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b0ne5's avatar
b0ne5
New Contributor
3 years ago

1Password 8 won't start on my wife's account on our Mac.

When I click the icon it just bounces once, nothing else happens. I've tried restarting, still the same problem. Works fine on my account and was working fine on my wife's until a few days ago.

1Password Version: 8.9.4
Extension Version: Not Provided
OS Version: macOS Big Sure 11.5.1
Browser:_ Not Provided
Referrer: forum-search:1password 8 won't start on one mac account

macos
  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    3 years ago

    b0ne5

    Ah, that's my fault and I'm sorry for providing the wrong instructions. Can you try to open 1Password again and reproduce the issue one more time? Afterwards, follow these steps to send us the logs from 1Password:

    1. Open Finder.
    2. Click Go in the menubar at the top of the screen.
    3. Click Go To Folder...
    4. In the new pop-up that appears paste: ~/Library/Group Containers/2BUA8C4S2C.com.1password/Library/Application Support/1Password/Data and then press return on your keyboard.
    5. Right-click on the folder titled logs and select Compress "logs".
    6. Attach the newly created logs.zip file to your reply.

    Then send the email to support+forum@1password.com following the instructions in my previous post. Let me know if you run into any issues. 🙂

    -Dave

  • b0ne5's avatar
    b0ne5
    New Contributor
    3 years ago

    Hi Dave

    Kind of fallen at the 1st hurdle here, in that I can't open 1Password to get the diagnostic report. When I try to start it, I get a message saying 'The application "1Password" can't be opened.' with the number 6 below it.

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    3 years ago

    Hello b0ne5! 👋

    I'm sorry to hear that the 1Password for Mac app isn't opening on your wife's account. I'd like to ask you to create a diagnostics report from your wife's account on your Mac:

    Sending Diagnostics Reports (Mac)

    Attach the diagnostics to an email message addressed to support+forum@1password.com.

    With your email please include:

    The report will be in zip format. Please send the entire file.

    You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!