My 1Password crashes on Andoid debvices

VirtualNic
VirtualNic
Community Member
edited May 28 in Android

Dear community,

I just purchased 1Password, and it crashes on two Androis devices.

Error Description:
1Password crashes on two mobile devices. After starting the app, the screen asking for the password is shown. I enter my password, then the screen gets completly white for about 5 seconds, then the screen gets completly black, and after around 2 seconds it shows the message box "1Password does not react", with the option to close the app and wait. If I click on wait, the screen gets black again, and after around 2 seconds showing the message box "1Password does not react" again.

After re-starting the app same behaviour. I also uninstalled and installed the app again, same behaviour.

Same behaviour on two devices:
1. Google Pixel 7a, Android 14.
2. Samsung Galaxy S10e, Android 12.

Windows desktop app on a Windows 11 as well a Windows 10 notebook works fine.

Any help appreciated.

Best regards, Nic

1Password Version: 8.10.32
Extension Version: Not Provided
OS Version: Android 14 and 12
Browser: Not Provided

Comments

  • Dave_1P
    Dave_1P
    edited May 30

    Hello @VirtualNic! 👋

    I'm sorry that 1Password is crashing on your Android devices. So that the team can look into this further and find a solution, I'd like to ask for a diagnostics report from your end. Follow these steps:

    1. Reproduce the issue one more time.
    2. Open Chrome.
    3. Type in onepassword://diagnostics.
    4. In the menu underneath the address bar, choose the option with the globe icon.
    5. A "Continue to 1Password?" prompt will appear, choose Continue.
    6. Follow the prompts to generate a diagnostics report.

    Send the diagnostics report to support+forum@1password.com.

    With your email please include:

    Please send the entire file.

    You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

    -Dave

  • VirtualNic
    VirtualNic
    Community Member

    Hello Dave,

    thanks a loo for your reply.

    I received the hint to clear the 1Password storage on the Android device.

    After I cleared the storage (and cache), the App started fine. But as soon as I closed the app (by manually closing it or re-starting the device), the issues was back again and the 1Password app crashed after signing in.

    The next day I again cleared the storaged and cache, but then re-started (!) the Android device, and only then opened 1Password; and after that it never crashed again. Not sure if the re-start makes a difference, or it was by accident (maybe an update).

    However, it works now.

    I received good and fast support from 1Password, very much appreciated!

    Best regards, Nic

  • ag_tommy
    ag_tommy

    Thanks for sharing those details here in the community. Maybe they will benefit others in the same situation. If the trouble returns please continue the discussion via email so we can get to the bottom of it.