Cannot log in

Hi,

Machine: Windows 10, home edition. Was using the 1Password beta version.

I've been using the 1Password beta for a long time and always allow the app to update when it wants to. However, today it wouldn't allow me to log in, but unfortunately I didn't type out the error message. After looking round your forum someone said to delete the sqllite DB, which I did.

That allowed me to to login from scratch using the emergency kit that you supplied. However, I'm now in a forever loop because it says that I should update, but when I click update it says that there's a newer version and do I want to use that. If I say no, absolutely nothing happens; 1Password doesn't load/open despite waiting 5 minutes (don't worry, I used a stopwatch).

If I say yes, I'm in a forever loop and can't get out of the app asking me to install a newer version.

Can you help, please? I find this very strange when I've never had this issue before. Why would sqllite lock me out and why am I stuck in this loop?

Thanks


1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided
Referrer: forum-search:cannot log in

Comments

  • I should say that the Help -> About screen shows I'm on version 7.3.712 and it thinks there's a version for 7.4.758. Channel was beta

  • Also, why is it trying to download 7.4.758 when your latest version up to 31-Mar-2020 is 7.4.763? Something is very screwy here.

  • bundtkatebundtkate

    Team Member

    So a few things to cover here, @Robsilveruk. First – and we should probably be more forceful about saying this any time we suggest this step – I would strongly advise to never delete that database unless one of us has told you to do so or you're otherwise certain it's going to help. In this case, it sounds like everything was fine, but it's one of those things where it can have consequences you may not expect. If you had any offline changes, for example, those would be gone now. It can be super helpful, but it's just one of those things I wouldn't treat as a standard troubleshooting step in the same way you might treat a reboot. Reboots have essentially no consequences so there's never any harm in trying, but deleting that database can be dangerous and lead to data loss if you're not careful.

    With that said, it actually seems you've have some update problems for some time that perhaps just weren't apparent until now. The beta has had quite a few updates since 7.3.712 should have been the latest. In fact, you should have been on a 7.4 build since January. On a positive note, the updater and installer have been completely redone for 7.4, so rather than spending time figuring out 7.3's problem, I think it's best to just fix things up.

    To that end, could you try manually uninstalling your current 1Password and install the latest directly from our downloads page and let me know if that helps? Thanks!

  • Many thanks for getting back to me. This is the link where I learnt to delete the DB and although the staff member doesn't say to delete the file, nor do they suggest to the customer that they should not have deleted the file: https://discussions.agilebits.com/discussion/107007/cant-install-1password-on-windows-10

    Either way, I tried the suggestion in the post of renaming the folder but the update still didn't work.

    So, I have now tried to uninstall 1Password but to no avail. If Windows has just rebooted, then when you click uninstall, Windows will ask you, "are you sure you want to do this", and then 1Password opens, and the uninstall doesn't even run (it may be a silent fail). If this is the 2nd attempt at uninstalling then it's still a silent fail. I have rebooted 3 times and the exact same thing occurs each time.

    Is there a folder that I can view error reports and pass them on?

    I have looked in Windows Event Viewer under
    Window Logs
    Application - searched for 1Password but it finds nothing
    Security - after a search there are numerous results but I can't see the word "error" in the logs, but I could be wrong (primarily the logs are counting the number of credentials returned).
    Setup and System didn't return any results
    Custom Views -> Administrative Events didn't return any results.

    Thanks

  • I've now found log files which reside within the 1Password folder and I will do two further posts: one for the 02-Apr-2020 and another for today, 03-Apr-2020. Both results are lying because both end up stating that the installation was successful when it was not.

  • edited April 5

    02-Apr-2020 file:

    [2020-04-02 08:18:34.742888 +01:00] INFO [opw_starter] opw-starter\src\main.rs:165: Starting installation to 1Password 7.4.759 from version 7.4.763
    [2020-04-02 08:18:34.742888 +01:00] INFO [opw_starter] opw-starter\src\main.rs:480: Setup logs path set to : C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\logs\setup
    [2020-04-02 08:18:34.914951 +01:00] INFO [opw_starter] opw-starter\src\main.rs:234: Copying files to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\update
    [2020-04-02 08:18:34.914951 +01:00] INFO [opw_starter::transaction] opw-starter\src\transaction.rs:72: copying files to: C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\update\7
    [2020-04-02 08:18:35.117798 +01:00] INFO [opw_starter] opw-starter\src\main.rs:238: Renaming C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\previous
    [2020-04-02 08:18:35.117798 +01:00] INFO [opw_starter::transaction] opw-starter\src\transaction.rs:116: renaming C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\previous
    [2020-04-02 08:18:35.289750 +01:00] INFO [opw_starter::transaction] opw-starter\src\transaction.rs:159: renaming C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\previous
    [2020-04-02 08:18:35.289750 +01:00] INFO [opw_starter] opw-starter\src\main.rs:246: Renaming C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\update to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app
    [2020-04-02 08:18:35.289750 +01:00] INFO [opw_starter::transaction] opw-starter\src\transaction.rs:159: renaming C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\update to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app
    [2020-04-02 08:18:35.289750 +01:00] INFO [opw_starter] opw-starter\src\main.rs:263: File copying completed successfully!
    [2020-04-02 08:18:35.289750 +01:00] INFO [opw_starter] opw-starter\src\main.rs:323: starting C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app\7\1Password.exe setup
    [2020-04-02 08:18:35.523983 +01:00] INFO [opw_starter] opw-starter\src\main.rs:148: Installation completed successfully!
    
  • Attached is the 03-Apr-2020 file

    I should also say that I've down loaded your installer today and without doing any installation it IMMEDIATELY opens 1Password, asking me to login, so I looked at the version number and it's set to 7.4.763!!!

    Is that the latest version? Has the problem been sorted?!

    [2020-04-03 08:29:50.080445 +01:00] INFO [opw_starter] opw-starter\src\main.rs:165: Starting installation to 1Password 7.4.763 from version 7.4.763
    [2020-04-03 08:29:50.080445 +01:00] INFO [opw_starter] opw-starter\src\main.rs:480: Setup logs path set to : C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\logs\setup
    [2020-04-03 08:29:51.416999 +01:00] INFO [opw_starter] opw-starter\src\main.rs:234: Copying files to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\update
    [2020-04-03 08:29:51.416999 +01:00] INFO [opw_starter::transaction] opw-starter\src\transaction.rs:72: copying files to: C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\update\7
    [2020-04-03 08:29:51.573517 +01:00] INFO [opw_starter] opw-starter\src\main.rs:238: Renaming C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\previous
    [2020-04-03 08:29:51.573517 +01:00] INFO [opw_starter::transaction] opw-starter\src\transaction.rs:116: renaming C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\previous
    [2020-04-03 08:29:51.741889 +01:00] INFO [opw_starter::transaction] opw-starter\src\transaction.rs:159: renaming C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\previous
    [2020-04-03 08:29:51.741889 +01:00] INFO [opw_starter] opw-starter\src\main.rs:246: Renaming C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\update to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app
    [2020-04-03 08:29:51.741889 +01:00] INFO [opw_starter::transaction] opw-starter\src\transaction.rs:159: renaming C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\update to C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app
    [2020-04-03 08:29:51.746430 +01:00] INFO [opw_starter] opw-starter\src\main.rs:263: File copying completed successfully!
    [2020-04-03 08:29:51.746430 +01:00] INFO [opw_starter] opw-starter\src\main.rs:323: starting C:\Users\RobertSilver.DESKTOP-CMSJHTL\AppData\Local\1Password\app\7\1Password.exe setup
    [2020-04-03 08:29:51.786837 +01:00] INFO [opw_starter] opw-starter\src\main.rs:148: Installation completed successfully!
    
  • bundtkatebundtkate

    Team Member

    That is the latest version, @Robsilveruk! And, in fact, that last installer log wasn't exactly lying to you either. It was reporting that you were trying to install an older version over a newer one. You'll see this bit at the beginning: Starting installation to 1Password 7.4.759 from version 7.4.763. We had seen a lot of folks doing that with this update and it's actually been really bothering me because I can't think up a good reason why that started happening now of all times, but it was a thing so we made some changes to not allow that to happen. Now, what should happen when you try to do this is you'll see a dialogue that says, "Hey, it looks like you're trying to install an older version. Don't do that. Do you want to open 1Password instead?" Ok, it's not quite so quippy as I am, but that's the gist.

    Anyway, long story short, what it seems you've done is essentially repair your existing install. It looks like you've been on 763 this whole time, but something was amiss and running that installer fixed things up, so I'd say you're set. For the sake of safety, though, go ahead and get rid of any installers you've got kicking around. I suspect your issues were originally caused by running old over new before we disallowed that. Best way to ensure that doesn't happen again is to get rid of those installers. You can't click what you don't have, right? And do keep an eye on things for a bit and make sure everything is working properly. If anything seems amiss still, let me know. :+1:

  • Hi @bundtkate, many thanks getting back to me, and fingers crossed, everything has been fine since I last left a message.

    I do prefer your text ("Hey, it looks like..."), as I think that sums it up perfectly! If you're not a developer already, I think you should be, because us devs are pretty lousy at wording things.

    Thanks again.

    Robert

  • bundtkatebundtkate

    Team Member

    Haha. I actually do write a lot of the error messages in 1Password for Windows, with some help from our development team. Being a bit snarky honestly would fit our general personality fairly well, too, but 1Password is security software and security is rather serious business. I could see folks reasonably taking offense if we didn't stick to conventions, so we tend to be a bit less fun when it comes to that sort of stuff. I'm no developer and it's a good thing too as the last code I wrote was for a very 1990s website with things like buttonized link images and midi music in the background, but I'm lucky to work alongside a pretty amazing team of developers all the same. Some of them honestly ain't half bad at writing either so they make my life fairly easy. :chuffed:

    Anyway, I hope the happy place holds, but if I can do anything more to help, just let me know. Stay safe out there!

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