Updating to 1PW 7 troubleshooting

eskrima2

We have 1PW6. Updated to 1PW7, but it does not recognize the master password.

---

1Password Version: 6.8.9
Extension Version: Not Provided
OS Version: OS X 10.13.5
Sync Type: Not Provided

MrRooni

Hi there @eskrima2. When you moved to 1Password 7 did you create a new 1Password.com account? If so, your Master Password will be the password you used when signed up.

eskrima2

My husband did use a new master password, but it crashed before completing all of the information. Now we are unable to delete 1PW7 because MAC says it is open.
I rebooted and still could not delete it.

Ben

Hi @eskrima2

Could you please let us know what happens now when you try to delete 1Password 7, now that you've restarted your Mac?

Ben

eskrima2

Husband gave me the wrong password. Now I am able to open 1PW7, however I now need to transfer the passwords from 1PW6.
Sorry for the confusion.

Lars

@eskrima2 - I'm sorry for the delay in our response here; we've been having a surge of support requests since the launch of 1Password 7 for Mac and 1Password 7 for Windows. Glad to hear you can open 1Password 7 now! What do you see when you launch 1Password 7 and enter your Master Password? Is the vault empty? When you click the vault menu (top left corner of the main 1Password window), what vaults are available to you?

eskrima2

I appreciate your help. No worries about getting back to me. I understand a lot of people are having problems.
Yes, the vault is empty. The vaults available are: edit personal vault, exclude from all vaults, and manage access to personal vault.
I took a chance and imported the log-ins from 1PW6 into 1PW7. Don’t know know if this is correct or not. Can’t get into log-ins.
Goal is to have only 1PW7 and be able to delete all of 1PW6.
Also my free trial is just about to run out.

Lars

@eskrima2 - OK, thanks for the reply. Because time is of the essence here, and also to get a closer look at specifically what's going on, I'd like to ask you to create a diagnostics report from your Mac:

https://support.1password.com/diagnostics/?mac

Please add the following code (including the square brackets) to the Subject line of your diagnostics email before sending it:

[#IJI-76671-993]

This will link your diagnostics to our current discussion. We'll take a look and let you know what we find out.

For anyone else reading, please note: this ID is for @eskrima2 only. If you’re experiencing the same issue and need help, please ask us for your own ID.

ref: IJI-76671-993

eskrima2

Sent diagnostic report. Thank you for your help!
Have a good day.

Lars

@eskrima2 - :) :+1: