Crash when using Firefox [moved to email for troubleshooting/resolution]

Drew_AG
Drew_AG
1Password Alumni
edited February 2015 in Mac
This discussion was created from comments split from: FireFox issue with V5.

Comments

  • hawk98kansas
    hawk98kansas
    Community Member

    I am having an issue with 1password crashing repeatedly when using Firefox. I get a crash report and have been sending them in. My specifics are
    MAC OS v 10.10.2
    1PW 5 v5.1
    Firefox v 35.0.1 extension is 4.2.5

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @hawk98kansas,

    I'm sorry to hear 1Password is crashing when you're using Firefox! I moved your message to its own thread, since it's a different issue than the previous discussion.

    Thanks for the details & version numbers. Can you also describe when the crash happens? Are you trying to use the 1Password extension in Firefox when it crashes? Is there a specific set of steps you can follow to reproduce the issue? Is the main 1Password app open or closed when the problem happens, and does it make a difference?

    Also, you can try installing the latest beta version of the 1Password extension to see if it helps:

    Let us know how it all goes, thanks!

  • hawk98kansas
    hawk98kansas
    Community Member

    The crash happens when I am using Firefox and have the 1Password extension open to select a login. I had another one this morning just before checking this post.
    Nothing specific, just trying to go to a login inside of firefox. I have noticed the mini icon will flash for a second and then come back.
    Usually the Main app is closed but have not seen a difference.
    I have completed the steps you requested and verified that the new extension is in Firefox. will let you know how it goes.

  • Drew_AG
    Drew_AG
    1Password Alumni

    Thanks @hawk98kansas, hopefully things go well with the beta extension, but please let us know if you run into the same problem.

  • hawk98kansas
    hawk98kansas
    Community Member

    Just had another problem with 1PW5 crashing. I got a crash report as well. I confirmed that the new extension 4.3.0.b9 is loaded.

  • Stephen_C
    Stephen_C
    Community Member

    If you had a crash report there should have been an option to send it directly to AgileBits. Were you able to do that? It would be really helpful in trying the track the cause of the problem.

    For what it's worth I'm also using FF 35.0.1 and don't suffer from any crashes when using 1P so there's something special about your setup somewhere. I hope the crash report might help to track that down.

    Stephen

  • hawk98kansas
    hawk98kansas
    Community Member

    I have not sent in the one from this morning, however I have sent in multiple ones from previous event. I will send in again.

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @hawk98kansas,

    In addition to sending crash reports, in order for us to help you solve this on your Mac, please create a Diagnostics Report from your Mac: https://guides.agilebits.com/1password-mac-kb/5/en/topic/diagnostics-report

    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!

  • hawk98kansas
    hawk98kansas
    Community Member

    where is the diagnostics report put on the hard drive. the application is trying to open Apple Mail and I do not use this program so need to know where to find the dianostics report.

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @hawk98kansas,

    As described in step 7 of the Diagnostics Report instructions, you can drag the blue report icon from the troubleshooting tool to your Desktop, and then attach that zip file to the email that you send us.

    Sorry for any confusion about that!

  • hawk98kansas
    hawk98kansas
    Community Member

    Sorry, i am just like most semi technical people. read only part of the instructions. Email was just sent

  • sjk
    sjk
    1Password Alumni

    Hi @hawk98kansas,

    We've received your email with the diagnostics; thanks for sending that in. We'll look it over and follow up with you as soon as possible about how to resolve this problem. For the moment, can you make sure that Sophos is configured to allow local connections? The Configuring Sophos guide has details. Thanks!

    ref: PCJ-16429-654

  • hawk98kansas
    hawk98kansas
    Community Member

    First regarding Sophos. It is already configured with 127.0.0.1 prior to these incidents occurring so that is not the cause. The Mac Hard drive listed is my time machine backup. My IMAC has two partitions, one of which I am using for Time Machine. That is the reason you are probably seeing the two copies in the time machine volume.

  • Drew_AG
    Drew_AG
    1Password Alumni
    edited March 2015

    Hi @hawk98kansas,

    Thanks for letting us know, I've updated the email thread with that information. To avoid confusion, I'll close this thread and we'll keep the conversation going via email so we don't duplicate efforts between here and there. Someone from the support team will get back to you as soon as possible via email with more information, and hopefully we'll get this all worked out soon. Thanks so much for your patience! :)

    ref: OPM-2754

This discussion has been closed.