Safari Extension won’t unlock, can’t connect

instanttim
instanttim
Community Member
edited January 3 in iOS

In iOS 17.2 and 17.2.1 I can’t unlock or use the Safari extension.

I recorded a video but can’t upload it here.

1Password Version: 8.10.22
Extension Version: Not Provided
OS Version: 17.2.1
Browser: Not Provided

Comments

  • Dave_1P
    Dave_1P

    Hello @instanttim! 👋

    I'm sorry that you're unable to unlock 1Password for Safari on iOS. Can you tell me a little more about the issue? What do you see when you try to unlock 1Password for Safari? Do you see any error messages? Are you still able to unlock the main 1Password app?

    As a first step, can you try the following:

    1. Fully close Safari on iOS.
    2. Fully close 1Password on iOS.
    3. Open and unlock the main 1Password app from your home screen.
    4. Open Safari and go to any webpage.
    5. Tap on the AA icon in the address bar.
    6. Tap on 1Password in the menu.
    7. Follow the prompt to unlock 1Password for Safari.

    I look forward to hearing from you. 🙂

    -Dave

  • instanttim
    instanttim
    Community Member

    What do you see when you try to unlock 1Password for Safari? Do you see any error messages?

    Face ID is successful, (green check) but didn’t actually unlock 1P. It I tap the Face ID button in the extension Lock Screen it successfully identifies me but doesn’t unlock and displays:

    “Could not connect to the 1Password App. Try unlocking again.”

    If I tap the password field typing or pasting in my known correct password doesn’t work and displays:

    “That didn't work. Check your password and try again.”

    Coincidentally the eye icon to reveal the password doesn’t work at all.

    Are you still able to unlock the main 1Password app?

    Yes, no problem with that. And the built-in autofill system actually works — filling credentials from 1P but the extension UI doesn’t work at all.

  • instanttim
    instanttim
    Community Member

    Oh, I did follow those steps, to no improved result. Same thing happens.

  • Kester.D_1P
    Kester.D_1P

    Hi @instanttim - Thank you for providing those additional details, I'm sorry to hear that those steps haven't helped.

    I'd like to ask you to create a diagnostics report from your iOS device:

    Sending Diagnostics Reports (iOS)

    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/143740/safari-extension-won-t-unlock-can-t-connect
    • Your forum username: instanttim
    • Please do not post your diagnostic report to the forum. This is for your privacy and security.

    You should receive an automated reply from our BitBot assistant with a Support ID number.  Please post that number here and a member of the team will be in touch shortly.

  • instanttim
    instanttim
    Community Member

    Thanks! [#QIG-31698-811]

  • wassupdoc
    wassupdoc
    Community Member
    edited January 1

    I’ve had the exact same issue. Tried the corrective steps without improvement.
    [#RCI-35942-117]

  • instanttim
    instanttim
    Community Member

    Oh. And it just came back and stopped working again.

  • Dave_1P
    Dave_1P
    edited January 3

    @wassupdoc and @instanttim

    Thank you for posting the Support IDs, I see that the team has already reached out to you both. Please continue the conversation over email so that my colleagues can help get everything working again. 🙂

    -Dave

    ref: QIG-31698-811
    ref: RCI-35942-117

This discussion has been closed.