Won't Unlock

mikeormerod
mikeormerod
Community Member
in Browsers (Edge, Chrome, Firefox, etc.)

Having constant issues where the extension will not Unlock. I get the 'Open 1Password' dialog but selecting the button doesn't open 1P to allow it to be unlocked.

1Password Version: 8.10.36
Extension Version: 2.25.1
OS Version: macOS 15
Browser: Safari

Comments

  • ag_tommy
    ag_tommy

    @mikeormerod

    It sounds like your describing what occurs during an update of 1Password or an update of 1Password in the browser. During an update, the communication between the browser extensions and the app is severed by macOS. The following steps will restart that connection.

    1. Look for our helper in the menu bar near the WiFi indicator and the clock. Right-click (Option-click or Control-click) on the helper and select Quit.
    2. Fully quit your browser. There should be no light on underneath the Dock icon.
      Optional: Check the Mac App Store to ensure you have the latest version of 1Password for Safari. If needed update 1Password for Safari to the latest version.
    3. Wait a few seconds and then open 1Password from the Dock or the Applications folder and unlock.
    4. Open your browser.
    5. Check for proper operation.
  • osndvll
    osndvll
    Community Member

    I can confirm this erratic behavior and also that this has been going on ever since I switched from LastPass to 1PW - and also that this isn't coming from "ongoing updating activities". I believe that the browser extension is a so much more important part of your eco system so you DO need do move this up in your priority list.

    I'm currently on:

    MacOS 14.5
    1Password for Mac 8.10.34
    1PW Extension 2.24.2 (Latest achievable in App Store)
    Safari 17.5

  • ag_tommy
    ag_tommy

    Thanks Osndvll for the feedback. I've passed it along to the team.

  • osndvll
    osndvll
    Community Member

    I have been thinking a little more about this and discussing with a relative - who can't relate to these problems, for him it just works without flaws. I have made multiple profiles (4 atm) and in these profiles a number of tab groups per profile, and in these tab groups different numbers of more or less open tabs. I simply have a messy browser behavior 🙈

    The extension is set to be active in all profiles.

    It wouldn't surprise me if this behavior complicates the life of an extension like this. Just some additional reflections, possibly helpful.

  • ag_tommy
    ag_tommy

    @osndvll

    The team is working with issues like this with Safari (multiple profiles). I'm sorry for the trouble. I hope we can improve on this experience.

  • abjj45
    abjj45
    Community Member

    I believe am having the exact same issue. I click the 1password extension button in Chrome, then enter my password and click enter, but it does not unlock. When I click it again it prompts again for my password, and repeat. I never had a problem with the 1password Chrome extension until this past week, but not it is unusable :(

    I use Chrome 126.0.6478.127, 1Password for Mac 8.10.34 (81034040), and version 2.25.1 of the 1password Chrome extension. I use macOS Sonoma 14.5 (23F79)

  • ag_tommy
    ag_tommy

    @abjj45

    Are you able to access https://my.1password.com or use 1Password 8 with your password? Have you tried fully quitting your browser?

  • abjj45
    abjj45
    Community Member

    @ag_tommy I fully quit and restarted Chrome and the bug persists. I can successfully log in to the standalone 1password 8 application with no problem. See this screen recording of the bug when using the 1password chrome extension. https://imgur.com/a/1password-chrome-unlock-bug-an5Joxa

  • ag_tommy
    ag_tommy

    @abjj45

    I'd suggest talking with the technical team. They can help you gather the logs needed to better understand what's happening. Let's start off with a diagnostic report.

    1. Open 1Password.
    2. Press Command and comma (Control and comma on Windows). The 1Password Preferences/Settings will open.
    3. Select Advanced.
    4. Select Send Diagnostics.
    5. Select Reveal to locate the report in your Downloads folder.

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

    • Your forum username: abjj45

    • A link to this thread: https://1password.community/discussion/comment/713418/#Comment_713418

    • Please do not post your diagnostic report to the forum. This is for your privacy and security.

    --

    Can you also collect a console log?

    The extension console log.

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