After installing 1Password Icon dissapears in taskbar when hovering

Hurnfigur

Hey guys, I recently have a problem with my 1password installation/execution.
I don't know how often I installed and reinstalled the app the last few days, I can't make it to work. Every time I want to install 1password, the icon in the taskbar will show up and when hovering over it, it suddenly dissapears. I can't do anything so I looked up for the log-file and this is what I've found:

`7144 2020-12-29 01:21:13 0.113s ERR opw_app::nmh:269 > failed app->browser pump opw-ipc\src\lib.rs:438 ReadFile (error code 109)

7144 2020-12-29 01:21:18 13.618s ERR opw_app::nmh:269 > failed app->browser pump opw-ipc\src\lib.rs:438 ReadFile (error code 109)

7144 2020-12-29 01:21:55 48.650s ERR opw_app::nmh:216 > opw-base\src\error.rs:281 permission denied (error code 5)

7144 2020-12-29 01:24:38 205.559s ERR opw_app::nmh:269 > failed app->browser pump opw-ipc\src\lib.rs:438 ReadFile (error code 109)`

What I tried so far:

• run it as admin
• run it in compatibility mode
• tried different version(s)
• manually deleted C:/user/---/AppData/Local/1Password directory

Now I am out od Ideas...

---

1Password Version: 7.6.785
Extension Version: Not Provided
OS Version: Windows 10 (20H2)
Sync Type: Not Provided

DenalB

Hi @Hurnfigur ,

Are you using an Anti-Virus software? Did you try to disable it?

tried different version(s)

Did you also try the latest beta build? You can find it here: https://app-updates.agilebits.com/download/OPW7/Y
Maybe it fixes the problem...

Hurnfigur

Short update:

• Latest 1password Beta build - same result.
• rolled back WIN 10 20H2 (2009) to 20H1 (2004) - same issue
• started WIN 10 safemode with 1704 build - works.

So the latest two updates won‘t allow me to run 1password.
I can provide any logs if required and hope I am part of the 0.00001% with exact this build and hardware configuration which is not working.

DenalB

@Hurnfigur
This seems to be a very strange issue...

But you didn't answer my question concerning your Anti-Virus software? Are you using Windows Defender or maybe a 3rd-party-product, which you could disable for the moment of testing?

It looks like Windows is not able to read the files. Maybe a software is blocking here or maybe 1Password is installed in a folder where the access rights don't fit? :/

Blake

Hey @Hurnfigur 👋

If 1Password for Windows worked properly whenever you rebooted your machine into Safe Mode -- then that gives us a pretty good idea that this isn't a Windows-related issue, but likely something else interfering with 1Password.

To follow-up on @DenalB's line of questioning, are you using any anti-virus solutions outside of the built-in Windows Defender?

Xusso

Hi,

Same problem here. 1Password has been working without issues on my W10 computer until today. When I start it, the icon in the taskbar dissapear and app is not launched.

I tried to reinstall the app to the last available version (7.6.785). I also disabled my antivirus (Avira) without success.

Logs:
17604 2021-01-02 21:08:10 0.000s INFO opw_app::app:102 > starting chromium extension chrome-extension://aomjjhallfgjeglblehebfpbcfeobpgk/ role C:\Users\jm7\AppData\Local\1Password\app\7\1Password.exe v7.6.785
4288 2021-01-02 21:08:26 0.000s INFO opw_sqlite::db:238 > database schema: 711
file: C:\Users\jm7\AppData\Local\1Password\data\1Password10.sqlite
app: C:\Users\jm7\AppData\Local\1Password\app\7\1Password.exe
4288 2021-01-02 21:08:26 0.002s INFO opw_app::app:167 > starting main role C:\Users\jm7\AppData\Local\1Password\app\7\1Password.exe v7.6.785 with hidden UI
15892 2021-01-02 21:08:11 0.000s INFO opw_sqlite::db:238 > database schema: 711
file: C:\Users\jm7\AppData\Local\1Password\data\1Password10.sqlite
app: C:\Users\jm7\AppData\Local\1Password\app\7\1Password.exe
15892 2021-01-02 21:08:11 0.002s INFO opw_app::app:167 > starting main role C:\Users\jm7\AppData\Local\1Password\app\7\1Password.exe v7.6.785 with hidden UI
15892 2021-01-02 21:08:11 0.078s INFO opw_app::roles::main:548 > Online update check: No new updater file found for Stable channel
15892 2021-01-02 21:08:11 0.116s INFO opw_app::roles::main:1362 > empty database, starting welcome workflow
15892 2021-01-02 21:08:11 0.158s INFO opw_app::roles::main::unlock:76 > app unlocked with master password
15892 2021-01-02 21:08:11 0.159s INFO opw_network::proxy:127 > loaded AutoDetect proxy - address: false, username: false, password: false
15892 2021-01-02 21:08:11 0.183s WRN opw_app::watchtower::compromised_sites:81 > failed to decrypt the local compromised sites db, will download a fresh one to retry. : opw-opvault\src\key.rs:161 hmac failure
15892 2021-01-02 21:08:11 0.187s INFO opw_app::browsers::opx:321 > hello from C:\Program Files (x86)\Google\Chrome\Application\chrome.exe by Google LLC. Extension version 4.7.5; uuid 1DD05270F6EC9A74A466629045D02FBE; capabilities NextGenFillItem, Synapse, AddB5, auth, auth-sma-hmac256, aead-cbchmac-256, CoalesceDocuments.
15892 2021-01-02 21:08:11 0.343s WRN opw_app::watchtower::compromised_sites:81 > failed to decrypt the local compromised sites db, will download a fresh one to retry. : opw-opvault\src\key.rs:161 hmac failure
15892 2021-01-02 21:08:11 0.448s INFO opw_network::proxy:175 > network connection test successful
15892 2021-01-02 21:08:11 0.498s INFO opw_network::proxy:55 > AutoDetect network proxy detection enabled
15892 2021-01-02 21:08:11 0.498s WRN opw_app::watchtower::compromised_sites:81 > failed to decrypt the local compromised sites db, will download a fresh one to retry. : opw-opvault\src\key.rs:161 hmac failure
15892 2021-01-02 21:08:11 0.663s INFO opw_app::watchtower::compromised_sites:40 > loaded 4936 compromised websites in 4ms
15892 2021-01-02 21:08:12 0.677s INFO opw_app::watchtower::compromised_sites:40 > loaded 4936 compromised websites in 5ms
17604 2021-01-02 21:08:46 30.155s ERR opw_app::nmh:269 > failed app->browser pump opw-ipc\src\lib.rs:438 ReadFile (error code 109)
17604 2021-01-02 21:12:41 261.613s ERR opw_app::nmh:269 > failed app->browser pump opw-ipc\src\lib.rs:438 ReadFile (error code 109)

Thanks for your support!

Hurnfigur

Hi again,

Sorry for the missing information.

@DenalB @Blake
No, there is no third-party AntiVir on my system - only Windows Defender.

@Xusso
The last two lines are exactly what I am facing right now (error code 109)

I haven't installed any additional software since (July or August) and I am pretty sure it worked back then.
I haven't changed any directories. Default installation path.

Blake

@Xusso @Hurnfigur while the (error code 109) shouldn't be causing the troubles you're both seeing, there might be something else going on that we aren't fully aware of quite yet.

Could you both create a diagnostics report for 1Password, and then include that diagnostic in an email to support+windows@1password.com so that we could take a closer look at what is going on? 🔎

Make sure to mention this forum post, or even include a link to it in the body of your email so we can track it down a bit easier.

Hurnfigur

@Blake the problem here is, we can't even open 1password so no chance for a diagnostics report. It doesn't make sense in Safe Mode, isn't it?

PS.:

So what else I noticing is the fact that after a restart of the machine, I can once click on 1password from the tray and choose 'open mini app' / 'Settings' and so on and so forth but it won't even show up in the Windows task manager running in the background or anything? Looks like 1pasword is immediately force closing.

DenalB

Looks like 1pasword is immediately force closing.

For me, it sounds like 1Password is blocked from another software / process... :'(

Xusso

Same here, as I cannot open 1Password, I cannot create a diagnostics report :(

Blake

Hmm... I think you're on the right track @DenalB 👀

@Xusso @Hurnfigur is it possible for you to attempt to reboot your machine into Safe Mode with networking enabled to see 1Password works properly there?

That would give us a pretty solid answer as to whether something else is interfering with 1Password for Windows.

Start your PC in safe mode in Windows 10

Xusso

Hi,

1Password started successfully after rebooting into Safe Mode as @Blake proposed. Now when I start in normal mode 1Password icon doesn't dissapear when I hover the mouse pointer over it, but nevertheless nothing is hapenning when I double click on the icon or right-button click on it and select any of the options (Open 1Password, Settings, etc).

The only entry appearing in the log file each time I click on the icon or select Open 1Password application is the following one:

12492 2021-01-07 15:11:49 167.226s ERR opw_app::roles::main::unlock:255 > opw-ipc\src\lib.rs:438 ReadFile (error code 109)

Thanks again for your support.

Hurnfigur

Hi again,

Exact same behavior as @Xusso
The only thing I can think of changing over the last few months was the Nvidia graphic cards driver. @Xusso do you also have a Nvidia graphics card in your rig? If so, which version of drivers installed?

BR

Xusso

Yes @Hurnfigur, I also have a NVidia card (driver version 460.89) but I have a new clue: 1Password is working perfectly in my wife’s W10 session in the SAME computer!

@Hurnfigur, can you try that? If you don’t share your computer you could try to create a new user in W10 and check if 1P is running properly there.

DenalB

I also have a Nvidia card installed and are using the current driver. I don‘t have this issue. 🤔

If you don’t share your computer you could try to create a new user in W10 and check if 1P is running properly there.

But that should a temporary solution only. I look forward to the result of the test from @Hurnfigur . 👍

Hurnfigur

@Xusso You Sir made my day!!

I created a local user in WIN10 for my wife and 1Password runs without any issues! Wow, this is something I didn't expect!
So same machine, same drivers and programs, but a different user does the trick!

Thank you!

DenalB

@Hurnfigur
Nice to hear that this works for you. :+1:

But I think that the problem should be solved. Creating a new profile cannot be a solution for all users. @Blake, is there any information that could help to find the cause?

Blake

If creating a new user-profile within Windows 10 worked for both of you, @Hurnfigur and @Xusso -- then it sounds like there's more happening behind-the-scenes then I might have first thought.

Since you're unable to create a Diagnostics Report, can you both pop open the %LOCALAPPDATA%\1Password folder within Windows File Explorer, and zip up the "logs" folder found there and include that in an email to support+windows@1password.com so we can hopefully get to the bottom of things with you?

Hurnfigur

Hi @Blake

Thank you - Done with a link to this thread.

BR

Blake

Awesome! Thanks!

Just so I can find it easier, can you post the Support ID you should've received in a reply to your email? It should look something like [ABC-12345-678]

Hurnfigur

Hi @Blake

Unfortunately I haven't received any reply email with Support ID. Also checked the spam?!

ag_ana

@Hurnfigur:

Did you email us using the same email you use here on the forum?

Hurnfigur

Hi @ag_ana

No, I sent the mail from a different address: [removed by 1Password staff because it included personal information-- this is a public forum]
Thank you.

ag_ana

@Hurnfigur:

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

I have also removed your email address from your post for your privacy :+1:

ref: ABZ-96351-738

Xusso

Hi,

I have just sent the zipped logs directory by email. I used the same email account I use in this forum. I didn't receive any response email with any Support ID.

Thanks!

Greg

Hi @Xusso,

We found your logs on our side. We will take a look and get back to you soon! :+1:

++
Greg

ref: ULK-21315-155

Hurnfigur

Hi @Xusso

Do you have MSI Afterburner with Rivatuner Statistics Server installed?
When deactivating Rivatuner Statistics Server at Windows Startup, 1Password is running as it should.

@Greg @Blake
JFYI: Rivatuner Statistics Server is causing all these issues.

DenalB

Rivatuner Statistics Server is causing all these issues.

I also used MSI Afterburner and Rivatuner Statistics Server for a long time until a few weeks ago. I can't remember that this was an issue for me...

Xusso

OMG @Hurnfigur, that was the problem for me too! I disabled Rivatuner Statistics Server and now 1Password is running perfectly! Thanks very much for sharing this solution with me, much appreciated!

Thank you very much to the 1Password support team for their excellent support and patience trying to help with this issue :)

Greg

@Xusso: On behalf of our support team and our community here you are very welcome! :) :+1: We are glad to hear it is working correctly now.

Feel free to reach out to us anytime, we are always ready to help.

Cheers,
Greg