Attempt to do clean install of 1P5 resulted in total failure

thesilverarrow

Hello

Straight off: well done on a top product ... I'm a very happy customer and have been for years. Evidence? This is the first time I have had to ask a question like this.

An attempt to do a clean install 1P5 from the App Store has failed completely.

I followed the instructions here https://learn2.agilebits.com/1Password4/Mac/en/KB/start-over.html and had some success although my original goal was still not met, so I tried again.

The second attempt resulted in the total failure: the app now opens but not to vault login screen. I see a welcome screen and menu options but that is it.

Why did I want to do this clean install? We have moved to a new Mac manually. The copy over of the 1Password data went OK (=we were able to use it on the new Mac successfully). The issue was syncing that new Mac to iPhone with 1Password: iPhone kept grumbling about how the primary vault was on another machine ... and then it just blocked me. So iPhone has 1Password data but from the old Mac.

It was at this point that I SHOULD have contacted you ... but no, I carried on digging trying to fix it myself!

On top of that I fear I have now lost the backup of the primary vault ... not the end of the world as I could re-build logins and passwords slowly but it would be nice to see if a vault copy is lying around somewhere (can I get something off of iPhone?).

So, my issues are:
1. how to do a clean install of 1P5 from the App Store.
2. find a copy of the old vault data lying around (where to look on Mac ... on iPhone?)
3. once 1 and 2 are done, have 1P5 on the new Mac sync to the old iPhone over wifi.

Thanks for any help.

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1Password Version: 5.4.1
Extension Version: Not Provided
OS Version: Mac OS 10.11.1
Sync Type: home wifi
Referrer: forum-search:broken

Jacob

Hey @thesilverarrow!

Well, I must say I'm quite sorry to hear things went so poorly with starting over. It looks like you followed the version of our guide from the old knowledge base. The new version of the starting over guide can be found here. Of course, that's for future reference. For now, we must solve this kerfuffle!

First, your data. If you still have a copy of your 1Password data on your iPhone, you can move that over to your Mac using Dropbox or iCloud sync easily. Could you check to see if you have it on there? If you do, our new guide for starting over is indeed quite useful. Follow it to remove all the extras from your old copy of 1Password for Mac and install a fresh new copy from the Mac App Store. But only do this if you're sure everything is on your iPhone.

Once you get your new copy of 1Password for Mac up and running, follow our WiFi syncing guide to get your data moved from your iPhone to your Mac.

If your data isn't on your iPhone, it's worth checking your Mac for backups. They would be located in the following folder:

~/Library/Containers/2BUA8C4S2C.com.agilebits.onepassword-osx-helper/Data/Library/Backups/

If you don't see anything in there, or if you removed that folder, have you used another syncing method in the past? One advantage to keeping things in the cloud is they will be there if something happens to your devices. If you did sync with a method other than WiFi, you can use this to set things up once again when you start fresh on your Mac.

Lastly, to have your copy of 1Password for Mac sync with your iPhone, all you have to do is follow our WiFi syncing guide. You should be able to set things up no problem. :)

Let us know if that helps you get started again. We'll be here to help our if you need anything. Thanks for being awesome. :+1:

thesilverarrow

Hi Penderworth

Thanks very much for the detailed response.

Some good things have happened ... but there are still issues.

Recovery of data from iPhone via both Dropbox and iCloud ... OK
Clean install of 1P5 from the App Store ... OK
Import of data from iCloud to new installation of 1P5 ... OK (the Dropbox copy ended up being nice-to-have)

Now I want to stop the iCloud and Dropbox sync (Snowden and all that) and do only internal wifi sync'ing ... so I followed:

this: https://support.1password.com/guides/mac/sync-wi-fi.html
and this: https://support.1password.com/guides/ios/sync-over-wifi.html

... but ... iPhone/1P for iOS tells me that the "key is wrong" ... and then stops (=no sync between iPhone's 1P5 and the Mac's 1P5 over the same home wifi network).

So my issues now are:
1. What to do about that key?
2. How to confirm that the iCloud data for 1P5 has indeed been deleted?

Thanks again.

thesilverarrow

Jacob

@thesilverarrow Glad to hear we're making some progress! :)

What to do about that key?

What is the exact error you're receiving? If you could post a screenshot that would also be helpful.

How to confirm that the iCloud data for 1P5 has indeed been deleted?

You can follow this guide to remove your data from iCloud. Also make sure that iCloud sync on all your devices is off to prevent future syncing. You only have to remove the data from iCloud on one device and it won't be stored there anymore.

thesilverarrow

Hi penderworth

In an embarrassing (for me) twist, it turns out a typo was the root of my issue around syncing with iPhone.

My challenges with moving 1P data from one MBP to another and ensuring continued sync'ing with iOS are fully resolved.

Thank you for your attention and expertise with this.

@prospective 1Password clients: it is hard to imagine that other products out there can do what 1Password does better or indeed with better customer service than Agile Bits.

thesilverarrow

littlebobbytables

Hello @thesilverarrow,

Typos get us all at some point or another :smile: It's great to hear things seem to be working properly once more but should you have any questions or issues then please do pop by and let us see if we can throw some expertise your way :smile: