1Password Unexpectedly Quit

mjh18

When launching the 1Password app on an iPad Air 2 (iOS 10.2), the following message appears, after which the app immediately quits (and the message disappears as well). This occurs either immediately upon launching the app, or immediately after scanning a fingerprint to login:

1Password Unexpectedly Quit
Would you like to send a report so we can fix the problem?
Send Report
Always Send
Don't Send

After 6-8 attempts at launching the app, the message remained on the screen instead of disappearing immediately. I clicked "Send Report", and the app remained open. This exact scenario also happened once before, a few weeks ago.

This is rather disconcerting. Can this issue be addressed in the next release?

Thanks.

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1Password Version: 6.5.1
Extension Version: N/A
OS Version: iOS 10.2
Sync Type: Dropbox

AGAlumB

@mjh18: Since this is the first report of this kind I've heard of in recent memory, it seems like it's limited to your device. Otherwise we'd be hearing from many others, if it were a problem with 1Password itself. It's possible that the app is simply damaged in your case, perhaps due to an update issue. If you have all of your data in Dropbox or stored on other devices, the best option will be to remove the app, restart your device, and install a fresh copy from the App Store. Let me know what you find. I look forward to hearing back from you!

mjh18

Thanks for the quick response, @brenty. I'll give that a try, and will post another comment if the issue reoccurs.

AGAlumB

Please do! Hopefully you won't run into further issues, but we're here if you need us. :)

mjh18

@brenty, yesterday I did exactly as you had suggested, and just now I experienced the same issue once again. Then I launched the app a second time, and this time the message remained. So, I was able to click the "Send Report" button, after which the app did not automatically close, and I was able to use it. In case it helps you to identify that particular error report, I clicked the "Send Report" button at 3:25pm U.S. Central time.

Please let me know if you need any more information, or have any other suggestions.

AGAlumB

@mjh18: I'm sorry to hear that. To be clear, it sounds like it's working for you at least, but does seem annoying. The next time it happens (a given at this point, I think), would you send us a diagnostics report? That will include 1Password's logs, and should help identify the cause of the crash. For now, please enable all of the options in 1Password Settings > Advanced > Diagnostics > Log Settings, since it isn't clear what the source is. That way, next time it happens, regardless of the trigger, we should get something. Thanks in advance!

mjh18

OK. I enabled all Log Settings in Diagnostics, and I will Send Diagnostics next time the issue occurs.

What about the report I sent via the "Send Report" button? Did you not receive it, or is it not very useful because Log Settings had not been enabled?

AGAlumB

@mjh18: Yes, thanks! iOS crash reports are always good to send, but they don't give us much insight into what's going on inside 1Password, only system information about the crash. Sometimes that's enough, especially if it's system-related (Springboard or initialization, for example), but 1Password's own logs (not always available, of course, if you can't get into the app) let us know exactly what 1Password was trying to do when the crash occurs. Every bit helps! :sunglasses:

EllenH

The exact same thing happened to me this morning on my iPhone (7 plus). I restarted the device and after a few more "unexpected quits" it finally stayed put. I then tried to use 1P on my iPad mini and the same thing happened with a small difference. The app did open but quit after a few seconds. After 3 or 4 tries I was able to get in. So, while I was at it, I tried on my other iPad (Air) and 1P worked fine the first time. Then I went back to the home screen and tried again, and, guess what: "unexpected quit". After two or three tries and quits, it stopped quitting. Very frustrating. So it doesn't seem to be a problem with one specific device. I sent the crash report when I could but the log settings were not fully enabled, which I have done now. Maybe it won't happen again :-)

AGAlumB

@EllenH: Thanks so much for letting us know! It's interesting that it happened on two of your devices. I really appreciate you enabling the log settings. Be sure to send the diagnostics if it happens again!