1Password doesn't connect to Chrome extension on MacOS

MartinE87
MartinE87
Community Member
edited May 23 in 1Password in the Browser

Since mid last week, whenever I try to use the 1Password browser extension, it takes a long time to load. When it's finally done loading, the biometric unlock doesn't work, and I have to input my password manually.

I've checked the settings of both the extension and the 1Password app itself, and it says "problem connecting" in both.
I've tried disconnecting and reconnecting, following the troubleshooting steps (both checking if 1Password is in the /applications folder and checking if 1Password has permission to run in the background), but nothing seems to work.

Can someone help me with this? It's starting to get super annoying that this doesn't work properly and that I cannot unlock 1Password with TouchID.

1Password Version: 1Password for Mac 8.10.33
Extension Version: 2.23.3
OS Version: MacOS Sonoma 14.5 (23F79)
Browser: Chrome 125.0.6422.77

Comments

  • Dave_1P
    Dave_1P

    Hello @MartinE87! 👋

    I'm sorry that the connection between the 1Password desktop app and 1Password in the browser is broken on your Mac. I know that you've tried a few things already but can you try these steps:

    1. Close all open web browsers.
    2. Right-click on the 1Password icon at the top of your Mac's screen and then click Quit. Wait until the icon disappears.
    3. Double-click on 1Password from your Mac's Applications folder.
    4. Open your web browser.

    If that still doesn't work then, to investigate this further, I'd like to ask you to send me the following:

    Attach both files to an email message addressed to support+forum@1password.com.

    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!

    -Dave

  • LeeRad
    LeeRad
    Community Member

    Had the same problems. Slow repsonse and no biometrics/fingerprint. The recommended processs decreased the time for the Chrome extension to load, but there is no biometrics option. I still have to enter my password everytime I want to use the extension.

  • Dave_1P
    Dave_1P

    @LeeRad

    I'm sorry that you're still unable to use biometrics to unlock 1Password. Can you tell me a little more about your situation:

    1. Are you using a Mac or Windows PC?
    2. I understand that you can't use your fingerprint to unlock the browser extension, are you able to use your fingerprint to unlock the desktop app?
    3. Do you see any messages when you're prompted for your account password by the browser extension?

    I look forward to hearing from you.

    -Dave

  • LeeRad
    LeeRad
    Community Member

    I am using a Mac on Sonoma 14.5 (23F79). I can use the fingerprint to unlock the desktop app but not the extension. I do not see any messages.

  • Dave_1P
    Dave_1P
    edited June 25

    @LeeRad

    Thank you for answering those questions. Try the following steps:

    1. Right-click on the 1Password icon in your browser's toolbar and click Settings.
    2. Turn "Integrate this extension with the 1Password desktop app" off and then back on.
    3. Close all open web browsers.
    4. Right-click on the 1Password icon at the top of your Mac's screen and then click Quit. Wait until the icon disappears.
    5. Double-click on 1Password from your Mac's Applications folder.
    6. Open your web browser.

    If that still doesn't work then check the "Integrate this extension with the 1Password desktop app" setting again. Do you see a green dot there or a different coloured dot? This will tell me more about the issue so that I can find a solution.

    -Dave

  • LeeRad
    LeeRad
    Community Member

    I followed the steps and the dot is not green. It looks brown and there is a message saying "Status:Problems Connecting. Please make sure the 1Password app is unlocked.

    Both the browser extension and app are unlocked.

  • EvonG1P
    EvonG1P

    @LeeRad

    Thank you for taking the time to test that out, I'm sorry it didn't work. So that I can take a closer look at the issue you’re experiencing, I’d like to request that you send us some information to support+forum@1Password.com.

    With your email, please include the following:

    1. First, please recreate the issue you're experiencing.
    2. Then save a console log for 1Password in the browser using the steps here -> Save a console log for 1Password in your browser
    3. Lastly, generate a diagnostic report from the 1Password app (desktop app) using the steps here -> How to send a 1Password diagnostics report
    4. Attach both files to your email.

    After emailing in, you'll receive a reply from BitBot, our friendly robot assistant with a Support ID that looks something like [#ABC-12345-678]. Post that here, and I’ll be able to locate your message and make sure it’s gotten to the right place.

    I look forward to assisting you further.

    -Evon

  • MartinE87
    MartinE87
    Community Member

    Sorry that I didn't respond to this ticket anymore (I couldn't get the logfile without help from our admin and that was unfortunately a hassle to arrange), but a recent 1Password app update solved this issue and the app/biometric unlock works fine now.

  • EvonG1P
    EvonG1P

    I'm sorry for the hassle, @MartinE87!

    I'm glad to hear a recent update to 1Password resolved the app integration problem.

    Let me know if there's anything else I can help you with.

    -Evon