Failed to install app on new Surface Pro 7, Windows 10
Hi there,
Fresh new Surface Pro 7, configured to stay in Windows 10 Home, latest patch. Has almost nothing running in it, enough disk and memory space. Downloaded the latest app multiple times today from 1password.com (not available in Microsoft Store), but installation always fails with simple message:
"1Password was unable to complete installation and will roll back any changes"
Could not find anything in the "Event Viewer"
Any clues where to look for more clues?
Thanks
1Password Version: Not Provided Extension Version: Not Provided OS Version: Not Provided
I'm pleased to hear that you've been able to get things set up now @1Passwodruser256!
As Dayton mentioned, it's possible that antivirus software can interfere with the installation of 1Password. It's possible that there was a recent update which erroneously flagged 1Password, or the way in which the antivirus operates by "locking down" install directories has changed.
Drop us a line if there's anything more we can do. :+1:
It is fixed now!
You were right, there's silent collision with Immunet antivirus. It has been working like a charm for many many years in my other system but this time it is not working on that new Surface nor in another old Asus machine that only required 1Password upgrade to 9.828.
The strange thing was that no logs or events could point to the problem or collision, but I've tested twice the following procedure and it works:
Start CMD, run as admin
Stop Immunet Service: net stop immunetprotect
Search 1Password install or upgrade 1Password. Proceed
Hey there @1Passwodruser256, is it possible you have an antivirus program installed? These programs, particularly the ones that advertise active malware defenses, tend to "lock down" the folder that 1Password installs to. If possible, booting your device into Safe mode and re-trying the 1Password install works to bypass this. Once installed, we suggest adding 1Password to your antivirus software's Exclusion list so 1Password can continue to update itself when needed. :smile: If you run into any issues with the install process, shoot us an email at support+windows@1password.com and we'll be happy to help out! :smile:
Hi PeterG,
Thank you for the direction and nopes, it is running regular Windows Home. We installed a bunch of other stuff from third-party vendors, but it is impossible to install 1Password.
Hello @1Passwodruser256! Very sorry to hear of this issue you've encountered. Is this device by any chance running in S Mode? If so, you'll be unable to install any apps on this device unless they're from the Windows Store. Here's how you can check:
In the Windows Search bar (there one where it says "Type here to search") type Settings and hit Enter.
Go to System > About and look for the System Specifications section further down the page
If you're in S Mode, it should say so here.
Let me know if this is true to your case - we look forward to helping you resolve this fully!
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Hi there, \nFresh new Surface Pro 7, configured to stay in Windows 10 Home, latest patch. Has almost nothing running in it, enough disk and memory space. Downloaded the latest app multiple times today from 1password.com (not available in Microsoft Store), but installation always fails with simple message:
\n\n
\"1Password was unable to complete installation and will roll back any changes\"
\n\n
Could not find anything in the \"Event Viewer\" \nAny clues where to look for more clues?
\n\n
Thanks
\n\n\n\n
1Password Version: Not Provided \nExtension Version: Not Provided \nOS Version: Not Provided
","body@stringLength":"680","rawBody":"
Hi there, \nFresh new Surface Pro 7, configured to stay in Windows 10 Home, latest patch. Has almost nothing running in it, enough disk and memory space. Downloaded the latest app multiple times today from 1password.com (not available in Microsoft Store), but installation always fails with simple message:
\n\n
\"1Password was unable to complete installation and will roll back any changes\"
\n\n
Could not find anything in the \"Event Viewer\" \nAny clues where to look for more clues?
\n\n
Thanks
\n\n\n\n
1Password Version: Not Provided \nExtension Version: Not Provided \nOS Version: Not Provided
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I'm pleased to hear that you've been able to get things set up now @1Passwodruser256!
\n\n
As Dayton mentioned, it's possible that antivirus software can interfere with the installation of 1Password. It's possible that there was a recent update which erroneously flagged 1Password, or the way in which the antivirus operates by \"locking down\" install directories has changed.
\n\n
Drop us a line if there's anything more we can do. :+1:
","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2021-11-11T09:41:16.000-08:00","lastPublishTime":"2021-11-11T09:41:16.000-08:00","metrics":{"__typename":"MessageMetrics","views":8},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:discuss/community:cuxzj43862board:1password/message:68265/message:68270","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"attachments":{"__typename":"AttachmentConnection","edges":[],"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":""}]},"ModerationData:moderation_data:68269":{"__typename":"ModerationData","id":"moderation_data:68269","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:68269":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:-1"},"id":"message:68269","revisionNum":1,"uid":68269,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:1password"},"parent":{"__ref":"ForumTopicMessage:message:68265"},"conversation":{"__ref":"Conversation:conversation:68265"},"subject":"Re: Failed to install app on new Surface Pro 7, Windows 10","moderationData":{"__ref":"ModerationData:moderation_data:68269"},"body":"
Hi Dayton_ag
\n\n
It is fixed now! \nYou were right, there's silent collision with Immunet antivirus. It has been working like a charm for many many years in my other system but this time it is not working on that new Surface nor in another old Asus machine that only required 1Password upgrade to 9.828.
\n\n
The strange thing was that no logs or events could point to the problem or collision, but I've tested twice the following procedure and it works:
\n\n\n
Start CMD, run as admin
\n
Stop Immunet Service: net stop immunetprotect
\n
Search 1Password install or upgrade 1Password. Proceed
\n
Start Immunet Service: net start immunetprotect
\n\n\n
Thank you for the support \n :)
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Hey there @1Passwodruser256, is it possible you have an antivirus program installed? These programs, particularly the ones that advertise active malware defenses, tend to \"lock down\" the folder that 1Password installs to. If possible, booting your device into Safe mode and re-trying the 1Password install works to bypass this. Once installed, we suggest adding 1Password to your antivirus software's Exclusion list so 1Password can continue to update itself when needed. :smile: If you run into any issues with the install process, shoot us an email at support+windows@1password.com and we'll be happy to help out! :smile:
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Hi PeterG, \nThank you for the direction and nopes, it is running regular Windows Home. We installed a bunch of other stuff from third-party vendors, but it is impossible to install 1Password.
\n\n
Other clues?
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Hello @1Passwodruser256! Very sorry to hear of this issue you've encountered. Is this device by any chance running in S Mode? If so, you'll be unable to install any apps on this device unless they're from the Windows Store. Here's how you can check:
\n\n\n
In the Windows Search bar (there one where it says \"Type here to search\") type Settings and hit Enter.
\n
Go to System > About and look for the System Specifications section further down the page
\n
If you're in S Mode, it should say so here.
\n\n\n
Let me know if this is true to your case - we look forward to helping you resolve this fully!
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