Beta Installation Failure - Windows

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!

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.

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!

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.

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!

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.

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?

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?

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).

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