1password doesn't appear over the active window

jakubzet
jakubzet
Community Member
in Windows

When I first click on the 1Password icon in the login/password field on a website after starting up my computer, the unlock screen doesn't appear over the active window. It only shows up on the taskbar and flashes. I have to click on the taskbar icon to bring up the 1Password window to enter my password.

However, if I've already been in the 1Password app and enough time has passed for it to lock itself (or if I use the "Lock 1Password" feature), the next time I click the icon, the unlock screen appears correctly over the active window.

Is there a way to make the unlock screen appear over the active window the first time I click on it?

1Password Version: 8.10.16 (81016047)
Extension Version: 2.15.1
OS Version: Windows 11 Home 22H2 (build 22621.2361)
Browser: Chrome 117.0.5938.150

Comments

  • ag_mike_d
    ag_mike_d

    Hello @jakubzet,

    Thanks for your message. This is not the expected behaviour and it seems like after this initial boot of your device, the 1Password app is staying behind your Chrome browser. I've not been able to reproduce this behaviour after some testing.

    We've seen similar behaviour reported from another customer and would like to ask if this is the Windows Hello prompt that is not appearing in the foreground? Or, is this the main 1Password unlock window where you'd enter you account password?

    However, if I've already been in the 1Password app and enough time has passed for it to lock itself (or if I use the "Lock 1Password" feature), the next time I click the icon, the unlock screen appears correctly over the active window.

    After things are working correctly, does completely exiting 1Password by right-clicking the 1Password icon in the system tray > Quit, cause this behavior to return the next time you try to unlock the app by clicking the icon in the browser?

    Any steps you can provide to help us replicate this behaviour would be appreciated.

    I'm looking forward to your reply.

  • jakubzet
    jakubzet
    Community Member

    Hi @ag_mike_d

    We've seen similar behaviour reported from another customer and would like to ask if this is the Windows Hello prompt that is not appearing in the foreground? Or, is this the main 1Password unlock window where you'd enter you account password?

    Yes, this is the main 1Password unlock window where I'd enter my account password

    After things are working correctly, does completely exiting 1Password by right-clicking the 1Password icon in the system tray > Quit, cause this behavior to return the next time you try to unlock the app by clicking the icon in the browser?

    When 1Password is completely turned off and I click its icon in the login/password field on a website, a tooltip appears saying "Press the 1Password icon in your browser's toolbar to unlock."

    After clicking on the extension from the extensions menu, the browser extension for entering the password appears first.

    It quickly changes to a version with an "Open 1Password" button,

    and shortly after, the login window for the app appears.

    Once I unlock 1Password with a password, subsequent attempts to launch it are successful.

    I just uninstalled the 1Password app and removed its extension from Chrome. I reinstalled 1Password, restarted my computer, and checked to see if the issue was resolved. Unfortunately, the problem still persists.

  • ag_mike_d
    ag_mike_d

    Hello again @jakubzet,

    Thanks for letting us know you've trying reinstalling both the 1Password for Windows app and browser extension in Chrome, but still experiencing troubles.

    I'd like to ask you to create a diagnostics report from your Windows PC:

    Sending Diagnostics Reports (Windows)

    Attach the diagnostics to an email message addressed to support+forum@1password.com.

    With your email please include:

    • A link to this thread: https://1password.community/discussion/142692/1password-doesnt-appear-over-the-active-window
    • Your forum username: jakubzet

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

  • jakubzet
    jakubzet
    Community Member

    done :)

  • 1P_Gem
    1P_Gem

    Hi @jakubzet! I just wanted to let you know that we've received the email you sent in about this issue, and a member of the team will be in touch with you there shortly 😄

    ref: PPV-36954-789

  • KingMat
    KingMat
    Community Member

    +1

    same here and it's extremely annoying.

    It depends on the update you make... some times it works fine, but one day it's starts again to show under the active browser... it last for a moment propably until you make an update and that update solve the problem...

    That problem last in and out since at least 6 to 12 months and maybe longer and on all my 4 pc's that are setuped differently, 3 win11 and 1 still win10.

    I hope you guys will find the problem and solve it once for all.

    Thanks

  • AliH1P
    AliH1P

    Hey @KingMat, thanks for reaching out. I'm sorry to hear you're experiencing the same issue.

    As we look into this issue, I'd also like to ask you to send along a diagnostics report the next time this issue occurs:

    Sending Diagnostics Reports (Windows)

    Attach the diagnostics to an email message addressed to support+windows@1password.com.

    With your email please include:

    We'll look forward to hearing from you.

    Ali

This discussion has been closed.