Safari - occasional "Cannot fill item in browser" error [moved to email]

bcb

I seem to have an intermittent problem with 1Password, ever since updating to v4

1Password 4.1.0 extension is installed with Safari 7.0.2, running Mavericks 10.9.2

every once in a when trying to use 1P in Safari, I get an error dialog box saying "Cannot fill item in browser", with buttons to Cancel or View Troubleshooting guide - but nothing in the troubleshooting guide webpage seems to help my issue.

if I quit Safari and restart it, it will usually work fine again... for a while. From that point on there is usually no problem, even for several days or more.
then for some reason (I can't figure out the specific trigger), it will suddenly stop working and I get the error message again.

I see there's an option in Preferences to turn off "Verify browser code signature", which does seem to avoid the error message, but it seems that would just be masking the underlying real problem introduced since v4.

why is 1Password 4 failing intermittently in this way with Safari?

p.s. my main 1Password app is v4.2.2 (422001) and was NOT purchased in the MAS, but rather direct from Agile website.

sjk

Hi @bcb,

I'm sorry that filling with 1Password in Safari is being temperamental and unreliable for you.

Have you restarted your system and/or reinstalled the 1Password extension for Safari since this problem started? And do you have Sophos AV or other firewall installed/enabled on your system? If Sophos, please double-check that you have it configured as described/shown in this article:

Configuring Sophos

We've seen cases where its configuration has been unexpectedly reset. However, since the trouble you're having is intermittent and restarting Safari temporarily fixes it that's probably not the issue.

Another thing to check is if you have other copies of 1Password 4 installed somewhere. There've been instances where another version may have been interfering with extension usage.

If none of that helps resolve this issue, please send us a Diagnostics Report from your Mac, along with a link to this topic, to support+forum@agilebits.com. A brief comment here mentioning that you've sent the report would also be helpful.

Once we see the report we'll have more insight into what's causing the problem and suggestions for how to fix it. Thanks in advance!

bcb

thanks sjk for your reply. here is further info & answers to your specific questions

• yes, I've reinstalled 1Password extension, insofar as I know there have been a couple updates to 1P v4 since the problem started, one or more of those times I did reinstall the extension just to be sure I had the latest. the problem did reoccur just the other day, that was after reinstalling the plugin
• since the problem has been happening quite a while but is intermittent, I can't say for sure if I've rebooted the Mac since then, i.e. I've not specfiically tried rebooting it for this problem. I will try that. but again, since the problem is intermittent, I have no idea when it will happen again, so I won't necessarily be able to tell if rebooting solves anything...
• I am not using Sophos or any other firewall on my system
• I do not have more than 1 copy of 1P installed on my system

I will generate a diagnostic report as you suggested.

not sure if this might be an additional clue: I normally leave my userid logged in on my Mac, and switch to the login window using Fast User Switching, menu in the upper right of the menubar. so my userid might is still active but "locked" behind the login window when I'm not at my desk (it's a shared computer). Then when I get back to my Mac I log in again, and my apps and windows are still are where I left them. I usually leave Safari running. So I'm guessing that sometimes when I next use Safari the 1P extension has somehow gone awry and can't fill passwords. But as mentioned this is intermittent, 1P might work normally like this for many days (or weeks) and then suddenly fail. I can't figure out what triggers the failure.

Jasper

Hi @bcb,

Thanks for the additional info.

I don't see any messages from the email address on your forum account. If you've sent the diagnostic report from a different address, could you please send me a private message with the address you used so I can ensure we've received it.

Thanks! :)

Megan

Hi @bcb,

We've located your message in our inbox - someone from our team will be responding shortly! :)

We'll follow-up directly via email to avoid creating any confusion between here and there.