Cannot update to 1Password 5.4

DoNotStaple

I have 1PW V 5.3.2, and when I clicked "check for updates", it began downloading and I get this:

"Download failed: An SSL error has occurred and a secure connection to the server cannot be made"

I have tried many times with the "Try Again" button, but no joy! Any suggestions are appreciated.

---

1PW Version 5.3.2 (532001) Agile Web Store
1PW Extension Version 4.4.4
OS X El Capitan Version 10.11
Syncing with Dropbox

DoNotStaple

And syncing with Dropbox

littlebobbytables

Hello @DoNotStaple,

The first thing I'm curious to is if the issue was temporal in nature, if you try today are you still seeing the same problem? If you are, what happens if you visit our AgileBits Download page directly and download a fresh copy of 1Password 5.4 via your browser, does that result in a new 1Password for Mac being downloaded? If that works I would recommend the following.

1. Quit both 1Password and 1Password mini. You can do this with the keyboard shortcut ⌃⌘Q when 1Password is open (it doesn't have to be unlocked).
2. Drag the 1Password application from your /Applications/ folder to the Trash. Please don't use an app cleaner.
3. Reboot your Mac.
4. Move the new copy from your Downloads folder into /Applications/

If neither work please do let us know!

bobandshellyf

I'm also getting an error on my iMac when attempting to upgrade 1 Password 5.3 to 5.4 via the app store. The error is "Update Unavailable with this Apple ID". I've logged into the apple store with both my wife's and my Apple ID and neither works.

bobandshellyf

I followed your advice above and was able to successfully download version 5.4 via the browser. I had to reset the sync option to dropbox and now it seems to be working great.

peri

Thanks for the update, @bobandshellyf. I'm glad to hear that you were able to install the update. :)

If you need anything else in the future, just let us know.

jmacheca

I am also having a problem updating 1PW 5.3 to 5.4 on my iMac. After running "check for updates" I receive "Download failed: An SSL error has occurred and a secure connection to the server cannot be made". I also tried a direct download from the AgileBits Download page, that returned a "Failed - Network error". Any help would be greatly appreciated.

Jacob

Hey @jmacheca! Could you try what littlebobbytales mentioned above? Let us know how that goes!

DoNotStaple

littlebobbytables

I tried again today to get the update in the 1Password app. I still get the "Download failed: An SSL error has occurred and a secure connection to the server cannot be made". I went to Agilebits website and tried to download a fresh copy of 5.4, but the download at the web store will not work either, it still says "Download failed: An SSL error has occurred and a secure connection to the server cannot be made". My copy of 1Password is from your web store not MAS. Any more ideas as to what's happening?

DoNotStaple

littlebobbytables

Hi @DoNotStaple,

Hmmm.... I've only got one suspicion at the moment, let's see if there is anything to it.

Do you run any anti-virus on your Mac? I can't remember which but I believe there is one that has been found to replace SSL certificates to perform certain checks on encrypted connections. It was found to interfere with our site and when it was disabled everything worked as it should. So the error was actually a good one as the user was essentially being protected against what is a man in the middle attack.

Another thing to check is to visit https://agilebits.com/downloads in the Safari browser and click on the little grey padlock icon in the address bar and then click on the Show Certificate button. Does the window that appear look like this?

You should see the exact same information and if you don't I believe we're narrowing in on the cause. Hopefully this reveals something :smile:

DoNotStaple

To littlebobbytables,

Your certificate looks exactly like the one I checked per your instructions. I use Intego X8 as my firewall, virus protection, etc., so I don't know if it is stopping the download by protecting me from it. I will set my Intego to make an exception on your download page.

Drew_AG

Hi @DoNotStaple,

Hopefully that allows you to download the update (or the full app). Let us know how it goes! If you still can't download it after making that exception in Intego X8, let us know and we'll continue looking into this. Thanks!

DoNotStaple

Drew_AG,

No joy! I turned off both my Intego X8 firewall, and my Mac OS X firewall, and I still get the "Download failed: An SSL error has occurred and a secure connection to the server cannot be made"

I'm stumped and out of ideas?

DNS

Drew_AG

Thanks @DoNotStaple - just to make sure, when you have Intego X8 and Mac OS X firewall disabled, are you still getting that error message when you try the update as well as when you try to download the whole thing from our download site?

Assuming it's a problem for both, please try to install the update again, but this time (if possible), try changing the source of the download under the Source menu in the 1Password Updater app. The default source in that menu is CacheFly, but if that doesn't work, you can change it to Amazon CloudFront or AgileBits. Do you have any luck with either of those?

DoNotStaple

@Drew_AG

1. Yes, still getting the error. It will not work by updating within the 1Password 5 app, nor from your download site

2. There is nothing which gives me the option of choosing the source of the download.

Next?

DoNotStaple

@Drew_AG,

Eureka!!! I finally downloaded 1Password V 5.4.1 by going to your customer support website and SIGNING IN for a change and the download finished perfectly. Before I install 5.4.1 I have a few questions:

1. In my Mac "Home Folder" > Library > Application Support > I have 1Password 4 and 1Password 5. I'm using "1Password 5
   Version 5.3.2 (532001) Agile Web Store". I would like to delete both 1Password 4 and 1Password 5 from this folder, drag my existing 1Password to the trash, and move everything in my "Home Folder" about 1Password to the trash, empty the trash, and reboot my computer.

2. Then I would like to install the clean copy of 1Password V 5.4.1 On to my Mac for a fresh start.

3. Should I quit the Mini icon before I do this?

4. Should I turn off "Dropbox" before I do this? I'm afraid it will continue to try and sync with 1Password. Will doing this keep my latest data in "Dropbox" until I install the new 1Password V 5.4.1, and then have it sync with "Dropbox"?

5. By completely uninstalling 1Password 4 and "1Password 5 Version 5.3.2 (532001) Agile Web Store" will I lose my backup data file, or is there a way to save a backup to my "Desktop" for the new install to find it?

I know these are a lot of questions, but I want to be sure I get a complete new copy onto my Mac without all the 4 and 5 versions scattered throughout my "Home Folder". I hope these rambling questions make sense to you because I just want a fresh, clean new copy of 1Password V 5.4.1 on my Mac.

Kind regards,
DoNotStaple

AGAlumB

@DoNotStaple: It isn't clear to me from your message if you're trying to start over with a new vault as well. Is that what you're trying to do?

In my Mac "Home Folder" > Library > Application Support > I have 1Password 4 and 1Password 5.

1. You should not have any apps in ~/Library/Application Support/. And certainly not 1Password. You should, however, have a 1Password 4 folder in there, which holds the support files for both 1Password 4 and 5. If you want to nuke everything and start from scratch, you can drag that to the Trash as well.
2. Yep! Just download it from the AgileBits website! :)
3. Open 1Password and press ⌘ ⌃ Q to quit both 1Password and 1Password mini completely.
4. There's no need to turn off Dropbox. 1Password is just reading and writing data to the folder, and if you quit 1Password it won't be doing either of those things. ;)
5. And of course, you can simply drag the Backups folder to your Desktop if you want to hang onto that.

I hope this helps. If you can be more specific about what you're trying to accomplish, I'll be happy to walk you through it! :)

DoNotStaple

@brenty,

What I want to do is clean out all 1Password programs, Home Folder remnants, everything completely, and install 1Password 5.4.1 from scratch. I want EVERYTHING 1Password related out of my computer and do a clean install. Like I never had anything related to 1Password in my computer. I do want to keep the 1Password Vault as I assume that My 1Password IOS app uses this vault also. I hope this is making sense!

Drew_AG

Hi @DoNotStaple,

Thanks for the clarification! It sounds like you want to do a clean install of the 1Password app, but you also want to be able to restore your 1Password vault data after you do that. That's definitely possible, and before doing anything else, you should make a copy of your 1Password backup files. To find them, open 1Password and go to File > Backup. That will make a new backup of your data, as well as open the Backup preferences. From there, click the Show Files button to open the location on your Mac where those backups are stored. Copy those files somewhere else.

Once you've done that, you can start over by following the steps here: How do I start over with an empty vault?

After that, when you open 1Password 5 for the "first" time, you'll be able to restore your data from a backup by following the steps in this section of the user guide.

Once you've restored your data, you'll need to re-enable Dropbox sync.

If you have questions about any of that, just let us know! :)

DoNotStaple

Hi @Drew_AG

I will follow all of your instructions and report back when completed.

Again, thanks for your help

DNS

DoNotStaple

@Drew_AG

One more question before I do this.

In my: Home Folder > Library > Application Support > 1Password4 and 1Password5 both appear

Should I delete both of these from my "Application Support" ?

DNS

Drew_AG

Hi @DoNotStaple,

Are those both folders? If you're using the AgileBits Store version of 1Password 5 for Mac, you should have a folder named "1Password 4" in that location. That folder was originally the data folder for 1Password 4 for Mac, and 1Password 5 uses all the same folders/files as version 4 because it was written as an update.

I don't know why you would have a "1Password 5" folder there, because 1Password doesn't create any folders with that name. Is it possible you renamed an old "1Password 4" folder to "1Password 5" at some point? You should probably remove that from the Application Support folder, but you don't have to delete it yet - you can keep in somewhere like the Desktop for now, until you get everything reinstalled and restored.

DoNotStaple

@Drew_AG

Yes 1Password5 (Agilebits Store Version) is in my "Applications Support Folder". I have moved it to a "churning pot" folder in my Dropbox" for safekeeping. I don't know how it got into that folder, but it did.

I'll keep you posted on my progress!

DNS

DoNotStaple

Hi @Drew_AG

Blow the trumpets, blow all of the horns!!!! Eureka, Drew_AG got me through the quagmire with his excellent instructions. 1Password 5.3.2 is now uninstalled, all of its litter has been cleaned up. A fresh new copy of 5.4.1 has been installed, and running perfectly - zero glitches, by just following Drew_AG's step-by-step instructions.

I'm one happy puppy tonight!

@Drew_AG Again, thanks for hanging in there for me while you got this mess done for me. And we did it remotely! If you are on earth, and I am on Mars, I bet we could grow some fine potatoes!!!:)

AGAlumB

YESSS!!! Thanks for the update. On behalf of Drew, you are most welcome! I'm glad that all is well now. It sounds like you should be all set, but don't hesitate to reach out if you need anything else. We're here for you! :chuffed:

Now, I hate to end this on a downer, but we're out of ketchup... :scream: