Why do I keep getting an error message after upgrading to 1Password5?

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JoanneD
JoanneD
Community Member

I was running 1Password 4 on my Mac and using OS 10.9.5. I upgraded to Yosemite and got a pop -up that I needed to upgrade 1Password. I've been attempting to do so for the past few days... every time I get an error message that I need to reinstall. Which I've done. It's an endless cycle, and I can't access 1Password which I use pretty much every day.


1Password Version: 4 & 5
Extension Version: Not Provided
OS Version: 10.10.4
Sync Type: Not Provided
Referrer: forum-search:I keep getting an error message after upgrading to 1Password 5 & told to reinstall.

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  • Stephen_C
    Stephen_C
    Community Member
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    Please tell us:

    That information will help us to help you.

    Stephen

  • Megan
    Megan
    1Password Alumni
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    Hi @JoanneD,

    I'm sorry to hear that you're having trouble getting set up with 1Password!

    As Stephen says, knowing the exact text of the error message could give us a better idea of where things are getting tangled up. I'm also curious - did you purchase 1Password from the Mac App Store or the AgileBits Store? Knowing this detail will help us give you precise instructions on how to work through this issue.

  • JoanneD
    JoanneD
    Community Member
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    Hi Megan,
    I downloaded it directly from AgileBits. It's my boss's account -- he's had a 1Password acct for several years now. I was not asked to pay for anything and I don't think have had to in a few years. I'll try to take a screen shot when I try again.

  • Megan
    Megan
    1Password Alumni
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    Hi @JoanneD,

    Thanks! A screenshot could be really helpful. In the meantime, how are you reinstalling? (I know, that might sound like a bit of a silly question, but just in case!) If there's a problem with the downloaded version of the app, we generally advise reinstalling like so:

    • Download a fresh copy from our downloads page
    • Unzip if necessary
    • Drag this fresh copy into the /Applications folder and replace the existing copy.

    It's important that you do not use any app cleaners in this process, as they could end up removing some of your data files or other useful items.

  • JoanneD
    JoanneD
    Community Member
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    Hi Megan,
    I've downloaded a couple of fresh copies, unzipped, and then have dragged it into my applications folder. Then I double click and get the problem report I attached above. I feel kind of paralyzed right now..
    Thanks for your help,

    joanne

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @JoanneD,

    Thank you for the screenshot. I'm sorry you're having such problems with 1Password! To help us figure out what's going on an how to solve this, I'd like to ask you to create a Diagnostics Report from that Mac: 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.

    Once we see the report we should be able to better assist you. Thanks in advance! :)

  • JoanneD
    JoanneD
    Community Member
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    support ID#: [#XLC-31837-546]

  • Megan
    Megan
    1Password Alumni
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    Hi @JoanneD,

    We've received your Diagnostics Report - thanks for sending it in! I appreciate that you've included the relevant details in your email as well - that will make it a lot simpler for our team to get up to speed. Someone from the support team will get back to you as soon as possible with some further information. We'll keep the conversation going directly via email to avoid complicating things between here and there. :)

    ref: XLC-31837-546

  • JoanneD
    JoanneD
    Community Member
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    Thanks Megan. I received an email from Laura Rooke, and with directions on what to do. It took awhile, and I had to redo a couple of steps, but I think I am finally back up and running. Thank you all for all of your assistance!

    joanne

  • Megan
    Megan
    1Password Alumni
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    Hi @JoanneD,

    Thanks so much for following up here! I'm so glad that Laura was able to get things straightened out for you.

    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! :)

  • JoanneD
    JoanneD
    Community Member
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    :) Believe me -- I will! It's always good to know when companies have such a quick response and are easy to work with for these kinds of issues. I hope it behaves perfectly too!

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Thanks for saying so, @JoanneD! We really appreciate your kind words, and I'll make sure the others here see them as well. Have a fantastic weekend! :)

  • JoanneD
    JoanneD
    Community Member
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    You too!

  • Drew_AG
    Drew_AG
    1Password Alumni
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    :+1:

This discussion has been closed.