Message, "Unable to communicate with server" after installing the Android app and trying to sign-in

I've been using an individual 1Password account very successfully on my desktop PC and Android phone. Now having a problem using the account on my new Galaxy Tab S7. My Emergency Kit is easily scanned into the account sign-in, correctly populating the secret key and other related information. When I add my Master Password, and try to sign-in, the message above appears. I am able to go to 1password.com and sign into my account with the Master Password, showing my vaults, logins and other account information; however, "Autofill with 1 Password" does not appear when I open the websites directly from the account. My Master Password does not contain any special characters. There is no antivirus on the tablet. I've enabled Autofill (1Password) in the Tablet settings. After 2 full days of trying, I'm still not able to access any of my account logins on the new Tablet. All my 1Password logins work fine on my other devices (desktop and android phone).


1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided

Comments

  • ag_anaag_ana

    Team Member

    Hi @Smoooth!

    I would like to ask you to generate a diagnostics report from your Android device and email it to us to [email protected], so we can take a closer look at why this is happening to you.

    After you have sent the email, please post the ticket number you received so we can locate your message and connect it with this forum discussion.

    Looking forward to your message!

  • I was unable to find the option to generate a diagnostics report in the "help + support" section of my account; and no "settings" option could be found anywhere. I welcome your help. Thank you!

  • jack.plattenjack.platten

    Team Member

    Hi @Smoooth:

    To clarify, those steps are done from your Galaxy Tab S7 in the 1Password for Android app, not from my.1password.com.

    Jack

  • The 1Password app on the tablet won't unlock (that's my problem)-- please read the body of my post on the support community.

  • jack.plattenjack.platten

    Team Member

    @Smoooth:

    Since you can sign in to 1Password.com in your browser, can you try signing in to the app using the browser?

    To do this:

    • Sign into https://start.1password.com/signin on your tablet's browser
    • Click your name > Get the Apps > Add your account directly
    • This will open 1Password for Android with your information filled. Confirm that your sign in address, email address, and Secret Key have been filled properly, then enter your password.

    If you're still having trouble adding your account to the 1Password app after this, please email our Android specialists at [email protected] and they'll be able to take a more detailed look at what could be going on here.

    Jack

  • That worked, so now I've added my account to the 1Password app on my Galaxy Tab S7 and I'm able to unlock it at anytime from the app.; however, the Autofill feature does not work. I'm not able to sign-in to any of my log-in password protected (by 1Password) accounts. I've enabled "Autofill" and "Accessibility" in both the settings for the tablet and the 1Password Android app on the tablet. Autofill is working fine on my other two devices (desktop and phone). I have noticed that my 1Password sign-in address on the tablet is simply a generic (my1password.com) instead of the unique sign-in address for my other devices. The generic address was filled in, along with my secret key that was correct, at the time of your third step instructions above.

  • jack.plattenjack.platten

    Team Member

    Hi @Smoooth:

    In this case, we'll need some more details from your devices to figure out what's going on. I'd like to ask you to create some diagnostics reports, one from each of your devices, so your desktop PC, and your Android phone and new tablet:

    Attach the diagnostics to an email message addressed to [email protected].

    With your email please include:

    You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

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