Cannot Update, Remove or Launch 1Password - Windows 10

KRennie
KRennie
Community Member
edited March 2021 in Lounge

User recently began having this issue two weeks ago. We are unable to uninstall, nothing happens. We cannot launch the app, nothing happens. We cannot re-install. It gives an error about security software blocking it. No security software is present. Sophos was disable, issue persists. No malware scanning software installed.

"1Password couldn't complete its update: Web browsers or security software may be preventing 1Password from updating. Close your web browsers, add 1Password to the whitelist in any security software, and then try again. Error: System(5)-permission denied".

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Windows 10
Sync Type: Not Provided

Comments

  • KRennie
    KRennie
    Community Member

    User recently began having this issue two weeks ago. We are unable to uninstall, nothing happens. We cannot launch the app, nothing happens. We cannot re-install. It gives an error about security software blocking it. No security software is present. Sophos was disable, issue persists. No malware scanning software installed.

    "1Password couldn't complete its update: Web browsers or security software may be preventing 1Password from updating. Close your web browsers, add 1Password to the whitelist in any security software, and then try again. Error: System(5)-permission denied".

    1Password Version: Not Provided
    Extension Version: Not Provided
    OS Version: Windows 10
    Sync Type: Not Provided

  • Blake
    Blake

    Hey @KRennie 👋

    system(5)-permission denied is indicative of something blocking the installation directory for 1Password for Windows, keeping the application from updating.

    Sophos is your security software, and even though you've mentioned you've disabled it, did you also reboot your machine after doing so? Most of the time, third party security software doesn't "release" the lock it generally keeps on installation directories until after a reboot occurs.

    Likewise, have you tried whitelisting the 1Password installation directory from within Sophos as well? That might be an easier way for us to narrow things down further there.

  • KRennie
    KRennie
    Community Member
    edited March 2021

    @Blake The machine was rebooted after disabling. I can look at whitelisting but this isn't an issue on any other machine running 1Password. Perhaps its just a Windows issue? Several Mac's use it with Sophos just fine.

    What needs to be whitelisted? Why was I able to install it without whitelisting it? Why can't I remove it either?

  • KRennie
    KRennie
    Community Member

    Is there a more formal support channel? Phone, ticket?

  • ag_ana
    ag_ana
    1Password Alumni

    @KRennie:

    You can certainly email us if you prefer :+1: Please feel free to send us a message to support+forum@agilebits.com. After you have sent the email, please feel free to post the ticket number you received so we can locate your message and connect it with this forum discussion.

    Looking forward to your message!

This discussion has been closed.