Beta Installation Failure - Windows

jkane001

I keep getting an installation failure message on the latest beta (The current version I have installed is 8.6, so this is apparently my first attempt to install the beta). The message is "1Password was unable to complete installation and will roll back and changes."

I checked Event Viewer (I'm in Windows 10), and I see this "Audit Failure" message:

A privileged service was called.

Process:
Process ID: 0x1898
Process Name: C:\Users\176664\AppData\Local\1Password\app\8\1Password.exe

Service Request Information:
Privileges: SeTcbPrivilege

No clue if that's related, but figured I'd include it in case. Anything else I can offer to help w/ that error?

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1Password Version: 8.7 beta
Extension Version: Not Provided
OS Version: Windows 10

jkane001

FYI, I uninstalled 8.6, tried installing 8.7, and still got the same error (including the "roll back changes" part). Downloaded and installed 8.6 again, and it worked just fine - but all I had to do to get my vault open was enter my master password, so I'm not sure it fully uninstalled when I tried to start clean.

MikeT

Hi @jkane001,

Thanks for writing in, I apologize we didn't reply sooner.

It is strange that it said a privileged service was called but we don't require any privileges to install or uninstall 1Password.

Are you still having this issue with the latest 8.7 nightly build?

Also, can you confirm that your system is not managed by a company or an IT administrator?

jkane001

Nightly build still fails the same. The annoying thing is it will continue to try now, throwing an error every time, until I uninstall and re-install the non-beta.

And I cannot confirm that, as this computer is indeed a company-managed laptop.

MikeT

Hi @jkane001,

And I cannot confirm that, as this computer is indeed a company-managed laptop.

Ahh, that might be the issue. It may be restricted by a company policy but we didn't change anything that would require more rights, in fact, we minimized the rights required. It could be something else such as your anti-virus solution might not like the change.

Could you send us your diagnostics report from 1Password?

Here's how to generate the report on Windows

Please email the report to support+forum@1password.com and in your email, also include:

• A link to this thread: https://1password.community/discussion/comment/633386/#Comment_633386
• your forum username: jkane001

Thanks.

jkane001

Sigh - and while I was able to uninstall the beta and reinstall the stable version yesterday, today I cannot. So now I have no 1Password Windows app. At least I have the Chrome plugin still... I'll work on the report ASAP.

jkane001

Well, strike that. To generate the report, I have to have 1Password installed. So... no, I cannot do that.

MikeT

Hi @jkane001,

and while I was able to uninstall the beta and reinstall the stable version yesterday, today I cannot.

That's unusual, is it possible there has been recent changes to your system that may be blocking 1Password? We have not changed how the installation work in any builds for a long time now.

Can you check for Windows updates and try rebooting to see if it helps.

If not, we can try removing the old app files. The app directory is in this path: %LOCALAPPDATA%\1Password

If you open Windows Explorer and enter that path in the address bar, you should see your 1Password folders including your data file along with the app folder.

If you go into the app folder, you should see 8 folder, you can move that folder to desktop and then close Windows Explorer. Try downloading and running the 1Password 8.6 stable installer. (It may not work because it isn't a clean removal, we'd have to update the registry to remove it fully, I can help with that in the next reply if you've experienced it).

jkane001

Nope, still fails. I can see if there's anyone who can speak to if 1Password is blocked specifically, or if any other changes were made to prevent certain installations. I have admin rights on the box, that seems weird, but maybe?

MikeT

@jkane001, just to confirm, you've already deleted the 8 app folder and installing still fails?

Does it only fail in your Windows profile or do you have another Windows profile on your computer you could try?

jkane001

Yes, I had deleted the folder, then reinstalled the stable version, and it failed again.

I don't have another profile I can test with on this machine. FWIW, I'm about to be away from work for several weeks, with a couple days here and there where I'm in - so I might not be able to continue testing until Mid-April.

MikeT

@jkane001,

Can you send us your setup logs from your 1Password directory, it doesn't need an app to be running.

Here's how:

1. Open Windows Explorer and enter the following in the address bar: %LOCALAPPDATA%\1Password\
2. Zip the logs folder, please review them if you want, no private data is collected in these logs. The setup/installation issues would be logged in the logs\setup folder.
3. Attach the zip to an email addressed to us at support+windows@1password.com.
4. Include your forum username: jkane001 and the link to this thread: https://1password.community/discussion/128101/beta-installation-failure-windows inside the email body, this is so that we can connect the email to the thread and send the email.
5. Please reply here that you sent the email and got a Bitbot reply with a support ID, so we can find the email and follow up.

Thanks!

jkane001

Email sent. I imagine the reply is churning in a corporate holding bin, which I should get a copy of tomorrow. Sigh.

I'll update w/ the Support ID if that's needed, once I get that.

PeterG_1P

Hi @jkane001, I have retrieved your ticket from the Corporate Bin of Holding, and our team will get back to you as soon as we can. Thank you for writing in, and we'll continue the conversation over there!

jkane001

Thanks, I've been communicating via the email chain, but wanted to follow up here to provide an update publicly: I've got the latest update installed now, and continue to discuss w/ 1Password support to ensure that I understand the root cause. I imagine I need to communicate that to the IT dept of my company, so that they can fix whatever they (seemingly) broke.

FWIW, my comment about "the reply is churning in a corporate holding bin," was directed at my corporation, not 1Password's. I thought I was supposed to get an automated reply when I sent the logs, and expected a Support ID that you needed me to include here, but never got that. I assumed it was in email purgatory that my company likes to put emails from outside vendors into.

PeterG_1P

Thank you for the public update, @jkane001. As always, it's our pleasure to assist you when issues like this come up - and to do whatever we can to pre-empt them from occurring in the future. Thanks for your patience with the issue!