Forum Discussion

twmoretti's avatar
twmoretti
New Contributor
12 months ago

Android App Freezes after login

After I enter my password or use biometrics to unlock the app on my Pixel 6 Pro the open animation plays and then the screen goes black until the "1Password isn't responding" dialog pops up. No matter how many times I select "Wait" the issue does not resolve, so I have to close the app.

Autofilling logins does work for me, but for anything that doesn't work on (unusual login flows, most credit card entries, etc) I'm effectively locked out of on my device.

This has happened both with the stable and the beta version of the app.

1Password Version: 8.10.36-35.BETA
Extension Version: Not Provided
OS Version: Android 13 September 1, 2023 Security Update
Browser: Not Provided

android

11 Replies

  • beifeng111's avatar
    beifeng111
    New Contributor
    2 months ago

    I’m having a frustrating issue with an Android app I recently installed. Everything works fine up until I log in — after that, the app just freezes on a blank screen or sometimes gets stuck loading endlessly. I’ve tried force stopping the app, clearing the cache/data, and even reinstalling it, but the issue keeps happening. My phone’s running Android 13 and has plenty of storage and RAM available, so I doubt it's a hardware issue.

    I downloaded the app from Heyapks — it’s not available on the Play Store, so I went with that source. Has anyone else used this site and run into similar problems? Or maybe it's just the app version itself that's buggy?

    If anyone has tips on how to debug or fix this kind of issue (short of waiting for an update), I’d really appreciate it. Safe mode didn’t help either, so I’m wondering if it's a compatibility thing or a bad APK file.

    Thanks in advance!

    • 1P_Timothy's avatar
      1P_Timothy
      Icon for Community Manager rankCommunity Manager
      2 months ago

      Hi beifeng111​, thanks for joining the community! 

      It looks like the two issues referenced in this conversation have been resolved, so what you're seeing may be something new, or related to a separate issue. 

      Could you share some details about the behavior you're seeing? For example: does 1Password crash on start, stall on start, or something else? Do you see any sort of error message when this happens? I'd also like to ask what sort of device you're using, the OS version, and which version of 1Password for Android you're using? Thanks again!

  • ErnstZ's avatar
    ErnstZ
    New Contributor
    10 months ago

    Thanks for your replies. I could fix it with Clearing the Data of the App.

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    10 months ago

    ErnstZ

    I'm sorry that 1Password isn't opening correctly on your Android device. Our development team has fixed some issues that led the 1Password app to crash and we're testing those fixes in the latest beta version.

    Would you be willing to install the beta version to see if you're able to open that: Use 1Password beta releases

    Let me know and I can update our development team. 🙂

    -Dave

    ref: dev/core/core#31925

  • Xeion's avatar
    Xeion
    New Contributor
    10 months ago

    For the diagnostics you'll have to make sure to click the globe icon so it doesn't try to search. But ultimately I think the fix is to reinstall or do a clear cache and data, which fixed it for me. You'll have to set it up again on your phone though l.

  • ErnstZ's avatar
    ErnstZ
    New Contributor
    10 months ago

    I have the same problem in Android since Version 8.10.38. When I type onepassword://diagnostics into Chrome I only get Google search results. How can I proceed?

  • 1P_Evon's avatar
    1P_Evon
    Icon for 1Password Team rank1Password Team
    12 months ago

    Thanks for writing in, StJust.

    I recommend emailing mailto:support+forum@1password.com with a diagnostics report so the team can take a closer look at the issue you're experiencing.

    • https://support.1password.com/diagnostics/

    If you cannot open the 1Password for Android app due to the "1Password isn't responding" dialogue pop-up, please follow the steps in https://1password.community/discussion/comment/713545/#Comment_713545 to gather the diagnostics report.

    After emailing in, you will receive an automated reply from our BitBot assistant with a Support ID number. Post that here, I will be able to locate your message and make sure it has gotten to the right place.

    -Evon

  • StJust's avatar
    StJust
    New Contributor
    12 months ago

    I have exactly the same problem when I try to open 1passw....and more 1password is very very sluggish....minutes before displaying the items, and more to see masked items.Very painful ...
    Last:I'm in China: no Google services, no play store access, so no re install possible: where's the latest apk?
    Another Q: how to leave beta channel?
    FYI: pixel 7 pro, latest system, latest (June 2024) security update; 1password version is 1Password for Android 8.10.36 (81036031)
    TIA

  • 1P_Evon's avatar
    1P_Evon
    Icon for 1Password Team rank1Password Team
    12 months ago

    Hello twmoretti. Thank you for writing in. I'm sorry about the issue you are running into with 1Password on Android.

    So that the team can take a closer look at the issue you're experiencing, I'd like to ask for a diagnostics report from your end. Follow these steps:

    1. Reproduce the issue one more time.
    2. Open your browser.
    3. Type in onepassword://diagnostics.
    4. In the menu underneath the address bar, choose the option with the globe icon.
    5. A "Continue to 1Password?" prompt will appear, choose Continue.
    6. Follow the prompt to generate a diagnostics report.

    Send the diagnostics report to mailto:support+forum@1password.com.

    With your email, please include the following:

    • A link to this thread: https://1password.community/discussion/146498
    • Your forum username: twmoretti
    • Please do not post your diagnostic report to the forum. This is for your privacy and security.

    Please send the entire file. You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thank you!

    -Evon

    ref: dev/core/core#30428