1Password 6.1 doesn't open on Mac Yosemite

JOUY

Hi,
I'm currently running Mac OS Yosemite 10.10.5. I recently upgrade from 1Password 3 to 1Password 6.1.
When I try to open the new app The system said: "It's impossible to open 1Password".
I try deleting every file of 1Passord older version, but it doesn't work.

Help me please, I use 1Password every day....

thx

---

1Password Version: 6.1
Extension Version: Not Provided
OS Version: 10.10.5
Sync Type: Not Provided

littlebobbytables

Hello @JOUY,

OS X is saying it's impossible to open 1Password? I haven't heard that particular phrase before, can you take a screenshot of the message that is coming up please.

If you're unsure at all the website How to take a screenshot can guide you and you can attach images to a post here in the forums using this image as a reference.

If you do decide to do so please do check the image before uploading to make sure it doesn't display anything you really don't want visible in a public forum.

I'm very curious to discover what is happening due to the particular choice of words used.

JOUY

Here the screenshot...

JOUY

Literally "Impossible to open the app 1Password 6"

littlebobbytables

Hi @JOUY,

It's a very terse message isn't it. No help at all :(

You mention you've deleted older copies of 1Password. Have you tried deleting the copy that won't open and downloading a fresh copy from the same place you purchased it. Given the message says 1Password 6 that would suggest you want to download a new copy from our AgileBits Download page. Apologies if you have already tried this.

If that still results in no luck can I ask you to send in a diagnostic report please. This guide will assist.

• For 1Password on your Mac

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. With access to the report we should be able to better assist you :smile: Don't worry, even though 1Password can't open right now with a little luck something in the diagnostic report will say why OS X can't open.

JOUY

ok, this is quite hilarious... the 1Password Troubleshooting app doesn't work. I have the same message: "Impossible to open the app 1Password Troubleshooting"... I really don't understand... maybe I have to try with older versions?

littlebobbytables

Hi @JOUY,

I believe we're looking at an issue with your copy of OS X here. I can't find much relating to an error message about it being impossible to open an application but one person online suggested rebooting their Mac helped. Have you tried this at all? It might be worth it given the odd behaviour you're experiencing here. Hopefully this helps!

JOUY

I try reboot and reinstall... Nothing...
Only 1Password 6 does not work...
Is there a possibility to download it from the app store without paying again?
Otherwise is there a chance to have my money back? I pay for the newest version and it simply doesn't work....

danco

Unfortunately, the way the App Store works means that AgileBits have no information about it and no direct interaction, so can't organise a free copy on the App Store. In any case, there isn't enough difference between the two versions for that to work.

I am sure the AgileBits staff will organise a refund if necessary (I am a volunteer and can't speak for AgileBits, but there is a 30-day trial period so it should be ok).

Myself, if you are having this major trouble (which really should not be happening) I would be inclined to try 1PW4, which can be downloaded from the legacy section at the bottom of the downloads page.

It's all rather weird, a strange error message.

ag_kevin

Hi @JOUY,

Even if 1Password is the only app that isn't working, it appears OS X is not even trying to launch the app, so it does sound like an OS X issue, but we can help determine that for certain. I have two suggestions:

1. Right-click (or two-finger click if using a trackpad) on 1Password 6 and choose Open from the menu.
2. If it asks if you want to open it, click Open.

If that doesn't work, and this is a bit of a long shot, but try this:

1. If you haven't already, move 1Password to the Applications folder.
2. Open the terminal and paste the following command:
   sudo chmod u+x /Applications/1Password\ 6.app/Contents/MacOS/1Password\ 6
3. Enter your computer's admin password when asked.
4. Try launching 1Password again.

Please let us know how that works out. If you get an error after step 2, please let us know. If it still gives you trouble, can you tell us if your user is an Admin user or a Standard user? You can determine the user type by going to the System Preferences and clicking on "Users & Groups".

Thank you for your patience in solving this. We should be able to get you back up and running soon.

Regards,
Kevin

JOUY

Hi,
I try everything you suggest me, but nothing…
No message of error after step 2; only the same error message when I try to open the app.
I'm the admin.

Maybe it could be helpful to resume what happened:

1. I opened 1Password 3 and clicked on ‘Upgrade’
2. I’ve been redirected to Agilebits website and I bought the upgrade to 1Password 6
3. I received the email with the license
4. I downloaded 1Password 6, tried to open it and got the message “Cannot open the application 1Password 6”
5. So I erase every file connected to 1Password 3 (preferences, files in the 'Application support' folder and so on…)
   I did not erase the keychain… I’m currently using 1Password on my iPhone
6. Then I try to download and open again - after restarting - every version of 1Password available (3, 4, 6) on the agile website. No one works. Always the same message: “Cannot open the application 1Password 6”.
7. Every other app on my mac works fine…

Could be an idea to restore the files I’ve erased related to 1Password 3 with Timemachine back up?

JOUY

Gatekeeper is set on "allow app downloaded from everywhere"....

Vee_AG

Hi @JOUY,

Where are you trying to open 1Password 6 (and the 1Password Troubleshooting app) from? Are they in the Applications folder? Or perhaps the Downloads folder? Or a shortcut in the Dock?

JOUY

Hi @Vee ,
I tried open them in both download folder and application folder...

Now I've restored with time machine the files that I deleted before and I'm currently running 1Password 3 and it works. So now I'm in the originary condition before upgrading.

I'll try again every step you all suggest me, just to be sure that I'm not doing something wrong, but if the situation remains the same I'll ask a refund. Maybe I'll try again when I'll upgrade my OS to El Capitain, but now I'm fine with Yosemite.

If you have any other idea, please let me know.

Thank you

Vee_AG

Hi @JOUY,

Thanks for letting me know you restored 1Password 3. I'd like you to try following the steps in this article to upgrade to version 6.

How do I upgrade 1Password for Mac from version 3?

Those steps should get it installed correctly for you, so if it doesn't work after that, then the problem may be with your Mac and I'd suggest you have a Mac support technician look at it. I look forward to hearing how this goes!

ref: NHD-88132-698