Problem with Damaged App / license question

martinlofqvist

I'm using 1Password both at home and at the office (two different computers).

First off: I purchased 1Password from the App Store, then discovered we had a group license at work, so I did a refund and got the money back for the app store license.

Everything is working quite well. Until the other week when I'm prompted to with a window saying the app is damaged, needs to be deleted and re-downloaded from the app store. So I try, but the app store won't let me download it since they have refunded me for the purchase. And I can't find the license from work.
So at home I'm right now stuck with 1Password that doesn't open and can't be reinstalled.

How do I solve this?!

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1Password Version: 5.4.1
Extension Version: Not Provided
OS Version: 10.11
Sync Type: Dropbox

Drew_AG

Hi @martinlofqvist,

Thanks for contacting us about that, and I'm sorry you're running into a bit of trouble with 1Password!

If you're getting that error message about the Mac App Store version of 1Password, that means you still have the Mac App Store version of 1Password installed. When you refund a purchased app from the Mac App Store, that doesn't automatically remove that app from your Mac, but you won't be able to download it again (or download any updates for that app) from the Mac App Store.

So in other words, after refunding your Mac App Store purchase, you continued to use the Mac App Store version of 1Password (named 1Password.app) instead of switching to the AgileBits Store version (named 1Password 5.app). You won't be able to fix the error with the Mac App Store version, but that's ok because you shouldn't be using that version anyway.

I noticed you contacted us a few months ago in this other forum discussion, and at that time you had both the Mac App Store version (1Password.app) and the AgileBits Store version (1Password 5.app) installed. Do you still have both of those apps on your Mac? If so, please open 1Password 5.app (the AgileBits Store version) - do you have all your latest data in there?

Please let us know if you still have both apps installed, and if 1Password 5.app shows your latest data, and we'll continue from there. Thanks! :)

martinlofqvist

Hi Drew!

Ok. This is all so confusing.
First off: it's a really, really, really, bad situation with two versions of the same app – it makes handling licenses and versions a hassle. Get rid of either your own version or the app store version and this will be way easier.

Ok. So I now downloaded the 1Password 5 from your site and fired it up:

• It seems to carry my latest database. To start with it actually opens so that's nice.
• Under license, it says that I bought it on the Mac App Store... shrug.
• Under settings -> Synchronization it says my primary vault is synced with nothing.... shrug.

Questions:

• Which version should I use?
• How can I fix this without going totally insane?
• How do I set up my proper license? (Does that even matter?)
• What do I need to do to get back to normal, working, mode?

danco

Having two versions is a messy situation. But getting rid of one version would be worse in my opinion. I don't need iCloud, and like the option to pay upgrade pricing rather than full price on any paid upgrade. And this is from someone who only uses Apple products, Windows and Android users cannot use iCloud anyway, which is the only technical reason for preferring the App Store version.

So definitely keep the AgileBits version. And if the App Store version was removed, then the option to sync through iCloud would go.

I think the only solution is to hope that Apple will relax its rules. Some posts by AgileBits staff give me the impression that this might happen at some point.

1PW is clever in the way it picks up the database and also notices that you have an App Store purchase and accepts that as equivalent to a licence.

khad

@martinlofqvist,

It sounds like the perfect storm of a Mac App Store bug that required folks to download apps again + your refunded purchase of the 1Password app from the Mac App Store. The bug wasn't specific to 1Password. It affected every app. Combined with your inability to download it again since you had your purchase refunded…it put things into a bad state.

You should be all set if you follow the steps here:

Switching to the version of 1Password from the AgileBits Store

If you get stuck on any step, let me know which step you're stuck on. I'm happy to provide more specific assistance if necessary.

Of course, if you have any other questions, don't hesitate to ask.

Cheers!

martinlofqvist

@khad

Glad to hear I hit the perfect storm. :)
I think 1Password is brilliant – when it works. Although this is my second major hickup, that causes me hours to fix and stress. Getting harder to convince friends and co-workers to use it :'(

Anyhoo.
I'm back with only 1Password 5.app. That seems to work. Although under license it says "bought on the Mac App Store", so I guess my perfect storm continues. Will this cause any problem for me? How do I change the license? Do I need to?

Drew_AG

Hi @martinlofqvist,

I'm sorry you've run into these problems! Having both the Mac App Store and AgileBits Store versions installed on the same Mac can sometimes cause a bit of confusion, and hopefully we'll be able to improve that in the future. If you've deleted the Mac App Store version and have only the AgileBits Store version installed now, that should prevent further confusion.

As far as the license goes - if the AgileBits Store version detects that the Mac App Store version is (or was previously) installed on your Mac, it will automatically activate itself. It does that to make it easy for customers to switch to the AgileBits Store version. That won't cause any problems for you, but if you'd like to change that to the group license through your employer, you can. First, please check with someone at work about the group license - assuming it's a license for 1Password 4 or 5 for Mac, someone should have a copy of a license file that you'll need to add to 1Password after removing the Mac App Store license.

Once you know you'll be able to add the group license, you can follow these steps to remove the Mac App Store license:

• Open the 1Password app, then hold the control key and go to the menu for 1Password 5 > Quit 1Password and 1Password mini.
• In the Finder, go to the menu for Go > Go to Folder.
• Copy and paste the following line into the Go to the folder field: ~/Library/Group Containers/2BUA8C4S2C.com.agilebits
• Click the Go button (this should open a folder named 2BUA8C4S2C.com.agilebits).
• Delete the entire 2BUA8C4S2C.com.agilebits folder (or delete its contents).
• Reboot your Mac.

Once you've done that, the AgileBits Store version of 1Password 5 should be in trial mode, and you'll be able to activate it by adding the license file from your work's group license: How do I add my license to 1Password?

Please let us know if you need more help with that! :)