1Password Updates Being Stopped

[Homer712]

I use a password program called 1Password. It checks for updates and then updates the program. It only does this when it is in the "locked" state. Came back to my laptop this afternoon to find a window/screen advising that the 1Password update could not be completed and to check if any browsers were active. They were not. I quit Malwarebytes and 1Password finished the update. Not sure what to add to the "allow" list in Malwarebytes to have this not happen again. If one of the developers could advise, that would be great. Just as a side note, that "allow" list in V4 has certainly grown to something way beyond anything I ever needed to do in V3.

[Malwarebytes]

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[exile360]

Greetings,

The allow list in Malwarebytes 4 is actually functionally identical to the exclusions function in Malwarebytes 3 and even as it was in Malwarebytes 2 and the original Malwarebytes' Anti-Malware 1.x versions.  It sounds as though you might need to exclude the process that checks for updates for your application from the Web Protection component in Malwarebytes assuming that is the component blocking the program from updating.  To create a Web Exclusion follow the instructions under the Allow an application to connect to the Internet section of this support article.

If that does not resolve the issue then it is possible that some other component is preventing the program from updating, but try that first and let us know how it goes and we can work from there.  If you aren't sure what is being blocked or which module is blocking it you can check the reports in Malwarebytes and there should be an entry from the block event indicating what was blocked and why as well as the associated protection/detection component that blocked it.  If there is no log entry then it might be a case of some sort of conflict which may or may not be corrected by an exclusion depending on why it is happening.

Please let us know how it goes, and if the application still fails to update while Malwarebytes is active then please do the following so that we may take a closer look at what is happening with Malwarebytes on your system:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
   

Thanks

[JackStanton]

I had the same issue -- after spending a lot of wasted time trying to fix this, it turned out that Malwarebytes had NOT automatically updated (as it's supposed to).  Manually updated to 4.1.0, and 1Password then updated with no issues (and then I had to UNDO all the stuff I'd done to try to get it to work previously)

Given the number of queries at 1 Password I don't think think this is an isolated issue.  Please look into why Malwarebytes not updating!  WIll a VPN interfere with this (for example)?

[Porthos]

2 hours ago, JackStanton said:

Please look into why Malwarebytes not updating!

It will in time, however new versions are metered out to users gradually over time, but if you wish to avoid the wait you may open Malwarebytes and navigate to Settings and click on the Install Application Updates button and the new version should be downloaded and offered to you to install or you may download and install it manually from here if you prefer.

I hope this helps, and if you have any trouble or there is anything else we might assist you with please let us know.

[Homer712]

Solution to 1Password updates not completing: Whitelist the 1Password directory with Malwarebytes. You can find the 1Password directory at C:\Users\Your Name\AppData\Local\1password. If you need the full path, open 1Password and go to the Help Menu > Troubleshooting > Reveal 1Password directory in Explorer.

[LikesPugs]

Whitelisting did not work for me (not did temporarily disabling Malwarebytes), but manually updating to version 4.1 did.   I had not realized that there was a Malwarebytes update.  

All good now.

 

 

[tetonbob]

Greetings all. Could one or all of you been so kind as to provide the logs from the tool suggested by exile360?

• Download and run the Malwarebytes Support Tool
• Accept the EULA and click Advanced tab on the left (not Start Repair)
• Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Edited March 9, 2020 by tetonbob

[Homer712]

Requested files attached. Thanks for following up on this issue.

mbst-grab-results.zip

[LiquidTension]

Hi @Homer712,

Thank you for the file. I can see you now have the latest version installed after adding exclusions. Do you know which version of 1Password you updated from?

As others have reported, we have found the issue is not exhibited with version 4.1 of Malwarebytes. From the logs, it appears you already had 4.1 installed prior to reporting the issue. Did you have Firefox open at the time of the update issue?

If any other affected users could also provide the log file mentioned in post #8, it would be most appreciated.

For those still impacted by this issue, please let us know if disabling Ransomware Protection in Malwarebytes mitigates the issue.

Edited March 9, 2020 by LiquidTension

[kd2020]

I am having the same problem.  1password is unable to update.  I am on 1password version 7.3.712.  I have updated Malwarebytes to 4.1.  I added the 1password folder to the allow list but 1password still won't update.   I have attached my log file.

mbst-grab-results.zip

[Porthos]

1 minute ago, kd2020 said:

I added the 1password folder to the allow list

Quote

Exclusion Info:
==================================
No Malwarebytes exclusions found.

 

3 minutes ago, kd2020 said:

I have updated Malwarebytes to 4.1.

Please do a RESTART of the computer Start>Restart.

Quote

Pending File Rename Operations
==================================
C:\PROGRAMDATA\MALWAREBYTES\MBAMSERVICE\instlrupdate\MBSetup.exe                     

 

 

[kd2020]

 

17 minutes ago, Porthos said:

Please do a RESTART of the computer Start>Restart.

I was able to update 1password after restarting.  There was an error message after restarting that said an error occurred and Malwarebytes was not able to be installed on this computer.  It shows I am on 4.1.0 and no additional updates are available for Malwarebytes when I check for updates.  Not sure why it gave me that error message.

[Porthos]

2 minutes ago, kd2020 said:

I was able to update 1password after restarting

Restarting is critical at times because you have Fast Start enabled in Windows. Fast Start means the computer never goes into a fully off state just a hybrid sleep when shut down.

I always disable Fast Start on all computers I service because of this.

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

 

 

[kd2020]

12 minutes ago, Porthos said:

Restarting is critical at times because you have Fast Start enabled in Windows. Fast Start means the computer never goes into a fully off state just a hybrid sleep when shut down.

Thanks for the tip.  I actually had to restart twice.  The first time I updated Malwarebytes the update must not have been installed correctly.  I was only able to update 1password after I restarted a second time.  

[Homer712]

22 hours ago, LiquidTension said:

Hi @Homer712,

Thank you for the file. I can see you now have the latest version installed after adding exclusions. Do you know which version of 1Password you updated from?

As others have reported, we have found the issue is not exhibited with version 4.1 of Malwarebytes. From the logs, it appears you already had 4.1 installed prior to reporting the issue. Did you have Firefox open at the time of the update issue?

If any other affected users could also provide the log file mentioned in post #8, it would be most appreciated.

For those still impacted by this issue, please let us know if disabling Ransomware Protection in Malwarebytes mitigates the issue.

You are correct. I was already on version 4.1 of Malwarebytes. I wish that rather than shutting down Malwarebytes completely I had tried turning off the individual protections one at a time. That might have given you folks a bit more to go on as far as where to look for the issue.

[Nwfandi]

@LiquidTension   @tetonbob

@Homer712 thank you for your posts and because you had I went through the ordeal to get into the forum and provide an update based on my experience.

I am running Malwarebytes version 4.1.0.56, Update package version 1.0.21318
My 1Password update today was to version 7.4.759

When I updated to the previous version (after March 10 and prior to today) I just shut down Malwarebytes completely to complete the install just like you did and then I found your post.  So tonight I played wack-a-mole and was successful in updating 1Password with the Ransomware Protection turned off.

things that make you say hmmm.

Nwfandi.

[chucklee272]

I have the same problem with the same versions of Malewarebytes and 1Password.  I am not particularly inclined to whitelist the 1Password directory and have found that process to be annoyingly opaque, but if that is the only kluge that can be identified....

[LiquidTension]

Hi all,

If you are able to still actively reproduce this issue with Malwarebytes version 4.1, we'd be interested to collect some additional troubleshooting data. Please do the following:

• Enable Event Log Data in Malwarebytes (open Malwarebytes -> Settings -> General -> Event Log Data).
• Attempt to reproduce the issue with Process Monitor running: https://docs.microsoft.com/en-us/sysinternals/downloads/procmon
• Once the issue is reproduced, stop the Process Monitor capture (click File > Capture Events).
• Save the log (click File > Save) and zip it up.
• Collect logs with the Malwarebytes Support Tool: https://support.malwarebytes.com/hc/en-us/articles/360039023453-Upload-Malwarebytes-Support-Tool-logs-manually
• Drag the C:\ProgramData\Malwarebytes\MBAMService\ARW folder into the mbst-grab-results.zip file saved to your Desktop.
• Provide us with the zipped up Process Monitor log and mbst-grab-results.zip file.

 

Thank you!