1Password app window disappears during sync (almost immediately after start)

MichalH

From log:
23228 2020-09-25 08:17:42 68.813s INFO opw_app::managers::cloud_sync_manager:415 > initiating sync for all accounts...
23228 2020-09-25 08:17:42 73.563s INFO opw_app::app_lock:32 > app locked (inactivity)
23228 2020-09-25 08:17:42 73.564s INFO opw_app::managers::cloud_sync_manager:356 > starting sync for account PGAPQ4EG2NGYXN4EGCZCTZJHU4
7476 2020-09-25 08:17:42 0.000s INFO opw_app::app:181 > starting cloud sync role C:\Users\xxx\AppData\Local\1password\app\7\1Password.exe v7.6.783 for account PGAPQ4EG2NGYXN4EGCZCTZJHU4
7476 2020-09-25 08:17:43 0.204s ERR opw_app::keys:125 > unacceptable JSON not a JSON
7476 2020-09-25 08:17:43 0.443s ERR opw_app::roles::syncing:244 > opw-app\src\keys\mod.rs:125 JSON
7476 2020-09-25 08:17:43 0.443s ERR opw_app::app_services:26 > opw-app\src\roles\syncing.rs:261 session retrieval canceled because sync is in an invalid state
9764 2020-09-25 08:17:42 0.000s INFO opw_sqlite::db:238 > database schema: 711
file: C:\Users\xxx\AppData\Local\1Password\data\1Password10.sqlite
app: C:\Users\xxx\AppData\Local\1password\app\7\1Password.exe
9764 2020-09-25 08:17:42 0.001s INFO opw_app::app:167 > starting main role C:\Users\xxx\AppData\Local\1password\app\7\1Password.exe v7.6.783 with hidden UI
9764 2020-09-25 08:17:43 0.141s INFO opw_app::roles::main:548 > Online update check: No new updater file found for Stable channel

Any help, please?

Thanks, Michal

---

1Password Version: 7.6.783
Extension Version: Not Provided
OS Version: Win7 64
Sync Type: cloud

MichalH

Downgrade to 7.6.778 seems to be OK (with updates disabled).

Greg

Hi @MichalH,

Thank you for reporting this! We will investigate and get back to you soon.

Cheers,
Greg

Greg

Hi again @MichalH,

Could you please also create a full Diagnostics Report from 1Password 7 on your PC? You can create it even without unlocking 1Password (this way it won't crash), here is how:

Sending Diagnostics Reports (Windows)

Attach the Diagnostics Report to an email message addressed to support+windows@agilebits.com.

Please do not post your Diagnostic Report in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your report in our inbox. You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here so we can track down the report and ensure that this issue is dealt with quickly. Thank you!

Cheers,
Greg

ref: dev/windows/opw#4918

MichalH

Does it matter which 1Password version it will be generated with? The new/problematic version window closes itself almost immediately after appearing.

MikeT

@MichalH, at the moment no, the diagnostics report should include the logs and any crashes from the previous versions up to 14 days.

MichalH

Ah, OK, I got it :-)

MikeT

:+1: Thanks and let us know here when you sent it.

MichalH

Report sent.

MikeT

Thanks!

MichalH

( No automated reply from your BitBot assistant with a Support ID number yet.)

Greg

Hi @MichalH,

Found it! We will take a closer look and get back to you via email. Thanks again!

++
Greg

ref: BEG-84591-851

sbingner

I'm having the same problem and my 1Password is completely unusable, it seems pretty inexcusable that a simple sync error causes the entire app to close itself and make my entire password database, which it SHOWS that it has fine but does not give me time to access, unusable. Finding where you found the critical problem 5 days ago but still have no fix is worse.

Greg

Hi @sbingner,

We have no confirmation that this issue is related to sync in any way, and are investigating it right now. I am sorry for these troubles.

If you haven't rebooted your computer for a while, could you please try to do it now? Does the issue with 1Password remain after that?

I know it may sound obvious and simple, but I have seen several reports, where it worked. Thanks! :+1:

++
Greg

sbingner

I have too much going on to be able to reboot it soon, so I’ll just have to use 1password on my phone for now but if you haven’t fixed it by the next time I have to reboot I’ll let you know if that fixes it. As an aside, I fundamentally disagree with the whole “reboot it to fix things” approach... it works better to find the root problem. I did make sure to try closing 1password completely and opening it again.

Greg

@sbingner: We are in the process of identifying the root cause for this issue, but I do not have anything to share at this point. I understand that accessing your data in 1Password is crucial, that is why I suggested a possible workaround for this situation. Again, I apologise for this inconvenience.

I noticed that you shared a diagnostics report with us, thank you very much! We will continue looking into this and will keep you posted via email.

Cheers,
Greg

ref: MSU-26449-484

byoders

having the same issue here, totally unusable at the moment - shuts down and closes 3-5 seconds after unlocking.

7.6.783

panic log:

panic message: gai background task failed: JoinError::Cancelled
panic message: gai background task failed: JoinError::Cancelled

daily log:

93916 2020-09-29 20:34:54 0.000s INFO opw_app::app:167 > starting main role C:\Users\<>\AppData\Local\1Password\app\7\1Password.exe v7.6.783 with hidden UI
93916 2020-09-29 20:34:55 0.210s INFO opw_app::roles::main:548 > Online update check: No new updater file found for Stable channel
93916 2020-09-29 20:34:57 1.247s INFO opw_app::hub::notification_listening:248 > notifier connected for account <>
93916 2020-09-29 20:35:00 3.297s ERR opw_app::roles::main::unlock:255 > opw-ipc\src\lib.rs:438 ReadFile (error code 109: The pipe has been ended.)
93916 2020-09-29 20:35:09 6.293s INFO opw_app::roles::main::unlock:76 > app unlocked with master password
93916 2020-09-29 20:35:09 15.671s INFO opw_network::proxy:127 > loaded AutoDetect proxy - address: false, username: false, password: false
93916 2020-09-29 20:35:09 15.685s INFO opw_app::watchtower::compromised_sites:40 > loaded 4923 compromised websites in 7ms
93916 2020-09-29 20:35:09 15.694s INFO opw_app::watchtower::mfa_sites:34 > loaded 536 websites with MFA in 0ms
93916 2020-09-29 20:35:10 15.699s INFO opw_network::proxy:175 > network connection test successful
93916 2020-09-29 20:35:10 15.822s INFO opw_network::proxy:55 > AutoDetect network proxy detection enabled
93916 2020-09-29 20:35:14 15.822s INFO opw_app::managers::cloud_sync_manager:415 > initiating sync for all accounts...
93916 2020-09-29 20:35:14 20.697s INFO opw_app::app_lock:32 > app locked (inactivity)
93916 2020-09-29 20:35:14 20.698s INFO opw_app::managers::cloud_sync_manager:356 > starting sync for account <>
92424 2020-09-29 20:35:15 0.000s INFO opw_app::app:181 > starting cloud sync role C:\Users\<>\AppData\Local\1Password\app\7\1Password.exe v7.6.783 for account <>
92424 2020-09-29 20:35:16 0.198s ERR opw_app::app_services:26 > opw-app\src\roles\syncing.rs:225 cloud sync cannot run without app key
54016 2020-09-29 20:35:15 0.000s INFO opw_sqlite::db:238 > database schema: 711
file: C:\Users\<>\AppData\Local\1Password\data\1Password10.sqlite
app: C:\Users\<>\AppData\Local\1Password\app\7\1Password.exe
54016 2020-09-29 20:35:15 0.000s INFO opw_app::app:167 > starting main role C:\Users\<>\AppData\Local\1Password\app\7\1Password.exe v7.6.783 with hidden UI
54016 2020-09-29 20:35:16 0.203s INFO opw_app::roles::main:548 > Online update check: No new updater file found for Stable channel
54008 2020-09-29 20:35:15 565.045s ERR opw_app::nmh:269 > failed app->browser pump opw-ipc\src\lib.rs:438 ReadFile (error code 233: No process is on the other end of the pipe.)
17936 2020-09-29 20:35:30 0.000s INFO opw_app::app:203 > starting unlock role C:\Users\<>\AppData\Local\1Password\app\7\1Password.exe v7.6.783
17656 2020-09-29 20:35:30 0.000s INFO opw_sqlite::db:238 > database schema: 711
file: C:\Users\<>\AppData\Local\1Password\data\1Password10.sqlite
app: C:\Users\<>\AppData\Local\1Password\app\7\1Password.exe
17656 2020-09-29 20:35:30 0.001s INFO opw_app::app:167 > starting main role C:\Users\<>\AppData\Local\1Password\app\7\1Password.exe v7.6.783 with visible UI
17656 2020-09-29 20:35:30 0.229s INFO opw_app::roles::main:548 > Online update check: No new updater file found for Stable channel
17656 2020-09-29 20:35:39 0.315s INFO opw_app::roles::main::unlock:76 > app unlocked with master password
17656 2020-09-29 20:35:39 9.056s INFO opw_network::proxy:127 > loaded AutoDetect proxy - address: false, username: false, password: false
17656 2020-09-29 20:35:39 9.067s INFO opw_app::watchtower::compromised_sites:40 > loaded 4923 compromised websites in 8ms
17656 2020-09-29 20:35:39 9.081s INFO opw_app::watchtower::mfa_sites:34 > loaded 536 websites with MFA in 0ms
17656 2020-09-29 20:35:39 9.085s INFO opw_network::proxy:175 > network connection test successful
17656 2020-09-29 20:35:39 9.220s INFO opw_network::proxy:55 > AutoDetect network proxy detection enabled
17656 2020-09-29 20:35:44 9.220s INFO opw_app::managers::cloud_sync_manager:415 > initiating sync for all accounts...
17656 2020-09-29 20:35:44 14.065s INFO opw_app::app_lock:32 > app locked (inactivity)
17656 2020-09-29 20:35:44 14.066s INFO opw_app::managers::cloud_sync_manager:356 > starting sync for account <>
87668 2020-09-29 20:35:44 0.000s INFO opw_app::app:181 > starting cloud sync role C:\Users\<>\AppData\Local\1Password\app\7\1Password.exe v7.6.783 for account <>
87668 2020-09-29 20:35:44 0.158s ERR opw_app::app_services:26 > opw-app\src\roles\syncing.rs:261 session retrieval canceled because sync is in an invalid state
17596 2020-09-29 20:35:48 0.000s INFO opw_app::app:203 > starting unlock role C:\Users\<>\AppData\Local\1Password\app\7\1Password.exe v7.6.783
54008 2020-09-29 20:35:44 585.812s ERR opw_app::nmh:269 > failed app->browser pump opw-ipc\src\lib.rs:438 ReadFile (error code 233: No process is on the other end of the pipe.)

Greg

Hi @byoders,

I am afraid that the logs you shared are not related to the behaviour that you bumped into. If your system uptime is high, could you please try to reboot your computer completely and check if the issue remains after that?

Thanks! :+1:

++
Greg