Chrome plug-in hangs

Thank you for the update Kevin10, let us know if there's anything else we can help with at all.

End of day status update : Having that Service Workers setting unchecked has produced good results so-far. Fingers crossed!

Support Ticket Number: 127550

Hi @Joy_1P

1. No issues with system memory, no.
   

2. I added the 1password add-on to Firefox and that has been working fine even while the Chrome add-on is hung up and doing nothing.

3. I Uninstalled Malwarebytes, Disabled all other Chrome extensions, Updated to the latest version of MacOS Monterey, updated to the latest version of Chrome, and did a fresh reboot. The problem with the Chrome add-on still persists.

4. I've generated the requested logs along with some screenshots with timestamps to correlate to those logs. I will note that I was seeing some 1password console logs in my regular inspector window, even before enabling developer mode in the Manage Extensions pane. I included those as well, the filenames tell the difference. I also saved off a copy of the network logs from the extension inspector window as a HAR file, but I did not send that along in my email to support because I didn't know if those network headers and cookies could contain secret information that should not be shared. I did notice some 404 errors in the network pane during my testing, FYI.

5. I noticed frequent statements in the console logs that the service worker was being reloaded due to a setting (Application > Service Workers > Update on reload). It appears that setting is not on by default so I've disabled it and will report back after a few days if that has made a significant improvement.

I'm again having the exact same experience as Kevin10 . The beta plugin worked for like a day or two and then this same issue came back.

One thing I noticed is that when the Brave extension becomes unresponsive, it becomes unresponsive in Firefox as well. During this time, the 1Password app works as expected.

I'm seeing this issue on two different computers: Mac Intel and Mac Apple Silicon. My coworkers have a very similar setup but haven't experienced these issues.

Hi Kevin10, thanks for the info. We're not saying that the issue is isolated. However, there are a lot of different reasons why the extension may be acting up. We do have to look at your setup individually in order to determine what is going on.

Does this behavior occur if you do not have as many tabs open?
I always have that many tabs open. I've had that many tabs going on 2-3 years straight. I'm not going to bookmark them all just so I can close them all to test this, sorry. I had the browser extension working with those tabs open for quite some time until recently.

If you are unable to test that, can you tell us if you notice any issues with your computer's memory with all those tabs open? Do you use 1Password in any other browsers and if so, does the issue occur there when there are only a small number of tabs open?

Again, our goal isn't to have you close the tabs -- we want to see if that is where the issue is coming from.

Do you have any other extensions installed in Chrome? If so, what are they?
Yes, "Malwarebytes Browser Guard" and "GoFullPage - Full Page Screen Capture" but I tried disabling both of them and the issue still persists.

Do you have any anti-virus or anti-malware programs on your computer?
Yes, Malwarebytes endpoint protection under a Malwarebytes business subscription.

Can you temporarily turn off those other extensions, turn off your Malwarebytes antivirus, reproduce the issue with 1Password in your browser, and then send us the following for further investigation?

• The extension console log: https://support.1password.com/cs/extension-console-log/
• A diagnostics report: https://support.1password.com/diagnostics/

Attach the logs and diagnostics to an email message addressed to mailto:support+forum@1password.com.

With your email please include:
* A link to this thread: https://1password.community/discussion/comment/682844#Comment_682844
* Your forum username: Kevin10

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

Hello @Joy_1P - See below for the answers to your questions. I finally re-installed the latest version of the browser add-on after using just the desktop app for the last month. The browser add-on is still acting up. I thought maybe I was able to find a consistent reproduction tied to opening Chrome DevTools (which I use as part of my job every day), but now I'm not so sure. Note that in devtools, when the add-on is working, I'm frequently seeing a lot of console log messages output by the add-on. I don't remember seeing those back before this problem started. When the add-on is locked up, typically (but not always) nothing gets output to the console log either. If you haven't noticed, the reviews on the extension in the Chrome Web Store continue to rack up 1-star reviews of people complaining about basically the same thing I'm reporting. This is not an isolated case.

1. Did the hanging behavior just start recently, or has this always been an issue?
   Started in Early February or Late January.

2. Does this behavior occur if the 1Password extension is disabled in Chrome?
   No. The 1Password extension in Chrome is specifically the thing that is having an issue.... Disabling the extension in Chrome then it goes away and there is nothing left to get hung up. Re-enabling the extension will often make it start working for a time, but not long and it becomes unresponsive again. When I say unresponsive, I mean for instance that the 1password logo shows up in the username box but no autocomplete options dropdown show. Clicking that icon in the username box, nothing happens. Clicking over to the password field, the icon moves along with the cursor, but still no autocomplete dropdown. Clicking the icon there, nothing happens. Clicking the 1password icon next to the address bar, it gets highlighted with a grey background but otherwise nothing happens. No popup dialog as normal. Switch to another tab or browser window and click on that icon, nothing happens. Sometimes when I click that icon, I do get a empty white popup with just a loading indicator but it never loads. Sometimes when it gets hung up, I don't even get the 1password logo in the username box. Reloading the tab doesn't help. Switching to another browser window doesn't help.

3. Does this behavior occur if you do not have as many tabs open?
   I always have that many tabs open. I've had that many tabs going on 2-3 years straight. I'm not going to bookmark them all just so I can close them all to test this, sorry. I had the browser extension working with those tabs open for quite some time until recently.

4. I understand why you would have many tabs open. I am only asking to see where the issue may be coming from.

5. Do you use the 1Password desktop app?
   Yes.

6. Do you have any other extensions installed in Chrome? If so, what are they?
   Yes, "Malwarebytes Browser Guard" and "GoFullPage - Full Page Screen Capture" but I tried disabling both of them and the issue still persists.

7. Do you have any anti-virus or anti-malware programs on your computer?
   Yes, Malwarebytes endpoint protection under a Malwarebytes business subscription.

8. Do you use a proxy or VPN?
   Yes, VPN is used at times, but not frequently. It does not correlate to when the issue appears.

Hey @johncostanzo, I'm really sorry to hear that the hanging is back. I can understand your frustration. I know I would be frustrated in your situation too. I would love to take another look at what's happening and help from there.

If you're still up for it, please send us an mailto:support@1password.com. Please include the following if possible:

• A link to this thread: https://1password.community/discussion/137967/chrome-plug-in-hangs#latest
• Your forum username: johncostanzo

Once you send an email, you should receive an automated reply from our BitBot assistant with a Support ID number. Please let me know what that Support ID number is, and I'll make sure that we respond soon. Thanks for your time and patience.

It turns out I was wrong about that extension: the 1Password extension continues to hang.

I've now experienced problems accessing 1Password with every single method and operating system I've attempted to use.

I'm giving up on it.

@johncostanzo Glad to hear you found the extension that was conflicting with 1Password. I hope things are well now.