electrolund Posted November 13 Report Share Posted November 13 (edited) 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 by electrolund Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted November 14 Report Share Posted November 14 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 - The version of the Enpass app you are using. Have you downloaded the Enpass app from the WIndows Store or from our official website? 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? 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. Is the Enpass app showing you a crash report after the crash? If yes, kindly share it with me. Link to comment Share on other sites More sharing options...
electrolund Posted November 14 Author Report Share Posted November 14 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? Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted November 16 Report Share Posted November 16 Hi @electrolund When the Enpass App crashes, do check if the Enpass Crash Reporter box pops up? Link to comment Share on other sites More sharing options...
electrolund Posted November 16 Author Report Share Posted November 16 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. Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted November 17 Report Share Posted November 17 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. Link to comment Share on other sites More sharing options...
electrolund Posted November 17 Author Report Share Posted November 17 I uninstalled and reinstalled 6.9.2. Same results after reboot. Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted November 20 Report Share Posted November 20 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 Link to comment Share on other sites More sharing options...
electrolund Posted November 20 Author Report Share Posted November 20 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. Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted November 21 Report Share Posted November 21 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. Link to comment Share on other sites More sharing options...
electrolund Posted November 21 Author Report Share Posted November 21 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. Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted November 22 Report Share Posted November 22 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 - Open the Enpass Application. Quit the Application using the ctrl+Q. Open the Documents folder in the File Explorer. Now Rename the Enpass folder created in it. Again open the Enpass and observe that should be on the welcome screen. Now Choose the Cloud account on which Enpass data is stored. Complete the Authorization process. Enter the data password and continue. Link to comment Share on other sites More sharing options...
electrolund Posted Monday at 02:28 PM Author Report Share Posted Monday at 02:28 PM (edited) I don't feel you're fully following my symptoms. Your list of actions: 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. Quit the Application using the ctrl+Q. First, I'm on Windows, not Mac. Second, I don't have to quit! It crashes immediately. Open the Documents folder in the File Explorer. Now Rename the Enpass folder created in it. I've deleted my Enpass folder to have it recreated. Again open the Enpass and observe that should be on the welcome screen. Can't! See above. No welcome screen, no app opens. Now Choose the Cloud account on which Enpass data is stored. Can't! Complete the Authorization process. Can't! Enter the data password and continue. Can't! Edited Tuesday at 01:36 PM by electrolund Link to comment Share on other sites More sharing options...
electrolund Posted Monday at 04:10 PM Author Report Share Posted Monday at 04:10 PM 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. Link to comment Share on other sites More sharing options...
electrolund Posted Thursday at 01:30 PM Author Report Share Posted Thursday at 01:30 PM other suggestions? Is Enpass just bricked on this machine? Link to comment Share on other sites More sharing options...
AnakinCaesar Posted Thursday at 03:39 PM Report Share Posted Thursday at 03:39 PM 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? Link to comment Share on other sites More sharing options...
electrolund Posted Thursday at 07:35 PM Author Report Share Posted Thursday at 07:35 PM (edited) 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 Thursday at 07:36 PM by electrolund Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted 15 hours ago Report Share Posted 15 hours ago 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. Link to comment Share on other sites More sharing options...
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