Issues upgrading
Comments
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just to introduce another perspective. I already have Office 365 Business Premium Subscription which means I use OneDrive for Business (I have posted on this previously in the support forums for years about it working perfectly). Because I am 20-year IT/Security Professional upgrading software is also not my first rodeo. BEFORE purchasing I asked 2 separate times with different 1password staff and have the emails archived that everything would work as before with my offline purchased version. Here is how I use 1password (as a refresher and to update this previously working solution): I stored my data file in OneDrive for business and used WLAN sync for my android. This gave me access across my desktop, laptop, web, chrome, and Android. With my new updated v7, the upgrade process went pretty well. It did not remove the old version and I had to manually uninstall (crossing fingers the whole time that it would not hose the new install). When I went to check the app on my phone, it was not updated, and when I attempted WLAN sync (which is an option in the latest version of the google play store app - if you don't want people using it and want to change the ecosystem, then remove the option) in which I did as I did before, went to go find the WLAN sync area in the desktop app and sure enough it is nowhere to be found. I go back to my phone and I have the local folder, and Dropbox left as options. I send 2 more messages to support .... crickets.... not good by the way... especially when you were so fast to "sell me on upgrading" with two other previous messages/staff. My eyebrows are now starting to crinkle a little bit and https://gph.is/2iLf1Ug (it is a facepalm giphy). I get online of course, and start discovering that others are just as snoopy-dancing as I and "if you really want the WLAN feature...then click here" in which I am taken to a form, and the email bot I receive looks like I just got signed up to your mailing list. I send another message to support, this is not permission marketing, this is the bait and switch.... I do not want to sign up for your news letter, I already have a rss feed reader for your blog... I delete newsletters. At this point I want to send you a chuck norris giphy..... as I realize that for me to restore functionality in the midst of the communication blackhole from Agilebits (whom I have faithfully promoted across social media by the way since buying my first offline version) is to install Dropbox.... great now I have two cloud file sync products constantly running in the background on my laptop and desktop so I can use my 1password.... oh and now I have to install it on my android too... which means to use my offline version I have to install two apps on each device... let me just say what we are all now realizing... someone sat in a room and thought this was a good idea. I am not a developer, but I am a cybersecurity professional and you just introduced another level of jeopardy into my previously secure environment with your product. I am not a dropbox fan, and any cloud storage that requires another plugin to make it hippa compliant should immediately be a batman signal that it is not a good solution...... I am ranting, also putting some humor as I get it what your doing, but I also would have appreciated this knowledge on the front end instead of 3.75 hours of unnecessary derek the computer guy tech support time trying to get it resolved. I love your product and most cybersecurity professionals promote your product because of the offline version... my recommendation, ask your offline customer base before you decide to remove a feature like that in the future... at least with the heads up, I would have been able to make an informed decision versus a "I am now stuck" decision... IMHO... btw, this does not warrant a response, this warrants action from a communication management perspective to your client base, not on a forum...value people's time, like I just did for you by posting...
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@ociollc: I hate to admit it, but I don't understand many of your comments here. I'm sorry to ask, but if you could clarify that would be helpful. I know that means more of your time, but that's the only way we can assist you. In my experience, we can save people a lot of time when they contact us with the details so we can help, so no one has to go it alone and potentially make no progress at all.
Regarding OneDrive, it isn't something we've ever supported, but I know that other users use folder sync in conjunction with that (and other stuff we don't support) even today. If you need help with that, let me know. I'll be happy to assist. Just create a new discussion with the details and @-mention me.
The other bit where you suggest that there's a "communication blackhole", the reality seems to be quite the contrary, given this very discussion and the conversation you've been having with both Rob and Cecilia via email over the past few days. If you don't think you're receiving their replies for some reason, check your spam folder and let me know so I can resend them. One way or another, we'll get you the help you need. :)
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...after 3.75 hours on Friday, and 5-hours on Saturday with troubleshooting and support by email, with the final instructions sent to me on Saturday which produced: This created aEMPTY vault in Dropbox and did NOT migrate my data… now that I have the basics, however, I finally completed what I needed to be done (and have been asking for since Friday) by doing the following:
1. Imported my current data from my OneDrive to my new Vault.
2. Just for good measure, I copied all the “data” files to the Dropbox folder.Now all my previous data is in Dropbox and 1Password. This is the worst support experience I have had with Agilebits, I am really surprised that there are no instructions on how to migrate my local v7 vault with data in it from my upgrade from v4 to new v7, to Dropbox (I do not have a vault in Dropbox – it has always been local) so I can restore functionality I was previously using with WLAN capabilities with the hoop-jumping/workaround of using Dropbox ( https://support.1password.com/sync-with-dropbox/ - these are NOT about migrating - they are about creating a new empty vault ) so the response I got was to break the link to my sync, create the new vault and the repeated instructions I have been sent 3+ times now on how to sync to dropbox.
I recovered my data by copying it all into the 1Password folder in dropbox - facepalm.
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@ociollc: I'm sorry to hear you had so much trouble. But 1Password for Windows version 7 automatically converts an AgileKeychain to OPVault when you select it, so I'm not sure I understand what "migration instructions" you're looking for; that's automatic. The only thing you'd need to do is select that same vault on your other devices afterward so they're all syncing with the same thing. It sounds like you finally did that in the end and are in good shape now, but be sure to let me know if you have questions about anything else.
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brenty, please delete my postings... I have finally resolved my hellacious upgrade experience without WLAN functionality despite the bad email/forum tech support where it appears I am writing in japanese without a translator as I have written many times (22+ in the last 4 days including today) on what is going on. Further as a 20-year IT veteran and working from support all the way to CIO, this is has been one of the most frustrating upgrade experiences I have ever had.... 1) email and forums only acerbate negative touches. 2) pick up a phone after 3 exchanges with a customer instead of hiding behind email or "i am confused by your comments" 3) when your customer tells you that the current support articles do NOT address their current situation, hear's a thought... believe them. 4) I would advise someone update the v4 offline to v7 offline migration how-to's to include, a)acknowledging that they might have a database already and will need to migrate. b) not everyone is a Dropbox fan c) before removing a feature that was working (WLAN) consider polling current offline users. *I know you will probably say this is all confusing and you don't understand, in which case, delete all the postings.... I cannot help you any further...and frankly don't desire to...
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Brenty, because you went personal, let me clarify. One of my favorite quotes from Patrick Swayze: http://gph.is/2sJqmvT, as a business owner, you cost me 15 hours x $200 per hour = $3000 for a $50 piece of software. I went through 5+ people and had to re-explain myself between emails and this forum over 22+ times, when 1 phone call could have resolved this in 15 minutes. I provided screenshots, and at the end of the day proved I was right that 1) there were no instructions for my issue, 2) the upgrade experience was atrocious, 3) someone finally admitted that I had been put through a bad experience and refunded me 1/2 of my cost of the software! I was clearly being treated like #2 (https://www.channele2e.com/influencers/simple-ways-improve-customer-retention/) and when I requested you delete my entries so that you could at least save some face. Instead, you "hit send again" and went personal. It is my personal mission in life to shut down, notify, and expose support issues like this because by this behavior, you have painted the entire IT industry with your poor customer service and customer experience. In my opinion, it is folks like you who should be forced to read https://www.tablegroup.com/books/getting-naked, and made to write public apologies. Instead, this entry will be deleted so as to hide the trending issue of poor customer service /experience, and you just cost me another 30 minutes... scolding you and holding you accountable. Heres a thought... you could have 1) not responded and 2) apologized and said glad things worked out....
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@ociollc: I didn't say anything personal. I'm glad that five or more of our people were able to give you their time over the past few days, especially with so many others waiting. If you need help with 1Password now or in the future, we're here for you. Otherwise, since your time is valuable, I'd encourage you to spend it doing something you enjoy instead. Take care.
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