Multiple issues after CCleaner cleanse: Vault missing, won't back up, Dropbox not syncing
Hi,
After cleaning both my Macbook Pro and iMac, I am having problems with 1Password. The Dropbox sync problem actually pre-dates the cleaning. Today, my secondary vault was missing on my laptop. I tried to add it back in through the Dropbox Sync but there was no option to choose the secondary vault. It does look like some information from the secondary vault has merged into the primary, but not all. Though, I don't want a merge.
On the iMac, the secondary vault is there, but 1Password keeps trying to back up and says that the back up failed.
The only way I have gotten sync to work so far is to actually put the files on a USB drive and then manually put them on the other computer.
Even before the clean I would get logins that I never saved. They all have the same icon and say they can be converted to logins, even though I have already saved a login elsewhere. I have to keep throwing them in the trash.
And sometimes 1Password just does not work and I have to go do a password reset, which defeats the purpose of having 1Password.
When 1Password works, I love it, but right now, it's a confusing mess and I don't know what to do with it.
Help. Thank you.
1Password Version: 4.4.3
Extension Version: 4.4.3
OS Version: 10.9.5
Sync Type: Dropbox
Comments
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The least of your questions is one I can answer. Those items in the Password category, which I suspect is what your referring to when you describe records that can be converted to logins, are created each time you create a password and insurance against something going astray and having you lose a new secure and complex password. You would go to that category, find your record,,and convert it to a Login in such a case.
Besides adding the general r minder that 1Password's instructions strongly advice again the use of app cleaner because they tend to create the problems you are having by removing important data, I, not sure what to say. Perhaps someone else can help you. Do you have any routine backup processes going, like Time Machine? If so, I'm sure you'll get your data back.
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Hi,
I don't need to convert them to logins because logins already exist. Maybe I changed a password and then it created them? Those are the least of my worries though.
I couldn't backup in Time Machine. I kept getting the "couldn't backup" error message. Even after I got out of Time Machine, as described above, 1Password kept trying to do backups and failed.
My information isn't missing on one computer, only a vault on the other. Even before cleaning, I had sync problems, so cleaning would only be a partial source of the problem.
Is there any way to contact 1Password technical support directly or are these forums the only source?
Thank you.
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The forums are generally the best way to contact support, and I am sure an AgileBits support person will get to your posts. But if you prefer, you can send email to support+forum@agilebits.com. Usually that is slower, but you'll get attention that way too. In this case, if you do send email, include a link to this thread. You'll get an automated reply that included a support ticket number. You can help staff connect the dots if you post that ticket number back here in this thread.
I should add that if you have your data intact on another machine, you'll be able to get things straightened out for sure.
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Ah thanks. I understand the procedure now. Glad to know it's probably not a total disaster. And I'll keep waiting until my post pops up in queue.
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Hi @VikingNature,
With as complicated as this situation might be, I think it would be best to start with some Diagnostics Reports before we go much further, one from each of your computers. Here's how to create a Diagnostics Report on a Mac.
Attach the Diagnostics Report to an email message addressed to support+forum@agilebits.com.
Please do not post your Diagnostics Reports 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 Reports 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 email and ensure that it is addressed quickly. :)
Once we see the report we should be able to better assist you. Thanks very much!
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Hi,
That link did not say how to create a diagnostics report, only how to send it, so I used sysdiagnostics in Terminal, however, there is no 1Password troubleshooting file in either ZIP file.
I did see logs in Console and I did check one computer and there is a 1Password log from 2 days ago. But I don't know how to run a new diagnostics or save/export that one other than copy and paste. How do I proceed?
VikingNature
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@VikingNature Actually, in the Mac section of that link it does show how to create a report. :) You'll need to download the 1Password troubleshooting utility to do it. Could you try visiting the article once more and reading the Mac steps?
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Ah, I misread it as downloading the troubleshooting zip file, after running the diagnostic. Not that it was an app for diagnostics. Okay, now it makes sense. Coming up soon.
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Support ID: #CHS-97952-558
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Because the instructions above say to use the +forum email address and the diagnostics page says to use the +mac address, I used both and ended up with two Support Ids. Here's the second one: #KHH-21293-811
Also, is there a way to temporarily stop 1Password from trying to do backups? For a couple of days now I get a sound alert and an error message that 1Password backup failed. It does this all day long. It's really annoying. Thank you.
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Thanks for sending those, @VikingNature! A customer support team member will have a look at the reports and get back to you as soon as possible about the sync issue. And don't worry about which email address to use--they go to the same place, they just get labeled a little differently. But we've merged them into one support ticket to keep things neat. :+1:
Regarding the "backup failed" message, you may be able to make that stop simply by restarting the mini. From the main 1Password app, go to Help > Troubleshooting > Restart 1Password mini.
I also want to clarify something about this:
Even before the clean I would get logins that I never saved. They all have the same icon and say they can be converted to logins, even though I have already saved a login elsewhere. I have to keep throwing them in the trash.
The Strong Password Generator has a built-in safety net that automatically saves all 1Password-generated passwords that you fill or copy. It saves them as Password items, not as Login items. This allows you to find a generated password even if a new Login was never created. See our Recovering unsaved passwords article for more details.
I hope this helps! And as I said, we'll respond to your email as soon as we can. Thanks!
ref: CHS-97952-5580 -
Please help. I closed down my iMac and then the other vault did actually did disappear. Now, I cannot get back into the encrypted mail that I use without destroying my mailbox and starting over. 1Password was supposed to save my passwords, not ruin all of my accounts. I am really hating this application and wishing I had never bought it. I cannot reply to emails you sent, because your application doesn't actually work and I can no longer access my email. Does anyone have any real advice that would actually work? Why has an entire vault disappeared? How do I get it back? How do I keep it from disappearing in the future if I can even recover it?
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I tried to use folder sync instead and now my Dropbox is missing even after trying to re-install it. I tried to recover agile keys from Time Machine and those keychains disappeared and I can't find them. Is there any live or real time support? I desperately need help. This is getting worse and worse. This whole app is a confusing mess. Not user-friendly at all. I shouldn't have to have advanced tech skills just to use it. And again, I cannot get into my email to respond to tech support, because your app ate my vault with the email login info.
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@VikingNature I'm so sorry this is happening. AgileBits forums are patrolled by their staff and they will get back to you as soon as they possibly can. In the meantime, could you please try logging into Dropbox in your browser and seeing if the .agilekeychain file is in there? If you see it, you can at least access your passwords in the meantime by using 1PasswordAnywhere. Hopefully you can get your encrypted email password/key from there and access your account to proceed with troubleshooting. Let me know if this helps!
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It's in there. Thankfully. And so is my 2nd vault, yet there is no way that I can find to sync the second vault back. Preferences is not listing it as an option.
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@VikingNature I'll let the AgileBits team to help out with the syncing issue since they already have an email thread with you. Just to clarify, though: Were you able to access your passwords with 1PasswordAnywhere? This should work for both vaults.
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Oh and thanks, I used the 1Password to get into the 2nd vault and got my email password. At this point, I would prefer to just merge the two vaults. 2 are impossible. Maybe one will work.
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Yes. Guess we were typing at the same time. Now that I can get into the email I will ask them over there about merging. Thanks.
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@VikingNature So glad to hear that! :) I don't have access to your logs, so the team will take things from here. I'm just glad you are able to access your passwords in the meantime.
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Hi @VikingNature,
Again, so sorry for all the trouble you're having with syncing your vaults. I'm glad @penderworth has been able to help you a bit here, and glad that you were able to get to your email password.
I've replied to your email, so let's continue the conversation there, and I'll close this forum thread for now to avoid getting wires crossed or duplicating efforts. I assure you we're committed to helping you get 1Password set up properly again if you can bear with us while we help you sort things out. Thanks!
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