When experiencing problems this page can help you diagnose the cause. Common configuration issues detected on your system will be highlighted below, along with troubleshooting tips to resolve them.
If the support team requests this report, you send it to them by saving this page (select File > Save As) and then attaching the saved file to your email response.
Configuration Issues Detected
The following configuration issues were detected.
Problem Syncing with 1Password
OS X 10.5 (Leopard) Is Not Supported
This 1Password extension does not support OS X 10.5 (Leopard). Please remove this extension and then install the Leopard compatible extension from the 1Password > Preferences > Browsers window. Be sure you are using 1Password 3.5, available from the legacy versions page.
1Password Application Update Needed
The main 1Password Application is not up-to-date; version is now available. You can review the release notes for details.
Using the latest version of 1Password is important as we are constantly improving and fixing issues. Please open the 1Password application and select the 1Password > Check For Updates menu:
Once the update is installed, restart Safari.
1Password Extension Update Needed
The 1Password Extension is not up-to-date; version is now available. You can review the release notes for details.
Having the latest version of the extension is critical for avoiding many issues. Please upgrade directly within Safari by selecting the Safari > Preferences menu and clicking the Extensions tab. Once loaded, click Updates in the bottom left corner, then click the Install button beside the 1Password extension, as shown here:
Once the update is installed, restart Safari.
1Password Helper is Not Connected
The extension is unable to communicate with the 1Password Helper. This breaks many features, including Universal Unlock, Keyboard Shortcuts, Autosubmit, and synchronization of data with the main 1Password application. To solve this issue, please follow these steps in order:
Ensure that you have the latest version of 1Password by opening the 1Password application and selecting the 1Password > Check For Updates menu as shown below.
If this menu is not present, you likely purchased 1Password from the Mac App Store, which uses its own update process. Launch the App Store, click on the Updates section, and install the update if available. After verifying you have the latest version, continue to the next step.
Restart Safari.
If a normal restart of Safari did not solve the issue, try using the Quit and Discard Windows command (Lion only). This command will quit Safari, close all your open windows, and reset the extension cache files. This will discard all your open windows, so be sure to save all your data and bookmark any pages you need. You can perform Quit and Discard Windows by holding the Option key while selecting the Safari > Quit menu or by using the CMD-Option-Q keyboard shortcut.
If you've gotten this far, it is possible the 1Password Helper did not properly update itself. To fix this, open the main 1Password application, and select the Help > Troubleshooting > Restart Helper menu. Wait 10 seconds, and then restart Safari again.
If you are using Fast User Switching, it is important that the latest version of 1Password is installed on each account. Switch to each account, and check for 1Password updates. After they are all updated, switch back to this account, and restart Safari.
If you are using a proxy to connect to the internet, it is possible that the proxy is preventing the connection. To solve this, open System Preferences from the main menu (under the folder), and click the Network icon. Then click the Advanced button, go to the Proxies tab, and add 127.0.0.1 to the Bypass proxy settings for these Hosts & Domains list, as shown here. If you are using a Firefox proxy extension, you will need to configure it accordingly, as well.
If you are using Chrome, you need to be using the Default profile, located in ~/Library/Application Support/Google/Chrome/Default.
If you are using Firefox, you need to be using the default profile folder, located at ~/Library/Application Support/Firefox/Profiles.
If the 1Password Helper is still not connecting, it is possible the process is not even running. This is most often caused by incorrect folder permissions. To fix this, download the 1Password Troubleshooting application, and launch it. Click on the Permissions tab, and then click the Repair Permissions button, as shown here. Restart 1Password afterwards, and then restart Safari.
If you're still having issues, then it's time to generate a Diagnostics Report. Using the 1Password Troubleshooting application mentioned in the previous step, go to the Diagnostics Report tab, and click Create Report, as shown here. Once the report is created, an icon will appear; double-click it to open the report in Safari, and review any configuration issues listed there. If no known issues and/or resolutions are listed (they're shown near the top of the report), send the report to support@agilebits.com along with a description of the problem so we can help.