Login info not filling when opening a website

Bradley1008
Bradley1008
Community Member
edited March 2015 in Mac

I am new to 1Password. It is installed and paid for on my iMac. It worked very will until a week ago. Now when I click on an account, say a bank account, it opens the website but does not include the user name and password. What to do?

Comments

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @Bradley1008,

    I'm sorry you're having trouble filling your login info! I'm sure we'll be able to straighten this out. To start, can you give us a few more details:

    • When you say you "click on an account", what are the exact steps you're taking? Are you double-clicking a Login item in the main 1Password app? Or do you click on the 1Password extension in your browser and click on a Login item? Or something else?
    • If you go to a website first, and then select the matching Login item from the 1Password extension in the browser, does that fill your username & password?
    • Is this happening for all websites/logins you've tried using, or just one/some?
    • What version of Mac OS X are you running on your iMac?
    • What exact version of 1Password do you have installed? (From the main 1Password app, go to 1Password > About 1Password.)
    • Are you using the web store version or Mac App Store version of 1Password?
    • What web browser (and version) are you using?
    • What version of the 1Password extension is installed in your browser?

    Once we know some more details, we should have a better idea how to troubleshoot the problem. Thanks!

  • Bradley1008
    Bradley1008
    Community Member

    Thanks Drew,

    1. I am using version 5.1 of 1Password.
    2. My precess is this: I open the app, scroll to the site I wish to enter, say my bank account, and double click on that specific account. (This worked for me until a few weeks ago)
    3. It seems to be happening on all websites
    4. I am using Mac OS X version 10.10.2.
    5. I do not know if my version is from the web store or Mac App Store. I think it is from the web store.
    6. I use Chrome browser. The extension states 4.2.5.90 following the extension name.
  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @Bradley1008,

    Thanks for the details. It sounds like the problem is happening when you use the Go & Fill feature (i.e. double-clicking a Login item from the main 1Password app). We're aware of some issues that can happen with Go & Fill. Some of those issues are specific to Chrome, and can happen when the browser is not open, or there's no active tab/window (although it might happen under other circumstances). Our developers are working on improving this, so hopefully the problem you're experiencing will be solved soon.

    However, there are a couple things you can try now to see if they help. First, I'd like to confirm if this is an issue with just Go & Fill. Can you please try this:

    • Open a new tab or window in Chrome.
    • Without using 1Password, go to a website that you've been having trouble logging into (for example, type the URL into the address bar).
    • When the page loads and you see the login form, click on the 1Password extension in Chrome's toolbar and select your Login item for that site.

    Does the extension fill your login info when you try that? If not, please try the same thing with some other websites. Let us know how it goes and we'll take it from there. Thanks!

    ref: OPM-2512
    ref: CSI-22

  • Bradley1008
    Bradley1008
    Community Member

    Hi Drew,

    I tried logging in using the Chrome extension. It worked.

    Am I better off using Safari as my browser?

  • Drew_AG
    Drew_AG
    1Password Alumni

    Hi @Bradley1008,

    Thanks for trying that, it sounds like the problem is specific to using 1Password's Go & Fill feature with Chrome, so it's likely due to the known issues we're working on. Do you have any other extensions installed in Chrome? Sometimes a problem like this can be caused by a conflict with another extension, such as an ad-blocking extension. If you have other extensions in Chrome, you might want to try turning them all off except for the 1Password extension, then restart Chrome and see if the same problem happens.

    You can also try installing our latest beta extension to see if that makes a difference. To install the beta extension:

    Please let us know if that helps at all!

    Am I better off using Safari as my browser?

    Well, it's really up to you and what works best in your situation. If the Go & Fill feature is important to you, and if my suggestions above don't help get it to work in Chrome, then switching your default browser to Safari is probably a good option for you - at least until Go & Fill works better with Chrome again. I mostly use Chrome on my own Mac and haven't been having problems with the 1Password extension, but I also don't use Go & Fill very much (I usually go to a website first, and then have the 1Password extension fill my info there). So it depends on what works best for your own workflow.

    Let us know how it all goes if you try my suggestions above, or if you have more questions. Thanks! :)

  • Bradley1008
    Bradley1008
    Community Member

    Thanks mate.

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Sorry to read about your issues with Chrome. If you have any more questions please do ask :smile:

This discussion has been closed.