Safari Extension Says App not installed

botnag

All of a sudden the Safari Extension when I click on it says 1password is not installed. 1) It is and 2) If I open it and click on the extension in the browser bar, it then crashes 1password. Macbook pro OS10.10.1 1, password 5.0.2, safari 8.0.1. tried quitting everything, but no go.

Megan

Hi @botnag‌

Please try this:

• Open 1Password.
• Click the 1Password menu, hold down the Control key, and select Quit 1Password and 1Password mini.
• Restart the Mac.
• Relaunch 1Password.

I know you mentioned quitting everything, but I'm not sure if 'everything' included the mini ... and your Mac. This should give things a nice fresh start, but if you're still having trouble after restarting, please let me know and we'll investigate further.

thightower

Also if @Megan advice doesn't help the can you tell us the version of the extension installed ?

botnag

Hi, it started working spontaneously alter the evening of 12/10. Worked yesterday. Today doing the exact same thing (I did update Safari as per the Apple update I received yesterday. so now running 8.0.2. I did as you asked above, quit and restarted, no go. I reinstalled the Safari 1password extension from the website to make sure it's ok as well. I have the Firefox extension installed as well, seems to be working in Firefox though, oddly enough, its specific to Safari.

littlebobbytables

Hi @botnag‌

It's odd that it only misbehaves with Safari. Myself and probably a few others are running Safari 8.0.2 so I don't think we're looking at a browser wide issue.

It's a shot in the dark but the following can't do any damage.

1. Delete the extension complete from Safari.
2. Launch 1Password and quit both it and 1Password mini. (Megan showed you one way to do this)
3. Drag the 1Password application from your /Applications/
4. Reboot your Mac
5. Download a fresh copy of 1Password from the same location as you purchased it i.e. App Store or our site https://agilebits.com/downloads
6. Install a fresh copy of the extension.

If that doesn't work I'm wondering how you feel about testing a fresh Safari profile out?

freshideawriter

I'm having the same problem as @botnag‌. Would like to have a genuine fix of the problem. I'm running Safari8.0.2, Yosemite 10.10.1, and 1Password extension 4.2.5. I don't know how to contact support. 1Password used to have a contact support function in the Help menu, but it has disappeared. @Megan‌, how do I get some help on this?

Drew_AG

Hi @freshideawriter,

I'm sorry you're having trouble using the 1Password extension in Safari! Can you please confirm if you've already tried Megan's steps here, and/or littlebobbytables's steps here?

If you've tied those suggestions but still have the same problem, here are a couple additional things you can try:

• Open the main 1Password app and go to Preferences > General. Make sure "Always keep 1Password mini running" is enabled.

• Try restarting 1Password mini after a system restart. To restart 1Password mini, open the main 1Password app and go to Help > Troubleshooting > Restart 1Password mini.

If it's still a problem, it sounds like something is blocking the connection between 1Password mini and the 1Password browser extension. It could be another extension in Safari, a vpn/proxy server configuration, firewall software, or antivirus software. Do you use any of those types of things on your Mac?

freshideawriter

@Drew_AG‌ Thanks for getting back with me. Yes, I've followed @Megan‌'s steps and @littlebobbytables‌' steps. 1Password mini is set to always run in the background. I'm not using any VPN connections or proxy servers. I don't use antivirus software, and the Mac OS X firewall is off. I do have other Safari extensions, but do I have to uninstall all of my extensions?

Jasper

Hi @freshideawriter,

So we can investigate further, could you please email us a Diagnostics Report from your Mac, along with your forum username and a link to this discussion, to: support+forum@agilebits.com

A brief comment here mentioning that you've sent the report would also be helpful. Thanks in advance!

freshideawriter

@JasperP‌ Thanks for getting back to me. I've sent you the Diagnostics Report.

littlebobbytables

Hi @freshideawriter‌

Thank you for sending in your Diagnostics Report. I've found your email and somebody will be in touch shortly.

ref: MVK-44289-598

Gia

Running OS X 10.10 Yosemite...
1Password claims that app is not installed (both in Firefox and Safari) and insists on running 1Password Mini in menu bar (even though I unchecked the option it 1Password Preferences)...
This kind of behaviour is unacceptable... I've been using 1Password for 7 years now, but if it continues to behave like this, good luck... Does not matter that I live in Toronto and Agile Bits is based here... sick and tired... had problems with 1Password on iPad, sent all the required logs... no answer... no respect for customers...

freshideawriter

Sorry you've had so much trouble, @Gia‌. I've been a 1Password customer for years as well. I've had the occasional problem, but support's always stuck it out with me until the problem was resolved, just like in this discussion thread. There's no perfect software solution out there, and so I appreciate 1Password's normal trend of stability—especially across such a wide range of platforms.

Megan

Hi @Gia,

I'm so sorry to hear that you're feeling frustrated, and I'll do my best to help sort things out for you. If you've already sent an email request with Diagnostics Reports in to our team, you should have received an automated response with a ticket ID number. Please let me know what that number is and I can track your email down in our system and ensure that it gets looked at by our technical gurus just as soon as possible. (I did search in our system for any emails from the address attached to your forum account, but was unable to find any open requests.)

Leiavagile

I have the same problem. I had it on my old mac, and this week in january 2015 when i installed all new on my new mac, then I have the same problem. I think I will give up now. Not long since I upgraded 1password, but now i regret very much to wast money.

Megan

Hi @Leiavagile‌

I'm so sorry that you're feeling frustrated here. Could you tell me if you've tried any of the fix suggestions posted earlier in this thread? Once we know what you've tried, we can investigate a bit further.

When you reply, including the version numbers of 1Password, your operating system and the 1Password extension will help us narrow things down as well.

bogdan

Hello guys,

Did you get this sorted? After upgrade to 1Password 5.3 I've got exactly the same problem. On 10.10.2 only Safari extension doesn't work (FireFox extension works well). Yesterday I've upgraded to 10.10.3, but the problem persists.

Bogdan.

bogdan

I just want to mention that I've tried the steps suggested by @littlebobbytables, but that didn't help.

Megan

Hi @bogdan,

I'm sorry to hear that you're having trouble here! If you've already tried the fix suggestions earlier in the post, let's take a closer look at your system. I'd like to ask you to create a Diagnostics Report from your Mac:
https://support.1password.com/diagnostics/mac-4.html

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.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here so we can quickly track down the Report and ensure that it is dealt with quickly. :)

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

bogdan

Hello Megan,

I hesitate to send you the DR because in my opinion it collects an excessive amount of data. When I asked for any NDA agreement in response I only got an assurance that DR only contains general system information. I'm not happy about that.

I did some more tests: I created a new user profile on my computer and configured a fresh 1Password profile there. The result was the same: Safari extension cannot contact 1Password Mini.

I can see that your DR utility is looking for Firewall/AV in place. Out of the whole list I only have LittleSnitch installed, which does not block 1Password in any way.

It looks like this issue has manifested since Dec 2014. Do you have any clue what could be the root cause? Is there anything I can try without of sending the DR?

Bogdan.

littlebobbytables

Hi @bogdan,

The list of processes we check for is far from complete, it's merely the common ones.

Basically any system level process that is designed to monitor and block communication may be a cause of which anti-virus, software firewalls and parental controls are three that spring to mind. Do you have any software that comes under these categories or similar?

Another cause could be a proxy or VPN interfering with communication. Do you have anything set up either in Safari or at a system level that Safari might be honouring?

As far as Little Snitch goes, Deny rules overrule Allow rules. Do you have any overreaching Deny rules that might be blocking Safari or 1Password?

Something there might give us a clue so we'll look at what you report back and take it from there.

bogdan

Hello @littlebobbytables,

I believe you are correct. It looks like the issue was caused by automatic proxy discovery protocol, which did not consider connections to localhost. I found lots of connection attempts in proxy log to "127.0.0.1:6263", which is the port that 1P Mini is listening on my computer.

I couldn't confirm that, unfortunately, because when I started my computer today the extension just started working (before I had a chance to update the proxy auto discovery rules). Nevertheless, I believe that should resolve the issue. I will let you know if it manifests again.

Thanks for your support!
Bogdan.

littlebobbytables

Hi @bogdan,

It sounds like now that you know what the probable source of the issue is that you're more than well equipped enough to tackle it. It sounds like it should be more well behaved now but you know where we are if you have questions :smile: