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Can't restart!

wilson67
wilson67
Community Member
in Mac

I had the trial version, liked it, but forgot my master password after changing it once. I decided to buy the Mac app today in the hopes of creating a new vault to use. I have followed the instructions posted here (https://support.1password.com/starting-over/mac.html), and I have now gone through the process 8 times, including 8 restarts, with 0 success. Every time I restart my computer and re-open 1Password, I am prompted to enter my existing password. Can someone help me start over? Thanks!

1Password Version: 1Password Version 5.4 (540046) Mac App Store
Extension Version: Not Provided
OS Version: OS X 10.10.5
Sync Type: Not Provided
Referrer: ug:mac/first-run, kb:forgot-master-password, kb:starting-over, kb:check-app-version, kb:starting-over

Comments

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @wilson67,

    I'm sorry you've had so much trouble trying to reset 1Password!

    The first time you opened the Mac App Store version of 1Password, it would have found your existing data for the AgileBits Store version (i.e. the trial you originally installed) and copied that to its own database. Therefore, when you follow the starting over steps, you'll actually need to follow the instructions to remove data for both the Mac App Store and AgileBits Store versions. If you only deleted the data from one, that would explain why it was still able to find the data from the other.

    Does that help? Please let us know how it goes after removing data for both versions. If for any reason you still have trouble, please let us know and we'll continue from there. Thanks!

  • AGAlumB
    AGAlumB
    1Password Alumni

    @wilson67: But if you've already tried that and you're still having trouble, you can also use the Data Reset Utility for 1Password 5 to automate the process. Just follow these steps to start over with a new vault:

    1. Download the Data Reset Utility for 1Password 5
    2. Double-click the ZIP file to decompress it (if your browser didn't do that for you automatically)
    3. Control-click on the tool and select "Open" from the shortcut menu
    4. Follow the prompts, and 1Password should give you the chance to start with a new vault

    Please let me know how it turns out. I look forward to hearing back from you! :)

This discussion has been closed.