Failed to install app on new Surface Pro 7, Windows 10

Hi there,
Fresh new Surface Pro 7, configured to stay in Windows 10 Home, latest patch. Has almost nothing running in it, enough disk and memory space. Downloaded the latest app multiple times today from 1password.com (not available in Microsoft Store), but installation always fails with simple message:

"1Password was unable to complete installation and will roll back any changes"

Could not find anything in the "Event Viewer"
Any clues where to look for more clues?

Thanks


1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided

Comments

  • PeterG_1PPeterG_1P

    Team Member

    Hello @1Passwodruser256! Very sorry to hear of this issue you've encountered. Is this device by any chance running in S Mode? If so, you'll be unable to install any apps on this device unless they're from the Windows Store. Here's how you can check:

    1. In the Windows Search bar (there one where it says "Type here to search") type Settings and hit Enter.
    2. Go to System > About and look for the System Specifications section further down the page
    3. If you're in S Mode, it should say so here.

    Let me know if this is true to your case - we look forward to helping you resolve this fully!

  • Hi PeterG,
    Thank you for the direction and nopes, it is running regular Windows Home. We installed a bunch of other stuff from third-party vendors, but it is impossible to install 1Password.

    Other clues?

  • Dayton_agDayton_ag

    Team Member

    Hey there @1Passwodruser256, is it possible you have an antivirus program installed? These programs, particularly the ones that advertise active malware defenses, tend to "lock down" the folder that 1Password installs to. If possible, booting your device into Safe mode and re-trying the 1Password install works to bypass this. Once installed, we suggest adding 1Password to your antivirus software's Exclusion list so 1Password can continue to update itself when needed. :smile: If you run into any issues with the install process, shoot us an email at [email protected] and we'll be happy to help out! :smile:

  • Hi Dayton_ag

    It is fixed now!
    You were right, there's silent collision with Immunet antivirus. It has been working like a charm for many many years in my other system but this time it is not working on that new Surface nor in another old Asus machine that only required 1Password upgrade to 9.828.

    The strange thing was that no logs or events could point to the problem or collision, but I've tested twice the following procedure and it works:

    1. Start CMD, run as admin
    2. Stop Immunet Service: net stop immunetprotect
    3. Search 1Password install or upgrade 1Password. Proceed
    4. Start Immunet Service: net start immunetprotect

    Thank you for the support
    :)

  • 1P_Claudio1P_Claudio

    Team Member

    I'm pleased to hear that you've been able to get things set up now @1Passwodruser256!

    As Dayton mentioned, it's possible that antivirus software can interfere with the installation of 1Password. It's possible that there was a recent update which erroneously flagged 1Password, or the way in which the antivirus operates by "locking down" install directories has changed.

    Drop us a line if there's anything more we can do. :+1:

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