After installing 1Password Icon dissapears in taskbar when hovering

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

«1

Comments

  • 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...

  • 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.

  • @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? :/

  • BlakeBlake

    Team Member

    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?

  • 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!

  • 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.

  • BlakeBlake

    Team Member
    edited January 5

    @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 [email protected] 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.

  • HurnfigurHurnfigur
    edited January 6

    @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.

  • Looks like 1pasword is immediately force closing.

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

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

  • BlakeBlake

    Team Member
    edited January 7

    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

  • 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.

  • 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

  • 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.

  • 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 . 👍

  • @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!

  • @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?

  • BlakeBlake

    Team Member

    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 [email protected] so we can hopefully get to the bottom of things with you?

  • Hi @Blake

    Thank you - Done with a link to this thread.

    BR

  • BlakeBlake

    Team Member

    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]

  • Hi @Blake

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

  • ag_anaag_ana

    Team Member

    @Hurnfigur:

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

  • HurnfigurHurnfigur
    edited January 10

    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_anaag_ana

    Team Member

    @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

  • 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!

  • GregGreg

    Team Member
    edited January 11

    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

  • 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.

  • DenalBDenalB
    edited January 16

    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...

  • 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 :)

  • GregGreg

    Team Member

    @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

This discussion has been closed.