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1Password8 for Windows will not install

AnneVossAnneVoss
Community Member

I have downloaded the latest 1Password for Windows install yesterday (August 23rd).
I try to install this on my Windows laptop. The following sequence occurs both as regular user and with "run as administrator".
ATTN: I am translating the dialogs as I go along, because apparently and _FRUSTRATINGLY _ 1Password decided to localize the install.
1) Small dialog "Install 1Password 8?" -> Yes
2) Running progress bar "Installing 1Password" for a few seconds.
3) Dialog box (Icon: white cross on red circle background). 1Password cannot complete the installation will undo all changes". Only option is OK
Installation ended.
1Password 7 is installed (by me) and updates to latest versions everytime.
Windows 10 Enterprise 20H2


1Password Version: 1Password8 version august23
Extension Version: Not Provided
OS Version: Windows 10 20H2 Enterprise
Browser:_ Not Provided
Referrer: forum-search:1password8 for windows will not install

Comments

  • ag_mike_dag_mike_d

    Team Member

    Hi @AnneVoss,

    Thanks for your message. I'm sorry to hear of the issues you are experiencing when attempting to install 1Password 8. Installing 1Password doesn't need to be installed as administrator. It's sounds like something else is causing a problem, typically antivirus or antimalware.

    Can you try restarting Windows in Safe Mode with Networking Enabled and then try installing 1Password again to see if this helps with this behaviour. If it does and you are using antivirus or antimalware, I'd suggest excluding the entire 1Password directory (%localappdata%\1Password) to help avoid future issues with updates.

    If you continue to have problems while in safe mode, could send along a zipped copy of the 1Password logs via email to [email protected] so we can help to investigate? Please do not post these details in the forums:
    1. In the Windows search bar copy and paste the following and press enter: %LOCALAPPDATA%\1Password\logs\
    1. Select everything in this folder, and then right-click and choose Send to > Compressed (zipped) folder.
    1. Then, attach that zip file to your email.

    If you could also include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your report in our inbox. Thank you!

  • Hefaistos68Hefaistos68
    Community Member

    I am having the very same issue on a PC that is in an AD domain, I am having local admin rights on request but with or without admin rights it will not install. I do not have the option to safe boot or disable AV or even exclude the OP folder from AV scans as this is not allowed by domain policy. Any other ideas?
    Logs:

    [2022-12-27 11:00:52.024297 +00:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:602: Setup logs path set to : C:\Users\someuser\AppData\Local\1Password\logs\setup
    [2022-12-27 11:00:52.026546 +00:00] INFO [op_log::private] foundation\op-log\src\private.rs:70: system locale detected as 'en-150'
    [2022-12-27 11:00:52.026617 +00:00] INFO [op_log::private] foundation\op-log\src\private.rs:70: en-150 isn't directly supported; falling back to en
    [2022-12-27 11:00:52.026645 +00:00] INFO [op_log::private] foundation\op-log\src\private.rs:70: selected translations for EN_US based on detected locale en
    [2022-12-27 11:00:53.323154 +00:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:516: Starting fresh install to 80910043
    [2022-12-27 11:00:53.582884 +00:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:288: Copying files to C:\Users\someuser\AppData\Local\1Password\update
    [2022-12-27 11:00:53.584182 +00:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:70: copying files to: C:\Users\someuser\AppData\Local\1Password\update\8
    [2022-12-27 11:00:57.123481 +00:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:292: Renaming C:\Users\someuser\AppData\Local\1Password\app to C:\Users\someuser\AppData\Local\1Password\previous
    [2022-12-27 11:00:57.123530 +00:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:128: renaming C:\Users\someuser\AppData\Local\1Password\app to C:\Users\someuser\AppData\Local\1Password\previous
    [2022-12-27 11:00:57.314322 +00:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:170: renaming C:\Users\someuser\AppData\Local\1Password\app to C:\Users\someuser\AppData\Local\1Password\previous
    [2022-12-27 11:00:57.314878 +00:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:300: Renaming C:\Users\someuser\AppData\Local\1Password\update to C:\Users\someuser\AppData\Local\1Password\app
    [2022-12-27 11:00:57.314918 +00:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:170: renaming C:\Users\someuser\AppData\Local\1Password\update to C:\Users\someuser\AppData\Local\1Password\app
    [2022-12-27 11:00:57.316863 +00:00] ERROR [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:54: failed to rollback rename of C:\Users\someuser\AppData\Local\1Password\app to C:\Users\someuser\AppData\Local\1Password\previous. Error: The system cannot find the file specified. (os error 2)
    [2022-12-27 11:00:59.816585 +00:00] ERROR [op_windows_starter::installer] op-windows-starter\src\installer.rs:169: failed to move app files. Error: Io(PermissionDenied)
    [2022-12-27 11:01:02.911802 +00:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:374: starting C:\Users\someuser\AppData\Local\1Password\app\8\1Password.exe 
    [2022-12-27 11:01:02.913281 +00:00] ERROR [op_windows_starter::installer] op-windows-starter\src\installer.rs:201: Failed to start previous app. Error: The system cannot find the path specified. (os error 3)
    
    
  • ag_mike_dag_mike_d

    Team Member

    Hello @Hefaistos68,

    Thanks for your message. I'm sorry for the troubles you are having with the installation of 1Password and that a safe mode restart or excluding the related files/folders is not an option for you. I would suggest reaching out to your local IT team to see if this is something they can assist with. The related 1Password folder can be found here, %localappdata%\1Password and the 1Password.exe is here, %localappdata%\1Password\App\8.

    Optionally, you could try installing 1Password in the browser on this device and use it without the desktop app installed. Let us know if you have any troubles with 1Password in your browser, should you opt for this route.

  • erasmosuderasmosud
    Community Member

    Is this problem recurring? Is it easy to resolve?

  • 1P_Gem1P_Gem

    Team Member

    Hi @erasmosud, thanks for reaching out! This issue is most often caused by security software preventing 1Password from completing the installation. Are you able to try restarting in Safe Mode with Networking, to see if the installation is able to complete successfully there?

    If the issue continues in Safe Mode, I'd like to ask you to send in an email to [email protected] with a zipped copy of your logs - do not post these in the forums. You can retrieve the logs with the steps below:

    1. Open the Start Menu, paste this code into the search field, and press Enter: %LOCALAPPDATA%\1Password
    2. Once you've navigated to this location, right-click the Logs folder, click Copy, and paste a copy of that folder onto your desktop.
    3. Right-click the folder on your desktop, click Send To, then Zipped folder.

    With your email please include:

    You'll receive an automated response from our BitBot assistant with a Support ID. Please post that number here. Thanks!

  • erasmosuderasmosud
    Community Member

    I have no problem sharing the LOG here, actually the problem is that the installer tries to rename a file that doesn't exist, no software is causing it.

    [2023-01-23 01:19:50.518553 -03:00] INFO [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:170: renaming C:\Users\erasmo.carvalho\AppData\Local\1Password\update to C:\Users\erasmo.carvalho\AppData\Local\1Password\app
    [2023-01-23 01:19:50.520125 -03:00] ERROR [op_windows_starter::transaction] op-windows-starter\src\transaction.rs:54: failed to rollback rename of C:\Users\eras\AppData\Local\1Password\app to C:\Users\eras\AppData\Local\1Password\previous. Error:
    The system cannot find the file specified. (os error 2)
    [2023-01-23 01:19:50.575018 -03:00] ERROR [op_windows_starter::installer] op-windows-starter\src\installer.rs:169: failed to move app files. Error: Io(PermissionDenied)
    [2023-01-23 01:19:51.900135 -03:00] INFO [op_windows_starter::installer] op-windows-starter\src\installer.rs:374: starting C:\Users\eras\AppData\Local\1Password\app\8\1Password.exe
    [2023-01-23 01:19:51.900399 -03:00] ERROR [op_windows_starter::installer] op-windows-starter\src\installer.rs:201: Failed to start previous app. Error: O sistema não pode encontrar o caminho especificado. (os error 3)

  • 1P_Gem1P_Gem

    Team Member

    Hi @erasmosud, thanks for getting back to me! The PermissionDenied error and failures to rename and move app files are indicators that something on the device has locked down 1Password's installation directory, and is preventing it from completing the necessary steps for installation. Have you been able to try things out in Safe Mode yet?

  • erasmosuderasmosud
    Community Member

    We are never allowed to enter the security mode of a large company. The error of placing the installation directory in an inappropriate location is the application itself. And the worst thing is that I ended up paying for LastPass to start paying for 1password.

  • 1P_Gem1P_Gem

    Team Member

    Hi @erasmosud, thanks for letting me know! Could you email in to [email protected] so we can dig into things further?

    With your email please include:

    You'll receive an automated response from our BitBot assistant with a Support ID. Please post that number here. Thanks!

  • erasmosuderasmosud
    Community Member

    [#DPC-21725-217]

  • 1P_Gem1P_Gem

    Team Member

    Hi @erasmosud, thanks for posting your support ID! I can confirm that we've received your email, and a member of the team will be in touch with you there shortly 😄

    ref: DPC-21725-217

  • cyraneuscyraneus
    Community Member

    I have the same issue (with the same errors on the log files as @erasmosud). I have currently version 7 of 1Password installed and working. It is also a company managed laptop and going into Safe Mode is not an option.

  • 1P_Gem1P_Gem

    Team Member

    Hi @cyraneus! I'm sorry to hear that you're running into this issue as well. Could you email in to [email protected] with a link to this thread and your forum username, so we can take a closer look?

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