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iMac crashing after entering master password

klauswaibel
klauswaibel
Community Member
in Mac

About a week ago, my Mac started crashing (i.e. shutting down) sporadically after entering the master password. I thought it was something else but because I started documenting the situation, realized it was 1Password causing this problem.

1Password Version: 5.3
Extension Version: 4.4.2
OS Version: 10.10.5
Sync Type: Not Provided
Referrer: forum-search:iMac crashing after entering master password

Comments

  • klauswaibel
    klauswaibel
    Community Member

    Do I need to run the your diagnostic immediately upon rebooting?

  • atterp
    atterp
    Community Member

    I have the same issue with my MBP. when opening 1Password within Firefox.
    1Password informs that the password is incorrect, when I try entering it a second time, my Mac crashes.
    OSX10.10.5
    1Password 5.3.
    Firefox 40.0.3

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @klauswaibel,

    I'm sorry you're having this problem when trying to unlock 1Password! If it becomes necessary to send us a diagnostics report, then yes you would want to do that once your Mac reboots. However, I'd like to get some more information first, if you don't mind:

    • Are you using the AgileBits Store version or the Mac App Store version of 1Password?
    • Does this problem happen when entering your master password in the main 1Password app, or in the 1Password extension in your browser (or both)?
    • How often does it seem like this happens?
    • If this happens when unlocking 1Password from the browser extension, what web browser are you using, and what version?

    Also, if the problem is happening when unlocking the 1Password browser extension, please try installing the latest update for the extension, which is currently 4.4.3 (your message said you're using 4.4.2). If your browser isn't installing the extension update automatically, you can install the latest version from here: https://agilebits.com/onepassword/extensions

    Thanks!

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @atterp,

    I'm sorry you're also having a problem with your Mac crashing! I don't know for sure if it's the same problem the OP reported. It will definitely help us if you can let us know some additional details:

    • Are you using the AgileBits Store version or the Mac App Store version of 1Password?
    • What version of the 1Password extension is installed in Firefox?
    • Does the same problem happen if you try to unlock the main 1Password app instead of the browser extension?
    • Have you tried using 1Password with other browsers (like Safari or Chrome)? If so, does the same problem happen?
    • Does this always happen consistently? In other words, does it always tell you the master password is incorrect on the first try, and then crashes your Mac on the second try? Or does it work sometimes?
    • When did this problem start happening? Was it working correctly before?

    Thanks in advance!

  • atterp
    atterp
    Community Member

    Hi

    Sorry I updated things yesterday to try and stop the crash. Then I came across Klaus's comment.

    1Password came from the Mac App Store.

    All I can tell you is that the extension is a 4 something as I refreshed Firefox and downloaded a new extension. I updated it last week in Firefox, to see if that would stop the crashes, it did not.

    It did not happen if I opened 1Password itself, rather than the browser extension.

    I have not tried with any other browser.

    I can't say it was consistent, it was certainly frequent, in that my MBP has been crashing a couple of times a day. It was always that the master password was incorrect, then upon reentering it, my MBP simply died.

    This has been happening for just over a week. I have not downloaded any updates during that time, unless Firefox published some updates, which I let auto download.

    If it happens again I will let you know and provide more details.

    Paul

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @atterp,

    Thanks for the additional details! To find the exact version of the 1Password extension you have installed in Firefox, you can follow the steps in this knowledgebase article (the same as the link I gave in my steps yesterday). However, if you reinstalled the extension just last week, it should be the latest (which is version 4.4.3). But even if you were using a slightly out of date version, it shouldn't cause your entire Mac to crash, so that's really strange.

    If/when it happens again, we can try taking a look at a Diagnostics Report that you can create on your Mac (please create the report as soon as the Mac is back up and running): 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 make sure you receive a reply as quickly as possible.

    Once we see the report, we'll take a look to see if we can figure out why this is happening. Thanks in advance! :)

  • starman98
    starman98
    Community Member

    Hello,
    I'm running the Mac App Store 1Password version 5.3 on my MBP retina OS version 10.10.5 and also using the the 1Password extension 4.4.3 in Firefox 40.0.3. I enter my master password and 1 Password extension informs me that it is wrong so I enter it a second time then my MBP crashes.

  • sjk
    sjk
    1Password Alumni

    Hello @starman98,

    Sorry to hear your Mac has been crashing like this. 1Password should never cause that to happen.

    Thanks for the information you've provided so far. To assist with troubleshooting, please send us a Diagnostics Report; instructions are in Drew's post right before yours. Answers to Drew's earlier questions, either here or with your Diagnostics Report email, could also be helpful:

    • Does the same problem happen if you try to unlock the main 1Password app instead of the browser extension?
    • Have you tried using 1Password with other browsers (like Safari or Chrome)? If so, does the same problem happen?
    • Does this always happen consistently? In other words, does it always tell you the master password is incorrect on the first try, and then crashes your Mac on the second try? Or does it work sometimes?
    • When did this problem start happening? Was it working correctly before?

    We appreciate your help determining the specific cause of the crashing and putting an end to it as quickly as possible. Thanks!

  • starman98
    starman98
    Community Member

    -The problem does not happen when I try to unlock the main 1Password app.
    -I have not tried 1Password with Safari.
    -It happens occasionally.
    -It started happening when I installed 1Password version 5.3
    I will send you a Diagnostics Report.
    Thank you

  • Megan
    Megan
    1Password Alumni

    Hi @starman98,

    We've received your Diagnostics Report - thanks for sending it in! I see that someone from our support team has already responded - please let us know if you do not see an email in your inbox. We'll keep the conversation going directly via email to avoid complicating things between here and there. :)

    ref: AEM-43765-471

  • starman98
    starman98
    Community Member

    Yes I did receive an email and I have made the adjustments. I let you know how it works out.
    Thank you.

  • sjk
    sjk
    1Password Alumni

    Thanks for following up here, @starman98. Sure hoping your Mac crashes will not return!

This discussion has been closed.