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1Password 7 disappeared from my PC

Andrew42
Andrew42
Community Member
in 1Password 7 for Windows

1Password stopped working on my Windows PC
This occurred after the update to 7.1.567: I do not kow whether this is relevant.
I logged on as normally this morning. The annoying Edge window appeared suggesting I download 1P but the 1P screen for Master Password never appeared.
The rest of the boot continued normally
I noticed no 1P icon in my notification area. 1P mini was greyed out in Firefox.
I went into Windows/System/Apps and found two 1P entries both dated June 9. One had zero bytes.
I tried deleting the one with zero bytes. I could still not get 1P to open.
I deleted all references to 1P in my Programmes and reinstalled direcdtly from 1Password.
Once reinstalled and my Master Password entered, everything was back to normal except the extension was not working in Edge althoough installed and set to operate. I had to uninstall and reinstall that extension. The extension in Firefox worked without any alterations.
Weird.

1Password Version: 7.1.567
Extension Version: Not Provided
OS Version: W10 Pro
Sync Type: Bropbox

Comments

  • SergeyTheAgile
    SergeyTheAgile

    @Andrew42 there can be only one explanation, something stopped updater from copying files. We can find out more if you can send us a Diagnostics Report. It will include setup logs. The app update process does not touch your data or browser extensions.

  • kalbert312
    kalbert312
    Community Member

    I had the same issue just now. Started up my computer and I got a dialog prompt that stated 1Password7.exe was missing. Had to do a full reinstall.

  • Andrew42
    Andrew42
    Community Member

    @SergeyTheAgile: Diagnostics report sent. Thanks for your help. May I add, I have Malwarebytes installed and I know to deactivate it before trying to install 1P updates. I have tried, unsuccessfully, to modify Malwarebytes to accept 1P so now I simply deactivate it and all other protections before mucking around with 1P.

  • lenworth
    lenworth
    Community Member

    I had exactly the same problem and have reinstalled 7.0.558.

  • lenworth
    lenworth
    Community Member

    I checked the setup log and it looked as if it failed because the .exe file was in use. I shut down 1Password and then installed from the latest 1Password setup file. It installed perfectly.

  • kalbert312
    kalbert312
    Community Member

    Can't upload log or txt files, and there doesn't seem to be an indication of supported file extensions, so I pasted the log below.
    Might be a conflict with the fact that it starts up at Windows login, as I got the prompt soon after logging into Windows.

    2018-06-12 01:00:57.598 Log opened. (Time zone: UTC-04:00)
    2018-06-12 01:00:57.598 Setup version: Inno Setup version 5.5.9 (u)
    2018-06-12 01:00:57.598 Original Setup EXE: C:\Users\kylea\AppData\Local\Temp\1Password\1PasswordSetup-7.1.567.exe
    2018-06-12 01:00:57.598 Setup command line: /SL5="$30350,5419675,587776,C:\Users\kylea\AppData\Local\Temp\1Password\1PasswordSetup-7.1.567.exe" /verysilent /closeapplications /log="C:\Users\kylea\AppData\Local\1password\logs\setup\update_7.0.558_to_7.1.567_on_120618_010057.log"
    2018-06-12 01:00:57.598 Windows version: 10.0.17134 (NT platform: Yes)
    2018-06-12 01:00:57.598 64-bit Windows: Yes
    2018-06-12 01:00:57.598 Processor architecture: x64
    2018-06-12 01:00:57.598 User privileges: None
    2018-06-12 01:00:57.599 64-bit install mode: No
    2018-06-12 01:00:57.603 Created temporary directory: C:\Users\kylea\AppData\Local\Temp\is-SFVCN.tmp
    2018-06-12 01:00:59.812 Starting the installation process.
    2018-06-12 01:00:59.815 Setting permissions on directory: C:\Users\kylea\AppData\Local\1password\app\7
    2018-06-12 01:00:59.817 Directory for uninstall files: C:\Users\kylea\AppData\Local\1password\app\7
    2018-06-12 01:00:59.818 Will append to existing uninstall log: C:\Users\kylea\AppData\Local\1password\app\7\unins000.dat
    2018-06-12 01:00:59.822 -- File entry --
    2018-06-12 01:00:59.822 Dest filename: C:\Users\kylea\AppData\Local\1password\app\7\unins000.exe
    2018-06-12 01:00:59.824 Time stamp of our file: 2018-06-12 01:00:57.479
    2018-06-12 01:00:59.824 Dest file exists.
    2018-06-12 01:00:59.824 Time stamp of existing file: 2018-05-29 18:35:20.900
    2018-06-12 01:00:59.824 Version of our file: 51.1052.0.0
    2018-06-12 01:00:59.825 Version of existing file: 51.1052.0.0
    2018-06-12 01:00:59.825 Installing the file.
    2018-06-12 01:00:59.829 Uninstaller requires administrator: No
    2018-06-12 01:00:59.829 Leaving temporary file in place for now.
    2018-06-12 01:00:59.829 -- File entry --
    2018-06-12 01:00:59.829 Dest filename: C:\Users\kylea\AppData\Local\1password\app\7\1Password.exe
    2018-06-12 01:00:59.829 Time stamp of our file: 2018-06-11 11:49:00.000
    2018-06-12 01:00:59.829 Installing the file.
    2018-06-12 01:01:00.224 MoveFile: The existing file appears to be in use (183). Retrying.
    2018-06-12 01:01:01.225 MoveFile: The existing file appears to be in use (183). Retrying.
    2018-06-12 01:01:02.226 MoveFile: The existing file appears to be in use (183). Retrying.
    2018-06-12 01:01:03.228 MoveFile: The existing file appears to be in use (183). Retrying.
    2018-06-12 01:01:04.232 Message box (Abort/Retry/Ignore):
    C:\Users\kylea\AppData\Local\1password\app\7\1Password.exe

                              An error occurred while trying to rename a file in the destination directory:
                          MoveFile failed; code 183.
                          Cannot create a file when that file already exists.

                          Click Retry to try again, Ignore to skip this file (not recommended), or Abort to cancel installation.
2018-06-12 18:55:18.795   User chose Retry.
2018-06-12 18:55:18.797   Dest filename: C:\Users\kylea\AppData\Local\1password\app\7\1Password.exe
2018-06-12 18:55:18.797   Time stamp of our file: 2018-06-11 11:49:00.000
2018-06-12 18:55:18.798   Installing the file.
2018-06-12 18:55:19.202   MoveFile: The existing file appears to be in use (183). Retrying.
2018-06-12 18:55:20.203   MoveFile: The existing file appears to be in use (183). Retrying.
2018-06-12 18:55:21.225   MoveFile: The existing file appears to be in use (183). Retrying.
2018-06-12 18:55:22.226   MoveFile: The existing file appears to be in use (183). Retrying.
2018-06-12 18:55:23.229   Message box (Abort/Retry/Ignore):
                          C:\Users\kylea\AppData\Local\1password\app\7\1Password.exe

                          An error occurred while trying to rename a file in the destination directory:
                          MoveFile failed; code 183.
                          Cannot create a file when that file already exists.

                          Click Retry to try again, Ignore to skip this file (not recommended), or Abort to cancel installation.
2018-06-12 18:55:27.589   User chose Ignore.
2018-06-12 18:55:27.589   -- File entry --
2018-06-12 18:55:27.589   Dest filename: C:\Users\kylea\AppData\Local\1password\app\7\1Password.exe
2018-06-12 18:55:27.589   Time stamp of our file: 2018-06-11 11:49:00.000
2018-06-12 18:55:27.589   Installing the file.
2018-06-12 18:55:28.002   MoveFile: The existing file appears to be in use (183). Retrying.
2018-06-12 18:55:29.003   MoveFile: The existing file appears to be in use (183). Retrying.
2018-06-12 18:55:30.004   MoveFile: The existing file appears to be in use (183). Retrying.
2018-06-12 18:55:31.005   MoveFile: The existing file appears to be in use (183). Retrying.
2018-06-12 18:55:32.010   Message box (Abort/Retry/Ignore):
                          C:\Users\kylea\AppData\Local\1password\app\7\1Password.exe

                          An error occurred while trying to rename a file in the destination directory:
                          MoveFile failed; code 183.
                          Cannot create a file when that file already exists.

                          Click Retry to try again, Ignore to skip this file (not recommended), or Abort to cancel installation.
2018-06-12 18:55:40.614   User chose Abort.
2018-06-12 18:55:40.615   User canceled the installation process.
2018-06-12 18:55:40.615   Rolling back changes.
2018-06-12 18:55:40.615   Starting the uninstallation process.
2018-06-12 18:55:40.616   Uninstallation process succeeded.
2018-06-12 18:55:40.617   Deinitializing Setup.
2018-06-12 18:55:40.625   Log closed.
  • Greg
    Greg
    1Password Alumni

    Hello everyone,

    AV/anti-malware software might be the culprit here.

    If you have Malwarebytes running on your PC, please try to use the workaround from this thread to install or update 1Password. If you are using a different AV software, please provide more information about it in your reply. You can also try to whitelist 1Password there and check, if the issue with the update remains after that.

    Thanks in advance! :+1:

    Cheers,
    Greg

This discussion has been closed.