chrome browser extension not working

rjh18
rjh18
Community Member
in Mac

Just upgraded 1 password 6.3 and installed plugin for chrome. But when I click on it I see the 1password app flash open and close and then i just get the welcome message but no app. I am using chrome Version 50.0.2661.102 (64-bit). Mac version is 10.11.4 Please advise.

1Password Version: 6.3
Extension Version: 4.5.6.90
OS Version: 10.11.4
Sync Type: Not Provided

Comments

  • Pilar
    Pilar
    1Password Alumni

    Hi @rjh18,

    I'm sorry to hear that 1Password is not working properly. I'd like to ask you a couple of questions so we can get on the right track to help you. Can you please tell me if you can open 1Password normally if you go directly to the main app? Does 1Password mini (on your Mac's menu bar) work ok? If you use any other browsers, for example Safari, does the extension work well?

    I hope to hear back from you soon so we can find the solution to your problem :chuffed:

  • cswilliams
    cswilliams
    Community Member

    Hi,

    Just wanted to say that I'm having the exact same problem since upgrading to v6.3 on the same chrome version (50.0.2661.102) on OS X 10.11.5. To answer your questions:
    1) Can you please tell me if you can open 1Password normally if you go directly to the main app?
    Yes, works fine

    2) Does 1Password mini (on your Mac's menu bar) work ok? If you use any other browsers, for example Safari, does the extension work well?
    Yes, works fine in Safari

    I've tried rebooting my computer, uninstalling and reinstalling the chrome extension. Nothing seems to fix it. When I click the 1password button in chrome, it launches the 1Password app, which opens and then quits immediately, then the 1password mini icon in my task bar turns blue and nothing else happens, eventually chrome shows the "Try again" option.

    The following appears in my console log when I click the 1password icon in chrome:
    6/1/16 2:45:46.504 PM 2BUA8C4S2C.com.agilebits.onepassword4-helper[431]: 630032 [EXT:(Secondary Thread 0x7fa3b2488440):] M webSocketForURI: | [ES4] Extension connected Chrome-Extension 'chrome-extension://aomjjhallfgjeglblehebfpbcfeobpgk / (null)'
    6/1/16 2:45:46.574 PM 2BUA8C4S2C.com.agilebits.onepassword4-helper[431]: 630032 [EXT:(Secondary Thread 0x7fa3b2488440):] E findExtensionProcessForPort: | Failed to find extension process for 'chrome-extension://aomjjhallfgjeglblehebfpbcfeobpgk:51259', my PID: 431, invalid output: '431
    ', apps found: (
    )
    6/1/16 2:45:46.575 PM 2BUA8C4S2C.com.agilebits.onepassword4-helper[431]: 630032 [EXT:(Secondary Thread 0x7fa3b2488440):] E findExtensionProcessForPort: | Stopping connection since no PID was found to validate the other side of the connection.
    6/1/16 2:45:46.000 PM kernel[0]: Google Chrome He[1450] triggered unnest of range 0x7fff82600000->0x7fff82800000 of DYLD shared region in VM map 0xb082a1555095df9d. While not abnormal for debuggers, this increases system memory footprint until the target exits.
    6/1/16 2:45:47.452 PM 1Password 6[1233]: 630032 [URL_HANDLER:(Main Thread):] M handleActivateHelperURL: | Handling activate helper url for browser Chrome.
    6/1/16 2:45:51.670 PM com.apple.WebKit.Networking[1243]: NSURLSession/NSURLConnection HTTP load failed (kCFStreamErrorDomainSSL, -9843)
    6/1/16 2:45:51.770 PM com.apple.WebKit.Networking[1243]: NSURLSession/NSURLConnection HTTP load failed (kCFStreamErrorDomainSSL, -9843)
    6/1/16 2:45:54.639 PM 2BUA8C4S2C.com.agilebits.onepassword4-helper[431]: 630032 [EXT:(Secondary Thread 0x7fa3b525e830):] M webSocketForURI: | [ES4] Extension connected Chrome-Extension 'chrome-extension://aomjjhallfgjeglblehebfpbcfeobpgk / (null)'
    6/1/16 2:45:54.707 PM 2BUA8C4S2C.com.agilebits.onepassword4-helper[431]: 630032 [EXT:(Secondary Thread 0x7fa3b525e830):] E findExtensionProcessForPort: | Failed to find extension process for 'chrome-extension://aomjjhallfgjeglblehebfpbcfeobpgk:51308', my PID: 431, invalid output: '431
    ', apps found: (
    )
    6/1/16 2:45:54.708 PM 2BUA8C4S2C.com.agilebits.onepassword4-helper[431]: 630032 [EXT:(Secondary Thread 0x7fa3b525e830):] E findExtensionProcessForPort: | Stopping connection since no PID was found to validate the other side of the connection.

  • Pilar
    Pilar
    1Password Alumni

    Hi @cswilliams,

    Thank you for your answers and the console log, it looks like the problem is isolated to chrome. Could you please try updating Chrome to the latest version and see if it helps? I see that you're both using 50.0.2661.102, the latest one is 51.0.2704.63. Please try this and let us know what happens :chuffed:

  • rjh18
    rjh18
    Community Member

    Mine is not working on either Safari or Chrome eventhough I upgrade to the latest version of Chrome. Password mini is running and rebooting doesnt help.

  • Megan
    Megan
    1Password Alumni

    Hi @rjh18,

    I’m sorry that this problem is still bothering you. Let’s take a closer look at your system to see if we can determine where things are getting tangled up.

    I'd like to ask you to create a Diagnostics Report from your Mac:

    Sending Diagnostics Reports (Mac)

    Attach the Diagnostics Report(s) to an email message addressed to support+forum@agilebits.com.

    Please do not post your Diagnostics Report(s) 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(s) 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(s) and ensure that this issue is dealt with quickly. :)

    Once we see the report we should be able to better assist you. Thanks very much!

  • rjh18
    rjh18
    Community Member

    Support ID is [#TAC-73917-332]

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @rjh18,

    Thanks for sending the report! Someone will get back to you as soon as possible with more information, and we'll keep the conversation going directly via email to avoid complicating things between here and there. Hopefully we'll have this all figured out soon!

    ref: TAC-73917-332

  • cswilliams
    cswilliams
    Community Member

    Also, I created a report: [#RTB-78162-411]

  • Pilar
    Pilar
    1Password Alumni

    Hi @cswilliams,

    We have received your diagnostics report. We'll continue the conversation over email! :chuffed:

    ref: RTB-78162-411

  • cswilliams
    cswilliams
    Community Member

    just FYI to anyone, my chrome issue was caused by GlimmerBlocker, following the steps here fixed it: https://support.1password.com/configure-os-x-proxy/

  • Drew_AG
    Drew_AG
    1Password Alumni

    Thanks so much for taking the time to follow up and let us all know what the problem (and solution) turned out to be! I'm sure that will be extremely helpful for anyone else having the same problem.

    If you need anything else, we're always happy to help. Have a great weekend! :)

This discussion has been closed.