Chrome/Safari Extensions Have Stopped Working

Hotspur781

In the last week or two I’ve noticed that 1PW is refusing to fill in passwords on virtually every website in both Safari and Chrome. It’s gotten to a point where I can’t even manually copy-and-paste passwords in. The extensions won’t even auto-suggest the relevant websites. To reiterate, this issue is not restricted to just one or two websites, but is almost universal.

I’m on the latest versions of the extension and 1PW. I've deleted and reinstalled multiple times to no avail.

I’d really appreciate some help with this. There are some other posters here who seem to have the identical problem but I haven't seen any responses/solutions by 1Password.

Megan

Hi @Hotspur781,

I'm sorry to hear that you're having trouble with 1Password right now. In order to track this down, I'll need a bit more information from you. I know you mentioned using the "latest" versions of everything, but specific version numbers would help a lot here. You can find the 1Password version number in the 1Password > About 1Password menu. The version number for the browser extension for Safari can be found in the Preferences > Extensions pane. For Chrome, go to chrome://extensions/.

It would also help to know if you are seeing error messages when you access the extension: what happens when 1Password 'refuses' to fill in passwords. Any detail you can provide - including the steps that you take, what you expect to happen, and what actually happens - will help us narrow down the issue.

Thanks for your help!

Hotspur781

Hi there,

Thanks for replying so quickly. Regarding the "latest versions," they are as follows: 1PW is 5.0.2; Chrome is 4.2.5.90; and Safari is 4.2.5. I'm not getting any dialogue boxes or error messages. What seems to happen -- and here I'm changing my story a little since it's not "virtually" all websites (it just sometimes feels like it; the number has certainly risen lately) -- is that I click on the extension and the username/password will not fill in. Now, sometimes I can just manually cut-and-paste a password but increasingly I'm finding that that doesn't work. The latest one, I've discovered, is https://authors.randomhouse.com. I'm not a coder, so maybe they have some block on 1PW auto-fills (www.freshdirect.com is another one). But I do know that until recently this wasn't a problem. UPDATE: I just tried the Random House one and it seems to be working again. PS: I know this post seems to be written by a crazy person, but I am noticing some buggy responses with a larger-than-normal number of websites in the last month or two.

MikeT

Hi @Hotspur781,

First, we're not seeing signs that you're crazy at all. :D

Sometime a simple installation of a third party app can block the communication between 1Password and the extension, which would then break the filling completely. So, we've seen this before and while we try to notify users about this when we detect this kind of interference, we often have to know about the cause of the interference before we can alert the users properly. What that means is that if we don't know about it, 1Password will seem like it is broken and may not be able to tell users about it.

Do you recall if you install anything new in the last month that could interfere with another app, like a firewall, anti-malware solution or a VPN?

To help us narrow this down, can you email us your diagnostic report to support+forum@agilebits.com with a link to this thread. Please include your username in the email, so we can connect the dots to you at the forum.

Hotspur781

Thanks for getting back. The latest site not to work in Chrome/Safari is delta.com. I haven't installed anything like a firewall, VPN, etc., since this problem began. All I can think of is something like Java, Flash, etc. when I moved over to a new iMac/Yosemite, but I can't think why that would affect 1Password. I'll see if I can get a Diag Report to you.

Hotspur781

To confirm what's happening:

(1) At delta.com I click on the Chrome extension button.
(2) The extension does not find the associated URL, so I go to Search and type in "Delta".
(3) 1PW finds it and I try to click Enter to add the username/password.
(4) Nothing happens.
(5) This is occurring at an increasing number of websites. But at a few, like a bank website, it seems to be still fine.

Hotspur781

I’ve noticed something else: Whenever 1PW's browser extension has an icon for a given login, it seems to be able to find the website and can log in. But whenever the icon is the generic, gray “lock-and-keyhole” one, that’s when it has trouble. Not sure if this is universal (I have a lot of passwords), but it seems to be very common.

Hotspur781

I'm not having that particular problem. Funny thing is, the extension and mini work fine on all other devices (MacBook, iPad, etc.), just not on a brand-new iMac. Everything's running the latest versions.

Rad

Hi @Hotspur781‌,

Do you have the same setup (OS X, 1Password and the browser extensions versions) on both your MacBook and iMac?

Do the same Logins fill on the MacBook but not on the iMac?

BTW, did you send us your diagnostic report? I couldn't find it. Can you please send us a Diagnostics Report from your iMac, along with a link to this topic and your forum username, to support+forum@agilebits.com.  A brief comment here mentioning that you've sent the report would also be helpful.

Once we see the report we'll be able to better assist you.

Thanks in advance!

Hotspur781

Hi there,

Yup, I sent in two diag reports a few days ago. One of the case numbers is [#LIP-83186-794]. I'll send in another one. The problem is mostly confined to the iMac, but it seems to center on the presence of the generic lock-and-key icon. Basically, if I go to Delta without having filled in the field for "website" in 1PW the app crashes/can't find/won't fill in details after I search for "Delta" in 1PW. However, if I manually add "www.delta.com" to the entry then suddenly it works fine. Now, I guess you could say, "Well, add in the website details, what's the problem," but over the years I've accumulated a lot of website-less entries, mostly through a combination of inertia and laziness, so it would be a bit of a pain having to change all the entries. Also, until the last month or so this method has worked fine, so it's definitely a little strange that this bug has sneaked in. Third, the absence of icons seems pretty random: Thus, Delta I know used to have its logo/icon but then it changed to the lock-and-key symbol, while other, ancient, and long unused logins have kept their icons even as newer ones have lost theirs in the transition to Yosemite/1PW5.

Drew_AG

Hi @Hotspur781,

Thanks for letting us know your case number! I see that you're receiving help from a couple of our support reps via email, and I apologize that you haven't received a faster response to your most recent email. It's best to keep the conversation going via email at this point (so we don't duplicate efforts), and I'll add a few notes to the email ticket on our end and make sure someone gets back to you as soon as possible.

Thanks for your patience while we look into this! It's a bit of an odd problem but I'm sure we'll get it all worked out soon. :)

ref: LIP-83186-794