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Upgrade from 4 to 5 failed! Help please.

rafsel
rafsel
Community Member
in Mac

I just tried to upgrade my wife iMac from 1Password4 to 1Password5. Followed he prompts and when now when starting the 1Password5.app it crashes. It puts up a standard app crashed dialog:

Check with the developer to make sure 1Password 5 works with this version of OS X. You may need to reinstall the application. Be sure to install any available updates for the application and OS X.

Click Report to see more detailed information and send a report to Apple.

I tried removing the Application Support files and also the preferences files but the app still crashes. I also re-downloaded the binary from your website - same behaviour.

Please advise ASAP. Her data is now inaccessible.

Martin

PS - I have the crash log if you need it.

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

Comments

  • Megan
    Megan
    1Password Alumni

    Hi Martin ( @rafsel ),

    I'm sorry to hear that you're having trouble with 1Password! Let's try reinstalling one more time, using these steps:

    • Use ⌘⌃Q ( Command-Control-Q ) to quit both 1Password and 1Password mini.
    • Go to the Applications folder, and drag the 1Password app to the Trash.
    • Empty the Trash.
    • Restart the Mac.
    • Download a fresh copy of 1Password from our downloads page.
    • Put the app in the Applications folder.

    Does this get you all sorted out?

    If you're still having difficulty, we'd love to take a closer look at your system. I'd like to ask you to create a Diagnostics Report from your 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 handle 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 ensure that it is dealt with quickly. :)

    Once we see the report we should be able to better assist you. Thanks very much!

  • rafsel
    rafsel
    Community Member

    Thanks for the timely response. I did as you suggested with no change in behaviour. Just one point, I am unable to run 1Password at all now.

    I have run the diagnostics program on the affected system and will send you the report from my email address.

    The support ID is [#DDQ-13185-225]

    (I forgot to put a link to this thread in the email with the diagnostic report. Sorry)

  • LauraR
    LauraR

    @rafsel - Thanks for sending the diagnostics report and I am so glad that clearing out all the older versions resolved the problem.

This discussion has been closed.