System Crash, Reinstalled/refreshed OS - Cannot start 1Password

Ida_Adara

Hi,

Got problems with my 1Password Windows OS Client. Am using Win 10 Pro. Have been using 1Password 6 for a while, previous to one of my systems slowing down and eventually crashing. Have done a full refresh/reinstall, where I have kept files but no programs.
The system is now fully updated. I have checked that I have .Net 4.6.2 (latest?), and that it is not corrupted.
I have made sure the 1Password Process is not blocked in antivirus. No log at all of that happening.

I have installed, restarted system, uninstalled, restarted system, reinstalled... and so on. A fair few times.

No way at all the 1Password app will start up at all. I press app icon, nothing happens. I try to open with privileges, I get conversation to allow administrator, press yes. Nothing happens. The client just does not start. At all.

Seems there might be something left from previous install that is causing problems? Anything kept in Win 10 registry, even through refresh?

I don't know. I really don't know. I'm kinda stuck. So there seems to be no problem with .Net. And no problem, as far as I can see, with antivirus. The app still won't even try to start. It just won't.

Any ideas? I'd love any help anyone can muster on this. Thanks in advance.

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1Password Version: 6.1.308
Extension Version: Not Provided
OS Version: Windows 10
Sync Type: Not Provided

Ida_Adara

I can add that in task manager, I can see background process sort of just flash up for about 1-3 seconds, before process is killed for some reason. I have now even tried different and no antivirus apps, and it doesn't influence what happens, whether I have an antivirus app running or not, nor which one I use. So still no luck in trying to solve this myself.

Ida_Adara

Have tried to install 1Password 4 Client for Windows as well. Can't open that either. Same story. Exactly same story. So... why can I not open the client at all?

Ida_Adara

Okay, so I have tried the latest extensions now, for Firefox and Chrome. Both install. Both are pretty much "dead in the water", since they are looking for the 1password helper. I.e. looking for windows app. But it still won't open. Whatever I try to do.

In one instance, I have been able to get a popup dialogue that asks me to import or open vault. But I use a family account, so I don't have any vault file to import that can be opened from that dialogue. And even if I sign in to the account from browser, neither browser extension recognizes the login. Nor allows me to login to the account at all. Very frustrating, I must say. I have to. This is becoming a belly ache, for real.

So the browser extensions are severed from browser logins. The browser login works just fine. All other computers, and phones, are working perfectly, as well. But the reinstalled computer still won't let me open 1Password 4, nor 6. At all. Even as admin.

So... what do I do? Should I really start panicking? Is that really the only thing I can do? Help?

MikeT

Hi @Ida_Adara,

Thanks for writing in, I'm sorry to hear about all of the issues you're having. The first thing to do is send us your Windows logs, so we can see what's going on. The fact that two separate unrelated 1Password programs are having the same issue suggests a much wider Windows issue, especially since 1Password 6 is mostly self-contained with no external dependency beside .NET 4.6.1+.

1. Click on Start Menu, search for Event Viewer and open it
2. On the left sidebar, expand Custom Views on the top and then click on Administrative Events
3. Reproduce the issue with 1Password 6
4. Go back to the Event Viewer, right-click on the list to refresh. You should see errors from the source .NET Runtime. Right-click on the error to select Copy > Copy Details as text.
5. Paste it into a new text file with NotePad, save it and email it to us at support+windows@agilebits.com. Please include the link to this thread in the email, so we can connect the email to this thread.

Let us know here when you've sent the email, so we can confirm we have your email.

Ida_Adara

Hi,

Thank you for replying. I have sent you an email with referrals to this discussion and a notepad txt file of the errors this is causing.

These are only from trying to open the desktop app. Trying to open the browser extensions does not end up leaving me any such error logs in Windows. Lately, the browser just says it does not recognize the call from extension, and that the file types mentioned are not known. So the main problem still seems to be the windows desktop app and whatever happens in system when I try to launch the app. Looking forward to hearing back from you.

MikeT

Hi @Ida_Adara,

I cannot find the email and I've also searched using the email address in your forum profile here, along with your forum name and the discussion link.

Can you tell me if you got an automatic reply from our BitBot and if yes, it should contain the support ID #, can you tell me that information?

Thanks!

Ida_Adara

Hi,

Sure! Support ID is #RSU-24143-371. Hope that helps.

Thanks!

MikeT

Thanks, I've found it and we'll reply to your email as soon as possible.

ref: RSU-24143-371