac and downloading a new copy of the app.

    If that's what you did, but it didn't solve the problem, please email us a diagnostics report from your Mac by following the steps in my previous post. Once we receive that report, we should have a better idea what to try next. Thanks!

  • pgiessel
    pgiessel
    Community Member
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    I had the same problem as many here. I finally solved it, though most people probably won't like the solution....

    I made sure that I had a good Time Machine backup. Then I (re-)downloaded "Install OS X Yosemite" from the App store (this gets me version 10.10.5 without having to install any updates). I used the various instructions floating around the internet to make a bootable USB install disk. I rebooted off the USB Install disk, erased my hard drive and re-installed OS X. After installation, there is a step in setup that lets you import profiles, apps and settings from a Time Machine backup, so I imported from the backup, and when it was finally complete, everything works again. It took several hours for all these steps, but I finally have a working system again. Anyway, hope this helps someone.

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @pgiessel,

    Thanks for taking the time to let us know how you solved that on your Mac - although I'm sorry you had to go through so much trouble! I hope 1Password continues to work perfectly for you from now on, but if for some reason you have a similar problem in the future, there's most likely an easier solution, and we'll be happy to help you with that. :)

  • pgiessel
    pgiessel
    Community Member
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    Drew,

    To clarify: I did try all the suggestions posted here first. Throwing away the application, emptying the trash, rebooting, reinstalling. Combo Update re-install, repairing permissions, etc. Also it wasn't just Agile-Bits: Panic! Transmit and C-Command's SpamSieve among others were also not able to load, so it was obviously an Apple OS X 10.10.5 Update problem, not an Agile-Bits' specific issue (although 1Password was certainly affected as well).

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Thanks @pgiessel, I see what you mean. It does sound like the steps you took were necessary for that particular problem. Lots of work, but I'm sure it was a relief to get it all working well again! :)

  • JohnKay
    JohnKay
    Community Member
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    I have a similar problem

    Process: 1Password 5 [19869]
    Path: /Applications/1Password 5.app/Contents/MacOS/1Password 5
    Identifier: com.agilebits.onepassword4
    Version: ???
    Code Type: X86-64 (Native)
    Parent Process: ??? [1]
    Responsible: 1Password 5 [19869]
    User ID: 501

    Date/Time: 2015-08-28 21:38:53.963 -0600
    OS Version: Mac OS X 10.10.5 (14F27)
    Report Version: 11
    Anonymous UUID: B3FB8390-922E-74BC-BE68-8B040041AD64

    Sleep/Wake UUID: 4C0502E9-21C5-4BD4-8533-F5268E8A6BFC

    Time Awake Since Boot: 28000 seconds
    Time Since Wake: 20000 seconds

    Crashed Thread: 0

    Exception Type: EXC_BREAKPOINT (SIGTRAP)
    Exception Codes: 0x0000000000000002, 0x0000000000000000

    Application Specific Information:
    dyld: launch, loading dependent libraries

    Dyld Error Message:
    Library not loaded: @rpath/AgileLibrary-Mac.framework/Versions/A/AgileLibrary-Mac
    Referenced from: /Applications/1Password 5.app/Contents/MacOS/1Password 5
    Reason: image not found

    My system

    System Version: OS X 10.10.5 (14F27)
    Kernel Version: Darwin 14.5.0
    Boot Volume: Macintosh HD
    Boot Mode: Normal

  • JohnKay
    JohnKay
    Community Member
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    I'm having a problem, and 1Password is the ONLY application with any issues after the 10.5.5 update.

    Microsoft, network management apps, and on and on, no other app has an issue.

  • littlebobbytables
    littlebobbytables
    1Password Alumni
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    Greetings @JohnKay,

    I'm guessing like everybody else so far this happened directly after the 10.10.5 update. Can I ask what you've tried and haven't so far.

    Normally when we see an error reporting dyld and missing resources we go for a:

    1. Quit both 1Password and 1Password mini. You can do this with the keyboard shortcut ⌃⌘Q when 1Password is open (it doesn't have to be unlocked).
    2. Drag the 1Password application from your /Applications/ folder to the Trash. Please don't use an app cleaner.
    3. Reboot your Mac.
    4. Download 1Password again from the same place you purchased it. So via Apple's App Store application if you're a MAS user and from our AgileBits Download page if you're an Agile Web Store (AWS) customer.

    However while that has resolved a number of issues in the past we've seen little that suggest it helps here. Some have found the 10.10.5 Combo Updater has helped, others haven't and we're still none the wiser as to why a small number of people are experiencing this issue at all although it is affecting applications other than just us. It's worth trying both as neither should have an adverse effect and they may just help.

  • nerdybeard
    nerdybeard
    Community Member
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    Just to loop back around to this, I read https://discussions.agilebits.com/discussion/46560/1password-not-working-with-yosemite-10-10-5 and tried the filevault decrypt and restarted... issues resolved. Way to go disk encryption fail!

  • littlebobbytables
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    I swear every new bit of information just leaves me more confused @nerdybeard :tongue: Like many I use FileVault and of course I'm running 10.10.5. That isn't to suggest for one second that I doubt your findings, it just seems like the underlying cause is still eluding us. It Just Works is great as long as it does indeed just work. Sadly for everybody bitten by this it certainly isn't working :(

  • nerdybeard
    nerdybeard
    Community Member
    edited September 2015
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    I totally understand @littlebobbytables - and I'm not ok with th current state of the OS as a whole anyways. I'll be performing a clean install soon , but it's interesting to try and find how the 10.10.5 update had issues installing with the disk encrypted with FileVault. Either way, nothing to do with agilebits at this point, but it's nice to show a few different ways to troubleshoot for 1password users that are having overall OS issues.

  • littlebobbytables
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    It really is @nerdybeard, it's just nice clean resolutions are so appealing or at least understanding the precise cause. Of course sometimes there's a long path before you can get there.

    It might be interesting to see if others experiencing this also use FileVault, maybe you're right, maybe something isn't being handled properly there.

This discussion has been closed.