1Password cannot load extension

wkleem

I have been having this issue for over 1 month now. The extension fails to load but works the second time around.

littlebobbytables

Hi @wkleem,

I've once or twice seen this but never with any consistency. Have you restarted your iOS device at all and does it still happen even after that?

wkleem

I'll try to turn off all my devices as the error shows up on all the iDeviceS.

Thanks

AGAlumB

@wkleem: Generally restarting resolves the issue in my experience. Please let us know how it turns out! And if you can, generate a diagnostic report in 1Password after this happens in Settings > Advanced > Diagnostics > Send Diagnostics (you’ll have to scroll to the bottom) and send it to support+forums at agilebits dot com, we can look at the logs to see if that sheds some light on things. Just be sure to include a link to this forum thread and your username in the email so we can 'connect the dots'. Thanks! :)

wkleem

@brenty, My Email is disabled. I never use Apple Mail on iOS or Mac. Would it make a difference if I sent the diagnostic report from the PC?

sjk

Hi @wkleem,

At the moment it's required to at least temporarily configure Mail on your iOS device(s) for 1Password diagnostics generated there to be sent. You could email an attached diagnostics HTML file to yourself, then email it to us from your Windows PC, if you didn't want to email it directly from your iOS device(s). Or if you save a draft in Mail for iOS with the attached diagnostics file, that draft might be accessible with your Windows PC email client if configured to use the same mail account as on iOS.

I hope this helps. In the future we may provide a way to copy/transfer 1Password for iOS diagnostics so that Mail usage won't be required.

wkleem

Email sent with reference to this discussion.

sjk

Hi @wkleem,

We've received your email with the diagnostics from your iPhone – thanks for sending that in!

We'll keep the conversation going directly through email so we're not getting support wires crossed between there and here. Someone from our support team will be responding to you as soon as they can.

Cheers!

ref: YJU-51964-347

wkleem

Hi, I have tried the email solution which was only temporary. Maybe 1Password 5.5 when released will solve it? Will 1P 5.5 require iOS 9 or will it remain at iOS 8?

Thanks.

Ben

1Password 5.5 will run on iOS 8.

wkleem

Thanks for the confirmation. I had to be sure as 1Password 4.6 became 1Password 5.0 which required iOS 8 to work.

sjk

Updates within each major release version of 1Password will normally continue to run on the same operating system version(s), e.g. all 5.x updates on iOS 8. When a major release version of 1Password is incremented, e.g. version 5 to a hypothetical version 6, the supported operating systems requirements might be changed but not necessarily. This can common with plenty of other software, not only 1Password. :)

Up to now Apple has stated that all iOS devices and Macs currently supporting iOS 8 and Yosemite can be upgraded to iOS 9 and El Capitan. Let's say that the hypothetical 1Password 6 for iOS hypothetically required iOS 9 (both still unknowns at the moment); you'd have the option to upgrade both without the need to acquire new hardware.

wkleem

I'm having this issue again but this time, the dialog is too big for me to dismiss in my iPhone. The keyboard covers the "Dismiss" button. My only option is to quit the app and relaunch 1Password 5.5.

AGAlumB

@wkleem: I'm sorry to hear that you're still having this problem! That sounds incredibly frustrating...and confusing.

It sounds like the app may simply be damaged (the alternative being that there's actually something wrong with iOS or the device itself, but we'll cross that bridge when we come to it...) so please backup your 1Password data, restart your device completely, and then reinstall 1Password. Please let me know how it turns out!

wkleem

It sounds like the app may simply be damaged (the alternative being that there's actually something wrong with iOS or the device itself, but we'll cross that bridge when we come to it...) so please backup your 1Password data, restart your device completely, and then reinstall 1Password. Please let me know how it turns out!

Sure.

I'm using Dropbox sync, if that matters?

AGAlumB

I'm using Dropbox sync, if that matters?

@wkleem: The sync service won't have an impact on the app itself. It should make it easier to get your data back to your device after reinstalling though. But I'd still recommend saving a backup. You can never have too many! ;)

wkleem

I happened to notice that the Apple Keyboard in my iPad 4 has a minimise keyboard in the lower right hand corner while my IPhone 5s has no such thing, just typing keys. My problem with the Extension error message being unclickable may have started with iOS 8.4

AGAlumB

@wkleem: Hmm. The keyboard is managed by iOS, so this won't be related to 1Password...but are you perhaps using display scaling on your device? Maybe a screenshot would help illustrate what you're seeing. Please let me know!

wkleem

Hi

After comparing the error message screens to my previous screen cap, the new screen capture from the 1Password is more verbose than the older, more simplified, one.

wkleem

Should I go back to email as @brenty requested previously?

AGAlumB

Should I go back to email as @brenty requested previously?

@wkleem: I think that might be a good idea at this point, so that we can delve a bit deeper into this strange problem.

BUT, first I have to ask in case it's been overlooked: have you tried reinstalling 1Password? It may be that the app is simply damaged, and a fresh copy will work as intended. Please try this. I suspect that may be the case, since we haven't received other reports of this strange and persistent problem.

But if you're still having trouble, please send a fresh diagnostics report via email (using the same ID: YJU-51964-347) and we'll see if we can get to the bottom of this for you once and for all.

wkleem

Diagnostic report sent with link back here.

AGAlumB

@wkleem: Thanks! I see that we've received your email, so we can continue the conversation there and close this discussion for now. We'll take a look at the diagnostics and get back to you shortly! :)

ref: YJU-51964-347