Launching 1Password crashes iPhone (6 and 6 Plus) [Under investigation]

Batesie

Im using 1password on a new iPhone 6+, not every time but often when i launch the app, it crashes the phone. the apple logo appears on the screen and then we carry on as normal.

any ideas please??

MrRooni

Good afternoon, @Batesie‌ and sorry for the trouble. It sounds like this one is out of our control given that it's causing the whole device to reboot. However, the next time this happens could you please send in a diagnostic report immediately afterwards? Within 1Password tap on Settings > Advanced > Troubleshooting > Email Diagnostics.

Please post here when you send in the report and we'll take a look.

riproke

I too am having terrible crashing problems on iOS with 6+ 128GB. Not only does it stutter on launch it causes a springboard reset about 25% of launches. I cannot remember last time an app caused a springboard reset. Turned off all syncing and switches I thought might contribute but to no avail. :-(

mizar

Me too. Happened to me twice last night. I'll send some diagnostics if it happens again.

MrRooni

Good morning @riproke and @mizar. I'm sorry for the trouble you're having. Please do send in a diagnostic report the next time this happens, I would be interested to know what's happening here. I've also asked our internal iPhone 6+ owners to let me know if they see this behavior.

Ben

Hi folks,

Yes, please send those reports. We can't fix the problem if we can't see it. :)

Thanks!

Stephen_C

Sorry to add to this thread but I have just read this article about 128GB iPhone 6 and 6 Plus owners reporting restart issues. There's no doubt plenty on the relevant Apple forum and it may possibly have nothing to do with what posters on this thread have reported but I thought it worth mentioning.

Stephen

PTK

This has happened to me many times as well (iPhone 6 Plus). The reboot happens about every 5th time I open the software on my phone. Also, every time I open it, there is a 3-4 second pause, as part of the screen loads and then pauses before the rest of it loads.
I have sent diagnostic reports to you. Hope it helps. I love the software and want it to work well.

MikeT

Hi @PTK,

Do you have a lot of apps installed on your iPhone and does the crash only occurs within 1Password? There is a well known issue with iPhone 6 and 6+ that Stephen_C just linked to where it would just randomly reboot out of nowhere.

mizar

It hasn't happened to me again; however my iPhone 6+ IS the 128G version mentioned in the link. However I don't have lots of apps and the storage is less than half used. I got the large storage version for maps and photos rather than thousands of apps. I think iOS 8.1 is very suspect, as is Yosemite though. My phone and Mac have never crashed before and I've had iPhones and macs for many years. Apple's software quality has gone right down the tubes

Ben

Thanks for the feedback, @mizar‌

MikeT

Hi @mizar,

I don't know if this is helpful but this was reported a bit more today on MacRumors: http://www.macrumors.com/2014/11/07/apple-stopping-tlc-nand-flash-iphone-6-6-plus/

Specifically this part:

Apple will reportedly switch to MLC NAND flash for the 64GB iPhone 6 and the 128GB iPhone 6 Plus, and will also address crashing and boot loop issues with the release of iOS 8.1.1

It is a rumor but hopefully, it might be true.

jaromad

This is happening to me as well, and just did again. I just emailed a diagnostic with the name of this thread in the body of the email.

Winnie

Thanks @jaromad!
ref: LBU-13829-679

TrevorL

Similar problems. Login in screen does not load fully initially on iPhone 6 Plus 64G. Phone resets periodically when starting 1 password. Diagnostics sent.

rob

Hi, @TrevorL. Did you get a response letting you know your ticket ID? If so, could you post that here so we can find your email easily?

Thanks!

Mdhotel

Iphone 6plus 128GB. Very small amount of applications. Agilebits should stop blaming Apple for this issue. This is the only application crashed phone constantly. Every day im expecting some update and nothing is done. Why? I do like 1Password and is my favorite application. Time to make update.

MrRooni

Good morning folks. One of the things that we've found has helped with some of the instability on iPhone 6+ is to disable zoomed mode. To disable it, open the Settings.app > Display & Brightness > Display Zoom. If zoomed mode is enabled try switching it to standard and see if that makes a difference.

@Mdhotel‌ I understand your frustration here, and we're frustrated by it as well. We're not attempting to assign blame in order to get out of fixing the problem. This is a problem that is currently outside of our control. iOS apps have no ability to affect the iOS springboard directly. Of course it's possible (and likely, given the reports) that something 1Password is doing is exploiting a crash in the iOS springboard. To that end we have opened a bug report with Apple and are waiting hear back from them.

mentalmodels

any update on this?

ag_kevin

We do not have an update as of today. We will likely know more when Apple releases a beta of the next iOS update, but can not promise anything at this time. If you run in zoomed mode, try it without zoom mode turned on and please let us know if that makes a difference. Obviously this would only be a temporary workaround, but it would give us more information to work with.

Thank you for your patience!

Shawmango

Turning off zoomed mode works for me. Not a great solution in my case since the whole reason I purchased the 6+ was to use zoomed mode to go easier on my aging eyes, but apparently a workaround for now. I have hundreds of apps and 1Password (which I love, and also run on 2 macs) is the only one that causes the springboard to relaunch.

Thanks for working on a solution.

Ben

Thanks for the feedback. :)