1Password 3.7 deleted all my passwords

miwine

Would appreciate help as 3.7 has eaten my passwords. In fact, everything is missing. Also in safari, the ability to scroll to select various passwords does not function.



Finally, it's really unacceptable to cut off email support because you have too many people needing help. The solution is to hire someone to deal with the backlog, and to fix the app so people don't need to seek help. For folks like myself, who have relied on this app and now find ourselves in the lurch, being told to throw our problem into the ether and hope someone picks it up is a genuinely poor response.

Ben

[quote name='miwine' timestamp='1312266779' post='35914']

Would appreciate help as 3.7 has eaten my passwords. In fact, everything is missing. Also in safari, the ability to scroll to select various passwords does not function.



Finally, it's really unacceptable to cut off email support because you have too many people needing help. The solution is to hire someone to deal with the backlog, and to fix the app so people don't need to seek help. For folks like myself, who have relied on this app and now find ourselves in the lurch, being told to throw our problem into the ether and hope someone picks it up is a genuinely poor response.

[/quote]



Hi miwine,



Welcome to the forums. Sorry to hear about your issues with 1Password.



Is 1Password still installed? If not, you can download it from http://agilebits.com/downloads



You can restore your 1Password data is automatically backed up on a regular basis. You can restore one of these backups by launching the main 1Password application and selecting File > Restore Data File From Backup.



I wish it were as easy as simply hiring more people. <img src='http://forum.agile.ws/public/style_emoticons/<#EMO_DIR#>/smile.gif' class='bbc_emoticon' alt=':)' /> We're a very small team and only have limited resources. Using a form of communication such as the forums where folks can search to see if they have the same question as someone else that has already been answered is an unfortunate necessity at this point. We would love to continue to write a personalized response to everyone, but with nearly 2000 customers waiting for a response we just can't keep up. Our developers are working 12+ hour days in order to improve 1Password and it's extensions, and our customer support folks are working similar hours to try and answer as many questions as we can.



Thanks.

Ben

1Bruceward

I had the same problem, just noticed last night. On top of that, I had both a 1Password and Snow Leopard to Lion upgrade in the mix, so I didn't know exactly when my passwords all disappeared.



Just now I pulled up 1Password to try Ben's suggestion and my data has all returned by itself. Weird. More to the point, disconcerting; I feel a little less confident in 1Password now. Time to find the password store, save it to a USB drive and drop it in the old safety deposit box. That was always a good idea of course, so maybe this experience will be a net benefit. I mean, what was I going to do if someone stole my Mac [i]and[/i] my Time Capsule?



As for miwine's comment that forum support is a poor substitute for email support, I'd have to disagree. Forum support acts like an always up-to-date, live FAQ. So long as there's some sort of staff presence, forum support is better for users and vendors. I only wish Agile would suggest browsing the forum when you hit up their support pages instead of just saying, "email us, we love to hear from you!" Because Agile's email support? Not very snappy at the moment, I have to say. From the perspective of amped up "where the hell are my passwords?!?" users like myself.

[Deleted User]

[quote name='1Bruceward' timestamp='1312304149' post='36050']

I had the same problem, just noticed last night. On top of that, I had both a 1Password and Snow Leopard to Lion upgrade in the mix, so I didn't know exactly when my passwords all disappeared.[/quote]



I wonder if the issue you saw is something that we've had a few reports of, whereby 1Password would open and unlock as normal, so would appear to be seeing your data file, but when you actually got into 1Password the data would not be available.



If that's the case, it looks to be an issue with the cache we use to help speed up 1Password's performance, we're investigating why this is happening for a small number of users, but the common solution to prevent further issues seems to be a one-time action of going to Help > Troubleshooting > Clear Cache from within 1Password.



[quote]More to the point, disconcerting; I feel a little less confident in 1Password now. Time to find the password store, save it to a USB drive and drop it in the old safety deposit box. That was always a good idea of course, so maybe this experience will be a net benefit. I mean, what was I going to do if someone stole my Mac [i]and[/i] my Time Capsule?[/quote]



I can certainly understand that, I've had similar panics myself with other applications that lost data, often requiring a lot of effort to restore it. That's one of the reasons we put automatic backups in place, just in case something happened to your main data file.



Backing up your 1Password.agilekeychain file to a USB drive or something similar and storing in your safety deposit box is a great idea, I do something similar myself - I store a copy of the data file on a USB drive that I keep at my grandparents house, 60 miles away from here, I just make a new copy onto the drive every time I visit.



By default, the data file is located in the following location:



[code]~/Library/Application Support/1Password[/code]



In Lion, your best option to get there is to use Command + Shift + G from a Finder window to enter that path and locate your 1Password.agilekeychain file and then make a copy of this.



[quote]As for miwine's comment that forum support is a poor substitute for email support, I'd have to disagree. Forum support acts like an always up-to-date, live FAQ. So long as there's some sort of staff presence, forum support is better for users and vendors. I only wish Agile would suggest browsing the forum when you hit up their support pages instead of just saying, "email us, we love to hear from you!" Because Agile's email support? Not very snappy at the moment, I have to say. From the perspective of amped up "where the hell are my passwords?!?" users like myself.[/quote]



Your right, our e-mail support is not great right now, we're not going to lie about that, and in response to miwine's comment about hiring more staff, we actually have every member of our team helping out where they can, hiring more staff just won't help giving the number of e-mails we're getting.



The forums provide a great solution for us because in general a question will have been asked at least once before, so a quick search before posting will often help you find either an answer, a workaround or find where you can add your '+1' for a request to tell us you're having the same problems.



As for integration with the support pages, I'm not sure how easy that would be to implement, but I will mention it to the team to see what we can do.



Thanks,

1Bruceward

[quote name='stu' timestamp='1312306011' post='36065']

As for integration with the support pages, I'm not sure how easy that would be to implement, but I will mention it to the team to see what we can do.



Thanks,

[/quote]

Actually, I think you've [url=http://agilebits.com/contact_us]already got what I was asking for[/url]. I'm hoping that page has been edited since last night, because if I missed both of your callouts to the forum on that page I was in more of a blind panic than I thought. Or maybe I came in through another page or something, I have no idea now.



Anyway I'll clear my cache and see how things go, but not until I've got my data safely stowed away.



Thanks,

- Bruce

MartyS

[quote name='1Bruceward' timestamp='1312307344' post='36079']

Actually, I think you've [url=http://agilebits.com/contact_us]already got what I was asking for[/url]. I'm hoping that page has been edited since last night, because if I missed both of your callouts to the forum on that page I was in more of a blind panic than I thought. Or maybe I came in through another page or something, I have no idea now.



Anyway I'll clear my cache and see how things go, but not until I've got my data safely stowed away.



Thanks,

- Bruce

[/quote]



We're trying to keep everyone up-to-date as we possibly can, so we did change our "Contact Us" page to put emphasis on coming to the forums first (since many of the concerns are in common with a large number of customers during this rapid development). So you eyes probably weren't deceiving you earlier.



Please let us know if clearing the cache helps you.