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Does not work in any browser

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bobliebman

17 Oct, 2011 04:40 AM

After installing 1Password 3.9 from Mac AppStore, I created Master Password, then installed extensions for Chrome, Firefox and Safari. Both Chrome and Safari would unlock using Master Password, but Firefox would not. I then created a new master password, not none of the browser extensions will unlock. They each go through a lengthy "initializing" message, then yield an "incorrect password" red alert. What the heck is going on? My new master password unlocks 1Password app on my computer, but will not work now in any of my browsers. I have tried re-installing extensions in each browser, re-starting the computer, clearing all history/cache, etc.--still none of the browser extensions work. I am starting to really regret purchasing this app and may ask for my money back. So far, pretty frustrated. Can't even get to establishing logins for visited websites. And, I really resent that you don't have a tech support email address for contacting you. Instead, owners of the software have to register with the site and go through this dippy posting on a forum. I would like some customer service instead of lazy forums.

1. 2 Posted by Stu Helm on 18 Oct, 2011 11:58 AM

   

   Bob,

   I'm really sorry you're frustrated, we do have a support e-mail address but this system, Tender, is far more than just a form, it allows us to track discussions, you can even make them private so they're just like e-mail and you can reply via e-mail too. We receive hundreds of support requests a day and we're still a fairly small company so we have to find the best way to handle our communications.

   The issue you're describing is something we've been working to fix, the way our browser extensions work mean we sync their data back and forth to the main data file using a background 1Password Helper process.

   Can you try doing the following to see if it gets things up and running, there are instructions for each browser as follows:

   Safari

   • Open Safari and go to Safari > Preferences > Extensions
   • Remove 1Password from the list of extensions using the Uninstall button
   • Quit Safari with Command ⌘ + Option ⌥ + Q
   • Launch Safari again
   • Install the latest extension from this link

   Chrome

   • Open Chrome and go to Window > Extensions
   • Select 1Password and click Remove
   • Quit Chrome with Command ⌘ + Option ⌥ + Q
   • Restart Chrome
   • Install the latest extension from this link

   Firefox

   • Quit Firefox
   • Open a Finder window and go to Go > Go to Folder
   • Enter ~/Library/Application Support/Firefox/Profiles.
   • Drag the OnePassword.sqlite file to your Desktop
   • Open Firefox and you should be able to unlock 1Password with the new master password
   • If that works, you can delete the OnePassword.sqlite file from your Desktop

   That should get you up and running, please let me know how things turn out.

   ---

   Stu Helm
   Agile Crusader
   AgileBits

   http://support.agilebits.com
   http://twitter.com/1Password

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2. System closed this discussion on 07 Jun, 2012 07:36 PM.

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