Forum Discussion

zeror's avatar
zeror
New Contributor
9 months ago

Unable to launch nor uninstall 1Password

I just installed 1Password from the Windows app store on a fresh install of Windows 11 24H2. It worked for a while, but after about a day, I find myself unable to either launch the app nor uninstall it from the Settings app.

  1. If I click uninstall, nothing happens at all.

  2. Same goes if I double click the app, nothing happens. I notice in Task Manager that 3 processes for 1Password.exe quickly launches and then disappears.

  3. I downloaded a new installer from the website, and when I try to run it, a progress bar appears and then quickly disappears.

  4. I already tried deleting the 1P folder in Local App Data

  5. The browser extensions still work fine.

Any thoughts? I really don't want to have to reinstall Win 11 just to get one app working. Thanks


1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Browser: Not Provided

4 Replies

  • GreyM1P's avatar
    GreyM1P
    Icon for 1Password Team rank1Password Team

    zeror – Looks like we've replied to you in that email, so I'll close this thread and we can continue the conversation with you there. :)

  • zeror's avatar
    zeror
    New Contributor

    I emailed them, and got this: BGC-69339-984.

    Hope to hear from your team

  • GreyM1P's avatar
    GreyM1P
    Icon for 1Password Team rank1Password Team

    Hi there zeror

    It sounds like it'll be better to get help from us at 1Password directly in this case. Send us an email at support+forum@1password.com and you'll receive an auto-reply from šŸ¤– BitBot. It will contain a conversation number, which looks like [#ABC-12345-123] ā€“ post that here and I'll be able to make sure your message goes to the right team. I look forward to hearing from you. :)

    — Grey

  • zeror's avatar
    zeror
    New Contributor

    Anyone?.... it's very annoying. I'd really rather not have to reformat & start over

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I logged onto my computer this morning and the 1password autoupdater started installing 7.9.1 on my computer.
\nIt failed badly. It removed the old 1password app and the new one failed. The extensions on my browsers stopped working since there was no app. I had to restore 1password from backup to get it to work again.

\n\n

MacOS Big Sir 11.6.1 MacBook Pro Retina 13-inch, early 2015

\n\n
\n\n

1Password Version: 7.9.0
\nExtension Version: the latest for safari
\nOS Version: 11.6.1

","body@stringLength":"541","rawBody":"

I logged onto my computer this morning and the 1password autoupdater started installing 7.9.1 on my computer.
\nIt failed badly. It removed the old 1password app and the new one failed. The extensions on my browsers stopped working since there was no app. I had to restore 1password from backup to get it to work again.

\n\n

MacOS Big Sir 11.6.1 MacBook Pro Retina 13-inch, early 2015

\n\n
\n\n

1Password Version: 7.9.0
\nExtension Version: the latest for safari
\nOS Version: 11.6.1

\n","kudosSumWeight":0,"postTime":"2021-11-08T09:39:53.000-08:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuNHwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:macos","text":"macos","time":"2025-01-27T11:38:42.471-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:63147_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":129},"read":false,"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"searchSnippet":"I logged onto my computer this morning and the 1password autoupdater started installing 7.9.1 on my computer. \nIt failed badly. It removed the old 1password app and the new one failed. The e...","replies":{"__typename":"MessageConnection","edges":[{"__typename":"MessageEdge","cursor":"MjUuNHwyLjF8aXwxMHwzOTowfGludCw2MzE1Nyw2MzE1Nw","node":{"__ref":"ForumReplyMessage:message:63157"}},{"__typename":"MessageEdge","cursor":"MjUuNHwyLjF8aXwxMHwzOTowfGludCw2MzE1Nyw2MzE1Ng","node":{"__ref":"ForumReplyMessage:message:63156"}},{"__typename":"MessageEdge","cursor":"MjUuNHwyLjF8aXwxMHwzOTowfGludCw2MzE1Nyw2MzE1NQ","node":{"__ref":"ForumReplyMessage:message:63155"}},{"__typename":"MessageEdge","cursor":"MjUuNHwyLjF8aXwxMHwzOTowfGludCw2MzE1Nyw2MzE1NA","node":{"__ref":"ForumReplyMessage:message:63154"}},{"__typename":"MessageEdge","cursor":"MjUuNHwyLjF8aXwxMHwzOTowfGludCw2MzE1Nyw2MzE1Mw","node":{"__ref":"ForumReplyMessage:message:63153"}},{"__typename":"MessageEdge","cursor":"MjUuNHwyLjF8aXwxMHwzOTowfGludCw2MzE1Nyw2MzE1Mg","node":{"__ref":"ForumReplyMessage:message:63152"}},{"__typename":"MessageEdge","cursor":"MjUuNHwyLjF8aXwxMHwzOTowfGludCw2MzE1Nyw2MzE1MQ","node":{"__ref":"ForumReplyMessage:message:63151"}},{"__typename":"MessageEdge","cursor":"MjUuNHwyLjF8aXwxMHwzOTowfGludCw2MzE1Nyw2MzE1MA","node":{"__ref":"ForumReplyMessage:message:63150"}},{"__typename":"MessageEdge","cursor":"MjUuNHwyLjF8aXwxMHwzOTowfGludCw2MzE1Nyw2MzE0OQ","node":{"__ref":"ForumReplyMessage:message:63149"}},{"__typename":"MessageEdge","cursor":"MjUuNHwyLjF8aXwxMHwzOTowfGludCw2MzE1Nyw2MzE0OA","node":{"__ref":"ForumReplyMessage:message:63148"}}],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"customFields":[{"__typename":"CustomStringField","name":"smartconx_source_identifier","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_message_origin","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_share_messages","stringValue":""}]},"Conversation:conversation:63147":{"__typename":"Conversation","id":"conversation:63147","solved":false,"topic":{"__ref":"ForumTopicMessage:message:63147"},"lastPostingActivityTime":"2021-11-16T00:22:01.000-08:00","lastPostTime":"2021-11-16T00:22:01.000-08:00","unreadReplyCount":10,"isSubscribed":false},"ModerationData:moderation_data:63147":{"__typename":"ModerationData","id":"moderation_data:63147","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:63147_1":{"__typename":"Revision","id":"revision:63147_1","lastEditTime":"2021-11-08T09:39:53.000-08:00"},"CachedAsset:theme:customTheme1-1752475666627":{"__typename":"CachedAsset","id":"theme:customTheme1-1752475666627","value":{"id":"customTheme1","animation":{"fast":"150ms","normal":"250ms","slow":"500ms","slowest":"750ms","function":"cubic-bezier(0.07, 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me!"},"localOverride":false},"CachedAsset:text:en_US-shared/client/components/common/QueryHandler-1752475664768":{"__typename":"CachedAsset","id":"text:en_US-shared/client/components/common/QueryHandler-1752475664768","value":{"title":"Query Handler"},"localOverride":false},"ModerationData:moderation_data:63157":{"__typename":"ModerationData","id":"moderation_data:63157","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:63157":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:-1"},"id":"message:63157","entityType":"FORUM_REPLY","eventPath":"category:discuss/community:cuxzj43862board:1password/message:63147/message:63157","revisionNum":1,"uid":63157,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:1password"},"parent":{"__ref":"ForumTopicMessage:message:63147"},"conversation":{"__ref":"Conversation:conversation:63147"},"subject":"Re: 7.9.1 upgrade for Mac crashed 1password","moderationData":{"__ref":"ModerationData:moderation_data:63157"},"body":"

@gkf1:

\n\n
\n

Sorry for your confusion, but the meaning is I sent the crash report from Mac App when the app was crashed. not on the forum and the email.

\n
\n\n

I understand now, thanks :)

\n\n
\n

Fortunately, I don't see any crashes with BETA version so far.
\nIt seems the issue was solved on my account.

\n
\n\n

That is great to hear! Thank you for the update :+1:

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2021-11-16T00:22:01.000-08:00","lastPublishTime":"2021-11-16T00:22:01.000-08:00","metrics":{"__typename":"MessageMetrics","views":2},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[{"__typename":"CustomStringField","name":"smartconx_source_identifier","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_message_origin","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_share_messages","stringValue":""}],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:63156":{"__typename":"ModerationData","id":"moderation_data:63156","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:63156":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:-1"},"id":"message:63156","entityType":"FORUM_REPLY","eventPath":"category:discuss/community:cuxzj43862board:1password/message:63147/message:63156","revisionNum":1,"uid":63156,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:1password"},"parent":{"__ref":"ForumTopicMessage:message:63147"},"conversation":{"__ref":"Conversation:conversation:63147"},"subject":"Re: 7.9.1 upgrade for Mac crashed 1password","moderationData":{"__ref":"ModerationData:moderation_data:63156"},"body":"

@ag_ana

\n\n

Hi Thank you for your message.
\nSorry for your confusion, but the meaning is I sent the crash report from Mac App when the app was crashed. not on the forum and the email.
\nI created the forum account \"gk1\" with same email of the 1 password account I'm using.

\n\n

Fortunately, I don't see any crashes with BETA version so far.
\nIt seems the issue was solved on my account.
\nThanks you so much.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2021-11-15T03:00:02.000-08:00","lastPublishTime":"2021-11-15T03:00:02.000-08:00","metrics":{"__typename":"MessageMetrics","views":1},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[{"__typename":"CustomStringField","name":"smartconx_source_identifier","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_message_origin","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_share_messages","stringValue":""}],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:63155":{"__typename":"ModerationData","id":"moderation_data:63155","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:63155":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:-1"},"id":"message:63155","entityType":"FORUM_REPLY","eventPath":"category:discuss/community:cuxzj43862board:1password/message:63147/message:63155","revisionNum":1,"uid":63155,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:1password"},"parent":{"__ref":"ForumTopicMessage:message:63147"},"conversation":{"__ref":"Conversation:conversation:63147"},"subject":"Re: 7.9.1 upgrade for Mac crashed 1password","moderationData":{"__ref":"ModerationData:moderation_data:63155"},"body":"

@gkf1:

\n\n
\n

but email address is same.

\n
\n\n

Thank you for the confirmation. I have checked again, and I don't see any email coming from the email address that you use here on the forum. Do you remember when you actually sent us the email?

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2021-11-15T01:44:47.000-08:00","lastPublishTime":"2021-11-15T01:44:47.000-08:00","metrics":{"__typename":"MessageMetrics","views":1},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[{"__typename":"CustomStringField","name":"smartconx_source_identifier","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_message_origin","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_share_messages","stringValue":""}],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:63154":{"__typename":"ModerationData","id":"moderation_data:63154","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:63154":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:-1"},"id":"message:63154","entityType":"FORUM_REPLY","eventPath":"category:discuss/community:cuxzj43862board:1password/message:63147/message:63154","revisionNum":1,"uid":63154,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:1password"},"parent":{"__ref":"ForumTopicMessage:message:63147"},"conversation":{"__ref":"Conversation:conversation:63147"},"subject":"Re: 7.9.1 upgrade for Mac crashed 1password","moderationData":{"__ref":"ModerationData:moderation_data:63154"},"body":"

1P_Tommy

\n\n

Hi thanks for your reply.

\n\n

I just created this account to comment on this thread.
\nso maybe this account is not connected to my 1password account.
\nbut email address is same.

\n\n

hum, seems I didn't receive support ID and I cannot see its ID on 1 password profile page.
\nhttps://my.1password.com/profile

\n\n

let me check on betas.
\nthanks.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2021-11-11T07:44:06.000-08:00","lastPublishTime":"2021-11-11T07:44:06.000-08:00","metrics":{"__typename":"MessageMetrics","views":1},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[{"__typename":"CustomStringField","name":"smartconx_source_identifier","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_message_origin","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_share_messages","stringValue":""}],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"AssociatedImage:{\"url\":\"https://www.1password.community/t5/s/cuxzj43862/images/cmstMy1DRFhYZXM\"}":{"__typename":"AssociatedImage","url":"https://www.1password.community/t5/s/cuxzj43862/images/cmstMy1DRFhYZXM","height":479,"width":478,"mimeType":"image/png"},"Rank:rank:3":{"__typename":"Rank","id":"rank:3","position":2,"name":"Moderator","color":"333333","icon":{"__ref":"AssociatedImage:{\"url\":\"https://www.1password.community/t5/s/cuxzj43862/images/cmstMy1DRFhYZXM\"}"},"rankStyle":"FILLED"},"User:user:101":{"__typename":"User","id":"user:101","uid":101,"login":"1P_Tommy","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2024-10-29T15:09:21.613-07:00"},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://www.1password.community/t5/s/cuxzj43862/images/dS0xMDEtYkFta1BF?image-coordinates=0%2C386%2C2316%2C2702"},"rank":{"__ref":"Rank:rank:3"},"entityType":"USER","eventPath":"community:cuxzj43862/user:101"},"ModerationData:moderation_data:63153":{"__typename":"ModerationData","id":"moderation_data:63153","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:63153":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:101"},"id":"message:63153","entityType":"FORUM_REPLY","eventPath":"category:discuss/community:cuxzj43862board:1password/message:63147/message:63153","revisionNum":1,"uid":63153,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:1password"},"parent":{"__ref":"ForumTopicMessage:message:63147"},"conversation":{"__ref":"Conversation:conversation:63147"},"subject":"Re: 7.9.1 upgrade for Mac crashed 1password","moderationData":{"__ref":"ModerationData:moderation_data:63153"},"body":"

@gkf1

\n\n

We have a working fix in out betas if you are interested in giving it a try. Did you send the reports from the address associated with your community account? I am not seeing any from that address. Please let me know the support id you received from our auto-responder BitBot.

\n\n

Use 1Password beta releases

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2021-11-11T06:49:15.000-08:00","lastPublishTime":"2021-11-11T06:49:15.000-08:00","metrics":{"__typename":"MessageMetrics","views":1},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[{"__typename":"CustomStringField","name":"smartconx_source_identifier","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_message_origin","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_share_messages","stringValue":""}],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:63152":{"__typename":"ModerationData","id":"moderation_data:63152","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:63152":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:-1"},"id":"message:63152","entityType":"FORUM_REPLY","eventPath":"category:discuss/community:cuxzj43862board:1password/message:63147/message:63152","revisionNum":1,"uid":63152,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:1password"},"parent":{"__ref":"ForumTopicMessage:message:63147"},"conversation":{"__ref":"Conversation:conversation:63147"},"subject":"Re: 7.9.1 upgrade for Mac crashed 1password","moderationData":{"__ref":"ModerationData:moderation_data:63152"},"body":"

Same crash thing has happened on my Mac App.
\nI sent some of crash reports already.

\n\n

please let me know when there is new update. it's so unstable.

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"152","kudosSumWeight":0,"repliesCount":0,"postTime":"2021-11-10T18:15:30.000-08:00","lastPublishTime":"2021-11-10T18:15:30.000-08:00","metrics":{"__typename":"MessageMetrics","views":1},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[{"__typename":"CustomStringField","name":"smartconx_source_identifier","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_message_origin","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_share_messages","stringValue":""}],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:63151":{"__typename":"ModerationData","id":"moderation_data:63151","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:63151":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:101"},"id":"message:63151","entityType":"FORUM_REPLY","eventPath":"category:discuss/community:cuxzj43862board:1password/message:63147/message:63151","revisionNum":1,"uid":63151,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:1password"},"parent":{"__ref":"ForumTopicMessage:message:63147"},"conversation":{"__ref":"Conversation:conversation:63147"},"subject":"Re: 7.9.1 upgrade for Mac crashed 1password","moderationData":{"__ref":"ModerationData:moderation_data:63151"},"body":"

@johntighi

\n\n

I'm finishing up my email reply to you. Please look for it soon in your inbox.

\n\n

ref: SFR-34121-212

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@johntighi:

\n\n
\n

Ill try to recreate the problem, but I'm not sure about your diagnostic tool helping because 1password wasn't running at the time.

\n
\n\n

A diagnostics report collect the logs until the last moment 1Password was running, so it might have contained some useful information :+1:

","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2021-11-09T02:49:47.000-08:00","lastPublishTime":"2021-11-09T02:49:47.000-08:00","metrics":{"__typename":"MessageMetrics","views":2},"visibilityScope":"PUBLIC","placeholder":false,"showMoveIndicator":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[{"__typename":"CustomStringField","name":"smartconx_source_identifier","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_message_origin","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_share_messages","stringValue":""}],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:63149":{"__typename":"ModerationData","id":"moderation_data:63149","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:63149":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:-1"},"id":"message:63149","entityType":"FORUM_REPLY","eventPath":"category:discuss/community:cuxzj43862board:1password/message:63147/message:63149","revisionNum":1,"uid":63149,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:1password"},"parent":{"__ref":"ForumTopicMessage:message:63147"},"conversation":{"__ref":"Conversation:conversation:63147"},"subject":"Re: 7.9.1 upgrade for Mac crashed 1password","moderationData":{"__ref":"ModerationData:moderation_data:63149"},"body":"

To be clear, this was not an app crash, but more of a catastrophic upgrade failure.

\n1. I am running 1password 7.9 and the autoupdater starts.
\n2. I enter the credentials for it to complete.
\n3. During the process 1password stops(expected), but it never restarts.(unexpected)
\nthe autoupdater says that 1password upgrade failed.(try again?)
\n4. I look and see a 1password.app that is 10MB and is not starting.
\n5. I try to reinstall, but it fails again.
\n6. I see no way to download a new dmg from 1password.com without signing up for an account.
\n7. give up on the process and restore from backup

\n\n

This is a great exercise in recovering from a 1password failure.

\nOf course, I can access my data from the website. (what is my secret phrase again? where is that? hmmm...)
\nI could have walked over to my phone to get the data there too.
\nBut it stopped working everywhere including the extensions on the browser because they couldn't hand shake any more.
\nTook a good 30 minutes to fix.

\n\n

My guess is that when the autoupdater was running, it either couldn't talk to the server or it downloaded a corrupt file.
\nI don't know if either one of those are valid otherwise loads of people would be complaining now. -_/-

\n\n

Ill try to recreate the problem, but I'm not sure about your diagnostic tool helping because 1password wasn't running at the time.

\n\n

John

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Hi @johntighi

\n\n

I'm very sorry to hear the app crashed. Please note that if you have a 1Password membership you can always access your data using our web app at https://start.1password.com, even if the Mac app is inaccessible to you. I'd like to have our development team investigate the cause of this crash. If possible, please recreate the issue, note the date & time at which the app crashed, and then create and send us a diagnostic report. Instructions can be found here:

\n\n

Sending Diagnostics Reports (Mac)

\n\n

Attach the diagnostics to an email message addressed to support+forum@1password.com. Note: you may need to change the To: address from the default.

\n\n

With your email please include:

\n\n\n\n

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

\n\n

Ben

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