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kimchitim's avatar
kimchitim
New Contributor
5 months ago

1P windows desktop app doesn't work

I got two new computers ASUS NUC15 Pro+ and Lenovo X1 Carbon Gen13 to both running Windows 11 Pro 64bit 24H2 build 26100.4770.  These replaced my NUC8 and X1 Carbon Gen6 both running Windows 11 Home 64bit 24H2 build 26100.4652.  I have updated everything on the new computers and have the exact same programs/apps as the ones I replaced and installed latest 1P v8.11.0.29.  Latest 1P desktop worked perfectly on the old ones but do not on the new ones.  Both new computers exhibit the exact same problem with 1P 8 desktop app regardless of downloading from 1P directly or through Microsoft App Store.

Problem: first install of 1P succeeds and works normally.  I reboot, no problems.  I reboot exactly three more times (total 4th time), 1P does not open.  1P does not show up as background or service running nor in app history in Task Manager (TM).  I try to run as Admin and try to run as a new service in TM and it still does not open and it still does not show as a running service.  I sometimes get a quick flash in TM that it is running as background app but then it immediately disappears. 1P does show up under TM Startup Apps with three sub instances, but nothing actually running and no App History.  I cannot generate a 1P diagnostic report since 1P won't open.  I do see Application Error in Event Viewer

Faulting application name: 1Password.exe, version: 8.11.0.29, time stamp: 0x683f7453
Faulting module name: ntdll.dll, version: 10.0.26100.4652, time stamp: 0x6c6bd922
Exception code: 0xc0000374
Fault offset: 0x000000000011dc15
Faulting process id: 0x8A0
Faulting application start time: 0x1DBFB45207342D7
Faulting application path: C:\Users\Username\AppData\Local\1Password\app\8\1Password.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 78cf35dc-30e4-490d-be1e-2ee13d82fbe5
Faulting package full name: 
Faulting package-relative application ID:

I have followed the instructions: 1. Uninstall 1P, delete %localappdata% 1P folder (after uninstalling,1P folder is removed in Local but sometimes remains in Roaming, which I delete); 2. reinstall 1P from 1password.com/downloads/windows and disable hardware acceleration; 3. turn off desktop app integration in all three browsers (chrome, edge, and firefox).  4. Sign out browser ext Accounts & vaults.  5. restart the computer.  After the restart (1st reboot), it works fine.  after exactly three more reboots (4total), 1P fails to open.

After the first install and failure, I am unable to uninstall 1P right clicking the app, through installed apps, or through Control Panel > Programs & Features > Uninstall.  I have to use a third-party uinstaller to remove 1P.  I then remove any registry entries, any 1P folders, etc, then reinstall.  Again the same 4th reboot problem and inability to uninstall without third-party uninstaller.  I've reinstalled in Safe mode with the same results.  I've disabled Windows Security entirely (av, firewall, app & browser control, device security, account protection, and I do not have any third-party av or security software), reinstalled in safe mode, etc and still the same 4th boot problem with inability to uninstall again without third-party uninstaller.

 

2 Replies

  • kimchitim's avatar
    kimchitim
    New Contributor

    Problem was a conflict between 1P and Astrill VPN.  Instead of having to uninstall Astrill VPN and not be able to use it, uninstalling Astrill LSP (CTRL Hamburger > Help > Uninstall LSP > logout > reboot) solved the problem on my two Windows 11 Pro computers, although I don't know why I didn't have the problem on my two Windows 11 Home computers.

    • 1P_Blake's avatar
      1P_Blake
      Icon for Community Manager rankCommunity Manager

      This is definitely one of the stranger interactions I’ve seen with 1Password for Windows. 😅

      Just based on your original description, I would’ve guessed it was something like A/V interference or maybe a corrupt installation. But a conflict with a VPN that prevented 1Password from even opening? That’s a totally new one for me

      If this is something you’re able to reliably reproduce, I’d love it if you could shoot us an email over at support+community@1password.com so we can grab some diagnostics. Even if the workaround works, getting a look at what’s going on under the hood could help the team figure out if this is something we need to dig into.

      Thanks again for documenting everything so thoroughly. Super helpful.