Login via Chrome Extension doesn't work?

PathfinderMiko
PathfinderMiko
Community Member
edited September 6 in 1Password in the Browser

We are currently introducing 1Password at our organization. We encountered a strange problem with one user. She uses the local Windows app, but also the Chrome browser extension. She has configured both correctly and both are displayed in the trusted devices. When she is prompted to log in to 1Password in a login screen in Chrome before the input suggestions can be displayed, the extension pop-up opens as expected. She clicks on the “Open 1Password” button and the input mask for the password appears. She types it in and after submitting it - nothing happens. The input mask disappears, the pop-up remains, nothing else happens. She doesn't get an error message either. This behavior can be reproduced as often as you like and there are no exceptions where it works. The other way round, however, is unproblematic: she can log in to the local app and at the same time the Chrome extension is activated and can be used. So it seems that the connection between the app and the extension basically exists.

I have already done some research and tried various things: Checked the settings, reinstalled the Chrome Extension from scratch and set it up again. No effect. When I try the same thing on my device and with my account (I usually use Firefox), I have no problems with Chrome. So I can't reproduce the problem myself.

I'm currently at a bit of a loss as to where to go next with troubleshooting. Could Windows settings be interfering (but these are managed centrally and should therefore also cause problems for me)? Or different software versions (but here too: central software distribution)? Are there any Chrome settings that could be interfering?

I welcome any ideas and tips :-)

1Password Version: 8.10.33
Extension Version: 8.10.44.12
OS Version: Windows 10
Browser: Chrome 127.0.6533.120

Comments

  • PathfinderMiko
    PathfinderMiko
    Community Member

    We are currently introducing 1Password at our organization. We encountered a strange problem with one user. She uses the local Windows app, but also the Chrome browser extension. She has configured both correctly and both are displayed in the trusted devices. When she is prompted to log in to 1Password in a login screen in Chrome before the input suggestions can be displayed, the extension pop-up opens as expected. She clicks on the “Open 1Password” button and the input mask for the password appears. She types it in and after submitting it - nothing happens. The input mask disappears, the pop-up remains, nothing else happens. She doesn't get an error message either. This behavior can be reproduced as often as you like and there are no exceptions where it works. The other way round, however, is unproblematic: she can log in to the local app and at the same time the Chrome extension is activated and can be used. So it seems that the connection between the app and the extension basically exists.

    I have already done some research and tried various things: Checked the settings, reinstalled the Chrome Extension from scratch and set it up again. No effect. When I try the same thing on my device and with my account (I usually use Firefox), I have no problems with Chrome. So I can't reproduce the problem myself.

    I'm currently at a bit of a loss as to where to go next with troubleshooting. Could Windows settings be interfering (but these are managed centrally and should therefore also cause problems for me)? Or different software versions (but here too: central software distribution)? Are there any Chrome settings that could be interfering?

    I welcome any ideas and tips :-)

    1Password Version: 8.10.33
    Extension Version: 8.10.44.12
    OS Version: Windows 10
    Browser: Chrome

  • EvonG1P
    EvonG1P

    Hello, @PathfinderMiko. Thank you for reaching out. I am sorry about the issue a user is encountering with 1Password.

    It sounds like a communication issue between the 1Password extension and the 1Password desktop app. So that I can take a closer look at the issue you are experiencing, I would like to request that you send me some information to support+forum@1Password.com. With your email, please include the following:

    1. First, please recreate the issue you are 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. Thank you!

    -Evon