Unable to Install 1Password 6 on Windows 10
Hello,
I'm trying to support a user in my company who is trying to use 1Password 6 on her Windows 10 laptop. We're using 1Password Teams for our company. She was having an issue with the chrome extension not working. To fix it, we tried uninstalling the chrome extension, uninstalling 1Password, and restarting her laptop to get her to a fresh starting state. We then downloaded the installer from https://1password.com/downloads (Build v308 https://app-updates.agilebits.com/product_history/OPW6#v308) and ran the installer. The install finished successfully but now whenever she tries to launch 1Password we're prompted to update to version 6.1.308! The version we just installed! Even if we do the upgrade, every time we try to launch the app it asks us to upgrade to 6.1.308 again. Have you seen this before? Any idea what we can do to get her up and running?
Thanks!
Mike
1Password Version: 6.1.308
Extension Version: Not Provided
OS Version: Windows 10
Sync Type: Not Provided
Comments
-
Hi @noseworthy,
Thanks for writing in.
That's certainly weird. I have seen cases where upgrading to a newer version looks complete but in fact, it silently failed and reverted the user to the previous version, so that naturally caused the user to see the upgrade again. This was caused by an outdated .NET framework that didn't support the newer versions of 1Password. However, that's usually not the cause for the same 308d > 308d update, it shouldn't happen in the first place.
First thing, I would recommend making sure the Windows 10 Anniversary Update (build 1607, AU) is installed to ensure she has .NET 4.6.2 framework update included.
If your company can't install the AU update yet, my next suggestion is install the latest .NET framework version.
After this, can you check the list in Control Panel > Remove Programs to make sure she only has one copy of 1Password installed?
0 -
Hey @MikeT,
Thanks for the fast response! Everyone is gone home for the weekend right now, but I'll check it out first thing Monday and get back to you. Thanks for the tips!
0 -
Hi @noseworthy,
You're welcome. Just to save a bit of time on Monday, I'd also recommend emailing the .NET logs from Windows' Event Viewer to see why it is problematic. Here's how:
- Click on Start Menu, search for Event Viewer and open it
- On the left sidebar, expand Custom Views on the top and then click on Administrative Events
- Reproduce the issue with 1Password
- Go back to the Event Viewer, right-click on the list to refresh. You may see errors from the source .NET Runtime. Right-click on the error to select Copy > Copy Details as text.
- 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 and your forum username, so we can connect the dots.
0 -
Hey @MikeT,
Thanks again for your help! We didn't get a chance to try to fix this issue again until today, so sorry for the delay. I'm happy to report that 1Password is now working on her laptop perfectly. I'm sad to report however that we didn't do anything... It just started working randomly. Maybe some Windows auto-update happened in the middle of the week or something that bumped it out of that update loop I was talking about.
Sorry for the noise on the boards, but thanks for your help!
Happy Holidays,
Mike0 -
Hey @noseworthy: On behalf of MikeT you are very welcome! I am glad to hear the issue has resolved itself. :+1:
Don't be sorry for the noise, that is what our forums are for. :) Feel free to reach out to us anytime. We are always ready to help!
Happy Holidays!
++
Greg0 -
I face a similiar issue. I just started using 1Password. I set up account and installed everything successfully on my desktop (running Windows 10 home) and it's running fine there. I accessed my account on my laptop (running Windows 10 Pro) and logged in OK, but when I try to download 1Password 6 it fails with the following message "Error 1001 InstallUtiLib.dll: Unknown Error"
0 -
Further update: I just followed the above instructions for the event viewer and the top entry is from MsInstaller with Event ID 11001. Task Category None. Just in case this is relevant.
0 -
Sorry Greg, but my laptop already appears to be up to date with that .The installer tells me:
"Microsoft .NET Framework 4 is already a part of this operating system. You do not need to install the .NET Framework 4 redistributable.
Same or higher version of .NET Framework 4 has already been installed on this computer."
Perhaps it can be unistalled and then reinstall? I've never tried to uninstall a Windows component.
0 -
@l610024: Apparently, I used a wrong link in my previous response to you. I am sorry about that! :blush:
Please try to install Microsoft .NET Framework 4.6.2 and then install 1Password 6. Let me know how it goes. Thanks!
++
Greg0 -
BINGO!!! 1Password 6 successfully installed! Thank you ... Thank you ... Thank you.
Perhaps this will also fix my problem with my Windows AU install, which has failed too many times to count. (Trying all the fixes I could find on the internet.) Unfortunately, I won't be able to report back on that for several days while it tries to install. :)
0 -
Hi @l610024,
On behalf of Greg, you're welcome. We're happy to hear you're up and running now.
I wish I don't have to say this but .NET 4.6.2 is included with Windows 10 AU. So, if Windows 10 AU was installed, you wouldn't see this issue with 1Password in the first place.
I had the same issues in the past with Windows 10 upgrade failures and the thing that worked for me was doing a fresh install with this tool: https://support.microsoft.com/en-us/help/15088/windows-create-installation-media
There's an option to preserve your data while it reinstall Windows cleanly and I did this 4 times in the last 2 years without any issues.
Before you do anything, always back up your Windows drive.
0
