Sync tab is absent in system preferences

stevenrudich

1password works on my other Macs, ipad, iphone, but on this one the sync tab is totally blank so I can't connect to my icloud vault.

1Password
Version 5.3 (530029)
Mac App Store

on

System Version: OS X 10.10.5 (14F27)
Kernel Version: Darwin 14.5.0
Boot Volume: Macintosh HD
Boot Mode: Normal
Computer Name: Steven’s Mac mini
User Name: Steven Rudich (stevenrudich)
Secure Virtual Memory: Enabled
Time since boot: 35 minutes

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1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
Referrer: kb-search:no synch tab showing in preferences, kb:icloud-requires-mac-app-store

AGAlumB

@stevenrudich: I don't mean to be pedantic, but I need to ask this just to make sure I understand correctly since I've never heard of this happening before: 1Password Preferences > Sync is completely blank (no vaults on the left to select, nothing)?

If so, this is certainly not normal, and it sounds like the app may be damaged. Please Quit 1Password, drag it to the Trash, restart your Mac, and install a fresh copy from our site. Please let me know how it turns out! :)

stevenrudich

Yes, you do understand- I see no vaults at all in the sync tab.

I did precisely as you suggested. It did not work.

peri

Hi @stevenrudich. Thanks for the update.

I've had this happen to me once before, and it turned out to be due to having multiple instances of 1Password apps installed on my Mac. I'd like you to open a Finder window and navigate to your /Applications directory. Do you see more than just one copy of 1Password 5 there? Do you have 1Password 4 or 3 installed there, or anywhere else on your Mac?

If so, simply drag those extras to the trash (but don't use any system cleaners). Once you've done that, empty the trash and reboot.

Let us know if that does the trick! Thanks!

stevenrudich

I have no such instances.
I have reinstalled OS X.
Then reinstalled 1password...
No vaults seen by this one computer.

Could this support process take weeks?

I love 1password, but not being able to use it on my home mac is a deal breaker.

littlebobbytables

Hi @stevenrudich,

If a problem is sufficiently complex then sometimes it can take a while but normally it doesn't. Please remember that it can take a couple of posts for us to narrow in on the issue while we ask questions to better understand your situation.

So after you reinstalled OS X and 1Password from the Mac App Store what happened next? The first thing you should have seen was this screen where you need to click on the Awesome! Let's Get Started button in the bottom right hand corner.

After that 1Password should have either asked you for your Master Password having found your iCloud Sync data or you would have needed to go through the steps in the following guide, Sync existing iCloud data.

If you didn't either a) create a new vault or b) point 1Password to existing data in some form then no vault would have been created and so the Sync tab would have been blank as it's for setting up up sync for existing vaults, not for adding vaults. 1Password will allow you to enter the preferences even with no vault existing so it is possible to do this.

Does any of this relate to your situation and shed any light on why you might have a blank list? If this doesn't match what happened can you please describe what did happen as that might be the crucial piece of evidence that explains all.

stevenrudich

Over the last week the start using link did nothing and there was no option to create a vault with new.

This time the link did do something:
but it did not offer me any iCloud option. (as in the choice of new vs existing)
I just have a blank vault as if I am a new user.

In Sync tab no icloud option appears.

littlebobbytables

Greetings @stevenrudich,

At the moment on this particular Mac you have no vault of value, is that correct?

Can you try following the steps in our How do I start over with an empty vault? guide please and let us know precisely where what you start seeing diverges from what is expected based on Running 1Password for the first time and Sync existing iCloud data. If you see a screen that doesn't make sense a screenshot of it might help.

You told us you're running 1Password elsewhere, I assume you're running version 5 and have migrated from the old iCloud to the new iCloud Drive?

Hopefully we're getting closer.

stevenrudich

I am a recent user all my versions are current. This one Mac never gave me an icloud option in any attempt.

I found and moved this 2BUA8C4S2C.com.agilebits.onepassword4-helper.plist folder
I made sure 1password was not in the activity monitor.

Rebooted.

But I get no welcome screen jusr a request to type my masterpassword to connect to my vault. It is just the useless empty vault

No icloud option in the sync tab either.

littlebobbytables

Hello @stevenrudich,

The 2BUA8C4S2C.com.agilebits.onepassword4-helper.plist is from our AgileBits Store version of 1Password for Mac so it really does sound like you have remnants from another version on this Mac. If this is the case 1Password (Mac App Store) would import that vault in a belief that it was being helpful in doing so.

Please try following the steps for both the AgileBits Store and Mac App Store version in our How do I start over with an empty vault? guide. I would also recommend checking for the existence of a ~/Library/Application Support/1Password/ folder which would be a leftover from 1Password 3 for Mac.

If you're still having troubles we'll use a diagnostic report to identify all the pieces in play. This guide will assist.

• For 1Password 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:

stevenrudich

I am confused because the page you sent me to contradicts what you are saying:
https://support.1password.com/starting-over/mac.html

"If you use the version of 1Password from the Mac App Store
Open the Finder and select Go > Go to folder from the menubar.
Copy the following text into the dialog box and click the Go button: ~/Library/Containers
Locate the folder named “2BUA8C4S2C.com.agilebits.onepassword-osx-helper” and drag it onto your Desktop.
Reboot your Mac"

I have a serious comprehension problem. If following these instructions refers to some version 3 of 1password that is not from the Mac store, then I ask can someone just communicate to me in plain English? I do not understand your support pages - so referring me to them is not helpful. Why don't you make a de-installer for all previous versions of 1password? You have passed on the cognitive burden of your legacy issues to a new customer. I simply don't have the sort of intelligence required to decode your support pages' conventions for expressing instructions. I have a literal mind - the words under the section title should be those related to the section title.

I had no folder named ~/Library/Application Support/1Password/

To expect that I should have some intuition about an object named "2BUA8C4S2C.com.agilebits.onepassword-osx-helper" is deeply frustrating. I did try de-installing 1password, then looking for any file with agilebits or 1password in the path name. I found none. Then I reinstalled 1password from the mac app store and I get the same empty vault behavior.

littlebobbytables

Greetings @stevenrudich,

In your first post you said you were running the Mac App Store version of 1Password. Later though you said you found and deleted the file 2BUA8C4S2C.com.agilebits.onepassword4-helper.plist. Now this tells us that at some point both the Mac App Store and the AgileBits Store version of 1Password for Mac must have been on this system, either directly run or restored from a backup.

While they are essentially the same application, the two copies store their support files in different locations. The reason is sandboxing which is part if all Mac App Store applications. When you first launch 1Password it tries to be helpful. It will go look and see if it can find existing data. It will check the likes of iCloud and Dropbox but it also looks to see if the other version has been used and it favours that data over others. I suspect this is the cause of your frustration given you aren't seeing the normal screens you should do if 1Password has never been on this computer before.

Now the steps in How do I start over with an empty vault? aren't intuitive at all but although we have a page for it we're really hoping it's rarely needed. Apple believe users shouldn't even be in the Library folder at all. The Library folder though means moving an application from /Applications/ to the Trash and downloading a new copy will rarely have the effect you believe it should. On a Mac the application bundle is a self-contained folder with pretty much everything the application needs to run. If the program is crashing then replacing the application may work and it's nice know you can do this without risking your user data. Similarly, if an update isn't working you can always just download the latest copy and replace the misbehaving one, again without risk to your user data. We don't have a simple reset option because it was always feared it would do more damage than good. We really do hope users never need to start over.

So there are three main folders.

• 1Password 4/5 for Mac (AgileBits Store) can be found at ~/Library/Application Support/1Password 4/
• 1Password 4/5 for Mac (Mac App Store) can be found at ~/Library/Containers/2BUA8C4S2C.com.agilebits.onepassword-osx-helper/
• 1Password 3 for Mac (AgileBits Store) can be found at ~/Library/Application Support/1Password/

It might be you don't have one of those folders e.g. ~/Library/Application Support/1Password/ but for reasons of completeness I recommended checking for it just in case. My goal was to try and cover all the possibilities. Given you were looking in the ~/Library/Application Support/ folder anyway I thought it was worth checking.

If this is all confusing then please do send in the diagnostic report I mentioned in my last post. That will examine your system and we'll be able to see what is there. This and the last post though are based on the belief that there were two 1Password folders present (the reason why is unknown). The two folders would be:

1. ~/Library/Application Support/1Password 4/
2. ~/Library/Containers/2BUA8C4S2C.com.agilebits.onepassword-osx-helper/

and the steps in How do I start over with an empty vault? are intended to show how to remove each version. Normally a person needs to follow just one path but if you have two copies and you need them both removed then both paths need followed.

With all of the support files removed, when 1Password for Mac (Mac App Store) is next launched it should go through the normal process of looking for existing 1Password data, find nothing on your Mac and at least offer you the chance to look at iCloud. I believe that once we reach that point the hard work is behind you. If in doubt, please do just send in the diagnostic report.