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1Password 3

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# 1Password Diagnostics Report Generation

Sometimes an AgileBits team member will need more information from you about a particular 1Password problem you have reported, and we will ask you for a Diagnostics Report. This report allows us to see a lot of information about your 1Password installation at once and can save many “back and forth” emails or forum responses with you.

To produce the report you run the 1Password application, use the Help > Troubleshooting > Diagnostics Report… menu option, and an updated Diagnostics Report is created for you. This report is stored as a file named ”1Password Troubleshooting.html” (without the quotes) in the folder path of Home > Library > Application Support > 1Password > Diagnostics. ”Home” is your own account’s main folder and in the Finder’s sidebar it is represented by an icon of a house with your account’s name beside it.

Here is what you see when you use the menu option (it can take about a minute to see the document icon appear):

From this window you can click directly on the icon for this document to open in Safari, click the Export button to save it someplace of your choice or you can click and drag the icon to directly store a copy anywhere you would like.

If you are using Apple’s Mail application to send us the Diagnostics Report, please use its Attach button at the top of the new message window to attach the report. This makes sure that we receive a copy of your report, and not just a local file link to it (that we cannot use). An attachment makes it much easier for us to review the information the report contains.

You are more than welcome to review the contents of your Diagnostics Report before you send it to us. Most of it looks like a bunch of meaningless strings and included logs. The Diagnostics Report is an AgileBits tool that we use for troubleshooting only, and does not always reflect exactly how your system may be setup so do not panic at what you may see. The contents of the report are subject to change and may even appear to be incorrect but we know what we are looking for to help resolve your specific situation.

Please do not include or attach your Diagnostics Report in a forum post or other publicly accessible location, as some of the information may give “bad guys” additional information about your OS X system they could attempt to exploit and gain your confidence with.

Because none of your saved 1Password data is included in it, you do not even have to unlock your 1Password data (or remember your master password) to generate this report.

## What do I do if nothing happens -- I cannot Export, drag or view the report, or the report seems to be an older one?

In some situations, however, the Diagnostics Report cannot be produced – preventing any of the usual operations which then means that we cannot get to see your report. This usually is due to:

- The 1Password application is damaged or incomplete in some way.
- OS X account permissions issues prevent the new report from being created.

So what can you do to get around these issues, get the report generated and on its way to us? Please try these steps in sequence until you have the report generated:

1. 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.

2. Reset some folder permissions. Please try running the 1Password application and selecting the Help > Troubleshooting > Reset Folder Permissions menu option. 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 and 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 1Password menu option.

3. Run the Diagnostics Report from within the Terminal application. If you cannot even launch the 1Password application for some reason, launch Apple’s Terminal application (found in /Applications/Utilities/) and paste this command into the resulting Terminal window and press the return key on your keyboard:

       ruby /Applications/1Password.app/Contents/Scripts/diagnostics.rb

   This should create a new copy of the Diagnostics Report file. If the timestamp shown in the Finder window is not current for the ”1Password Troubleshooting.html” report file, then a new report was not generated… otherwise attach this new report to an email message to us for our review.

   Any output seen in the Terminal window may help to determine additional problems with generating the diagnostics on your system. Please copy the entire output (easy way: Command-A, followed by Command-C) and paste it into a response for us to look at as well.

4. 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 an email message to us.

   As in the previous manual method, please also send us all output from the Terminal window.

## 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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