Purchased on app store wont let me set master password

Jared Erickson · September 2011

Just bought 1password on the Mac App Store. My co worker highly recommended it. unfortunately I can't go past the "set master password" screen... when i hit the "continue" button it does nothing.

photogRYphy · September 2011

I have the exact same problem. I've deleted/reinstalled, tried different passwords, etc. Nothing works.

DocC · September 2011

I have not quite the same problem. I upgraded from an older version and 1Password tells me that my master password is invalid. Older versions on other computers still work. (Data file in DropBox.)[/left]

UPDATE: Applied the [color=#000000]chmod [/color][color="#666600"]Terminal command and all is well.[/color]

samfeldman · September 2011

I have the same problem as the two others -- very disappointed that it doesn't work, but I'll wait a few days before rating it low on the App store because it might be something I'm doing. I'm guessing it's a bug, which would very disappointing after hearing so many good things.

Koichi MATSUMOTO · September 2011

Me, too. In addition, 1Password 3.9 also failed to migrate the agile keychain of the previous version (3.8.x).

1Password 3.9 only reported the following messages in the log file.

[code]

11/09/09 14:23:44.436 1Password: Failed to start 1Password Helper

11/09/09 14:23:44.436 1Password: [39001] Failed to start 1Password Helper

11/09/09 14:23:44.436 1Password: [39001] Connecting to 1Password Helper

11/09/09 14:23:44.436 [0x0-0x2f92f9].com.agilebits.onepassword-osx: Sep 9 14:23:44 mzch-iMac.local 1Password[92238] : [39001] Failed to start 1Password Helper

11/09/09 14:23:44.436 [0x0-0x2f92f9].com.agilebits.onepassword-osx: Sep 9 14:23:44 mzch-iMac.local 1Password[92238] : [39001] Connecting to 1Password Helper

11/09/09 14:23:44.437 1Password: Connection invalid

11/09/09 14:23:44.437 1Password: [39001] Connection invalid

11/09/09 14:23:44.437 [0x0-0x2f92f9].com.agilebits.onepassword-osx: Sep 9 14:23:44 mzch-iMac.local 1Password[92238] : [39001] Connection invalid

11/09/09 14:23:49.438 1Password: [39001] Refreshing Helper

11/09/09 14:24:59.146 1Password: Connection invalid

11/09/09 14:24:59.146 1Password: [39001] Connection invalid

11/09/09 14:24:59.146 [0x0-0x2f92f9].com.agilebits.onepassword-osx: Sep 9 14:24:59 mzch-iMac.local 1Password[92238] : [39001] Connection invalid

11/09/09 14:27:15.598 [0x0-0x2f92f9].com.agilebits.onepassword-osx: Sep 9 14:27:15 mzch-iMac.local 1Password[92238] : [39001] - -[AGBonjourMonitor stop]

11/09/09 14:27:15.729 1Password: Failed to stop 1Password Helper

11/09/09 14:27:15.729 1Password: [39001] Failed to stop 1Password Helper

11/09/09 14:27:15.730 [0x0-0x2f92f9].com.agilebits.onepassword-osx: Sep 9 14:27:15 mzch-iMac.local 1Password[92238] : [39001] Failed to stop 1Password Helper

[/code]

UPDATE: Fixed my problem by applying [url="http://forum.agilebits.com/index.php?/topic/8166-1password-bought-on-the-mas-is-not-starting-at-all/page__view__findpost__p__46449"]the terminal command here[/url].

macmarx · September 2011

I have the same problem. Loading v3.9 from MAS and working with keychain from v3.8.5 won't work. Downgrading to v3.8.5 works as supposed.

I hope that v3.9.1 or v4.0 wil fix that issue.

jansieman · September 2011

Same exact problem here. I am a first time user. The master password screen just won't let me past using the continue button.

jotaking · September 2011

I have the same problem, just hangs on master password set up??

1password support is terrible, 7 days for email response!!

Any fixes? Anyone....... Anyone.........

michael ward · September 2011

Same problem

- won't get past setting password on my desktop. I've tried multiple installs and deletions (including all the support files). It seems to have a pre-existing password on the main file. I've tried install from fresh, telling it I already have a dropbox file etc etc etc.

- macbook air works fine - didn't even ask me for the master password first time I ran it. (So maybe not so fine)

Very odd - disappointingly high bug level for Agilebits

Please fix this!!!

ovonquadt · September 2011

Same here.

Tried to migrate from old database first, 1Password simply stopped doing anything, but didn't crash either

Then I tried to create a new database, and I am stuck at the master password.

There seems to be more than one issue with that release...

Davas · September 2011

Same problem here.

Just bought 1Password on the Mac Appstore and got stuck at setting up a master-password.

denrae · September 2011

I have a similar problem. Clicked on the "I have already used 1Password" button, navigated to Dropbox but couldn't complete installation of 3.9 from App Store.

I have dragged 3.8.5 back out of the trash until this is sorted.

Console recorded as follows:

[size=3]Sep 9 20:40:04 Macintosh installd[2144]: Starting[/size]

[size=3]Sep 9 20:40:04 Macintosh installd[2144]: uid=0, euid=0[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password[2156]: [39001] Connecting to 1Password Helper[/size]

[size=3]Sep 9 20:40:43 Macintosh [0x0-0xc40c4].com.agilebits.onepassword-osx[2156]: Sep 9 20:40:43 Macintosh.local 1Password[2156] <Notice>: [39001] Connecting to 1Password Helper[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: Starting 1PasswordHelper 3.9.0 #39001 built Sep 2 2011 14:50:08[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: [39001] Starting 1PasswordHelper 3.9.0 #39001 built Sep 2 2011 14:50:08[/size]

[size=3]Sep 9 20:40:43 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:43 Macintosh.local 1Password Helper[2161] <Notice>: [39001] Starting 1PasswordHelper 3.9.0 #39001 built Sep 2 2011 14:50:08[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: [39001] Initializing AGHtmlDatabase object with path 'file://localhost/Users/denrae/Library/Containers/com.agilebits.onepassword-osx-helper/Data/Documents/1Password.agilekeychain/'.[/size]

[size=3]Sep 9 20:40:43 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:43 Macintosh.local 1Password Helper[2161] <Notice>: [39001] Initializing AGHtmlDatabase object with path 'file://localhost/Users/denrae/Library/Containers/com.agilebits.onepassword-osx-helper/Data/Documents/1Password.agilekeychain/'.[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: [39001] Loaded '/Applications/1Password.app/Contents/Library/LoginItems/1Password Helper.app/Contents/Resources/DomainRules.js'[/size]

[size=3]Sep 9 20:40:43 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:43 Macintosh.local 1Password Helper[2161] <Notice>: [39001] Loaded '/Applications/1Password.app/Contents/Library/LoginItems/1Password Helper.app/Contents/Resources/DomainRules.js'[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: [39001] [AES] Starting JSE server on port 6258[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: [39001] Starting XPC[/size]

[size=3]Sep 9 20:40:43 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:43 Macintosh.local 1Password Helper[2161] <Notice>: [39001] [AES] Starting JSE server on port 6258[/size]

[size=3]Sep 9 20:40:43 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:43 Macintosh.local 1Password Helper[2161] <Notice>: [39001] Starting XPC[/size]

[size=3]Sep 9 20:40:43 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:43 Macintosh.local 1Password Helper[2161] <Notice>: [39001] Client verified[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: [39001] Client verified[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: [39001] Dropbox folder: /Users/denrae/Dropbox[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: [39001] Dropbox pointer: '(null)'[/size]

[size=3]Sep 9 20:40:43 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:43 Macintosh.local 1Password Helper[2161] <Notice>: [39001] Dropbox folder: /Users/denrae/Dropbox[/size]

[size=3]Sep 9 20:40:43 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:43 Macintosh.local 1Password Helper[2161] <Notice>: [39001] Dropbox pointer: '(null)'[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: Failed to create database URL bookmark: Error Domain=NSCocoaErrorDomain Code=260 "The file couldn’t be opened because it doesn’t exist." UserInfo=0x7ff639c48a50 {}[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: [39001] Failed to create database URL bookmark: Error Domain=NSCocoaErrorDomain Code=260 "The file couldn’t be opened because it doesn’t exist." UserInfo=0x7ff639c48a50 {}[/size]

[size=3]Sep 9 20:40:43 Macintosh 1Password Helper[2161]: [39001] Dropbox folder: /Users/denrae/Dropbox[/size]

[size=3]Sep 9 20:40:43 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:43 Macintosh.local 1Password Helper[2161] <Error>: [39001] Failed to create database URL bookmark: Error Domain=NSCocoaErrorDomain Code=260 "The file couldn’t be opened because it doesn’t exist." UserInfo=0x7ff639c48a50 {}[/size]

[size=3]Sep 9 20:40:43 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:43 Macintosh.local 1Password Helper[2161] <Notice>: [39001] Dropbox folder: /Users/denrae/Dropbox[/size]

[size=3]Sep 9 20:40:48 Macintosh 1Password Helper[2161]: [39001] watchProfile[/size]

[size=3]Sep 9 20:40:48 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:40:48 Macintosh.local 1Password Helper[2161] <Notice>: [39001] watchProfile[/size]

[size=3]Sep 9 20:40:48 Macintosh [0x0-0xc40c4].com.agilebits.onepassword-osx[2156]: Sep 9 20:40:48 Macintosh.local 1Password[2156] <Notice>: [39001] Refreshing Helper[/size]

[size=3]Sep 9 20:40:48 Macintosh 1Password[2156]: [39001] Refreshing Helper[/size]

[size=3]Sep 9 20:41:18 Macintosh 1Password Helper[2161]: [39001] [ES] Client connected: chrome-extension://gkndfifopckmhdkohjeoljlbfnjhekfg[/size]

[size=3]Sep 9 20:41:18 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:41:18 Macintosh.local 1Password Helper[2161] <Notice>: [39001] [ES] Client connected: chrome-extension://gkndfifopckmhdkohjeoljlbfnjhekfg[/size]

[size=3]Sep 9 20:41:18 Macintosh 1Password Helper[2161]: [39001] [ES] Connected chrome-extension://gkndfifopckmhdkohjeoljlbfnjhekfg [0/0][/size]

[size=3]Sep 9 20:41:18 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:41:18 Macintosh.local 1Password Helper[2161] <Notice>: [39001] [ES] Connected chrome-extension://gkndfifopckmhdkohjeoljlbfnjhekfg [0/0][/size]

[size=3]Sep 9 20:41:18 Macintosh 1Password Helper[2161]: [39001] [ES] com.google.Chrome action: hello [0/1420][/size]

[size=3]Sep 9 20:41:18 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:41:18 Macintosh.local 1Password Helper[2161] <Notice>: [39001] [ES] com.google.Chrome action: hello [0/1420][/size]

[size=3]Sep 9 20:41:18 Macintosh 1Password Helper[2161]: [39001] [ES] com.google.Chrome action: syncRequest [1/1421][/size]

[size=3]Sep 9 20:41:18 Macintosh 1Password Helper[2161]: [39001] [ES] Database locked, ignoring sync request[/size]

[size=3]Sep 9 20:41:18 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:41:18 Macintosh.local 1Password Helper[2161] <Notice>: [39001] [ES] com.google.Chrome action: syncRequest [1/1421][/size]

[size=3]Sep 9 20:41:18 Macintosh com.agilebits.onepassword-osx-helper[2161]: Sep 9 20:41:18 Macintosh.local 1Password Helper[2161] <Notice>: [39001] [ES] Database locked, ignoring sync request[/size]

[size=3]Sep 9 20:41:22 Macintosh helpd[2129]: Failed reading an alias at About-BG.tiff -- file://localhost/Applications/Awaken.app/Contents/Resources/: Error Domain=NSCocoaErrorDomain Code=256 "The file couldn’t be opened." UserInfo=0x7f8f4996de00 {}[/size]

niklasf11 · September 2011

URGENT! A similar error occurred when I upgraded 1Password to the Mac App Store version a moment ago. Can't go past the "Set master password" screen... When i hit the "I have already used 1Password"-button I can select my old password file, and then the software works so that I can login to websites using the browser plugins. But I cannot access the 1Password main window, which means that I can't do any additions or changes to the password list. A serious flaw in an otherwise excellent software. Please fix this problem soon!!

niklasf11 · September 2011

...and if I push the "I am a new user" and come to the Master Password screen, I also cannot get past it. The software just seems to do nothing when I click Continue. Please fix soon! Thanks.

rkoopmann · September 2011

exact same issue.

disappointed.

UPDATE:

terminal command from MikeT fixed things.

DuncanT · September 2011

Same problem.

tribal61 · September 2011

Same problem here just bought it from the App Store and can't proceed setting the master pwd, clicking on the continue button sorts no effect...

MikeT · September 2011

Hi guys,

I'm sorry that we didn't respond here sooner. Please try the "1Password Cannot Find My Existing Data" fix described in [url="http://forum.agilebits.com/index.php?/topic/8068-official-answers-1password-and-the-mac-app-store/"]this FAQ thread[/url].

This terminal command should fix the issue:

[code] chmod -RN /var/db/launchd.db/com.apple.launchd.peruser.$UID/overrides.plist [/code]

photogRYphy · September 2011

MikeT, that's a bad link.

artysta · September 2011

Same here, can't get past new user password.

The link from the admin above is a dead link.

What did I just buy?

rattlehead · September 2011

I searched the forums, I think this is the link info. The fix worked for me!

[u][b][size=5]1[/size][/b][/u][u][b][size=5] Password cannot Find My existing Data[/size][/b][/u]

Sometimes the 1Password Helper will not be able to start because of a configuration issue. If this happens, when 1Password launches, you will be asked to create a new database and will be unable to see your existing data. When this problem happens, the following errors will be shown in the Console:1Password: [39001] Failed to start 1Password Helper1Password: [39001] Connecting to 1Password Helper

This problem is caused by extended attributes defined on the file below, and you can verify it in Terminal by running the command:l

s -FaBl@WeHd /var/db/launchd.db/com.apple.launchd.peruser.501/overrides.plist-rw-------@ 1 markf wheel 376 Mar 10 2011 /var/db/launchd.db/com.apple.launchd.peruser.501/overrides.plistcom.apple.metadata:_kTimeMachineNewestSnapshot 50com.apple.metadata:_kTimeMachineOldestSnapshot 500: group:everyone deny write,delete,append,writeattr,writeextattr,chown

If you see extended attributes on the file as shown above, you can run this command found on the [url="https://discussions.apple.com/thread/1708007?start=0&tstart=0"]Apple Discussion Forums[/url]:

[code] chmod -RN /var/db/launchd.db/com.apple.launchd.peruser.$UID/overrides.plist [/code]

Please note that the ".501" extension is your user id; if you have multiple users your id may be different. You can Find your user id by running this command:echo $UID

tribal61 · September 2011

The command didn't help at all, I'm a new user and no existing data, waiting for an update, just can't use what I've paid for...That should've been tested before making software available for downloading...

roustem · September 2011

Please note that this is a problem with file permissions. It is not a problem with 1Password. We requested support from Apple and hopefully it will be fixed for everyone at once at some point.

For now, please run this command in Terminal to fix this problem:

[code] chmod -RN /var/db/launchd.db/com.apple.launchd.peruser.$UID/overrides.plist [/code]

artysta · September 2011

[quote name='roustem' timestamp='1315592884' post='46664']

Please note that this is a problem with file permissions. It is not a problem with 1Password. We requested support from Apple and hopefully it will be fixed for everyone at once at some point.

For now, please run this command in Terminal to fix this problem:

[code] chmod -RN /var/db/launchd.db/com.apple.launchd.peruser.$UID/overrides.plist [/code]

[/quote]

This does nothing for me. I'm a new user.

After running the terminal command above, nothing changes.

I shouldn't have to run terminal commands on purchased software even if it would of worked.

How do I get my money back?

Slip · September 2011

Just purchased on the MAS. Same problem as the users above, it is not possible to setup as a new user. When I create a master password as requested clicking on the "continue" button does nothing. There is no data to migrate or file permissions to set, this is a clean install by a new user who hasn't used previous versions. Guys you need to get you [censored] together before launching a product on the App Store that doesn't work. I'll give it a couple of days for a fix to come out, if not I'll get onto the App Store for a refund and also start with the negative reviews on the app store to discourage others from wasting their money on this app.

Ben · September 2011

Hi Slip,

Please try Roustem's advice above: [url="http://forum.agilebits.com/index.php?/topic/8140-purchased-on-app-store-wont-let-me-set-master-password/page__view__findpost__p__46664"]#23[/url]

artysta,

Please try restarting your Mac and see if that helps the issue. Applications (including 1Password) that are sold through the Mac App Store are actually sold directly by Apple, not by us. Apple's official policy (which can be found here: http://support.apple.com/kb/HT4461) is:

If you experience a technical issue with an app, first contact the developer of the app for assistance. Their support contact information can be found on the app's page in the Mac App Store. If that does not resolve the issue, contact Mac App Store Customer Support.

Mac App Store Customer Support can be found here:

http://www.apple.com/support/mac/app-store/

We're here and happy to help resolve your issue. I'm sorry that you are having trouble especially considering this is newly purchased software, but this actually appears to be a bug on Apple's end, not ours.

DuncanT · September 2011

Worked for me - Thanks

Ed Knowles · September 2011

Seems I have the same problem as everyone else. can't get past

the new user password. Pressing continue does nothing.

It was a upgrade form 3.8.5 - it couldn't find my password file,

I couldn't find my password file. Used 3.8.5 to export the

password file. Deleted 3.9 - redownloaded and same problem

tried the terminal command - nothing changes and I am not familiar

with the terminal so I will do no more with it.

Please provide a fix -

Console has no entry for 1password helper.

artysta · September 2011

[quote name='bwoodruff' timestamp='1315614350' post='46880']

Hi Slip,

Please try Roustem's advice above: [url="http://forum.agilebits.com/index.php?/topic/8140-purchased-on-app-store-wont-let-me-set-master-password/page__view__findpost__p__46664"]#23[/url]

artysta,

Please try restarting your Mac and see if that helps the issue. Applications (including 1Password) that are sold through the Mac App Store are actually sold directly by Apple, not by us. Apple's official policy (which can be found here: [url="http://support.apple.com/kb/HT4461"]http://support.apple.com/kb/HT4461[/url]) is:

If you experience a technical issue with an app, first contact the developer of the app for assistance. Their support contact information can be found on the app's page in the Mac App Store. If that does not resolve the issue, contact Mac App Store Customer Support.

Mac App Store Customer Support can be found here:

[url="http://www.apple.com/support/mac/app-store/"]http://www.apple.com.../mac/app-store/[/url]

We're here and happy to help resolve your issue. I'm sorry that you are having trouble especially considering this is newly purchased software, but this actually appears to be a bug on Apple's end, not ours.

[/quote]

I've been an Apple developer for 20 years, I don't expect Apple to address a 3rd party software issue.

I have access to all the developer tools, OS versions, etc to do all my testing.

This was released software that I can't even use from minute 1.

I went to the support page from the App Store link, it lead me to here where I found many people with the same issue.

I didn't know to come here, this link was on the support page.

I bought the software, followed the link to here, and you're telling me it's all Apple's fault?

Sorry this software is broken.

I ask for help again, all I can find is a physical address in Canada, do I have to write to ask for my money back?

I have sent an email to the app store asking for my money back, maybe they can help me.

I'm sorry, but the 2 responses that I got were, It's Apples Fault, try running the terminal script of your computer, maybe that will fix it.

and

well its Apple's fault, go complain to them.

I can understand having software break after an Apple release with existing install, but this isn't that case.

Nice.

artysta · September 2011

Well as I expected, Apple will be no help, they send everything back to the 3rd party.

I did find this on the App Comments while on the App Store.

I quote"

"I tried emailing Agile Web Solutions to ask for help, but they've turned off their support email, due to high traffic. Their sight informed me that I was supposed to find the solution to my problem myself, by perusing the forums.,,,"

There's more but I guess I know where 's this is going.

Maybe this will get fixed soon. Maybe I'll get to use the software I purchased. I doubt I will get my money back.

I don't seem to be alone in this issue.

I guess I just got burned and I'm not sure what I can do now.

Support on this product seems to be missing or pushing the blame onto us to figure out how to get Apple to get it to work.

I will continue to pursuer Apple for some sort of refund. I'm not expecting any other support after reading some of the other posts here or on the App Store Comments.

I guess you have some luck if you are upgrading, but new customers are just getting screwed.

tribal61 · September 2011

[quote name='roustem' timestamp='1315592884' post='46664']

Please note that this is a problem with file permissions. It is not a problem with 1Password. We requested support from Apple and hopefully it will be fixed for everyone at once at some point.

For now, please run this command in Terminal to fix this problem:

[code] chmod -RN /var/db/launchd.db/com.apple.launchd.peruser.$UID/overrides.plist [/code]

[/quote]

Worked for me too.

Thank You.