Hi @zabouti,

We constantly monitor the forums so it isn't like some places where you're talking to just other users. We make a point of ensuring we've visited every thread and responded, even if it's only to say that another post is spot on. If you wish we can switch to email but you are talking to members of the AgileBits team here.

I did try to check out records and I suspect Stephen_C might be correct with his assessment of 1Password 4/5. I found an upgrade from 1Password 3 to 1Password 5 but if you've previously upgraded to 1Password 4 in the past I haven't located it just yet. There's a number of reasons why that might be the case though so I'm certainly not going to say you haven't, merely I haven't located one as of yet. As Stephen_C says, moving from 1Password 3 to 1Password 4 was a paid upgrade while anybody with a valid licence for 1Password 4 can update to 1Password 5 for free. The gotcha in there was a bug in 1Password 4 where it was very quiet about letting the user know it was running in trial mode and wasn't actually licensed. That's our fault of course, we can hardly expect our users to know if we don't inform you.

We do seem to have a couple of issues here though as Stephen_C notes. 1Password 4 runs on Yosemite, in fact I specifically keep a copy for troubleshooting purposes and the .agilekeychain format hasn't changed since 1Password 3 for compatibility reasons so it should work - we even have customers still syncing 1Password 3 and 1Password 5.

As your vault is empty I would recommend following our How do I start over with an empty vault? guide to start with. This will reset 1Password so it believes it hasn't been run before. As a Agile Web Store (AWS) user you will want to follow the If you use the version of 1Password from the AgileBits Store section and this is just on the Yosemite machine. After that it should really find your .agilekeychain on startup. If it doesn't though then this guide should help initialise 1Password 5 using your .agilekeychain, Finding existing 1Password data during setup.

If this doesn't work it might be the .agilekeychain is damaged but don't worry, both 1Password 4 and 5 store their vault locally and the .agilekeychain is merely a sync container which can be safely removed and recreated if need be.

So if starting over still doesn't work please do let us know and we can guide you through creating a new .agilekeychain which should then work.

Hi @zabouti,

Thank you for your suggestion regarding the choice of words. If that's an area where a change could lead to a better understanding of what these forums represent i.e. active involvement by us the it's certainly something we'll consider. You're right, it's no fun if a forum is only other people doing their best to help each other if what is really needed is involvement from the company. I haven't been active as much recently but I do remember often seeing the same response in Apple's forums where the more veteran forum users would point out to somebody (who was clearly frustrated) that they weren't addressing Apple.

Now back to your situation.

This gets a bit more confusing. You see 1Password 4 & 5 share the same support file location, specifically ~/Library/Application Support/1Password 4/ for the Agile Web Store (AWS) version of 1Password for Mac. What this means is if you have been running 1Password 4 you should be able to simply delete it, and when you move the 1Password 5 application into your /Applications/ folder it should be a seamless transition because everything is already where it should be.

Now I know from my troubleshooting machine you don't want to jump backwards and forwards repeatedly as there is some small difference but if you're going from 1Password 4 to 1Password 5 then it really should be as simple as dragging the 1Password 4 application to your Trash, download 1Password 5 from our AgileBits Download page and launching 1Password 5 once you've moved it into your /Applications/ folder. If you're happy to try this I would certainly be interested to know how it goes.

If 1Password 4 is working then starting over will achieve nothing and you can ignore that suggestion. That would have been more applicable if we needed to remove an empty vault that was in the way. It's odd though, 1Password 5 should check the Dropbox path if you've installed it so I don't know why it has greyed it out as an option. I assume you were selecting the 1Password.agilekeychain and the button simply didn't enable - very odd.

Lastly, it might be worth emailing us with a list of your email addresses and sending that list to support+licenses@agilebits.com with a link to this thread. Ideally we want to merge all of your transactions together and if we can find a valid 1Password 4 licence, meaning your new purchase wasn't required, we will refund you. We're grateful for every person that deems 1Password useful enough to pay for it - we definitely don't expect you to pay twice for the same product (the bold is just to cover anybody else reading this thread, moving from 1Password 3 to 1Password 4/5 is still a paid upgrade as they're different versions).

Of course if you're still having trouble and you want to take this to email we can, but if you don't mind the forums we can help you here too.

Hi @zabouti,

These sorts of things need to be at your schedule and a moment when you have time to absorb and review so take your time. Our forums and our good selves aren't going anyway and this will thread will remain until you're satisfied that we've worked through everything :smile:

(I've seen threads on occasion where the replies were a month or two apart, sometimes life gets hectic :wink:)

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Hi @zabouti ,

I see that Laura is already helping you sort out this license issue via email - if you don't have an email from our team in your inbox, please let me know so that I can have it re-sent.

I do hope that syncing between all your devices is going smoothly, but you know where to find us if you have any questions! :)

That's great news, I'm really happy to hear things are all working correctly for you now! :) Thanks for following up to let us know how it all worked out.

That leaves me with only one thing to whine about: I still think you should change the title "Support Forum" to "Support" so that us old guys aren't so confused trying to get support .... ;-)

Thanks for the suggestion! I can certainly pass that along to others here, although at the risk of stating the obvious, this is in fact an internet forum where you can get support for 1Password, so I think the term "support forum" kind of makes perfect sense. ;) Also, we do have other forms of support, such as email and Twitter - and I've even seen some of us helping users in blog comments and other websites! So it would be confusing to use the word "Support" to refer only to our forum.

It sounds like other internet forums have left you with a bad impression, and that's unfortunate. I think forums can be an extremely useful means of support, and I sincerely hope we can help change what you think of when you see that word.

Since this particular issue is resolved, I'll close this thread, but if you have any further questions or concerns, please don't hesitate to open a new thread, or email us directly at support+forum@agilebits.com - we're here for you. :)

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