Login works on browser but not desktop for one family user.

I have 1P for families installed on 3 computers with 3 users configured. Two of the users that are on 2 different computer are working fine. The third on a Win7 Pro system is not. On the 3rd computer, I can logon to the 3rd user in the Firefox browser at the My.1password.com site. But when I try to open the desktop app it appears that the password is not recognized. I have reset the master password, uninstalled the desktop app and reinstalled the latest version. Still unable to unlock the desktop app.

I originally installed on this system a year ago but haven't used it for a while. When I first fired it up today, I couldn't remember the password so I performed a recovery from the family organizer user. The recovery was successful. I still can't unlock the desktop app.

What's the next step to try.

A side note: the recovery notice was sent to all three users. Is that normal? Shouldn't the recover only go to the user being recovered?


1Password Version: 7.6.797
Extension Version: 4.7.5.90
OS Version: Windows 7 Pro, Windows 10 pro
Sync Type: Not Provided

Comments

  • ag_anaag_ana

    Team Member

    Hi @DoctorBrown!

    I originally installed on this system a year ago but haven't used it for a while. When I first fired it up today, I couldn't remember the password so I performed a recovery from the family organizer user. The recovery was successful. I still can't unlock the desktop app.

    Your 1Password app on this device probably has the old credentials from a year ago. You will need to reset it in order to add the new account information:

    How to reset the 1Password app on a specific device

    A side note: the recovery notice was sent to all three users. Is that normal? Shouldn't the recover only go to the user being recovered?

    For confirmation: did all three users receive an email with a button to recover their own account? Or did they only receive an informational message that a user in the account has initiated recovery?

  • edited April 29

    Sorry for the delay in replying. I had other things to concentrate on.

    Your 1Password app on this device probably has the old credentials from a year ago. You will need to reset it in order to add the new account information:

    Resetting the user worked. Luckily this user was a test user (that will become a more active one) and didn't have many passwords saved. I was able to move them to a shared vault.

    For confirmation: did all three users receive an email with a button to recover their own account? Or did they only receive an informational message that a user in the account has initiated recovery?

    The third user I was performing the recovering for received an email with subject: Recover your 1Password account. And a second message: Your 1Password account has been successfully recovered
    The second user received a message with the subject: Complete account recovery
    It's not clear why the second user, which didn't require recovery, was notified.

    I have emphasized the confusing part in bold. The text of the message is:


    A 1Password family member is ready for recovery completion
     
     
    1Password
     
     
    Recover [third user]'s 1Password account

    [third user] has asked you to recover their account.
    Complete account recovery

    Family members in recovery mode can’t sign in until you complete account recovery.

    Welcome [third user] to 1Password!

    1Password

    made by 1Password • sent to: [second user]>>@yahoo.com

    303-49 Spadina Ave. • Toronto • Ontario • M5V2J1 • Canada

  • Oh, it could be that the second user is also a Family Organizer.

  • ag_tommyag_tommy

    Team Member

    @DoctorBrown

    If they are also a family organizer, then yes, they would have received the message.

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