Intermittent crashes and slow launches on iPhone 6s Plus running iOS 9.0.2

chmohler

With roughly equal frequency on an iPhone 6s Plus (128 GB AT&T model) running iOS 9.0.2 and syncing with Dropbox, 1Password v. 6.0.1 either...

1. starts up normally
2. shows the launch screen for an extended period (more than 10 seconds), and then crashes (presumably because the iOS Springboard kills it), or
3. eventually (after more than 10 seconds) prompts me to unlock, and then launches normally.

This behavior occurs whether or not I have TouchID enabled for unlocking 1Password. I've also tried (on two separate occasions)

1. deleting the app
2. restarting the iPhone
3. reinstalling the app from the App Store, and re-downloading the Dropbox vault.

The vault re-download (I only have a single vault) occurred over a strong WiFi connection each time and completed successfully (with roughly 1350 items in the vault). Nonetheless, the problem (intermittent normal start up, eventual crash at launch, or slow prompt for authentication) recurred after the re-installation.

I am also not using the phone in low-power mode.

Once 1Password DOES launch successfully (when it actually succeeds in doing so), it operates perfectly well.

Any suggestions? Thanks for the help.

---

1Password Version: 6.0.1
Extension Version: Not Provided
OS Version: iOS 9.0.2
Sync Type: Dropbox

robglee

I have the same issue since upgrading to newest version of 1passworld

garrym

I'm experiencing the same issue (6+, 9.0.2). I've become highly dependent on 1Password and this crash is very frustrating. I look forward to your update!

gizmo0692

Yep, identical issue for me too. IPad Air2, iOS 9.02.

Ben

Hi folks,

If you are experiencing this issue I'd like to ask you to create a Diagnostics Report from your iOS device:

https://support.1password.com/diagnostics/ios.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 handle 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 we should be able to better assist you. Thanks very much!

Ben

chmohler

Hi, Ben. At your request, here is the Support ID number associated with the Diagnostics Report I emailed to support+forum@agilebits.com: MQB-71863-541. Thanks for the help.

jawyckoff

I had same problem with 6+ and iOS 9.0.2.
I just upgraded to 1Password v6.0.2 and it fixed the launch delay.
There is still a delay after launching when using Touch ID to unlock

jacmichel

Exactly same problems. Diagnostic report sent on three occasions.

ddistler

I'm having the same problem (on an iPhone 6S, migrated from an iPhone 5). 1Password 9.0.1 was taking maybe 30 seconds before prompting for Touch ID, then another 30 seconds to after accepting it but before opening the vault. I installed 9.0.2 today, and the pre-Touch ID delay is gone, but the post-Touch ID delay was then followed by a crash every time. I then removed and re-installed 1Password. This reduced the crashes, and Touch ID comes up without the delay, but, after accepting my fingerprint, there is still a 30+ second delay.

I sent in the log file: Support ID is [#LGX-96931-461].

Ben

Hi everyone,

Thank you for the reports and for your patience with us as we attempt to track down this issue. Our developers are working on this and will hopefully be able to find the root cause of it so they can start developing a fix.

Thanks!

Ben

pinskerj

Same issue. iPhone 6 and 6s+, frequent long many minute pauses since the latest 1Password update a week or two ago, latest iOS. It pauses so long sometimes (mucking up sync I believe, as text notes in many of the items are being duplicated) that it has become unusable on Ios. The previous versions worked fine. Plain dropbox sync.

Have been using 1Password on Mac and iOs for years, hopefully this can be fixed soon. Also if its important to note using OPVault format for last few months, working fine until latest ios 1Password update. Thanks,

Ben

Hi @pinskerj

I'm sorry to hear you're also experiencing a similar issue. Could you please confirm for me that this was not happening with v6.2, but now is with v6.2.1? If that is the case I'm thinking this could be a separate issue.

Please let me know.

Ben

pinskerj

6.2 and 6.2.1 came to my iPhone 6s+ very close in time together, so I am not sure, but I think it may have been happening on 6.2 as well. It happens on my wife's iPhone 6 as well. Thanks.

Ben

Thanks, @pinskerj. We have been working with Apple to try and track down a crash with the iOS authentication process that we believe is causing this slowness. Something you could do to help us track down the issue would be to sync your iOS devices with your computer and then look for any crash logs that begin with coreauthd (which is the aformentioned iOS authentication process). Here are some instructions on how to do that:

Crash Logs are usually saved to the device when an application unexpectedly quits. To retrieve the crash log, connect your device to your computer. iTunes should open automatically and copy the crash log to your computer. If iTunes does not copy the crash log, select your device in iTunes and click "Sync."

The crash log can then be found in one of the following locations, depending on which platform you use and what operating system you're using on your host computer:

Note: Crash logs can also sync to the "/Retired/" (Mac), or "\Retired\" (PC) folder one level lower than the paths specified below; Please look in that folder, as well as the paths specified below, for any relevant crash logs whose creation date correlates with the time and date you witnessed the issue.

• Mac OS X:

~/Library/Logs/CrashReporter/MobileDevice/[Your_Device_Name]/

Note: "~/" actually means /Users/[Your User Name]/Library/Logs/... not the root path /Library/Logs/.

• Windows 8:

C:\Users[Your User Name]\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice[Your_Device_Name]\

Note: The AppData folder is hidden by default. Click on the View menu item in a Windows navigation window and check the "Hidden items" checkbox and the AppData folder will appear in the list of folders under C:\Users[Your User Name].

• Windows Vista:

C:\Users\\AppData\Roaming\Apple Computer\Logs\CrashReporter\MobileDevice[Your_Device_Name]\

Note: The "AppData" folder is hidden by default. Choose Organize > Folder and Search Options the file browser window, then click the View tab and change the "Hidden files and folders" option to "Show hidden files and folders."

• Windows XP:

C:\Documents and Settings\\Application Data\Apple Computer\Logs\CrashReporter\MobileDevice[Your_Device_Name]\

Note: The "Application Data" folder is hidden by default. Choose Tools > Folder Options in the file browser window, then click the View tab and change the "Hidden files and folders" option to "Show hidden files and folders."

If you find any of those crash logs please send them along to support+forums@agilebits.com and include a link to this thread ( https://discussions.agilebits.com/discussion/50042 ). If you do not find any of those crash logs, please let me know that as well.

Thanks!

Ben