1Password 8 not working in some Mac user accounts

markbot

Dear Helpers,

Got v8.8 up and running well, so far so good.

Except --

I have multiple user accounts on my iMac and v8 won't open up in at least one of them, which happens to be an Admin account. I tried giving it Read/Write access to the app, but no joy.

I get two error messages:

1. 'The Application "1Password.app" cannot be opened.'

2. '..cannot be opened because of a problem.
   Check with the developer to make sure .. works with
   this version of macOS. You may need to reinstall the
   application. Be sure to install any available updates for
   the application and macOS.

   Click Report to see more detailed information and
   send a report to Apple.'

   (Note: in message #2, the two dots appear in message text as written, and not "1Password.app")

   As I say, v 8.8 works flawlessly (including in browsers) in another Standard Mac user account.

   Any thoughts as to what I might try?

Thanks,

-Mark

---

1Password Version: 8.8
Extension Version: 2.3.5
OS Version: 10.15.7
Browser:_ Firefox 103.0.2/Safari
Referrer: forum-search:user accounts mac

RTPeat

Ironically having spent the past couple of days searching on here for similar problems, and raised a support request to 1Password which two days later hasn't been responded to, I'm glad we're not alone with this.

We're using 1Password for Families, and although I've been running version 8 for a while on my Mac, I'd not until this week upgraded the older Mac that my kids share. As with Mark it works fine for the account that installed version 8, but crashes on opening on any of the other accounts whether or not they are admins.

Having taken a look at the crash, it's failing to open part of the Electron framework or a dependency, as with Mark I've tried various things including repairing permissions and reinstalling. I'm currently considering just rolling that MacBook back to version 7 as having spent a lot of time encouraging the kids to use decent passwords they're now a bit stuck not able to use 1Password because of this problem.

Jack.P_1P

Hi @RTPeat / @markbot:

Thanks for reaching out. I'll need to take a closer look at your specific email conversation @RTPeat and respond to you there, but we're actively investigating this.

@markbot:

Can you please share the crash report with us at support+forum@1password.com? Include your username markbot and a link to this thread: https://1password.community/discussion/132881/1password-8-not-working-in-some-mac-user-accounts#latest and I'll able to take a closer look. After emailing in, you'll receive a reply from BitBot with a support ID like [#ABC-12345-678]. Post that here and I'll be able to locate your message.

Jack

ref: dev/core/core#14740
ref: CDR-13725-481

markbot

Dear Jack,

I sent in a crash report as you requested.

The support ID from BitBot's return email is:

[#PTL-44678-119]

If there is anything else you need from me, please let me know.

Thanks again for your help.

markbot aka Mark

P.S. I included my handle, 'markbot', but it appears to have been autocorrected to 'market.'

markbot

CORRECTION:

Dear Jack,

I RE-SENT the crash report including my username (markbot -- not 'market') and I sent it from the Gmail address I use with 1Password support.

The support ID which came back this second time is:

[#DIX-57843-291]

Best regards,

Mark aka markbot

Jack.P_1P

Hi @markbot:

I was able to locate your message, so I'll take a look and get back to you there. Thanks!

Jack

ref: DIX-57843-291

markbot

Dear Jack,

(I sent you this message via email, but I'm duplicating it here.)

The fix (which involved opening Terminal.app and changing some permissions in Password.app from the command line) you emailed to me worked.

1Password is opening properly in all Mac accounts.

Thank you for your help.

Best regards,

-Mark aka markbot

P.S. I note that your fix came only a day after I submitted my support message. Special thanks for that. You might want to post the fix here, until such time as the app itself can be updated to resolve the issue.

andrew.l_1P

Appreciate the update here, @markbot! On behalf of Jack, you're very welcome. 😊

You know where to find us if you have any questions in the future. 👍🏻

fl6nders

Hi,

Could you please share the solution here?
I'm facing the same problem.

Thanks,
Hans

Jack.P_1P

Hi @fl6nders:

To verify that this is the specific issue you're experiencing, can you please share the crash report with us at support+forum@1password.com? Include your username fl6nders and a link to this thread: https://1password.community/discussion/132881/1password-8-not-working-in-some-mac-user-accounts#latest and I'll able to take a closer look. After emailing in, you'll receive a reply from BitBot with a support ID like [#ABC-12345-678]. Post that here and I'll be able to locate your message.

Jack

fl6nders

Hi, I received following support ID: [#QKY-28757-457] .

FragileBits

Same issue for two of my family members on their shared iMac.

Support ID #WAL-23788-774 refers

lasllcap

I have the same problem. My account works just swell , but my wife’s account (same machine [catalina 10.15.7] ) no joy there.

Crash report:
Process: 1Password [3586]
Path: /Applications/1Password.app/Contents/MacOS/1Password
Identifier: 1Password
Version: 8.9.4 (8.9.4.125339)
Code Type: X86-64 (Native)
Parent Process: ??? [1]
Responsible: 1Password [3586]
User ID: 503

Date/Time: 2022-09-12 09:51:13.072 -0600
OS Version: Mac OS X 10.15.7 (19H2026)
Report Version: 12
Anonymous UUID: 74C840C2-DA4A-CD41-70BC-09979F810689

Time Awake Since Boot: 1200 seconds

System Integrity Protection: enabled

Crashed Thread: 0

Exception Type: EXC_CRASH (SIGABRT)
Exception Codes: 0x0000000000000000, 0x0000000000000000
Exception Note: EXC_CORPSE_NOTIFY

Termination Reason: DYLD, [0x1] Library missing

Application Specific Information:
dyld: launch, loading dependent libraries

Dyld Error Message:
Library not loaded: @rpath/libffmpeg.dylib
Referenced from: /Applications/1Password.app/Contents/Frameworks/Electron Framework.framework/Versions/A/Electron Framework
Reason: image not found

Roger

Jack.P_1P

Hi @fl6nders:

My colleague Alvin has recently replied to you, can you please continue the conversation there?

ref: QKY-28757-457

@FragileBits:

I was able to locate your conversation, so we'll be in touch soon.

ref: WAL-23788-774

@lasllcap:

Can you please share the crash report with us? Include it as an attachment to an email addressed to support+forum@1password.com, and include your username: lasllcap. After emailing in, you'll receive a support ID that looks something like [#ABC-12345-678]. Post that here, and I'll be able to make sure your message has gotten to the right place. Thanks!

Jack

FragileBits

When might I expect to hear back with a solution, please?

It's been over 24 hours since I submitted the crash report and confirmed the support reference here.

My elderly father, who followed my recommendation to rely on 1Password and who followed the prompt in version 7 to upgrade to 8, remains unable to access the program. He is, understandably, feeling very confused, upset and frustrated.

Jack.P_1P

Hi @FragileBits:

I'll follow up shortly to your email. Thanks for your patience on this!

Jack

ref: WAL-23788-774

FragileBits

Thank you @Jack.P_1P :)

Dave_1P

@FragileBits

Thanks again for your patience. I'm happy that Jack was able to help over email. 😊

bruceg11

@Jack.P_1P Hello and hope this message finds you doing well. Long time 1Password Family user here and recently upgraded from 1Password 7 to version 8 and oh boy do I regret it. I have this same issue as listed here where one user on my iMac works with 1Password and my wife's user doesn't work. It sounds like there is a solution available so I'm genuinely curious why you just wouldn't post the solution here but instead make each individual user open a new ticket?

andrew.l_1P

Hi @bruceg11,

Sorry to hear you're experiencing something similar. We generally want to confirm what the issue is before making suggestions, lest we send anyone down the wrong path. That said, what some users in this thread have experienced has since been addressed in our nightly build. If you're open to trying that, you can change your release channel in 1Password 8's preferences:

If you have automatic updates turned on, you'll be updated to the new version within 24 hours of making this change. Alternatively, or if the issue persists, you can also send a crash report to support+forum@1password.com and we can take a closer look.

Let me know and we can figure out our next steps from there. 🙂

ref: dev/core/core#14740

markbot

Sorry to say this problem recurs with each update. I'm in my third go-round.

This is the fix -- it still works -- given by the 1Password Support Community:

Open Terminal.app from an administrative account, and enter the following commands.

cd /Applications/1Password.app/Contents/Frameworks/Electron\ Framework.framework
sudo chmod -h 755 ./Electron\ Framework ./Helpers ./Libraries ./Resources
cd Versions
sudo chmod -h 755 ./Current

Although I'm grateful for the fix, it is most perplexing why the issue persists.

GreyM1P

@markbot

Can I ask what release channel you're using? (Settings > Advanced > Release channel). The fix for this updater issue was included in a Nightly build a little while ago.

markbot

Production

Dave_1P

@markbot

Thank you for the reply. We're currently testing a fix for this in the latest beta version (8.9.11-1) of 1Password:

* We’ve fixed an issue where 1Password could crash when opened if the app was updated by a different user account.

If testing goes well in the beta then we hope to include the fix in a future update to the production version as soon as possible. 🙂

-Dave

markbot

Thank you, Dave_1P.

There is a brief mention of the Beta and Nightlies channels in Settings.

I'm not sure I have the wherewithal to be a Beta-person. Is there any advantage to switching to Nightly?

GreyM1P

@markbot

There isn't really anything more you have to do as a user to try the Beta or Nightly versions of 1Password. However, it's worth bearing in mind the following:

• Beta versions of 1Password might have bugs, and may have features which don't work as expected, or which are withdrawn.
• Nightly versions of 1Password are the "leading edge" version, and are built every night. They represent the current state of 1Password's code and are generally not something I'd recommend most customers use since they won't have been through the same level of testing as the Production or Beta versions.

My advice would be that if you can hold on for a new update to the normal stable Production version, that's easier. However, if you'd like this fix earlier, I can help you temporarily switch to the Beta to get the fix. It's not a difficult process, but involves a few steps, so let me know what you'd like to do. :)

markbot

Thank you for the explanation and offer GreyM1P, but I'll follow your advice and just stay with the Production version.

andrew.l_1P

Sounds good, @markbot! On behalf of Grey you're very welcome. Hopefully we'll see a fix for this behaviour make it to the production builds soon. If you're keen to know when that is, I recommend checking out our release notes: 1Password Releases

Let us know if we can help with anything in the meantime. 🙂

markbot

"Behaviour?"

Andrew, I think your "Canada" is showing.

Thanks for the link to the release notes, will check out.

P.S. You could potentially save a lot of toner and pencil lead (if not the planet) if you change your "behavior." :-)

andrew.l_1P

Caught red handed! 🇨🇦😆

markbot

Hi Folks,

Hate to say this, but the problem is back with 8.9.12.

No biggie, the terminal fix you gave me still corrects the issue:

Open Terminal.app from an administrative account, and enter the following commands.

cd /Applications/1Password.app/Contents/Frameworks/Electron\ Framework.framework
sudo chmod -h 755 ./Electron\ Framework ./Helpers ./Libraries ./Resources
cd Versions
sudo chmod -h 755 ./Current

The good news is that everything else is working nicely. :-)

-markbot

P.S. I like Canada. Been to New Brunswick, Nova Scotia, Quebec, Ontario, Manitoba, Saskatchewan, Alberta & BC. As long as your hockey teams lose to the Boston Bruins, I'm good. Et je parle!