Why is Mac 1Password hanging?

rlfrlf

Recently, 1Password has begun hanging almost constantly on my Mac. When I have a browser window open, whether it's Safari (13.1) or Chrome (84.0) or Firefox (79.0), and I type in my keyboard shortcut to Show 1Password, it will hang for between five and ten seconds (with a spinning beach ball) before 1Password will allow me to type a website's name into the 1P Search window. As I use 1P all throughout the day, this has become very frustrating. I've read here where other people have or are having this problem. One suggestion was to disable all extensions/add-ons in your browser so I did that in Google Chrome and it didn't help. I wouldn't think this is an extension problem as it happens with all three of the browsers I use and they don't all have the same extensions. Is this a known problem and if so, is there a solution? Is there any type of 1P internal log that I could send you that would show what's happening? Thanks.


1Password Version: 7.6
Extension Version: Not Provided
OS Version: 10.14.6
Sync Type: 1Password Cloud

Comments

  • BenBen AWS Team

    Team Member

    Hi @rlf

    I'm sorry to hear about 1Password hanging. I'd like to get a sample from 1Password on your computer. The next time the issue occurs, please do the following:

    1. Open Activity Monitor from the Utilities folder of your Applications folder, or use Spotlight to find it.
    2. Search for "1Password 7".
    3. Select it and choose "Sample Process" from the Gear icon in the toolbar.
    4. When it is finished, save the sample to a file.

    Step 2 in particular needs to be done while the issue is occurring. A sample is a "snapshot in time," so to speak, so it will only be helpful if it is taken during the issue. This will give us insight into what 1Password is doing, which will help our development team better understand the problem. Along with the sample, it would be helpful to have a diagnostic report. To generate one please see these instructions:

    Sending Diagnostics Reports (Mac)

    Attach the diagnostics to an email message addressed to [email protected].

    With your email please include:

    • A link to this thread: https://discussions.agilebits.com/discussion/115041/why-is-mac-1password-hanging#latest
    • Your forum username: rlf
    • The sample file generated above

    That way I can "connect the dots" when I see your diagnostics in our inbox.

    You should receive an automated reply from our BitBot assistant with a Support ID number.  Please post that number here so I can track down the diagnostics and ensure that this issue is dealt with quickly. :)

    Once I see the diagnostics I'll be able to better assist you. Thanks very much!

    Ben

  • Hi Ben,

    Thanks for your offer to assist. I collected eight different samples this week and have sent them in. Hopefully at least one of them will provide some clues as to what the problem is. It's occurring so frequently now that I've had to export my passwords to a text file and stop using 1P. It freezes for up to 20 seconds (with the spinning beachball) probably two out of every three times I open 1P. Sometimes I even have to kill the browser to get back control of the browser. My support ID is XRB-24294-833.

  • ag_anaag_ana

    Team Member

    Thank you @rlf! I confirm that I have managed to locate your diagnostics reports in our system :+1: We will take a look and someone will get back to your email as soon as possible.

    Thank you for your patience!

    ref: XRB-24294-833

  • kelshafiekelshafie Junior Member

    I'm having the same issue. Any resolution? It just started in the past week or so.

  • ag_anaag_ana

    Team Member

    @kelshafie:

    Thank you for letting us know! We'll be happy to take a look at your configuration too. Have you sent us a diagnostics report and the performance information that Ben listed above already?

  • BenBen AWS Team

    Team Member

    We haven't gotten to the bottom of it yet but as Ana mentioned if you can send us the information outlined here (replacing the OP's username with yours) we can look into this for you. :)

    Thanks!

    Ben

  • Any progress on this? I'm also having the same issue. It's extremely frustrating since 1password is such a fundamental part of my workflow.

  • ag_anaag_ana

    Team Member

    @jrey:

    We will be happy to take a look at your diagnostics information too. Have you sent it to us already?

  • Hi, Ben. I'm also seeing significant slowdowns on my Mac which appear to be related to the 1Password app. Per your instructions above, I submitted both the diagnostic report and the activity monitor report. The support ID I received back is:

    [#WXX-26574-576]

    Thanks much, in advance, for any insight y'all can provide!

    Regards,
    Kory

  • BenBen AWS Team

    Team Member
    edited September 23

    Thanks Kory!

    Ben

    ref: WXX-26574-576

  • edited October 8

    This is happening to me as well. Just ran a diagnostic and emailed. Support ID is [#EFQ-67617-119].

    Thanks in advance.

  • BenBen AWS Team

    Team Member

    Thanks, @toccata_bespoke. :)

    Ben

    ref: EFQ-67617-119

  • I added a diagnostic to the pile earlier today as well. Support ID is #EJH-38732-123.

    Thanks.

  • BenBen AWS Team

    Team Member
    edited October 14

    Thanks, @mgseattle. For anyone else coming across this thread: at this point we do not need further reports from 1Password 7.6. We're aware of what the issue is and hope to have it fixed up for v7.7. We plan to include the changes in the next v7.7 beta version, which you can read about here:

    Use 1Password beta releases

    Edit: To clarify, the current v7.7 beta 10 release does not have these changes. With any luck they'll be in the v7.7 beta 11 release.

    Thanks!

    Ben

    ref: EJH-38732-123

  • @Ben So great to be reminded of the value of this forum! I logged on this morning looking for answers to this exact issue, and within 15 seconds I found this thread. Thank you!

  • ag_tommyag_tommy

    Team Member

    @iamecho

    On behalf of Ben, you're welcome. It's great to hear you found the answer quickly. Hopefully, that will always be the case.

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