Windows app will not connect--always has the red cloud with strikethrough, attempt to reconnect fail

thurford

I am writing to see if anybody has some ideas as to why the Windows 1Password app will not connect, and is persistently "offline." AS of this writing, everything is a brand new install, and current version, installed yesterday.

The details:
I am the admin of a business account and a Family. This relates to a user in the family, who is my brother. I am remote from the computer, so I have to do all the troubleshooting remotely, which makes it a bit slow. He just installed everything with my help yesterday, and that includes getting his account set up, and installing the Firefox add-in, the Chrome extension, the Windows App, and the iOS app. All of these work fine except the Windows App. The machine is running Windows 10, and uses ESET. A look at the firewall indicated no blocked traffic affecting the communication, that I could detect.

Has anybody run into this before? If so, was there an easy fix?

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Referrer: forum-search:windows app offline

Ekalb

Did you know about this : https://support.1password.com/secret-key/#:~:text=1Password 8-,Open and unlock 1Password.,Secret Key and choose Copy.

thurford

I didn’t, that is interesting. However, I am not sure I see how it relates, am I missing something?

amrakov

I have the same issue as OP. My application won't connect to online services. And yes, I've tried restarting the app as well as the computer itself.

ag_mike_d

Hello @thurford and @amrakov,

I'm sorry to hear of the troubles you are seeing with 1Password 8 for Windows showing as offline. Lets look further into this.

First, does clicking the red offline indicator do anything? If it does not, I would explore other aspects of your devices that may be preventing the 1Password app from connecting to 1Password.com, such as antivirus/antimalware, VPN or a firewall.

With regard to antivirus/antimalware, can you try restarting Windows in Safe Mode with Networking Enabled and then try using 1Password again to see if this helps with this behaviour?

If this helped, you can try excluding the entire 1Password folder and the 1Password.exe in any security software you have running and then rebooting your device. This should help with future updates. The 1Password directory can be found here - %localappdata%\1Password and the 1Password.exe is here: %localappdata%\1Password\App\8.

Regarding a VPN or firewall, you can learn which ports and domains 1Password uses, so you can make sure they’re accessible: 1Password ports and domains

If you continue to have difficulties, please let us know and we'd be happy to help investigate further. Thanks!

thurford

@ag_mike_d Thanks for your thoughts!

I will drop a note in relative to this, but I am becoming increasingly convinced this is an ESET issue, and I have gone into the do all the whitelisting and rules creation...and it is still happening. There are a number of different mechanisms running on ESET, and they all seem to have independent rules engines, so it is a little bit tricky to figure out how to make sure things are set up correctly.

Working remotely, I am not really able to restart in safe mode w/Net, my brother can't really do it, and when I try it drops my remote assist, and quick assist. I don't have bomgar or anything like that, so I am probably going to try to just suspend ESET entirely as my nest experiment, and see what happens.

I will keep you posted. I will try again in a day or two and see what happens. If pressed, I might reach out to ESET and see if they can shed any light.

ag_mike_d

Thanks for the follow, @thurford,

You're right, working remotely does make it difficult to test in safe mode. This would have been the easiest way to confirm if some other software is interfering.

Temporarily uninstalling ESET is also and option. In the case of either whitelisting or uninstalling, restarting the machine afterwards would be required. Security software can continue to lockdown the 1Password directory until a reboot is complete.

I hope this bit of extra information is helpful. Do let us know how you make out, or if we can be of further assistance.

VCarmona

Hello @thurford.
In case it helps, I will tell you my case. A new laptop with Windows 10 Pro, and the same the red cloud with strikethrough.
I changed the network profile with which I connected from Public to Private and Windows 1Password 8 app connects without problems.

thurford

@VCarmona that is interesting. In my particular case I checked that and it is a private network. It points to a firewall issue, however.

thurford

@ag_mike_d the plot thickens a bit...I tried to disable all of the possible features of Eset, and I put all of the possible exclusions and whitelists etc. I paused Antivirus, and HIPS protection and suspended the Firewall indefinitely and everything I can think of. I did everything short of removing it, and I am still not getting it to connect. I think I am going to proceed to ESET tech support, and see what they say, and then if that doesn't fix this, I will have to go with the nuclear option, and just swap ESET for Bitdefender.

ag_mike_d

Hi @thurford,

While you mentioned suspending the use of the firewall, I wanted to direct your attention to our 1Password ports and domains support page, just in case.

Before swapping to a different piece of software, instead of only disabling all features ESET, I would first suggest completely uninstalling it and rebooting the device. This will confirm if it is indeed causing the troubles experienced with 1Password.

After that, let us know if you have any luck with ESET Support. Thanks!