1Password will not open on Macbook pro with el capitan
I downloaded 1Password from the app store at Apple. I chose a password and repeated it according to instructions and all went well. I also loaded your extension onto both Safari and Firefox. I did not have time to start entering my passwords for the sites I normally visit. So the vault had no content. The next time I wanted to open the vault the 1Password app it would not accept my password. I deleted 1Password from my computer following your instructions and the extensions. I deleted also from the cloud and my Iphone(6s) and iPad. I downloaded the 1Password app from the Apple site again and I get a window showing the vault door. Not the welcome window where I can choose a password like the first time. If I try to use the password that I wish to use (same as the first instillation) it rejects it and I have no way to choose a password or open the door. I have two questions the first is how to solve this problem? The second is if I had opened my sites and had permitted you to choose a password for each what would I do if this happened then. I would have no record of the chosen passwords nor could I open the vault. If I have to write down all the passwords that I use for the sites based on your suggestion then what is the point to this app? I am running the latest versions of everything and using the cloud.
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Greetings @angnatsiaq,
To be quite honest, if you don't feel that you can trust 1Password and that you need to record passwords elsewhere then 1Password really isn't for you and we've failed you. My goal is to see if we can restore some of that trust.
It seems like you've attempted to remove the previous and empty vault but if you instantly see the lock screen it must be finding data from elsewhere. 1Password is attempting to be helpful but sadly sometimes it's actually just hindering as it doesn't realise your motivation.
Can I just check, when you said you were following our instructions was it the steps in this guide - How do I start over with an empty vault? Please note that steps such as ensuring 1Password mini isn't running and rebooting are important because removing the files on disk will be for naught if there is data in memory that messes with your attempts to start over.
If that was the guide then the quickest way to assist you will be to ask for a diagnostic report and this guide will assist.
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. We can identify where 1Password might have found data and report this back to you.
This is only the first part. After this we need to help you feel confident that you can trust 1Password like we trust it. I don't know if it will be of any use but we have a page on How do I choose a good Master Password? and in one of the notes it does link to another page titled Should I use special characters in my Master Password? I don't know if this has any bearing on the Master Password you selected.
What we can do is help you store a number of your sites in 1Password but without changing the passwords straight away. Try 1Password out, use it daily until you're comfortable and then you can start on improving the strength of your online presence with unique and complex passwords to each site. I trust 1Password and I trusted it long before I had the honour of joining the team is it isn't about job loyalty - in fact I'm not sure anybody here wasn't a massive fan and big user of 1Password before joining. I place complete faith in the software, in fact I use unique email addresses for each site I visit so should I lose my vault I can't even attempt to recover a password. I hope one day you can feel that way about it too.
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Thank you, I am up and running with 1Password. I purchased 1Password because of all the praise and fine comments about it on the net. I see from your customer support that those opinions were well justified. I believed that the troubles I was having was a compatibility problem with the new EL Capitan operating system. Again thank you for assisting me so quickly.
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That's great news, @angnatsiaq! On behalf of @littlebobbytables, you're quite welcome, and I'm happy to hear you were able to get things sorted out with 1Password.
Also, thank you for your kind words about 1Password - we want our customers to enjoy using it as much as we love making & supporting it! :) If you ever have more questions or need help with 1Password, please let us know. We're here for you!
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