How to report crashes?

cortig

1Password 8.6.0-3.NIGHTLY is crashing in the background on a somewhat regular basis on one of my Mac.
How should-I report the crashes? Where/how do you want the crash logs?

Corentin

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1Password Version: 8.6.0-3.NIGHTLY
Extension Version: Not Provided
OS Version: 10.15.7

PeterG_1P

Hi @cortig, sorry to hear about these crashes. We'll be happy to take a look at the data and find out what's behind it.

There are two sources of data that could be helpful, if you can get them:

1. Diagnostic report - this is generated by 1Password. You can get this by unlocking the app, then selecting Preferences > Advanced > Send Diagnostics. This will create a file you can attach to your reply to us.

We do understand that in situations where the app crashes rapidly or repeatedly, it may not be possible to get this. That's OK, there's still...

2. The console! You can go to Spotlight and search for Console.app. When the console appears, go to Crash Reports. There may be a bunch of entries here related to 1Password. If you copy / paste the whole thing into a file and send it to us, we'll be interested to check it out.

Of course, both of these involve specifics of your app and system, so we'll ask that you email us at support+mac@1Password.com when you're ready to share this data, rather than sharing in a public forum. 👍

cortig

I just sent the files. Let me know if you need anything else.

Corentin

ag_tommy

@cortig

Sounds good. Hopefully, we'll have something to share tomorrow when the dev team can review this. Let's keep the conversation going via email as we have a direct line of communication going.

ref: RRX-67394-787

snozdop

Does it crash when downloading a new nightly (either on its own schedule or after clicking Check for Updates)? If so, it sounds like the same thing I'm experiencing:

https://1password.community/discussion/126972/mac-crashes-after-downloading-latest-nightly-before-installing#latest

cortig

Does it crash when downloading a new nightly (either on its own schedule or after clicking Check for Updates)? If so, it sounds like the same thing I'm experiencing:

I wouldn't know for sure. It happens in the background for me so I'm not quite sure what the app is doing at the time. It might be attempting to download a nightly build indeed.

Corentin

PeterG_1P

Thanks @snozdop and @cortig, we are actively looking into this one and hope to have more for you soon. This may have also been fixed in the most recent Nightly, but we're waiting to hear from folks who've been affected to confirm that that's the case. Anything you can tell us will be helpful!

cortig

@PeterG_1P not fixed yet. The process still crashes in the background when I check for updates.
It’s a bit weird though, it first says “Downloading update…”, then crashes, then reports that I’m up to date.
I wonder whether it might crash during the update process, then think it’s up to date even though the update wasn’t applied.
Is there a direct link somewhere for the latest nightly? I can’t seem to be able to find it. My build says “80600003” but I have no way to figure out whether it is indeed the latest or not.

cortig

I found the installer (not sure it installs the latest beta or the latest nightly build). It’s downloading the app… then it simply tells me something went wrong :-\

snozdop

Direct links to the nightlies.

https://downloads.1password.com/mac/1Password Nightly.zip

I'm on 80600027 so need to wait until the next nightly release to see if it updates without issue.

[Moderator's Edit: Updated with the latest link]

cortig

Thanks a million @snozdop !!
I was faaaar behind. It looks like the crasher in this older build prevented updating altogether.

PeterG_1P

Likewise thank you @snozdop for providing that link.

We'll look forward to hearing how things are for you with the Nightly. We're tracking this one!

snozdop

I've just tried using the built-in updater to update from the manually downloaded 80600027 Nightly, but unfortunately it still crashes after the download, but before installing.

I've now downloaded the 80600028 Nightly manually so I'll try again tomorrow for the next nightly release.

cortig

I've just tried using the built-in updater to update from the manually downloaded 80600027 Nightly, but unfortunately it still crashes after the download, but before installing.

Same thing for me…

Corentin

snozdop

I've just tried to use the built-in updater again to update from the 80600028 NIGHTLY to today's release (80600030), but it still crashes after downloading the update.

Although I was told changes have been made recently, the last few nighties haven't fixed it for me unfortunately.

PeterG_1P

Hi folks, I've dug through the depths of 1Password's Infinite Records System™ and discovered that there's still work ongoing to fix this - so sorry about the disruption in the meantime. If you need to get going with a working copy of 1Password, let me know and our team will be happy to assist. And in the meantime we'll get this fixed up as fast as we can!

@snozdop we'd be happy to look into the specifics for you, as well, to verify that the issue you're encountering is what we think it is. Feel free to email us at support@1Password.com and we'll get a move on.

(please note we don't actually have a trademark on Infinite Records System, I am just joking - although maybe we should)

snozdop

Today I was able to update from the 80600041 Nightly to the 80600045 Nightly just using the built-in updater, without any crashes - so looks like this issue is fixed now.

James.Dressel_1P

Thanks @snozdop. We have a good handle on the issue, and are putting some finishing touches on it. As it stands, the browser integration may be broken. Once it's fixed, you should see browser integration working again on the following time you update.