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Hang in 1P 3 for Mac

iEoin
iEoin
Community Member
in 1Password 3 – 7 for Mac

Can't start 1Password for Mac anymore - just see spinning beach-ball. But I can see Dropbox going crazy... lots of new files created and old files deleted - wondering if there is a bug in compatibility with 1P ver 4?

Comments

  • iEoin
    iEoin
    Community Member

    I can use ForceQuit to get out - and this shows some details that might help diagnose...

    Date/Time: 2014-07-03 18:17:08 +0100
    OS Version: 10.8.5 (Build 12F45)
    Architecture: x86_64
    Report Version: 11

    Command: 1Password
    Path: /Applications/1Password.app/Contents/MacOS/1Password
    Version: 3.8.22 (32010)
    Parent: launchd [309]

    PID: 20830
    Event: hang
    Duration: 6.46s
    Steps: 65 (100ms sampling interval)

    Hardware model: iMac12,2
    Active cpus: 8
    Free pages: 3554594 pages (-2389)
    Pageins: 0 pages
    Pageouts: 0 pages

    Process: 1Password [20830]
    Path: /Applications/1Password.app/Contents/MacOS/1Password
    Architecture: x86_64
    Parent: launchd [309]
    UID: 503
    Task size: 16910 pages

    Thread 0x1ecbf DispatchQueue 1 priority 46
    65 ??? (1Password + 7636) [0x100001dd4]
    65 NSApplicationMain + 869 (AppKit) [0x7fff8faacbd6]
    65 -[NSApplication run] + 517 (AppKit) [0x7fff8fb081a3]
    65 -[NSApplication nextEventMatchingMask:untilDate:inMode:dequeue:] + 128 (AppKit) [0x7fff8fb10df2]
    65 _DPSNextEvent + 685 (AppKit) [0x7fff8fb11533]
    65 BlockUntilNextEventMatchingListInMode + 62 (HIToolbox) [0x7fff8ef90ae3]
    65 ReceiveNextEventCommon + 356 (HIToolbox) [0x7fff8ef90c52]
    65 RunCurrentEventLoopInMode + 209 (HIToolbox) [0x7fff8ef90eb4]
    65 CFRunLoopRunSpecific + 290 (CoreFoundation) [0x7fff917b40e2]
    65 CFRunLoopRun + 728 (CoreFoundation) [0x7fff917b47b8]
    65 __CFRunLoopDoObservers + 369 (CoreFoundation) [0x7fff917d9381]
    65 __CFRUNLOOP_IS_CALLING_OUT_TO_AN_OBSERVER_CALLBACK_FUNCTION     + 23 (CoreFoundation) [0x7fff917d9417]
    65 __83-[NSWindow _postWindowNeedsDisplayOrLayoutOrUpdateConstraintsUnlessPostingDisabled]_block_invoke_01208 + 46 (AppKit) [0x7fff900df901]
    65 _handleWindowNeedsDisplayOrLayoutOrUpdateConstraints + 738 (AppKit) [0x7fff8fb141cc]
    65 -[NSView displayIfNeeded] + 1830 (AppKit) [0x7fff8fb14c93]
    65 -[NSView _displayRectIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:] + 4675 (AppKit) [0x7fff8fb4ad6d]
    65 -[NSThemeFrame _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 314 (AppKit) [0x7fff8fb4f143]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 5763 (AppKit) [0x7fff8fb50a44]
    65 -[NSView _recursiveDisplayRectIfNeededIgnoringOpacity:isVisibleRect:rectIsVisibleRectForView:topView:] + 817 (AppKit) [0x7fff8fb4f6f2]
    65 -[NSView _recursiveDisplayAllDirtyWithLockFocus:visRect:] + 2704 (AppKit) [0x7fff8fb51ad9]
    65 -[NSView _recursiveDisplayAllDirtyWithLockFocus:visRect:] + 1656 (AppKit) [0x7fff8fb516c1]
    65 -[NSView _drawRect:clip:] + 4217 (AppKit) [0x7fff8fb53064]
    65 -[NSTableView drawRect:] + 1269 (AppKit) [0x7fff8fc6edc6]
    65 -[NSTableView drawRowIndexes:clipRect:] + 397 (AppKit) [0x7fff8fc703e3]
    65 ??? (1Password + 20499) [0x100005013]
    65 -[NSTableView drawRow:clipRect:] + 2131 (AppKit) [0x7fff8fc8055e]
    65 ??? (1Password + 127432) [0x10001f1c8]
    65 ??? (1Password + 125495) [0x10001ea37]
    65 ??? (1Password + 1084310) [0x100108b96]
    65 ??? (1Password + 1053124) [0x1001011c4]
    65 ??? (1Password + 1047860) [0x1000ffd34]
    65 __psynch_mutexwait + 10 (libsystem_kernel.dylib) [0x7fff8c4e7122]
    *65 psynch_mtxcontinue + 0 (mach_kernel) [0xffffff80005bc650]

  • Megan
    Megan
    1Password Alumni

    Hi @iEoin,

    I'm so sorry to hear you're having trouble here. That crash log tells us that we definitely need to take a closer look here to determine where things are getting tangled up. Could you please send us a Diagnostics Report from each of your computers?

    http://learn2.agilebits.com/1Password4/diagnostic-report.html

    (Please be sure to select the tab that corresponds to the version of 1Password you have installed currently)

    Then attach the entire file to an email to us: support+forum@ agilebits .com

    Please do not post your Diagnostics Report in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Report in our inbox.

    A short note here once you've sent the Report in will help us to keep an eye out for it. :)

    Once we see the report we should be able to better assist you. Thanks in advance!

  • iEoin
    iEoin
    Community Member

    Email sent - with subject line: Hang in 1P v3 for Mac at startup… (Diagnostic Info)

  • Megan
    Megan
    1Password Alumni
    edited July 2014

    Hi @iEoin‌

    We've received your Diagnostics Report - thanks for sending it in! Someone from the support team will get back to you as soon as possible with some details. We'll keep the conversation going directly via email to avoid complicating things between here and there. :)

    internal reference number: UIC-58998-841

  • iEoin
    iEoin
    Community Member

    Thanks Megan

  • Jasper
    Jasper

    On behalf of Megan, you're welcome. Please let us know if you have any other questions! :)

  • iEoin
    iEoin
    Community Member

    I got an email from Chris suggesting I delete the ws.agile.1PasswordAgent.plist and agent folder, uninstall 1Password and re-install from the legacy downloads location - done, but it made no difference, it still loops on startup. (Activity Manager shows it as not responding).

    Note: 1Password ver 4.5.3 is working fine on my iPhone 5, and 1Password 1.0.9.341 appears to be working fine on my PC - it's JUST the Mac version 3.8.22 that's hanging. I used the Windows version to export as 1PIF file and it successfully exported 630 records.

    I'd like to understand what you discovered from the Diagnostics report.
    Could it be that the iPhone version 4 made a change to the 'database' that is incompatible with 1Password for Mac version 3?
    I'd hate that to be a reason for a forced upgrade (but 1P for Windows ver 1.0.9 still appears to be working, so suspect not?)
    What else does 1P do/check on startup? is there a 'SAFE' startup mode (like holding down alt, ctrl, or cmd key?

    This is now causing real pain - there are activities I need to perform on the MAC that use data stored in 1Password's database and I can't get in.

  • iEoin
    iEoin
    Community Member

    Note: In the Diagnostics report there is a message;

    _Your OS X user account has an invalid shortname. Short names can only contain lowercase letters and an invalid shortname can cause many different problems with 1Password. Apple has a technote about how to change the shortname for your account.
    _
    My short name is Eoin and this matches the home directory, but your note says ONLY lowercase letters are supported… all I can say is that I've been using the existing account Eoin since I bought my first mac in 2006, and I've never had a problem with the uppercase E - is this a real problem?

  • iEoin
    iEoin
    Community Member

    Good news - I think I've found a workaround myself.

    I restarted my mac, and launched 1Password, but did NOT enter my master password (so it didn't start looping)

    I then accessed the Preferences, Advanced and clicked the buttons to Rebuild the data file and Clear the caches. and then restarted using my Master password. It started but all the entries were gone! Panic???

    I went back to the Preferences menu and re-clicked the Rebuild data-file, and this time it appeared to recover everything, BUT...
    It reported sync differences and offered me the Resolve differences pane - with, it appeared, every item selected...

    However, in the Local (mac) and Dropbox versions - there didn't appear to be any differences - both versions looked identical, so why was it asking to resolve differences?

    Anyway, not trusting the local copy, I chose the USE ALL from DROP BOX option, and clicked Resolve... and that appeared to resolve all the differences...
    I've been able to restart my mac and can still access 1Password, but did I do OK?

    How can I tell if it's recovered all the data correctly? Or should I instead delete everything and use the IMPORT from the 1PIF file that I created on the PC?

  • Megan
    Megan
    1Password Alumni

    Hi @iEoin‌

    I'm sorry to hear that Chris's initial instructions didn't get you sorted out, but I'm so glad you were able to find a workaround. I've confirmed your steps with Chris, and he says that your solution should be sufficient here.

    I'd like to understand what you discovered from the Diagnostics report.

    Since I wasn't the one who looked over the Report, I can't say much about how Chris made the decision to give the instructions that he did. We don't always find a smoking gun in the Diagnostics Report, sometimes it is necessary to try out a few solutions to track the issue down. At the very least, the Reports are handy to confirm version numbers, data location, and that helper process running (and so on) so that we know to look in other places for a potential culprit.

    Note: In the Diagnostics report there is a message;

    _Your OS X user account has an invalid shortname. Short names can only contain lowercase letters and an invalid shortname can cause many different problems with 1Password. Apple has a technote about how to change the shortname for your account.

    Don't worry too much about this. The Diagnostics Report includes a lot of information to ensure that our team has the details that they need to troubleshoot a multitude of issues with 1Password. Not every detail in that Report is relevant for each issue. In fact, I haven't personally seen any issues that have been solved by changing the short name. :)

    How can I tell if it's recovered all the data correctly?

    Make sure you are keeping all of your backups, just in case. Unfortunately, there is no automatic way to confirm that the data is correct. You'll have to do a visual inspection of your database and ensure that everything is in place.

    Please do keep an eye on things - I hope that 1Password works smoothly for you from now on, but if you do notice anything else out of sorts, let us know and we'll investigate further!

This discussion has been closed.