The 1Password Community forums are in read-only mode from Jan 28th - Feb 4th, 2025. Find out more.

1Password remaps keyboard then crashes entire system

flowerpecker
flowerpecker
Community Member
in Mac

I am not 100% certain that 1Password is causing the following problem, but this only happens when I use 1Password for the first time after my computer and thus 1Password have been off/closed for some period.

The problem: I open 1Password and attempt to input my master password. My password is not accepted. If I go into some program like Mail or Notes and attempt to type my password there (making sure that I'm spelling/punctuating it correctly), I find that my keyboard has been remapped (i.e. Ka becomes Ac) so I can't type anything correctly. Almost immediately after going into one of these other programs to test the keyboard functionality, my computer crashes. Upon restart, my keyboard and all programs including 1Password work normally. This has only occurred since I upgraded to Yosemite, but that upgrade was several months ago and the crashes have been occurring only in the past few weeks. Most of my software/OS are set to update automatically so I can't say if these crashes correspond to any recent software update.

My system:
Model Name: MacBook Pro
Model Identifier: MacBookPro10,1
Processor Name: Intel Core i7
Processor Speed: 2.8 GHz
Number of Processors: 1
Total Number of Cores: 4
Memory: 16 GB
OS: Yosemite 10.10.3
1Password: 5.3 (530029)

1Password Version: 5.3
Extension Version: Not Provided
OS Version: 10.10.3
Sync Type: iCloud

Comments

  • Megan
    Megan
    1Password Alumni

    Hi @flowerpecker,

    Thanks so much for taking the time to write in and share your experience. I'll admit, I haven't heard of anything like this happening before, so we'll need to do a bit of digging to find out where things are getting tangled up. Thanks so much for including all of your system details, it gives us a much better place to start!

    Now, the first thing to rule out is any oddness with your Master Password that might be causing it to be not accepted in the first place. Do you have any special characters in your Master Password? In general, we recommend that you use only standard ASCII characters in your password.

    I'd also like to know what your keyboard language is set to. You can find this in System Preferences > Keyboard > Input Sources. While you're poking around in the System Preferences, what are your Language and Region settings?

  • flowerpecker
    flowerpecker
    Community Member

    Hi Megan -

    Password is nine characters consisting of both upper and lower case English letters. Keyboard is set to US English; Region is US.

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @flowerpecker,

    Thanks for the additional details! If there are no special characters in your master password, we can rule that out as a reason why it's rejected in 1Password right before you notice the problem.

    In your description of the problem, it sounds like you're wondering if the master password rejection is causing the problem. However, to me it sounds like being unable to unlock 1Password is a symptom of the keyboard issue, and not the cause. In other words, the reason your master password doesn't work sometimes is because the keyboard problem has already been triggered, so when you type the master password, the wrong characters are being entered. If the keyboard issue is causing the problem in 1Password, it would make sense that other apps (like Mail or Notes) would also have the same issue at that point.

    Of course, that doesn't really help to determine why the keyboard problem happens in the first place. You said this happens after your Mac has been "off/closed for some period." I'm not sure if that's related or not, but could you please elaborate on that? Do you mean that Mac is in sleep mode, or completely shut down? How long does "some period" typically last? (Minutes? Hours? Days?) Is 1Password the first app you try to use once you turn that Mac on again? Has the problem ever happened while using another app without trying to unlock 1Password first?

    Also, do you happen to have any third party software on that Mac which might be related to keyboard use? Like some sort of third party keyboard or clipboard manager? Do you use an external keyboard with your MacBook Pro, or just the built-in keyboard?

    Thanks in advance!

  • flowerpecker
    flowerpecker
    Community Member

    Hi Drew -

    1. Not using any third-party software that should affect keyboard use (no custom keyboard maps, no clipboard managers, none of that stuff).
    2. Not using - and have never used - an external keyboard
    3. Sometimes I turn on my Macbook and am doing things with other software programs for hours before opening 1Password. My keyboard works as it should whether I'm in Firefox, Pages, Lightroom, Notes, Mail, Handbrake, etc. And then I open 1Password, attempt to enter my master password and find that I'm getting an error message. I immediately check my keyboard with the nearest open program only to find that no matter what key I press, the first letter that appears will be "a," the second key I press will produce "b," and so on. The keyboard "remembers" what this new mapping is until it crashes, but the new mapping doesn't stay consistent from one crash to the next. The crash is never immediate but almost always occurs within a minute.
    4. Sometimes I open 1Password almost immediately after turning on the laptop and find the same behavior as described above - but of course I can't say for certain that everything was working normally since 1Password is the first and only thing opened before the crash...
    5. I have never had this problem without attempting to open 1Password.

    Thanks for any help - would be happy to send any logs you might identify as useful.

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @flowerpecker,

    Thanks for the additional details, it definitely helps us to know exactly what you're experiencing on your Mac, even if we don't know what's causing that to happen yet. I must admit I'm pretty stumped here, I've never heard of something like that happening before! But I think it will help if you can create a Diagnostics Report from your Mac: https://support.1password.com/diagnostics/mac.html

    Attach the Diagnostics Report to an email message addressed to 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 username 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 track down the report and ensure that it is dealt with quickly. :)

    Once we see the report, hopefully we'll be able to find something to help us figure out what's going on. Thanks in advance!

This discussion has been closed.