can't download app on 6s

mcginnie

I have a separate 1Password vault for my teenaged son, and he just got a new iPhone 6S. We share an iTunes account. In the App store accessed on his iPhone, the 1Password app shows up with the "open" icon (therefore, seems to have been downloaded) but it is greyed out and does not work. We tried installing it via iTunes, but that didn't work either. There is no 1Password icon on his phone at this point. Help!

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1Password Version: 6.0.1
Extension Version: Not Provided
OS Version: IOS9
Sync Type: Dropbox
Referrer: forum-search:can't download app on 6s

AGAlumB

@mcginnie: Sorry to hear that! I encountered some similar issues after updating to iOS 9 myself. Be sure to do a Spotlight search, as the app may simply be hiding in plain (or otherwise) sight among the myriad app icons...

But if course if it really isn't installed and iOS, the App Store, and iTunes won't let you install it, you may need to contact Apple for assistance. There just isn't any way for AgileBits to make installation work, as that's handled entirely by Apple's platform.

However, be sure to try restarting the device, and then see if you can remove 1Password from Settings > General > Storage & iCloud Usage > Manage Storage, which should allow you to install a fresh copy from the App Store. Please let me know how it turns out! :)

mcginnie

Thanks. It's weird because I noticed that 1password is in the list of apps on the settings screen, but it appears nowhere else, including the path you suggested, and it doesn't show up in spotlight results. I guess we are headed to the genius bar.

danco

Do you have parental restrictions set? You did say he was a teenager, so that sounds possible.

Because 1PW contains its own browser, which could connect to any web site, it can't be downloaded when restrictions are set. I believe you have to remove restrictions, download, and then put restrictions back.

It's not a situation I am familiar with, but I think that this is way to deal with restrictions.

Ben

Excellent point danco. 1Password is rated 17+ due to the built-in web browser. If restrictions are on it could certainly cause the behavior you've described, @mcginnie

mcginnie

I don't think we had parental restrictions set, but I will certainly check it. There are apparently some issues with apps not downloading if you restore the 6S from a backup of the prior phone (his was a 4S), but most of those seem to be stalled installs, not this weird problem. So, short of going to the Genius Bar, I think we may completely reset his phone, and start over instead of restoring. Thanks for the thoughts so far.

AGAlumB

There are apparently some issues with apps not downloading if you restore the 6S from a backup of the prior phone (his was a 4S), but most of those seem to be stalled installs, not this weird problem.

@mcginnie: Off the top of my head, there are at least three, which don't seem to be related:

1. [Unresolved] iCloud/iTunes restore process sometimes fails to restore everything for some reason, even though it will often work correctly upon subsequent attempts.
2. [Resolved] iCloud backups were sometimes restoring the wrong 'slice' of an app (for a different device type), so Apple has disabled App Slicing for the time being.
3. [Unresolved] App installs stall after restore, showing 'waiting', or otherwise not displaying the correct status-related options to install, update, etc.

So, short of going to the Genius Bar, I think we may completely reset his phone, and start over instead of restoring. Thanks for the thoughts so far.

Doing a full reset and setting up as new is what several Apple Geniuses have recommended to me for my own software issues, since restoring from a device backup will almost certainly restore any software problems with it as well. For now I'm prepared to live with some issues rather than start over from scratch.

One thing they had me try which has helped to some degree without being catastrophic was iOS Settings > General > Reset > Reset All Settings (it sounds ominous, but Reset All Content and Settings is the scary one, which will wipe everything). While this will leave your apps and their data intact, just be aware that this will wipe out saved passwords, Touch ID, and Apple Pay (among other things, but those were the ones that I found most annoying).

So if you're comfortable starting over completely, that will likely help a lot; but I think it may be worth your while to try Reset All Settings* first instead, as it may help and save you a lot of time and hassle if it does! :)

*As an aside, iOS 8 had a bug which resulted in iCloud Drive being wiped during this process as well, but this is fixed in iOS 9 (otherwise mine would be gone!) However, it may still be prudent to backup any data stored in iCloud Drive first. better safe than sorry.