Create a Diagnostics Report to help AgileBits help you
Sometimes we will need more information from you about a particular 1Password problem you have reported, and we will ask for a Diagnostics Report. This report allows us to see a lot of information about your 1Password installation at once and can spare you from unneeded back and forth.
The method for generating the report depends on whether you are using 1Password 3.8 (from the AgileBits website) or 1Password 3.9 (from the Mac App Store). If you do not know which version of 1Password you are using, please refer to our support article: "Which version of 1Password am I using?"
1Password 3.8 (from the AgileBits website)
In 1Password 3.8, simply select Help > Troubleshooting > Diagnostics Report from the menu bar.
Please be sure to attach the entire report to your reply — as a file attachment – rather than copying and pasting it.
If you are using an iCloud email address ending with @mac.com, @me.com, or @icloud.com, please see the note further down the page.
1Password 3.9 (from the Mac App Store)
If you are using 1Password 3.9 (from the Mac App Store), you'll need to download the 1Password Troubleshooting utility, a simple application that can perform a few key tasks. Please follow these instructions:
- Download the 1Password Troubleshooting utility and double-click it to run it like any other application.
Note for Mountain Lion users: If you get an error about the app being from an "unidentified developer", please follow these instructions. - Click the “Create Report” button on the Diagnostic Report tab. After a moment, you should see a file icon appear above the “Create Report” button, and the button's name changes to “Export.”
- Click the “Export” button to save a file on your Mac that you can send to us.
If you are using an iCloud email address ending with @mac.com, @me.com, or @icloud.com, please see the note further down the page.
Once you have provided us with the report, please delete the 1Password Troubleshooting utility so that if we need another report, we can be sure that it will be a fresh copy.
About the Diagnostics Reports
You are more than welcome to review the contents of your Diagnostics Report before you send it to us. Most of it looks like a bunch of meaningless strings and included logs. The Diagnostics Report is an AgileBits tool that we use for troubleshooting only, and does not always reflect exactly how your system may be setup so do not panic at what you may see. The contents of the report are subject to change and may even appear to be incorrect but we know what we are looking for to help resolve your specific situation.
Please do not include or attach your Diagnostics Report in a forum post or other publicly accessible location, as some of the information may give "bad guys" additional information about your OS X system they could attempt to exploit and gain your confidence with.
Because none of your saved 1Password data is included in it, you do not even have to unlock your 1Password data (or remember your master password) to generate this report.
A Note for iCloud Customers Using an Email Address ending with @mac.com, @me.com, or @icloud.com
For a reason unbeknownst to us, iCloud Mail has recently not been delivering emails to support@agilebits.com when our Diagnostics Report is attached. For customers using an iCloud email address, we have a couple extra steps that you need to take.
- Once the report is generated and saved to your desktop, you will need to right-click (or control-click) on the
1Password Troubleshooting.htmlfile to bring up the contextual menu. - Select Compress "1Password Troubleshooting.html" from the contextual menu.
- Send us the resulting file named
1Password Troubleshooting.html.zip.
Thank you!
Trouble Generating a Diagnostics Report
If you are having trouble generating a Diagnostics Report, please see our “Trouble generating a Diagnostics Report” article which contains some other steps which should allow you to generate a report.