App won't open on desktop!

[electrolund]

Just started yesterday on my Win 10 laptop.  The app no longer opens at all, crashes immediately.  

I rebooted the PC.  I did a repair of the installation.  I uninstalled and reinstalled (6.0.4).  I then uninstalled and installed 5.x.  This got further and opened but would not sync to my cloud backup.

Help!  I'm stuck.  Can' log into any sites until I get my Enpass back.

 

 

Edited November 13, 2023 by electrolund

[Abhishek Dewan]

Hi @electrolund

Both the 6.0.4 and 5.x are older versions of the Enpass app. From the screenshot you have shared, it seems that you have also installed the latest 6.9.1 app version? If you are facing the crash issue with the latest version of the app and you have either created a manual backup/set up synchronization for your Enpass data, try then reinstalling the app. If the issue persists, please share the below details with me, and I’ll have this investigated for you -

1. The version of the Enpass app you are using.

2. Have you downloaded the Enpass app from the WIndows Store or from our official website?

3. Is the app crashing for you after a certain step, ie, after editing an Item, creating a new Item, etc? Or is it completely random?

4. Try disconnecting the internet, then launch the Enpass app and observe if the app is still crashing for you. If it is not crashing, then while the internet is disconnected, try removing the cloud account you are using for synchronization, enable the internet and re-launch Enpass to check if the app is still crashing. Also share the cloud service you are using to synchronize your data.

5. Is the Enpass app showing you a crash report after the crash? If yes, kindly share it with me.

[electrolund]

Thanks for the reply.  I have downloaded the latest version directly from your site (non-Store version), 6.9.1.1515.  Opening the app results in immediate crash.  I follow along in the Task Manager, see it briefly list there, but then go away.  The app panel doesn't open at all.  Immediate crash.

I have uninstalled it fully, then reinstalled, rebooted, etc.  All same behavior now.  Only the really old version, 5.x, results in a panel that will actually open and ask me for vault setup.

Your question #3 is hard because the app won't even load for me to have a chance to disconnect from my vault.

Where can I find the crash report?

[Abhishek Dewan]

Hi @electrolund

When the Enpass App crashes, do check if the Enpass Crash Reporter box pops up?

[electrolund]

It does not.  I've also looked in Windows Event Viewer, but can't seem to find any instances of Enpass there either.  

When opening Enpass, no window spawns.  Looking at Task Manager, and clicking screenshot immediately after launching(!), I can indeed see it very briefly in the Task Manager.  But then it disappears immediately after.

As of now, Enpass is unusable on this particular Win10 machine.

[Abhishek Dewan]

Hi @electrolund

Thank you for verifying that the Enpass crash reporter isn't appearing for you.

We've just released the latest version, 6.9.2, of our Enpass app. Kindly consider reinstalling the app and letting us know if the issue persists. Additionally, please test the Enpass app from both the Microsoft Store and our official website, and share your observations with us.

Your cooperation on this matter is highly appreciated.

[electrolund]

I uninstalled and reinstalled 6.9.2.  Same results after reboot.

[Abhishek Dewan]

Hi @electrolund

I'm discussing this case with our dedicated team and will get back to you soon with an update. Your patience and cooperation in the meantime are appreciated.

#SI-3547

[electrolund]

Ok, thanks.  I wonder if there's some deeper uninstall I can do.  As a reminder, the very old 5.x versions install and the app opens as expected afterward.  It's only 6.x that then dies.

[Abhishek Dewan]

Hi @electrolund

If you would like to completely remove the Enpass app from your device, you can refer to this link.

However, I would recommend creating a manual backup of your data first.

[electrolund]

Yeah, I basically have already done those steps, minus the deletion of the Documents\Enpass folder.  

Re-installing now yields same results.  Anything else I can try?  This is such a mystery.

 

[Abhishek Dewan]

Hi @electrolund

After ensuring you have created a manual backup/set up synchronization for the Enpass data, try the below steps and share your findings with us -

1. Open the Enpass Application.

2. Quit the Application using the ctrl+Q.

3. Open the Documents folder in the File Explorer.

4. Now Rename the Enpass folder created in it.

5. Again open the Enpass and observe that should be on the welcome screen.

6. Now Choose the Cloud account on which Enpass data is stored.

7. Complete the Authorization process.

8. Enter the data password and continue.

[electrolund]

I don't feel you're fully following my symptoms.  Your list of actions:

1. Open the Enpass Application. Can't!  As I mentioned in the very first post, when opening it, it shuts down immediately from the Task Manager.  

2. Quit the Application using the ctrl+Q. First, I'm on Windows, not Mac.  Second, I don't have to quit! It crashes immediately.

3. Open the Documents folder in the File Explorer.

4. Now Rename the Enpass folder created in it. I've deleted my Enpass folder to have it recreated.

5. Again open the Enpass and observe that should be on the welcome screen. Can't!  See above.  No welcome screen, no app opens. 

6. Now Choose the Cloud account on which Enpass data is stored. Can't!  

7. Complete the Authorization process.  Can't!  

8. Enter the data password and continue.  Can't!  

 

Edited November 28, 2023 by electrolund

[electrolund]

Perhaps this will help.  I reinstalled 5.6.10, downloaded from your site. 5.x will open after install.  The initial setup of the vault from my Dropbox failed (I'm assuming because of recent 6.x changes to format?).  So I simply created a new vault and then went the route of importing the cloud vault then.  Here's what I found.

Is there some corruption in my Dropbox and Enpass 6.0?  I don't believe that's the case, as I continue to use Enpass 6.x on another Windows computer, syncing to the same Dropbox vault.  I also sync that to Enpass on Android and a Mac.

 

[electrolund]

other suggestions?  Is Enpass just bricked on this machine?

[AnakinCaesar]

In what way does this machine differ from your other machines, that are working? Maybe a program is blocking something? Or are there any updates missing, that might fix this problem? Maybe try the windows store version?

[electrolund]

Eureka!  I never thought to try the Windows Store version, but that worked!  Finally.  

To answer your question, this machine is a company computer.  Biggest difference is that it is also running corporate Symantec antivirus, and my hunch is that they recently tightened policies on third party software.  That would explain why the Windows Store version works for me -- perhaps some better app signing?

 

Edited November 30, 2023 by electrolund

[Abhishek Dewan]

Hi @electrolund

Thank you for notifying that this issue has been resolved.

In case this issue occurs again, feel free to update this forum and I will ask the team to look into this again for you.

[electrolund]

Shoot, it's back.  This time, a different error but same results.  This morning, after holiday, booted up this same computer and got the following from Enpass: "The specified user does not have a valid profile."

 

 

[Mohit Thapa]

Do try the below steps and let me know your feedback - 

1-Restart your PC
2-Quit the Enpass App (from the taskbar)
3-Change Windows Store App Location
4-Remove third-party apps.
5-Disable startup apps.

If the above steps don’t help, please try Steps 2 to 4 from this link and then Reboot the system. If the problem persists, please get in touch with Microsoft Support as they can assist you better.

[electrolund]

Huh, after a reboot last night, it's working again.  I didn't need to do the above.  Will keep you posted!