Unable to update 1pw on Win 11 since 1st install: have to do full reinstall every time

architekt
architekt
Community Member
edited October 18 in Windows

I'm not sure what causes this issue. On Windows 10, which I was using up til a few months ago, I never had any issues updating 1PW: I'd launch it and it'd notify me of an update, tell me to restart and then it'd be updated to the new version.

Ever since I've been on Win 11 (including from a brand new fresh install with all drivers updated and my BIOS is up to date as of this posting), I have been ALMOST totally unable to update 1PW without doing a full reinstall every time. I'll explain the "almost" qualifier shortly.

Here's what happens. I turn on my PC. I click on 1PW. It asks me for my PW, which I enter. I see a notification saying "1Password will update when you restart the app ". I can also go to settings to check for updates, and it'll download the update and then prompt me to restart. This is what the screen looks like as of this posting having gone into settings to check for updates:

If I click "restart now" I get "1Password couldn't complete an update. Click here to try again. ". This just results in a loop. It looks like this:

To help with troubleshooting, I'll explain the relevant bits about my system. I had 1PW also install the MS Edge browser extension. My user account is admin (this is a home machine with 1 user/person in the house, not a work account/machine).

Windows 11 PRO v 23H2 OS Build 22631.3958

Once again, the majority of the time the only way for me to update is to download the full brand new EXE installation package from the site and install it that way.

What about the "almost always" qualifier?
I'm not sure, but every once in a while it seems like I've been able to figure out a way to update 1PW. But it doesn't seem consistent. This is just a theory, I haven't been able to reproduce it 100%, but it seems I have a higher chance of it working with the normal update process if I DON'T open Edge at all after I boot, then I right click the 1PW icon and launch it as admin. But again, IDK why this doesn't ALWAYS work.

Anyway, any thing to look for to help trouble shoot this? Love 1PW, not loving the Win 11 update process.

1Password Version: 8.10.36
Extension Version: 2.26.1
OS Version: Win 11 Pro 23H2 22631.3958
Browser: Edge v127.0.2651.86

Comments

  • Dave_1P
    Dave_1P

    Hello @architekt! 👋

    I'm sorry that 1Password is failing to update, thank you for providing all of the information that you did. Are you running any security software on your Windows PC? Such as an antivirus security suite?

    If you are then I recommend that you exclude the entire 1Password folder and the 1Password.exe in your antivirus, then reboot your Windows PC. The 1Password directory can be found here - %localappdata%\1Password and the 1Password.exe is here: %localappdata%\1Password\App\8.

    If that doesn't work, or you're not using any antivirus or antimalware software, then please let me know and I can investigate further.

    -Dave

  • architekt
    architekt
    Community Member

    I run Malwarebytes and the built in Win 11 anti virus. Unfortunately, I guess I jumped the shark and updated manually right after I posted this /facepalm. I'll make the changes you listed above, and then report back next time there's a 1PW Windows client update. Or, if it makes more sense to you, feel free to delete the thread and I can re-create it if/when the issue arises again. Up to you, but I appreciate the prompt reply! Sorry for taking a bit to get back to you.

  • Dave_1P
    Dave_1P

    @architekt

    Sounds good. If you still run into the issue even after excluding 1Password from your antimalware software, then try to update using Safe Mode: Start your PC in safe mode in Windows - Microsoft Support

    If the update succeeds in Safe Mode then that will provide clues on what might be causing the issue.

    -Dave

  • architekt
    architekt
    Community Member

    OK took a bit to reproduce this cause I was lazy but I managed to. For reference, I already made the changes to my exclusion list for Malwarebytes (the folder and the app) and just in case, the built in Windows AV. So, here's what I did to update today which failed until I tried it in safe mode:

    1PW 8.10.45, 81045002 on PRODUCTION channel

    1. Start computer normally
    2. Start 1pw: says "1Password will update when you restart the app" at bottom of password entry prompt
    3. Click "Restart now" button: nothing happens - no error message, no quitting of the app, nothing.
    4. Enter password - logged in and still see update message at bottom - "restart now" button same behavior
    5. Check for updates - Downloads update. Button changes to "Restart now" - clicking this button shows the error:
      "1Password couldn't complete an update. Click here to try again. " (the text is the button that appears)
    6. I have tried 1-5 also running 1PW as admin, same issue

    I looked at the log after this and found several errors. I'll post the errors here, but let me know if you want the logs (I'm not sure if the logs contain sensitive info: I see references to my account UUID). Here's the errors from the above method.

    ERROR 2024-10-18T13:42:42.876+00:00 tokio-runtime-worker(ThreadId(20)) [1P:native-messaging\op-native-core-integration\src\connection_handler.rs:62] message from b5x was None: EndConnection ERROR 2024-10-18T13:42:42.876+00:00 tokio-runtime-worker(ThreadId(20)) [1P:native-messaging\op-native-core-integration\src\connection_handler.rs:31] Dropping connection with b5x due to error handling incoming message: EndConnection ERROR 2024-10-18T13:42:42.984+00:00 tokio-runtime-worker(ThreadId(20)) [1P:app\op-app\src\app\backend\updater.rs:140] failed to run autoupdate: Io(Os { code: 5, kind: PermissionDenied, message: "Access is denied." }) INFO 2024-10-18T13:43:56.916+00:00 tokio-runtime-worker(ThreadId(20)) [1P:native-messaging\op-native-core-integration\src\lib.rs:369] Extension connecting. INFO 2024-10-18T13:43:56.916+00:00 tokio-runtime-worker(ThreadId(20)) [1P:native-messaging\op-native-core-integration\src\lib.rs:371] Extension connection accepted. INFO 2024-10-18T13:52:25.741+00:00 tokio-runtime-worker(ThreadId(20)) [1P:op-updater\src\windows\downloaded_update.rs:38] Ignoring C:\Users\<redacted-username>\AppData\Local\1Password\1PasswordSetup-8.10.48.exe update because it has failed to run, will retry in 24 hours.

    I TRIED TO UPDATE IN SAFE MODE WITH NETWORKING AND IT WORKED
    Again, I don't know if the logs contain sensitive user info, given my account ID is in there, so I won't post it unless you let me know it's OK, but here's the relevant parts from when it updated:

    INFO 2024-10-18T14:00:32.420+00:00 tokio-runtime-worker(ThreadId(26)) [1P:data\op-syncer\src\sync_job.rs:491] synced account <redacted> (0.0883193s) INFO 2024-10-18T14:00:32.420+00:00 tokio-runtime-worker(ThreadId(27)) [1P:data\op-file-transfer\src\lib.rs:608] find_and_complete_pending_uploads: '<redacted>' INFO 2024-10-18T14:00:32.469+00:00 tokio-runtime-worker(ThreadId(26)) [1P:data\ext\op-account-ext-syncer\src\lib.rs:239] The B5 Notifier for (<redacted>) has connected, now monitoring for events. INFO 2024-10-18T14:00:32.535+00:00 tokio-runtime-worker(ThreadId(20)) [1P:app\op-app\src\app\components\policies.rs:174] Skipping policies for account <redacted>; feature flag not enabled. INFO 2024-10-18T14:00:32.535+00:00 tokio-runtime-worker(ThreadId(20)) [1P:app\op-app\src\app\components\policies.rs:174] Skipping policies for account <redacted>; feature flag not enabled. INFO 2024-10-18T14:00:51.929+00:00 tokio-runtime-worker(ThreadId(26)) [status:app\op-app\src\app\backend\updater.rs:232] Available Production update to 8.10.48 for current build (81045002) INFO 2024-10-18T14:00:53.731+00:00 tokio-runtime-worker(ThreadId(12)) [1P:app\op-app\src\app\backend\updater.rs:94] Trusted downloaded update available C:\Users\<redacted-username>\AppData\Local\1Password\1PasswordSetup-8.10.48.exe ERROR 2024-10-18T14:00:53.737+00:00 tokio-runtime-worker(ThreadId(1)) [1P:ffi\op-core-node\src\lib.rs:549] Item list call aborted by a new call ERROR 2024-10-18T14:00:53.738+00:00 tokio-runtime-worker(ThreadId(28)) [1P:ffi\op-core-node\src\lib.rs:549] Item list call aborted by a new call INFO 2024-10-18T14:00:54.729+00:00 tokio-runtime-worker(ThreadId(25)) [status:op-updater\src\windows\mod.rs:172] Exiting 1Password.exe (81045002) to start update C:\Users\<redacted-username>\AppData\Local\1Password\1PasswordSetup-8.10.48.exe.

  • Dave_1P
    Dave_1P

    @architekt

    I'm sorry that the issue is still occurring. I'd like to ask you to send in a diagnostics report from your Windows PC:

    Sending Diagnostics Reports (Windows)

    Attach the diagnostics to an email message addressed to support+forum@1password.com.

    With your email please include:

    • A link to this thread: https://1password.community/discussion/147529/unable-to-update-1pw-on-win-11-since-1st-install-have-to-do-full-reinstall-every-time
    • Your forum username: architekt

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

    -Dave

  • architekt
    architekt
    Community Member
    edited October 18

    figured out the diagnostic issue, ignore this post

  • architekt
    architekt
    Community Member

    @Dave_1P
    alright, looks like it's "support at 1password.com" not "support+forum at 1password.com" as the former is the only one that got back to me with an automated support ticket.

    Here is the number: UCL-34861-392

  • Dave_1P
    Dave_1P

    @architekt

    Thank you for posting the Support ID. I've made sure that your diagnostics report has made it to the correct team and one of my colleagues will send you a reply as soon as possible via email.

    Since we have a communications channel open via email, I'll close this thread.

    -Dave

    ref: UCL-34861-392

This discussion has been closed.