2BUA8C4S2C.com.agilebits.onepassword-osx-helper unexpectedly quit

rizzinim
rizzinim
Community Member
in Mac

Every time I reboot the Mac, I got a windows that advise me that "2BUA8C4S2C.com.agilebits.onepassword-osx-helper unexpectedly quit"
For this reason, it's more than 1 months that 1 Password extension it's not working anymore. Safari and Chrome you click on the icon and nothing happen.
I tried to reinstall 1 Password but nothing is changed.
Please can you help to solve the problem?

1Password Version: 6.3.1
Extension Version: 4.5.7
OS Version: OSX 10.11.5
Sync Type: iCloud
Referrer: kb:undefined, kb-search:2BUA8C4S2C.com.a [28885]

Comments

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @rizzinim,

    I'm sorry you've been having this problem with 1Password! We'll help you get to the bottom of this one way or another.

    If 2BUA8C4S2C.com.agilebits.onepassword-osx-helper is crashing, that means 1Password mini isn't running, which helps explain why the browser extension won't work (the extension needs to connect to mini). But I don't know why it's unexpectedly quitting when you reboot your Mac. Do you have the 1Password app in the Applications folder? If not, please make sure you move it there.

    Do you have any trouble opening the main 1Password app? If you can open & unlock the app, does the browser extension work while the main app is open? Also, if you can open the main 1Password app, try restarting 1Password mini: From the main 1Password app, go to Help > Troubleshooting > Restart 1Password mini. Once you do that, does the browser extension work?

    If that doesn't help, you can also try this:

    • Go to the Applications folder.
    • Find the 1Password app and drag it to the Trash (do not use any app cleaning tools).
    • If you have multiple copies of the 1Password app (in Applications, Downloads, etc) make sure you delete each one.
    • Empty the Trash.
    • Reboot your Mac.

    After you empty the Trash and reboot your Mac, the next steps will depend on whether you're using the Mac App Store version or the AgileBits Store version of 1Password:

    If you're using the Mac App Store version of 1Password:

    • After the reboot, launch the Mac App Store (make sure you're signed in with the same Apple ID you used to purchase 1Password).
    • Go to the Purchased tab and click the Install button next to 1Password.

    If you're using the AgileBits Store version of 1Password:

    • After the reboot, download a fresh copy of 1Password from our download site.
    • Once downloaded, unzip the file (if necessary) and drag it to the Applications folder.

    After reinstalling 1Password, do you still have problems with the extension or 1Password mini. Please let us know how it all goes, and if it's still a problem, we'll continue from there. Thanks!

  • rizzinim
    rizzinim
    Community Member

    Hello Drew,
    thanks for the quick reply.
    I Put in the trash the app, I empty the trash, reboot the Mac and re-downloaded from the AppStore.
    As soon as I open 1 Password from the App folder I got the same windows, with the same error.
    Please note that the 1Password icon in the menu bar of the Mac work even if I got this crash.
    It seems the only issue is that the extension icon of the browser don't do anything once pressed.

    Here you have part of the log I can see in the windows.
    I can't put all because it's more than 50k characters
    Thanks
    Max

    Incident Identifier: 72A29029-A9A6-465E-BD8D-D215543A8141
    CrashReporter Key: C3C24AEE-FD9D-58B6-8F73-7878BC37F64F
    Hardware Model: MacBookPro11,3
    Process: 2BUA8C4S2C.com.a [658]
    Path: /Applications/1Password.app/Contents/Library/LoginItems/2BUA8C4S2C.com.agilebits.onepassword-osx-helper.app/Contents/MacOS/2BUA8C4S2C.com.agilebits.onepassword-osx-helper
    Identifier: 2BUA8C4S2C.com.agilebits.onepassword-osx-helper
    Version: 6.3.1 (631005)
    Code Type: X86-64
    Parent Process: launchd [1]

    Date/Time: 2016-07-15 17:26:22 +0000
    OS Version: Mac OS X 10.11.5 (15F34)
    Report Version: 104

    Exception Type: SIGTRAP
    Exception Codes: TRAP_BRKPT at 0x0

    Thread 0:
    0 libsystem_kernel.dylib 0x00007fff86a4df72 mach_msg_trap + 10
    1 CoreFoundation 0x00007fff994941c4 __CFRunLoopServiceMachPort + 212
    2 CoreFoundation 0x00007fff9949368c __CFRunLoopRun + 1356
    3 CoreFoundation 0x00007fff99492ed8 CFRunLoopRunSpecific + 296
    4 HIToolbox 0x00007fff9a207935 RunCurrentEventLoopInMode + 235
    5 HIToolbox 0x00007fff9a20776f ReceiveNextEventCommon + 432
    6 HIToolbox 0x00007fff9a2075af _BlockUntilNextEventMatchingListInModeWithFilter + 71
    7 AppKit 0x00007fff9a9f4df6 _DPSNextEvent + 1067
    8 AppKit 0x00007fff9a9f4226 -[NSApplication _nextEventMatchingEventMask:untilDate:inMode:dequeue:] + 454
    9 AppKit 0x00007fff9a9e8d80 -[NSApplication run] + 682
    10 2BUA8C4S2C.com.agilebits.onepass... 0x00000001022846dd 0x10226f000 + 87773
    11 libdyld.dylib 0x00007fff97bff5ad start + 1

    Thread 1:
    0 libsystem_kernel.dylib 0x00007fff86a545e2 __workq_kernreturn + 10
    1 libsystem_pthread.dylib 0x00007fff9932a341 start_wqthread + 13

    Thread 2:
    0 libsystem_kernel.dylib 0x00007fff86a54efa kevent_qos + 10
    1 libdispatch.dylib 0x00007fff9051adcd _dispatch_autorelease_pool_pop + 0

    Thread 3:
    0 libsystem_kernel.dylib 0x00007fff86a545e2 __workq_kernreturn + 10
    1 libsystem_pthread.dylib 0x00007fff9932a341 start_wqthread + 13

    Thread 4:
    0 HockeySDK 0x0000000102721f48 0x1026f9000 + 167752
    1 HockeySDK 0x000000010272c067 0x1026f9000 + 208999
    2 libsystem_pthread.dylib 0x00007fff9932c99d _pthread_body + 131
    3 libsystem_pthread.dylib 0x00007fff9932c91a _pthread_body + 0
    4 libsystem_pthread.dylib 0x00007fff9932a351 thread_start + 13

    Thread 5:
    0 libsystem_kernel.dylib 0x00007fff86a4df72 mach_msg_trap + 10
    1 CoreFoundation 0x00007fff994941c4 __CFRunLoopServiceMachPort + 212
    2 CoreFoundation 0x00007fff9949368c __CFRunLoopRun + 1356
    3 CoreFoundation 0x00007fff99492ed8 CFRunLoopRunSpecific + 296
    4 AppKit 0x00007fff9ab4ad95 _NSEventThread + 149
    5 libsystem_pthread.dylib 0x00007fff9932c99d _pthread_body + 131
    6 libsystem_pthread.dylib 0x00007fff9932c91a _pthread_body + 0
    7 libsystem_pthread.dylib 0x00007fff9932a351 thread_start + 13

    Thread 6:
    0 libsystem_kernel.dylib 0x00007fff86a53cde __posix_spawn + 10
    1 Foundation 0x00007fff91ad9a24 -[NSConcreteTask launchWithDictionary:] + 2949
    2 2BUA8C4S2C.com.agilebits.onepass... 0x00000001022ee29c 0x10226f000 + 520860
    3 libdispatch.dylib 0x00007fff9052093d _dispatch_call_block_and_release + 12
    4 libdispatch.dylib 0x00007fff9051540b _dispatch_client_callout + 8
    5 libdispatch.dylib 0x00007fff9051929b _dispatch_root_queue_drain + 1890
    6 libdispatch.dylib 0x00007fff90518b00 _dispatch_worker_thread3 + 91
    7 libsystem_pthread.dylib 0x00007fff9932c4de _pthread_wqthread + 1129
    8 libsystem_pthread.dylib 0x00007fff9932a341 start_wqthread + 13

    Thread 7:
    0 libsystem_kernel.dylib 0x00007fff86a545e2 __workq_kernreturn + 10
    1 libsystem_pthread.dylib 0x00007fff9932a341 start_wqthread + 13

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @rizzinim,

    Thanks for the additional details! I think I may have misunderstood your original description of the problem - I thought you meant you were getting the "2BUA8C4S2C.com.agilebits.onepassword-osx-helper unexpectedly quit" error immediately after rebooting your Mac, but now it sounds as if you get that error when trying to launch the main 1Password app?

    Either way, to help figure out what's going on, I'd like to ask you to create a Diagnostics Report from your Mac: https://support.1password.com/diagnostics/?mac

    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 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 should be able to better assist you. Thanks in advance! :)

  • rizzinim
    rizzinim
    Community Member

    Hello Drew,

    I have done everything. Here you have the auto reply info with support ID number.
    Thanks
    Max

    For your reference, your support ID is [#DLR-26962-841]. Please include this ID in the subject of any followup emails so we'll know they're from you.

  • Drew_AG
    Drew_AG
    1Password Alumni
    edited July 2016

    Thanks @rizzinim! We received your Diagnostics Report, and I'll update the email thread with details from this forum discussion so it's easier for our support team to get up to speed with the issue. 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. Cheers!

    ref: DLR-26962-841

  • rizzinim
    rizzinim
    Community Member

    Thanks
    Have a great Weekend !
    Max

  • Drew_AG
    Drew_AG
    1Password Alumni

    You too! :)

This discussion has been closed.