Why will my username and password not load on a particular website?

jazzman

I just added a new website to my 1Password this afternoon, but it will not load the username and password when I hit the little circle that does that nor will it do so when I hit command backslash. I have to copy and paste the username and pw on this one to log in. How can I correct this so the username and pw will load correctly?

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1Password Version: 7.9.2
Extension Version: 7.9.2
OS Version: macOS 10.15.7

ag_ana

@jazzman:

Please share the full URL to this website so we can test it here too. Thank you!

jazzman

@ag_ana:

Here you go:
https://connectcloud.cummins.com

This is where my 1Pass goes when I initially try to access the website.

ag_ana

@jazzman:

Thank you! I was able to fill both username and password on the login form using these instructions:

How to save a Login manually in your browser

Can you give that a try and see if it works for you too?

jazzman

@ag_ana:

I followed your instructions to the letter several times. It still does not work. I'm getting the following message when I try to log in to the site: "The resource you are looking for has been removed, had its name changed, or is temporarily unavailable." So far it only works when I copy and paste the username and pw. I'm using Safari and Catalina 10.15.7.

jazzman

jazzman

When I try to save it and then log in, the above is what I get. I've tried it many different ways to no avail. I definitely used your instructions to the letter multiple times. I keep getting the same results. Frustrating.

jazzman

@ag_ana:

I've continued to try to work with this to no avail. I'm sure I'm missing something in the first few steps of setup. Maybe you could walk me through the first few steps? When I get to the login page, 1Pass is not recognizing this site. Therefore, it doesn't give you the username and password.

ag_chantelle

@jazzman

I wonder if, perhaps, you have the item set to not display in your browser, or have some vaults excluded from view. Let's verify:

To verify that the item will show in your browser:

1. Open and unlock 1Password for Mac.
2. Locate your cummins.com Login and choose Edit.
3. Under display, make sure it is set to "Suggest in browser**.

To verify all your vaults are included in your browser view:

1. Open and unlock 1Password for Mac.
2. Click the 1Password menu and choose Preferences.
3. Under the Vaults tab, make sure all your vaults are selected under Show in All Vaults.

Are you able to see the item, after verifying both of the conditions above are met?

jazzman

@ag_chantelle

Thanks for reaching out. My settings are correct. When I try to log in to cummins.com in Safari by clicking on the 1Pass symbol, a message appears saying "no items to show". I don't understand it.

ag_tommy

@jazzman

Do you have more than one vault? The screenshot shows a Primary vault. Perhaps you have others? It looks as if you are working from the menu bar. If so, click the vault icon beside the search Primary text and set it to All Vaults.

jazzman

@ag_tommy

That was probably before I upgraded to a membership. You can disregard that old screenshot. I just have one vault called “Personal” now. Even when I try to access the website now through Safari, I get the “no items to show” message.

ag_tommy

@jazzman

That sure is odd behavior. I am unable to replicate that. Could I ask you to check the login and make sure it contains the actual needed login URL after the re-direct from the main page of https://connectcloud.cummins.com/ ? I show that it should be the following which works on my end. The only difference is I am on 12.1, and I am also using 7.9.2 and Safari. Regrettably, I am unable to test on an earlier version of Safari at this very moment.

https://powercommand.b2clogin.com * You can optionally add both to your login.

edit: Replaced with image from v7. I had originally included one from v8

jazzman

@ag_tommy

It’s does contain the correct login URL after the redirect. I just get one of two error messages, and 1 Pass will not load the username and password.

I also have a question about security on iOS devices. If you’re using 1Pass with Safari, is the only protection you have the six number security code for your device? If you’re using the app, it’s secure when you close the app because it requires the password or facial/touch recognition to get back in. That seems safer to me than the browser method. Am I missing something here?

jazzman

@ag_tommy

Disregard the security question. I figured it out. Sorry.

Joy_1P

@jazzman It is strange that 1Password does not recognize the page. Let's try quitting the extension and browser. Then let's restart both to see if that helps.

Please try the following:

1. Quit 1Password completely:
    * Open 1Password.
    * Right-click the 1Password icon in the top menu bar and select Quit 1Password Completely.
2. Quit your browser:
    * Open your browser.
    * Click the name of your browser in the menu bar and choose Quit.
3. Open and unlock 1Password.
4. Open your browser and see if the issue is resolved.

If you're still unable to fill the login, could you click on the 1Password icon in your browser and do a search for the login to see if it appears? If so, can you take a screenshot of that for us? Additionally, could you take a screenshot of the error messages that you had previously mentioned you saw?

jazzman

@Joy_1P

I did what you said, and the issue is not resolved. I'm ready to move on from this one. I appreciate your assistance.

ag_chantelle

@jazzman

I'd hate for us to throw in the towel when this is, seemingly, a simple issue to solve. If you search for the item in your vault (from the desktop app), is it listed there? What vault is it saved to? If you go to Preferences > Vaults > Include in All Vaults, is the vault where the item is saved to selected, like this?

jazzman

@Joy_1P

Joy, I only have one vault called personal. When I search for the item, it is listed.

Joy_1P

@jazzman Thanks for letting us know. Could you take a screenshot of the item and share that with us? You can blur out your username and password (as well as anything sensitive), but I'd like to get eyes on the item to see if there's something that we're missing. Things don't quite add up.

jazzman

@Joy_1P

I've got a JPEG ready for you, but how do you blot out the sensitive stuff?

kevin.li

@jazzman

We can use the Preview app in Mac to blue images. Here's a guide I found helpful: Blur photos in Preview on Mac – Software Review RT

jazzman

@Joy_1P

Sorry this took so long. Busy day.

jazzman

@kevin.li

Thanks for the assist. Image posted.

Joy_1P

@jazzman Thanks for sharing that! It looks like your login is missing the sign-in URL that https://connectcloud.cummins.com/ redirects to: https://powercommand.b2clogin.com. Could you open the 1Password app, search for the login there, click to edit it, and add https://powercommand.b2clogin.com as an additional website?

jazzman

@Joy_1P

Joy, you have solved the problem. That last step did it. I can't thank you enough. You deserve an award for this or maybe more money. I have a couple of other sites that are like this as well. Maybe the solution is the same....that additional website. Thank you so much for your persistence in this matter. I appreciate everyone's assistance in helping me transition to a membership. You have all made it worthwhile and not as difficult as I thought. I am thoroughly enjoying using 1Pass through my browser now, and that was something I was dreading. Yet it is so easy. Thanks to you, Joy, and all the other team members as well. :)

ag_chantelle

@jazzman

On behalf of Joy, you are most welcome! :smile:

jazzman

@ag_chantelle

:)