Help. Trying to reset vault.

sterman26

I'm trying to reset my vault because can't remember by master password. As i'm following the instructions it asks to find the following file in my /Library/Containers/

2BUA8C4S2C.com.agilebits.onepassword-osx-helper

But it is not there. I even search for that file/folder specifically, with no luck.

Any ideas? Thanks in advance

---

1Password Version: 5.3.2
Extension Version: Not Provided
OS Version: OS X 10.10.5
Sync Type: Not Provided
Referrer: kb:starting-over, kb:check-app-version, kb:starting-over, kb:check-app-version, kb:forgot-master-password

littlebobbytables

Hi @sterman26,

We have two versions of 1Password for Mac, one is sold in Apple's Mac App Store, the other we sell via our own AgileBits Store. One of the differences between the two is that all Mac App Store applications have to be sandboxed and must store all their support files in the Containers folder to limit visibility. Now the version number you posted, 5.3.2 is for our AgileBits Store version. You should find two sets of steps in our How do I start over with an empty vault? guide, at the moment you're following the steps for the Mac App Store version but if you instead follow the steps for the AgileBits Store version you should achieve you goal. Does that help?

sterman26

thank you for this. I realized the mistake. I found the correct files by following the AgileBits Store version instructions. However, I have removed the correct files from the references folder and moved them to the desktop. After restarting, it still asks me for my master password. I'm not sure what I'm doing wrong, but it was my understanding that after the restart it would act as though it was my first time there. It does as me get started, but once I click on the button it brings up my master password prompt. Any ideas?

littlebobbytables

Greetings @sterman26,

1Password must be finding data from elsewhere and in a bid to try and be helpful is grabbing and running with it even though it isn't what you want it to do.

We have two options. We could have you send in a diagnostic report as that should highlight where 1Password found existing data but there is another possibility that might work for you. After you went through the steps and 1Password showed you the standard screen asking for your Master Password did it look something like this?

You'll notice I've highlighted part of the text and I've done so because it's actually clickable and reveals a small menu. If you click you should see this.

and at the bottom there is the option to tell 1Password to stop trying to be helpful and let you create a brand new vault.

Do you see this at all and does it allow you to create a new vault? Hopefully you'll be reporting back with good news :smile:

sterman26

Hello,

Unfortunately, this didn't work. When I restart, I see this screen.

http://d.pr/i/1a10u

And when I click the "get started" it takes me to this.

http://d.pr/i/15HHo

So it looks like we may need to run the diagnostics. Or is there a way I can do a screen share and someone there can just fix it?

Drew_AG

Hi @sterman26,

I'm sorry this still isn't working correctly! Thank you very much for the screenshots - it almost seems like you removed a preference file for 1Password, but not the main data file (or something along those lines). To reset the AgileBits Store version, you'll need to have removed 3 things: a 1Password 4 folder, and 2 preferences files, named “2BUA8C4S2C.com.agilebits.onepassword4-helper.plist” and “com.agilebits.onepassword4.plist”. Are you sure you found/removed all three?

Just to make sure, you should go through these steps one more time, making sure to start by quitting 1Password and 1Password mini (i.e. Step 1), and looking for all the files that should be removed, even if some are no longer there.

If you do all that but still end up being asked for your master password (with no option to create a new vault), we'll definitely need you to send us a Diagnostics Report from your Mac. You can create that report by following the steps here: 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! :)

sterman26

Drew,

Thank you for this. It looks like this worked. The 1Password 4 folder seems to have been the culprit.

Thanks for the help.

Drew_AG

Awesome! I'm glad that worked, @sterman26. If you run into more problems or need anything else, please let us know. We're always happy to help. :)