My 1 password keeps coming with an error that it cannot complete installation after an update

pbw28
pbw28
Community Member
in Windows

Its a 64 bit windows machine which was running windows 10 and now upgraded on windows 11 V 22H2. The problem appeared to occur in Windows 10 as well. I am running Bit Defender Antivirus Build 26.0.32.109.

The log is below

INFO 2022-12-18T11:50:11.766 ThreadId(10) [client:typescript] Client starting.
INFO 2022-12-18T11:50:11.884 tokio-runtime-worker(ThreadId(7)) [1P:native-messaging\op-native-core-integration\src\lib.rs:281] Starting IPC listener on 1Password-BrowserSupport
INFO 2022-12-18T11:50:11.884 tokio-runtime-worker(ThreadId(7)) [1P:native-messaging\op-native-core-integration\src\lib.rs:293] Active native core integration is awaiting messages
INFO 2022-12-18T11:50:11.914 ThreadId(10) [1P:op-localization\src\lib.rs:241] system locale detected as 'en-AU'
INFO 2022-12-18T11:50:11.914 ThreadId(10) [1P:op-localization\src\lib.rs:267] selected translations for EN_US based on detected locale en-AU
INFO 2022-12-18T11:50:11.914 ThreadId(10) [status:op-app\src\app.rs:401] App::new(1Password for Windows/80908009 (EN_US), C:\Users\$USER\AppData\Local\1Password\1password.sqlite)
INFO 2022-12-18T11:50:11.915 ThreadId(10) [1P:op-db\src\db.rs:120] Starting DB at version: 26
ERROR 2022-12-18T11:50:11.916 ThreadId(10) [1P:op-app\src\app.rs:481] Failed to read password expiry duration setting: Error("EOF while parsing a value", line: 1, column: 0)
INFO 2022-12-18T11:50:11.917 op_executor:invocation_loop(ThreadId(15)) [1P:foundation\op-install\src\windows\nmh_registration.rs:78] Installed BrowserSupport manifest for chrome extension
INFO 2022-12-18T11:50:11.917 op_executor:invocation_loop(ThreadId(15)) [1P:foundation\op-install\src\windows\nmh_registration.rs:97] Installed BrowserSupport manifest for firefox extension
INFO 2022-12-18T11:50:11.917 op_executor:invocation_loop(ThreadId(15)) [1P:foundation\op-install\src\windows\nmh_registration.rs:116] Installed BrowserSupport manifest for edge extension
INFO 2022-12-18T11:50:17.465 tokio-runtime-worker(ThreadId(2)) [1P:native-messaging\op-native-core-integration\src\lib.rs:305] Extension connecting.
INFO 2022-12-18T11:50:17.465 tokio-runtime-worker(ThreadId(2)) [1P:native-messaging\op-native-core-integration\src\lib.rs:307] Extension connection accepted.
INFO 2022-12-18T11:50:43.504 tokio-runtime-worker(ThreadId(2)) [status:op-app\src\app\backend\updater.rs:184] Available Production update to 8.9.10 for current build (80908009)
INFO 2022-12-18T11:51:01.918 tokio-runtime-worker(ThreadId(2)) [1P:op-app\src\app\backend\updater.rs:59] Trusted downloaded update available C:\Users\$USER\AppData\Local\1Password\1PasswordSetup-8.9.10.exe
INFO 2022-12-18T11:54:02.562 tokio-runtime-worker(ThreadId(3)) [1P:op-data-layer\src\load.rs:97] loaded 37 items in 3 vaults for account: V7A25ZMQJZD37BRJF4RVWSV3KU
INFO 2022-12-18T11:54:02.566 op_executor:invocation_loop(ThreadId(15)) [1P:op-app\src\app\backend\unlock.rs:123] Lock state changed: Unlocked
INFO 2022-12-18T11:54:02.613 op_executor:invocation_loop(ThreadId(15)) [1P:op-app\src\app\backend\frontend.rs:27] Front end event: window closed
INFO 2022-12-18T11:54:02.622 tokio-runtime-worker(ThreadId(3)) [1P:op-app\src\app\backend\updater.rs:59] Trusted downloaded update available C:\Users\$USER\AppData\Local\1Password\1PasswordSetup-8.9.10.exe
INFO 2022-12-18T11:54:02.823 tokio-runtime-worker(ThreadId(3)) [1P:op-app\src\app\backend\updater.rs:59] Trusted downloaded update available C:\Users\$USER\AppData\Local\1Password\1PasswordSetup-8.9.10.exe
INFO 2022-12-18T11:54:05.855 tokio-runtime-worker(ThreadId(3)) [1P:op-syncer\src\sync_job.rs:291] synced account V7A25ZMQJZD37BRJF4RVWSV3KU (0.558445s)
INFO 2022-12-18T11:54:05.855 tokio-runtime-worker(ThreadId(7)) [1P:data\op-file-transfer\src\lib.rs:561] find_and_complete_pending_uploads: 'V7A25ZMQJZD37BRJF4RVWSV3KU'
INFO 2022-12-18T11:54:06.465 tokio-runtime-worker(ThreadId(4)) [1P:data\op-account-ext-syncer\src\lib.rs:187] The B5 Notifier for (V7A25ZMQJZD37BRJF4RVWSV3KU) has connected, now monitoring for events.
INFO 2022-12-18T11:54:15.861 tokio-runtime-worker(ThreadId(4)) [1P:op-app\src\app\backend\updater.rs:59] Trusted downloaded update available C:\Users\$USER\AppData\Local\1Password\1PasswordSetup-8.9.10.exe
INFO 2022-12-18T11:55:03.783 tokio-runtime-worker(ThreadId(6)) [1P:C:\builds\dev\core\core\op-ui\src\edit_item\mod.rs:1048] Saving item with a pre-specified UUID
ERROR 2022-12-18T11:55:03.825 tokio-runtime-worker(ThreadId(6)) [1P:op-ui\src\icon_types.rs:310] Unable to fetch resource for item ccxk5bolei55vcjwv3vzqcui2e (Size: List, Scale: TwoX), resource likely not found
ERROR 2022-12-18T11:55:03.825 tokio-runtime-worker(ThreadId(6)) [1P:op-ui\src\icon_types.rs:310] Unable to fetch resource for item cuivxbh6vo7z5fzcpfrfze4nqy (Size: List, Scale: TwoX), resource likely not found
ERROR 2022-12-18T11:55:03.825 tokio-runtime-worker(ThreadId(6)) [1P:op-ui\src\icon_types.rs:310] Unable to fetch resource for item 6cyzcqfxyepfkxzixbgh7qajdy (Size: List, Scale: TwoX), resource likely not found
INFO 2022-12-18T11:55:04.749 tokio-runtime-worker(ThreadId(2)) [1P:op-syncer\src\sync_job.rs:1132] pushed 1 item(s); updated: 1; failed: 0; new vault content version: 59.
INFO 2022-12-18T11:55:04.749 tokio-runtime-worker(ThreadId(2)) [1P:op-syncer\src\sync_job.rs:291] synced account V7A25ZMQJZD37BRJF4RVWSV3KU (0.9526806s)
ERROR 2022-12-18T11:55:04.758 tokio-runtime-worker(ThreadId(7)) [1P:op-ui\src\icon_types.rs:310] Unable to fetch resource for item ccxk5bolei55vcjwv3vzqcui2e (Size: List, Scale: TwoX), resource likely not found
ERROR 2022-12-18T11:55:04.758 tokio-runtime-worker(ThreadId(7)) [1P:op-ui\src\icon_types.rs:310] Unable to fetch resource for item cuivxbh6vo7z5fzcpfrfze4nqy (Size: List, Scale: TwoX), resource likely not found
ERROR 2022-12-18T11:55:04.759 tokio-runtime-worker(ThreadId(7)) [1P:op-ui\src\icon_types.rs:310] Unable to fetch resource for item 6cyzcqfxyepfkxzixbgh7qajdy (Size: List, Scale: TwoX), resource likely not found
INFO 2022-12-18T11:56:17.153 tokio-runtime-worker(ThreadId(6)) [1P:op-syncer\src\sync_job.rs:291] synced account V7A25ZMQJZD37BRJF4RVWSV3KU (0.6369543s)
INFO 2022-12-18T11:56:27.996 tokio-runtime-worker(ThreadId(6)) [1P:op-syncer\src\sync_job.rs:291] synced account V7A25ZMQJZD37BRJF4RVWSV3KU (0.9316612s)
ERROR 2022-12-18T11:56:28.001 tokio-runtime-worker(ThreadId(3)) [1P:op-ui\src\icon_types.rs:310] Unable to fetch resource for item ccxk5bolei55vcjwv3vzqcui2e (Size: List, Scale: TwoX), resource likely not found
ERROR 2022-12-18T11:56:28.001 tokio-runtime-worker(ThreadId(3)) [1P:op-ui\src\icon_types.rs:310] Unable to fetch resource for item cuivxbh6vo7z5fzcpfrfze4nqy (Size: List, Scale: TwoX), resource likely not found
ERROR 2022-12-18T11:56:28.001 tokio-runtime-worker(ThreadId(3)) [1P:op-ui\src\icon_types.rs:310] Unable to fetch resource for item 6cyzcqfxyepfkxzixbgh7qajdy (Size: List, Scale: TwoX), resource likely not found

1Password Version: 8.9.8
Extension Version: 2.5.1
OS Version: win 11 22H2
Browser:_ Chrome
Referrer: forum-search:1 password was unable to complete installation and will be rolled

Comments

  • jermaine.f_1p
    jermaine.f_1p

    Hello @pbw28,

    Thanks for providing those logs. It's possible that an Antivirus software may be “locking down” the installation directly of 1Password.

    As you mentioned you already use "Bit Defender" Anti Virus, I'd like to run a quick test and ask you to reboot your device in Safe Mode with Networking. This can help us verify whether other programs are interfering with 1Password. Here's the official Microsoft Support article:

    Safe Mode with Networking
    Start your PC in safe mode in Windows

    Once you have rebooted into Safe Mode with Networking, try running the installer again.
    If this works, we'll have confirmed the general nature of the problem. From there, my suggestion would be to add 1Password's directory to the allow list of any anti-malware or endpoint security software on the device.

    Let me know how that works out for you. Looking forward to hearing from you.

    Jermaine

  • pbw28
    pbw28
    Community Member
    edited December 2022

    Hi Jermaine.f_1p,

    Thanks for the tips. I was able to get the the update to load in windows safe mode with networking once i had a cable connection as my WiFi was still locked out in safe mode.
    The machine updated normally to 8.9.10.
    I also added an exception for the 1 password folder to my Antivirus exclusions (I found the 1Password folder under my User folder rather than in either of the x86 file folders) I did the same with RAV endpoint protection and added the exclusion. Lets see if that stops any future errors. I did not need to update after the safe mode update, but the update check worked fine.

    Thanks for your help and all the best for 2023 and seasons greetings!
    Cheers

  • ag_mike_d
    ag_mike_d

    Hello @pbw28,

    On behalf of Jermaine, you're most welcome - I'm happy to hear these tips helped and your up-to-date.

    Thanks for letting us know you excluded 1Password in your security software. This should help going forward with future updates, but if you run into any other troubles, just let us know and we'll be here to help.

    Happy holidays from your friends at 1Password!

This discussion has been closed.