1Password Windows App does not appear

Sovereign108

This is despite me opening task manager to kill the 1password app and trying to open the app again. Is this a bug?

Am on Windows 11:

Edition Windows 11 Pro
Version 22H2
Installed on ‎28-‎Sep-‎22
OS build 22621.3593
Experience Windows Feature Experience Pack 1000.22700.1003.0

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1Password Version: Unknown
Extension Version: 2.24.2
OS Version: Windows 11
Browser: Firefox

Dave_1P

Hello @Sovereign108! 👋

I'm sorry that 1Password isn't launching on your Windows PC. So that I can better understand the situation can you tell me the following:

1. Are you using 1Password 8 or an older version of the app?
2. How are you launching 1Password? By searching for it?
3. Are you able to open 1Password in Safe Mode: Start your PC in safe mode in Windows - Microsoft Support

I look forward to hearing from you.

-Dave

robert1p

• I'm experiencing the same issue. To restore access to the 1pw app I have to reboot my laptop; (i.e. this has occurred for me several times, but on different days). [I currently have it in the failure state if there is anything you would like me to capture.]
• I'm using 1pw v8. I launch it from the start menu.
• I have also tried killing all the 1pw entries in Task Mgr; after all entries are deleted, I launch 1pw from the start menu and it does not appear - however, four 1pw entries are restarted in Task Mgr.
• While having the app issue, I can still open 1pw in the browser. However, when I attempt to select Edit (or Open in a New Window) on an item, nothing happens.

PS: I see you have another thread (145822) on this topic. It mentions to send a Diag Report. But to send such a report I would have to reboot first. Thus, I'll wait to see if there is anything you want captured before the reboot.

robert1p

INTERESTING, it's been over 20-30 minutes since I attempted to open the 1pw app and now suddenly it pops open. And I can now close and reopen it fine.

Ticket: JMZ-82228-218

AliH1P

Hey @robert1p, thanks for the update! That's certainly strange but I'm glad to hear you're able to open and close 1Password just fine now.

I've followed up with you via email to discuss this further.

Ali

robert1p

Just to keep others updated on the issue, today I attempted to open the 1pw app and instead of displaying the normal views, it displayed a "Unexpected Application Error" indicating a timeout on "Loading Chunk xx failed."; it also displayed a stack trace for the error. Note that I had to open the view full screen and reduce the font to capture all the details in a screenshot (which I've sent in).

Per Ali's request, I have now disabled Use Hardware Acceleration in the Advanced Settings to see if this will help.

Dave_1P

@robert1p

If the issue does occur again then please reply to my colleague's email and the team will be able to help further. 🙂

-Dave

ref: JMZ-82228-218

braca

Hi,
I'm facing the same issue, sometimes 1password won't open, usually it happens after the computer resumes from a sleep, and only a reboot can fix it :\

I've also had that weird error when opening the app "Unexpected Application Error" indicating a timeout on "Loading Chunk xx failed." and then after it it no longer opens unless I reboot the computer

1P_Gem

Hi @braca, thanks for letting us know you've run into this as well. I can see that you've emailed in with a diagnostics report, and a member of the team will be in touch with you there shortly 😄

ref: UXG-64777-725

PassFischKopp

Hi! I'm facing exactly the same issue since 1-2 weeks now. One time, I was able to kill all processes and the next start the app popped up, but this time, it doesn't work.
Any fix oder resolution / cause already in sight?

1P_Gem

Hi @PassFischKopp, I'm sorry to hear that you're also running into this!

Is the 1Password icon visible in your Windows system tray (to the right hand side of your taskbar - you may need to click the upwards arrow to show any hidden icons) while this is occurring? If so, could you try the steps below for me?

1. Right click on the 1Password icon in your system tray.
2. Click Settings, then go to the Advanced section.
3. Uncheck the option to Use Hardware Acceleration.
4. Fully quit the app by right clicking the icon in the system tray > Quit.
   • It's important not to skip this step as a full restart of the app is required for this setting to take effect.
5. Attempt to relaunch 1Password to see whether the main window now appears.

I look forward to hearing from you!

PassFischKopp

@1P_Gem Yeah, that did the trick. Deactivating Hardware acceleration worked.
What's the reason that it is working 50/50 even with it activated for some weeks now? :-)

1P_Gem

Hi @PassFischKopp! It's great to hear that disabling hardware acceleration got things working for you 😄

Based on this, it sounds as if you were running into a known issue our developers are currently investigating where the 1Password main window fails to open reliably on some devices when hardware acceleration is enabled. It's unclear yet why this happens, and we do apologise for any inconvenience caused. I've gone ahead and added your case to the issue on file for the team to see.

I'm not yet able to provide a timeline for a fix for this issue, but you can keep an eye on our release notes for news: 1Password Releases

In the meantime we would recommend keeping this option disabled, and if you run into the issue again let us know!

ref: dev/core/core#30261

Sovereign108

Thanks for the hardware acceleration off trick, worked for me finally :/

1P_Gem

Hi @Sovereign108, I'm glad to hear that disabling hardware acceleration helped you as well! Thanks for letting us know 😄

ref: dev/core/core#30261

cghome

I have exactly the same symtoms and can confirm that turning off Hardware Acceleration then quitting and re-opening 1Password cures it. I found that it is only the main window that suffers, I can still access the Quick Access window and Settings without issue. That could either mean those windows are drawn differently or those windows are not blocked from displaying at the point in time I try to use them which thus far is only ever when I have this issue.

This could be a red herring but I have noted a pattern which is that this problem only seems to occur when I have a Hyper-V Virtual Machine Connection window open; I have not noticed it happen under any other circumstance so far.

david.m_1P

Hi @cghome!

Thank you for sharing those details! It sounds like 1Password may still be running in the background when the window isn't appearing and is allowing you to still access the Quick Access menu and desktop app settings. I've passed the details you've shared to our development team while they continue to investigate the issue.

-David

ref: dev/core/core#30261

cghome

Hi David,

You may be right. I'll switch it back to accelerated and try and see if the window handle still exists even though the window is not shown and let you know.

Cheers :-)

robert1p

BTW, a couple days ago, I again saw the "Unexpected Application Error" indicating a timeout on "Loading Chunk xx failed."; it also displayed a stack trace for the error. I was in a hurry and did not capture it again (since I had already reported it before). Overall, it's been behaving much better with Hardware Acceleration disabled.

david.m_1P

@cghome @robert1p

Thanks for sharing those updates! It's good to hear the the behaviour has improved with the Use Hardware Acceleration option turned off while the development team investigates.

-David

robert1p

I rebooted my laptop yesterday and the 1password app failed to open afterwards. I woke the laptop back up today and I tried to open 1pw again, yet it still would not open. I tried another reboot and it still fails to open. (Use Hardware Acceleration is turned off in the App. The 1pw chrome extension does work; it's just the windows app that is failing to open.)

This has happened a few times over the past months, but I didn't take the time to report these occurrences. After some period of time, the app simply starts working again.

It's been months since this issue was reported. Is there any progress?

Diag Report: BJW-94847-177

1Password for Windows 8.10.46
81046026, on PRODUCTION channel

UPDATE: From the Start Menu, 1pw app failed to open. From the System Tray, Settings and Quick Access both open, but 1pw app fails to open. HOWEVER, selecting Lock in the System Tray opened the 1pw app (in the locked state). Thus, I now have access to the app again. [I'll have to see if this workaround works again; (or if it was just elapsed time that resolved the issue).]

robert1p

I rebooted again today (for a Windows Update), and again the 1pw app would not open; (I even waited until the cpu was idle). Unfortunately, the Lock selection in the System Tray was grayed out, so it wasn't possible to try that; I'm guessing it was elapsed time that resolved the issue last time.

When I found the Lock selection unavailable, I selected Quit instead. I then selected 1pw from the Start Menu and surprisingly it opened. [In the past, I've killed all the 1pw tasks and then tried to open the app; but that never worked for me. I guess I'll simply keep looking for something that works consistently (whenever the issue arises).]

Dave_1P

@robert1p

I'm sorry that the issue has returned. I see that you're discussing the situation with our support team over email, please continue the conversation there since I don't have access to your diagnostics report here on the public forum. 🙂

-Dave

ref: BJW-94847-177

devau

Same thing here on my PC: Thanks for the hardware acceleration off trick, worked for me finally!
Using WIndows 11 Pro, 23H2, OS build 22631.4460, 1Password for Windows 8.10.52

Dave_1P

@devau

I'm glad that turning off hardware acceleration allows you to workaround the issue. I've added your report to the internal work item open with our development team to get this fixed in the future.

-Dave

ref: dev/core/core#30261