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cant install a fresh copy after being locked out. Get a null vault (chrome browser)

janicenelson
janicenelson
Community Member

This morning when I got up, the password I used last night suddenly wouldn't work and locked me out. After 12 uninstalls, reinstalls, and following details on how to truly uninstall 1password, I then had a null vault. I've uninstalled that and am locked out. Please help. I changed my password already this morning online but some of the installs this morning wouldnt take it. It still seemed to want my old one. Thus the additional searches and removals for anything 1password and agilebits from the mac. It has now wasted my entire beautiful morning inside on a Saturday fooling with this. Please provide a support email or some better way to get direct help.


1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
Referrer: forum-search:cant install a fresh copy, get a null vault in chrome

Comments

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @janicenelson,

    When you post to our forums you are contacting us. While there are some great users that will also offer guidance to each other, AgileBits does review and respond to every thread here.

    Before we can continue though we're going to need some information please about your system. The following will give us a place to start.

    1. Which version of 1Password are you running?
    2. What version of Google Chrome are you running?
    3. Which version of the 1Password extension is installed?

    Different versions of 1Password behaved very differently and if we assume the wrong version it will only serve to confuse and frustrate you. Hopefully that information will help us start to understand the issue at hand.

  • janicenelson
    janicenelson
    Community Member
    edited August 2015

    Dear littlebobbytables: The most current version in the Apple store, the most current version of chrome, and the most current version chrome would install.

    Installed again this morning just now from the Apple store. Create a new password and get a popup screen saying there is my old vault and do I want to unlock and merge. If so, add my old password. Not helpful because if my old password worked I wouldn't have had this problem for the past two days. So now I still cant get any farther because when I click cancel, it is not deleting the old vault and letting me continue by creating a new vault. I can't merge because my password won't work and cant continue fresh because it is not getting off this popup sequence...

  • janicenelson
    janicenelson
    Community Member

    Update: Agilebits popped up today and suddenly launched after-the-fact. Not sure everything is fine because it doesn't behave like past versions. Auto logins for example don't work. Usual methods for copying and pasting isn't working either. Not sure whether to uninstall this version from apple and try again or whether is is a standard for the new version...

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @janicenelson,

    Thank you for the additional information, and I'm sorry this has been causing such a problem for you! I have a theory about what might be happening with 1Password on your Mac, and it's something I haven't seen in some time. You mentioned you "get a null vault" in Chrome, and that sounds like an old error that could happen if you had both the Mac App Store version and AgileBits Store version of 1Password installed, and both copies of 1Password mini were running at the same time.

    If you have the Mac App Store and AgileBits Store versions of 1Password installed on your Mac at the same time, that would actually explain a few things you mentioned. You may have been trying to unlock an older vault from the other copy of 1Password on your Mac, and if that had a different master password, that would explain why it wasn't accepting the master password you normally use. That also likely explains why it still found a vault on your Mac after you followed the steps to start over, but still wouldn't accept your master password (i.e. it was still trying to unlock an older vault from the AgileBits Store version).

    Now, that's mostly just a theory at this point. There are a few things you can check, and I'd also like to clarify the current state of 1Password on your Mac, as you said it "popped up today and suddenly launched after-the-fact". Can you elaborate on what you meant? Were you suddenly able to unlock 1Password with your master password again? If so, do you have all your data there? Please let us know some more specific details about what happened, and what is currently happening with 1Password. For example, if you go to the Applications folder and double-click the 1Password app, does it open? Does it accept your master password? Is any data there?

    Also, in case you're still unable to unlock it with your master password and/or if you're still getting a "null vault" error, try checking your Mac for multiple copies of the 1Password app. Usually you would find them in the Applications folder, but you might also want to check other locations like your Downloads folder or the Desktop. You can even do a Spotlight search for 1Password to see if it finds multiple apps. Depending on your version of Mac OS and 1Password, the app might be called 1Password.app, 1Password 4.app, or 1Password 5.app.

    Finally, please let us know a few additional details that will help us:

    Thanks in advance!

  • janicenelson
    janicenelson
    Community Member

    I don't want to keep answering questions back and forth publicly. It's been days now waiting to get this resolved. In my opinion, companies in the business of providing security related software (what I feel this is in my opinion) need to provide support better than ... post publicly what your security problem is, wait several hours or days for a response, and then we will continue to ask questions rather than provide a way to quickly uninstall everything and then reinstall a fresh copy.

    I will again uninstall. Since I want to uninstall properly since you claim I somehow had two versions (even though a search produced nothing with agile anywhere on my mac or with 1password), please provide an uninstaller. I thought I deleted everything everywhere. As for my version, as I stated, I am using the latest version of all programs an os x.

    Here is the screen print of what I saw. I already stated it created a new password and then still asked for my old one which it no longer accepts.

  • janicenelson
    janicenelson
    Community Member

    And by the way, please delete both my vaults as I want to uninstall this completely and install a fresh copy, since things are working in non-standard ways. I would do this myself, but since I uninstalled the latest copy on my MAC after reading your post about possibly having two types, it is no longer valid and the previous vault I had which I unexpectedly could no longer access also needs to be deleted by Agilebits. Thank you in advance for your assistance in this matter.

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @janicenelson,

    I'm sorry this has been frustrating for you!

    I don't want to keep answering questions back and forth publicly. It's been days now waiting to get this resolved.

    You're more than welcome to email us at support@agilebits.com at any time if you'd prefer a more private means of support. If you do, please be sure to include a link to this discussion so our support team can quickly get up to speed with the issue.

    ...wait several hours or days for a response, and then we will continue to ask questions rather than provide a way to quickly uninstall everything and then reinstall a fresh copy.

    I'm sorry our responses weren't as fast as you had hoped! To be fair, it doesn't look like you've waited days for a response. You posted your original message on August 22 (two days ago), and littlebobbytables replied the same day. You wrote back yesterday, and I replied earlier today (and again now). There are fewer of us here on weekends, but if you continue with forum support, you should get much quicker responses now.

    I will again uninstall.

    I don't think that will help, and isn't something I suggested in my previous reply. If you do the same thing you did before in order to uninstall/reinstall, you'll likely end up in the same situation.

    Since I want to uninstall properly since you claim I somehow had two versions (even though a search produced nothing with agile anywhere on my mac or with 1password), please provide an uninstaller. I thought I deleted everything everywhere.

    I don't know if you have multiple copies of 1Password installed - as I explained, that was just a theory based on the information you'd provided. I gave you a couple suggestions to help find other copies of the app if they exist. Searching for "agile" will not find other copies of the 1Password app, because the name of the 1Password app doesn't include the word "agile". As for an uninstaller, I'm afraid we don't have one for 1Password 4 or 5 (assuming you're using one of those versions). And depending on the problem, that wouldn't necessarily help.

    As for my version, as I stated, I am using the latest version of all programs an os x.

    The "latest version" depends on which version of OS X you're using, whether you're using the Mac App Store or AgileBits Store version of 1Password, and if you're using a beta or stable release. For example, if your Mac is running OS X 10.9 or 10.8, the "latest version" of the AgileBits Store version of 1Password that you could be using would be 4.4.3. On OS X 10.10 (Yosemite), the latest version is currently 5.3 from the Mac App Store, 5.3.2 from the AgileBits Store, or 5.4.BETA-35 if you're using the beta.

    Believe me, we wouldn't keep asking if we didn't think it would be useful information! ;)

    Here is the screen print of what I saw. I already stated it created a new password and then still asked for my old one which it no longer accepts.

    Thank you for the screenshot - as they say, a picture is worth a thousand words! :) You hadn't mentioned iCloud sync before, but in your screenshot it looks like you're trying to re-enable iCloud sync. It's asking for the master password for your vault in iCloud, which would be the one you had been using to unlock 1Password the last time it synced with your iCloud account. If your master password wasn't working to unlock your vault in the 1Password app, it won't work to sync with that vault in iCloud, either. You'll need to reset your 1Password data in iCloud (more on that below).

    And by the way, please delete both my vaults as I want to uninstall this completely and install a fresh copy, since things are working in non-standard ways. I would do this myself, but since I uninstalled the latest copy on my MAC after reading your post about possibly having two types, it is no longer valid and the previous vault I had which I unexpectedly could no longer access also needs to be deleted by Agilebits. Thank you in advance for your assistance in this matter.

    If starting over and re-entering all your data from scratch is your goal, we can certainly help you to do that! From your messages prior to today, it wasn't clear that's what you wanted to do. Since master passwords don't just stop working for no reason, I thought you might like help getting your original data back again. If you'd rather just start over from scratch, no problem!

    However, we cannot delete your vaults because we don't have them. 1Password never sends your password data to us. By default, all your 1Password data is stored locally on your computer/device. You can choose to sync an encrypted copy of your data to a cloud sync service and/or another computer/device using one of the sync options in 1Password (like iCloud sync). If you've already followed the steps in this article to reset 1Password on your Mac, you can delete your old vault from iCloud by opening 1Password and going to Help > Troubleshooting > Reset iCloud Data.

    I hope that helps! If you have more questions or are still having trouble, please let us know.

  • janicenelson
    janicenelson
    Community Member

    I want to make sure all versions are uninstalled. Since I searched for anything with "agile" in it and deleted that and searched for 1password and deleted that, what else do I need to do?

  • janicenelson
    janicenelson
    Community Member

    I checked icloud drive and do not find anything from 1password on it. Since I am unable to access the old vault to delete it, how do I access it to get rid of the old vault info 1password finds each time I try to install it?

  • janicenelson
    janicenelson
    Community Member

    And yes, I had tried those instructions before I posted online a couple days ago asking for help to resolve this.

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @janicenelson,

    I want to make sure all versions are uninstalled. Since I searched for anything with "agile" in it and deleted that and searched for 1password and deleted that, what else do I need to do?

    To remove your old 1Password data in order to start over with an empty vault, you don't actually need to delete the 1Password app, but instead you would need to follow the steps here (which you may have already done): How do I start over with an empty vault?

    If you'd also like to make sure you've deleted any extra copies of the 1Password app, you can do a Spotlight search for "1Password" on your Mac (and it sounds like you've done that as well). The following knowledgebase article can also help you with that: How to remove multiple, conflicting copies of 1Password from your system

    I checked icloud drive and do not find anything from 1password on it. Since I am unable to access the old vault to delete it, how do I access it to get rid of the old vault info 1password finds each time I try to install it?

    Your 1Password data isn't actually stored in iCloud Drive, even though iCloud Drive must be enabled for iCloud sync to work. It's a little confusing, but the short story is that the iCloud sync option in 1Password uses Apple's CloudKit technology. CloudKit isn't the same as iCloud Drive, but requires it to be enabled.

    As I explained in my previous message, "you can delete your old vault from iCloud by opening 1Password and going to Help > Troubleshooting > Reset iCloud Data."

    Hopefully that helps get everything sorted out for you! If you run into any problems with that, please let us know what happens and we'll be happy to continue helping you with that. :)

  • janicenelson
    janicenelson
    Community Member
    1. Yes, I had already tried this and told you I had in these communications. So telling me to try them again doesn't help, does it? Each time, I just get another closed vault to start with. Then when I manage to get it, it brings up the other vault--other suggestions?
    2. FYI I sent an email to support earlier, but have not heard back - unless this link back online is the public response to my moving the support dialogue off line?

        I want to make sure all versions are uninstalled. Since I searched for anything with "agile" in it and deleted that and searched for 1password and deleted that, what else do I need to do?
        To remove your old 1Password data in order to start over with an empty vault, you don't actually need to delete the 1Password app, but instead you would need to follow the steps here (which you may have already done): How do I start over with an empty vault?
      
    3. As I explained in my previous message, "you can delete your old vault from iCloud by opening 1Password and going to Help > Troubleshooting > Reset iCloud Data."
      -- I tried this today. Several times. Then when I tried installing a fresh copy, I again started with a locked vault, not a brand new sequence.

    So here I am, now after another day, still unable to install a fresh copy and unsure whether the vault was actually deleted. There has to be a better way, because when things get out of sync, this method does not work for your customers. We need an uninstall program, much like Norton or something that takes everything off and automatically allows one or two click fresh installation.

  • Megan
    Megan
    1Password Alumni

    Hi @janicenelson,

    Thanks so much for emailing in to our team. I think a Diagnostics Report is going to be a great help in getting to the bottom of this. I've added the relevant details from this conversation to the email in our support system, and someone from a team will get back to you as soon as they've had a chance to review the Report.

    We appreciate your patience as we work to track this issue down - we'll get you sorted out!

    ref: IWG-11731-313

  • janicenelson
    janicenelson
    Community Member

    Thank you, Megan. I will wait for your email.

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    I see somebody has now contacted you. As we've moved to email I'm going to go ahead and close this thread but if you have any further questions or issues please do post.

This discussion has been closed.