8.4.1 fails to upgrade to 8.5.0

USMA56795

1Password on Windows fails to upgrade to 8.5.0, either from within the app or via direct download and installation.

Error Message: 1Password was unable to complete installation and will roll back any changes.

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1Password Version: 8.4.1
Extension Version: 2.2.3
OS Version: Windows 11 21H2 (22000.434)
Referrer: forum-search:8.4.1 fails to upgrade to 8.5.0

Blake

Hey @USMA56795 👋

Generally this sort of error is due to 1Password being blocked from updating by another program like Anti-Virus or Anti-Malware Software, such as Norton, McAfee, MalwareBytes, etc. If you're using one of these tools, try temporarily disabling them and updating again to see if that gets things going.

Likewise, sometimes a pending Windows 10/11 update can also cause this same error. Try checking for any available Windows updates and install them if they're available, and then restart your machine.

Let us know what your results look like! 😄

USMA56795

Just using Windows Defender, Crowdstrike, and Netskope for security software. No pending updates.

Does the installer leave a log file anywhere?

Edit: Interestingly, Apps & features says that 8.5.0 is installed, even though the app itself says it's 8.4.1.
Double edit: I found the installer log file
[2022-02-07 09:45:05.368845 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:576: Setup logs path set to : C:\Users\redacted\AppData\Local\1Password\logs\setup [2022-02-07 09:45:05.376927 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:483: Updating from 80401002 to 80500121 [2022-02-07 09:45:05.545949 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:267: Copying files to C:\Users\redacted\AppData\Local\1Password\update [2022-02-07 09:45:05.546664 -05:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:70: copying files to: C:\Users\redacted\AppData\Local\1Password\update\8 [2022-02-07 09:45:08.899697 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:271: Renaming C:\Users\redacted\AppData\Local\1Password\app to C:\Users\redacted\AppData\Local\1Password\previous [2022-02-07 09:45:08.899770 -05:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:128: renaming C:\Users\redacted\AppData\Local\1Password\app to C:\Users\redacted\AppData\Local\1Password\previous [2022-02-07 09:45:09.076678 -05:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:170: renaming C:\Users\redacted\AppData\Local\1Password\app to C:\Users\redacted\AppData\Local\1Password\previous [2022-02-07 09:45:09.078511 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:279: Renaming C:\Users\redacted\AppData\Local\1Password\update to C:\Users\redacted\AppData\Local\1Password\app [2022-02-07 09:45:09.078563 -05:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:170: renaming C:\Users\redacted\AppData\Local\1Password\update to C:\Users\redacted\AppData\Local\1Password\app [2022-02-07 09:45:09.393541 -05:00] ERROR [op_windows_starter::installer] op-windows-starter\src\installer.rs:156: failed to move app files. Error: Io(PermissionDenied) [2022-02-07 09:45:09.393621 -05:00] INFO [op_log::private] foundation\op-log\src\private.rs:70: system locale detected as 'en-US' [2022-02-07 09:45:09.393668 -05:00] INFO [op_log::private] foundation\op-log\src\private.rs:70: selected translations for EN_US based on detected locale en-US [2022-02-07 09:45:27.023075 -05:00] INFO [op_log::private] foundation\op-log\src\private.rs:70: Installed BrowserSupport manifest for chrome extension [2022-02-07 09:45:27.023202 -05:00] INFO [op_log::private] foundation\op-log\src\private.rs:70: Installed BrowserSupport manifest for firefox extension [2022-02-07 09:45:27.023350 -05:00] INFO [op_log::private] foundation\op-log\src\private.rs:70: Installed BrowserSupport manifest for edge extension [2022-02-07 09:45:27.152029 -05:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:348: starting C:\Users\redacted\AppData\Local\1Password\app\8\1Password.exe

Any idea what permission could be getting denied?

Blake

Does the installer leave a log file anywhere?

If you could create a diagnostics report for 1Password, and then include that Diagnostic Report in an email to support+windows@1password.com, all of the log files will be included there, and we should be able to dig a bit further into what's causing the installation failure.

USMA56795

Done.

kurtd

Same issue here. Also, when I click what's new, 8.5.0 doesn't exist which is a bit scary but I did find it by searching the world wide web.

AliH1P

Hey @USMA56795, we've received your email and will be in touch with you soon!

Hi @kurtd, I'm sorry to hear you're experiencing the same issue. Could you also create a diagnostics report from your Windows PC and attach it to an email addressed to support+windows@1Password.com:

Sending a Diagnostics Report (Windows)

With your email please include:

• A link to this thread: https://1password.community/discussion/comment/628178
• Your forum username: kurtd

Once we get your email we'll investigate things further. Thanks!

Ali

kurtd

I closed all the web browsers and then the update worked.

AliH1P

Hey @kurtd, thanks for letting us know. I'm glad to hear the update worked!

Reach out to us if the issue ever reoccurs and we'll be happy to look into things for you 🙂