User unable to login to windows client after account recovery

BTS_IT

I've performed an account recovery for one of my users, confirmed it, and she's able to login via the web.

We've followed the steps of Help > Troubleshooting > Reset All 1Password Data and follow the onscreen instructions, however the client does not prompt to sign in to her account as described. We've also un/re-installed the client with the same results.

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1Password Version: 7.3.657
Extension Version: Not Provided
OS Version: Windows 10
Sync Type: Not Provided
Referrer: forum-search:login to windows client after account recovery

BTS_IT

Here's the solution:

1. Open the main 1Password 7 app
2. Click the Help menu at the top of the app's window, choose "Troubleshooting" and then click "Reveal 1Password directory in Explorer"
3. A Windows Explorer window will open, with a "1password" folder highlighted - double click on this folder, you should see a sub-folder inside called "data"; leave this Explorer window alone for a moment
4. Go back to the 1Password app, click the 1Password menu at the top of the app's window and choose "Exit" to fully quit 1Password
5. Go back to the Explorer window, and rename the "data" folder to "data OLD" or something similar (just so long as it's no longer called "data"!)
6. Launch 1Password again - you should see our "welcome" screen, and should be able to sign into your account using your full sign-in details by clicking the "Sign into 1Password.com" button

MikeT

Hi @BTS_IT,

Thanks for reporting and letting us know what you found. We do apologize for the inconvenience, this process will be improved in future updates.

We do have a regression with the Reset All Data option, it's being fixed as we speak and will be fixed in the next update.

However, user recovery will result into the app requiring this option to be done due to the fact that both secret key and master password have to be changed and there isn't a way to do this without signing out first. Thus the catch, sign out requires unlocking the app first. We'd like to detect when this happens and offer more instruction on what to do next or to bring up the sign-in view, so the user can sign in with the new secret key / master password.

ref: opw/opw#2003