Entra ID SSO failing for certain users with "Transfer your encryption key" message

jkrshw
jkrshw
Community Member
in Windows

We have rolled out 1Password for Business to around 30 users, and a handful of these are having issues with their Entra SSO. Upon signing in using SSO, they are then taken to this page with this set of instructions. From what I understand, these users are logging in through the same Edge session/browser, so I am unsure what is causing this error. They are not able to log in due to not receiving a code or then being able to access their account. Each time this happens, which appears to be the next time they open Edge, I have to recover their account. Would appreciate any insight on why this might be happening, as it is only a small number of users.

Thanks.

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Comments

  • Dave_1P
    Dave_1P

    Hello @jkrshw! 👋

    I'm sorry that your users are running into trouble when signing into 1Password. So that I can better understand the situation, can you tell me the following:

    1. Are they signing into the desktop app or 1Password.com? If they're signing into 1Password.com then do they have the desktop app installed?
    2. Have they recently cleared Microsoft Edge's browsing history/cache?

    I look forward to hearing from you.

    -Dave

  • jkrshw
    jkrshw
    Community Member

    Hi Dave,

    They are signing in to 1Password.eu, I don't believe they have the desktop app installed, however they do have the Edge extension installed.
    I don't believe they have cleared MS Edges cache or browsing history.

    Kind Regards,

    Joe

  • Dave_1P
    Dave_1P

    @jkrshw

    Thank you for answering those questions. The next time that a user runs into this issue, could you collect a console log and send it in so that we can investigate further:

    Attach the file 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