The Windows update on my desktop won't accept log in info

sandyh

My Windows 1Password just updated tonight--the update flashed by really quickly with some message about problems with logging in but it closed too fast for me to see it. It updated automatically. Then two icons appeared on my desktop for a few moments. I clicked on one, and then the two icons combined into one. However, now it won't let me enter my log-in information. It keeps saying it's incorrect. First my master password was listed as incorrect then the next time I tried the account key was listed as incorrect. Neither were. I tried multiple times to make sure I was typing everything correctly. I can still access my iPad/iPhone apps, just not the Windows version.

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1Password Version: no idea--can't get it to open
Extension Version: Not Provided
OS Version: Windows 7
Sync Type: Not Provided
Referrer: forum-search:New update won't let me log in

AGAlumB

@sandyh: I'm really sorry for the trouble you're having! Could you clarify a few things for me?

My Windows 1Password just updated tonight--the update flashed by really quickly with some message about problems with logging in but it closed too fast for me to see it. It updated automatically.

1Password doesn't update automatically; rather, it will prompt you to let you know there is an update, and then you can chose whether to install it or dismiss it until later. So I'm wondering if you're seeing something else entirely.

Then two icons appeared on my desktop for a few moments. I clicked on one, and then the two icons combined into one. However, now it won't let me enter my log-in information. It keeps saying it's incorrect. First my master password was listed as incorrect then the next time I tried the account key was listed as incorrect. Neither were. I tried multiple times to make sure I was typing everything correctly. I can still access my iPad/iPhone apps, just not the Windows version.

I'm not sure from your description if 1Password is rejecting your Master Password, or you're unable to even try. Could you please take a screenshot of this. To include it in your reply, simply click the document button in the top of the comment field, and select the file you wish to share:

Just be sure not to include any sensitive information (especially your Account Key!) Also, it sounds like you're probably using a 1Password Account and the new 1Password 6 beta app. Is that the case? We'll get this sorted out for you! :)

sandyh

Before getting your response I decided to just try uninstalling and reinstalling. I uninstalled the Windows Beta. However, when I went to the website to try to download it again the website won't take my password. It has the account key saved so it seems to just be the password. (However, yesterday it once said the account key was wrong.) I can still use my password fine on my apps so it's just the Windows version that's being fussy.

I've got the 1Password app on iPad and iPhone--those are fine. It's the Windows Beta that's having problems.

jhamer

FYI - If you are looking only to download the beta app, you can get from the release notes page without logging in.

https://app-updates.agilebits.com/product_history/OPW6

MikeT

Hi @sandyh,

Did you recently change your credentials on your 1Password.com account, like changing your email address, account key or the password?

If you cannot sign in to your 1Password account on 1Password.com, then 1Password for Windows can't sign you in either. 1Password on your iOS devices should be informing you of the same problem but it sounds like it is not doing that. It is possible you're unlocking a local vault, not one of your vaults in your 1Password.com account.

To dig deeper into this, we need you to email us at support+windowsbeta@agilebits.com with a link to this thread and your forum username included, so we can connect the email to this thread. Please email us from the email address that was used to sign up for 1Password.com.

Let us know here when you've sent that email, so we can confirm we got the email.

ref: AQP-68934-599