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Former Member's avatar
Former Member
3 years ago

Unable to install 1Password Update - 1Password for Windows Latest

Hello,

I'm having quite the trouble trying to get 1Password to update on my Work systems. I constantly receive the error message "1Password was unable to complete installation and will roll back any changes". This is a managed Domain workstation running "Trellix" Anti Virus . I have tried to install in a Local Admin account and with my Domain Credentials.

Is there a command line switch to change the location for which 1Password installs?

Here is the Setup Log from my last attempt to upgrade this morning:

[2022-12-13 10:35:34.457631 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:587: Setup logs path set to : C:\Users\erics\AppData\Local\1Password\logs\setup

[2022-12-13 10:35:34.459158 -05:00] INFO [op_log::private] foundation\op-log\src\private.rs:70: system locale detected as 'en-US'

[2022-12-13 10:35:34.459207 -05:00] INFO [op_log::private] foundation\op-log\src\private.rs:70: selected translations for EN_US based on detected locale en-US

[2022-12-13 10:35:36.088779 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:494: Updating from 80800203 to 80905042

[2022-12-13 10:35:36.288889 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:273: Copying files to C:\Users\erics\AppData\Local\1Password\update

[2022-12-13 10:35:36.289684 -05:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:70: copying files to: C:\Users\erics\AppData\Local\1Password\update\8

[2022-12-13 10:35:38.083112 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:277: Renaming C:\Users\erics\AppData\Local\1Password\app to C:\Users\erics\AppData\Local\1Password\previous

[2022-12-13 10:35:38.083149 -05:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:128: renaming C:\Users\erics\AppData\Local\1Password\app to C:\Users\erics\AppData\Local\1Password\previous

[2022-12-13 10:35:38.253619 -05:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:170: renaming C:\Users\erics\AppData\Local\1Password\app to C:\Users\erics\AppData\Local\1Password\previous

[2022-12-13 10:35:38.254666 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:285: Renaming C:\Users\erics\AppData\Local\1Password\update to C:\Users\erics\AppData\Local\1Password\app

[2022-12-13 10:35:38.254693 -05:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:170: renaming C:\Users\erics\AppData\Local\1Password\update to C:\Users\erics\AppData\Local\1Password\app

[2022-12-13 10:35:38.579125 -05:00] ERROR [op_windows_starter::installer] op-windows-starter\src\installer.rs:160: failed to move app files. Error: Io(PermissionDenied)

[2022-12-13 10:35:41.047406 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:359: starting C:\Users\erics\AppData\Local\1Password\app\8\1Password.exe

[2022-12-13 10:35:41.047521 -05:00] ERROR [op_windows_starter::installer] op-windows-starter\src\installer.rs:187: Failed to start previous app. Error: Access is denied. (os error 5)

1Password Version: 8.8.0
Extension Version: Not Provided
OS Version: Windows10 21H2
Browser:_ Not Provided

windows

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  • jermaine_f_1p's avatar
    jermaine_f_1p
    Icon for 1Password Team rank1Password Team
    3 years ago

    Hello @Erkology,

    Thanks for providing those logs. That error message may indicate that an Antivirus software may be “locking down” the installation directly of 1Password.

    As you mentioned you already use "Trellix" Anti Virus, I'd like to run a quick test and ask you to reboot your device in Safe Mode with Networking. This can help us verify whether other programs are interfering with 1Password. Here's the official Microsoft Support article:

    Safe Mode with Networking
    Start your PC in safe mode in Windows

    Once you have rebooted into Safe Mode with Networking, try running the installer again. Does it work this time?

    If so, we'll have confirmed the general nature of the problem. From there, my suggestion would be to add 1Password's directory to the allow list of any anti-malware or endpoint security software on the device.

    Let me know how that works out for you. Looking forward to hearing from you.

    Jermaine