Trouble Generating a Diagnostics Report
If you have not already tried generating a Diagnostics Report using the standard method, please see the main “Create a Diagnostics Report to help AgileBits help you” article and try following the steps there first.
In some situations, a Diagnostics Report cannot be produced using the standard method. This typically occurs when…
- The 1Password application is damaged or incomplete in some way.
- OS X account permissions issues are preventing the report from being created.
If you are having trouble generating a Diagnostics Report, please try these steps in sequence until you have the report generated:
Download a replacement copy of 1Password from our downloads page. Be sure to select the matching download for the version of 1Password you are currently running, noting that not all versions can be used on all operating systems.
Be sure to quit 1Password and all your browsers. Drag the newly downloaded version of 1Password to the same location as the previous one -- replacing it.
Your information is stored in a data file separate from the application, so you can safely replace your local copy of the 1Password application without jeopardizing your data.
Now try generating the Diagnostics Report again using the 1Password application's menu option.
Reset Folder Permissions. Select Help > Troubleshooting > Reset Folder Permissions from the menu bar in 1Password. You will be prompted for your OS X admin password and then 1Password will attempt to fix the permissions of several folders. Once completed, your folder permissions should be correct for 1Password's needs. When you restart 1Password the original issues you were experiencing may already be corrected, so please check! If not, try generating the Diagnostics Report again using the standard method.
Download and run a network copy of the Diagnostics Report tool. Using your browser, please download a small standalone tool from our site to run a network copy of the Diagnostics Report procedure.
After the download is complete, use the Finder (or Spotlight) to locate 1Password_diagnostics in your browser's download folder. If the located file name ends with ".zip", the browser has not already expanded the downloaded archive so please double-click it to force it to be expanded.
The expanded download result you are looking for will be a Unix Executable File (as reported in the Finder's "Kind" column when in list view) named 1Password_diagnostics. Double-clicking that file will cause a Terminal window to appear, automatically downloading the latest (possibly unreleased) copy of the 1Password Diagnostics Report tool and will run it for you.
Hopefully it will show you instructions at the end on how to save the resulting Diagnostics Report from your web browser so that it can be attached to your message to us.
Any output seen in the Terminal window may help to determine additional problems with permissions on your system that could impact 1Password. Please copy the entire output (easy way: Command-A, followed by Command-C) and paste it into a response for us to look at.
Still not able to generate the Diagnostics Report?
If you have gotten to this point, it is really important for you to send us all the output and describe any results from each of the steps above, and include any errors that you may have seen while trying them. We will take the information and usually can quickly see why in your environment that the report cannot be written. Also tell us the version of OS X you are running, and what version of 1Password you are using — both things that the report would normally include.
If you have another OS X account on this system, sometimes you can successfully generate the report from that account. While it will not include what we need to know about issues happening in your normal account preventing you from generating the report, or details about your original issue, it does serve as a secondary test for the main 1Password application's installation and shows us many things about your system that may be of assistance.
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