Cannot login to 1Password 6 application on windows 10

Sherry_DeMoura

• Windows 10
• 1password 6
• Can login to web app

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1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Sync Type: Not Provided

Greg

Hello @Sherry_DeMoura,

Thank you for reaching out and giving us a chance to help you!

Could you please specify, are you trying to sign in to your account at 1Password.com in the browser or in 1Password 6 app for Windows? Do you see any errors?

Please describe your actions step by step and tell me what happens next. I am sure together we will get to the bottom of this, but we need some additional info to start with. :)

Thank you in advance! I look forward to your reply.

++
Greg 8-)

Sherry_DeMoura

I am using 1Password 6 App for Windows 10. I installed the app from the account I created in 1Password. When I'm launch the aApp all it asks for is a Master Password. When I type the password login fails.

Greg

@Sherry_DeMoura: Thank you for the reply! Is this the first time you are launching 1Password 6 on your PC?

Please try to do the following:

1) In your browser, sign in to your 1Password account on 1Password.com.
2) Click your account name in the top right and choose Get the Apps.
3) Drag your QR code to the 1Password app window.
4) Enter your Master Password and select "Sign in".

Are you able to sign in after the steps above?

Thank you!

++
Greg

Linc

I tried the above bar code procedure and it still will not allow me to login. This has been several days of working on this. Can I please call someone.

MikeT

Hi @Linc,

Thanks for writing in, I don't see any previous conversation from you. Please email us your 1Password diagnostics report, so we can see what's going on. Here's how to send us the report:

1. Click on the start button to search for Event Viewer, open it.
2. On the left sidebar, expand Applications and Services Logs, 1Password should show up below here
3. Right click on 1Password to select Save all events as and save it as 'logs.txt', set Save as Type to Text (tab delimited) (*.txt)
4. Email that file to us at support+windows@agilebits.com and in the email, also include the link to this thread along with your forum username.

Let us know here when you've sent the email, so we can confirm we got it.

Linc

Sent email with log

MikeT

Thanks, we got the email and will reply as soon as possible.

ref: INC-95656-559

Linc

any update ????

MikeT

Hi @Linc,

Did you get my reply? I sent it within an hour of your email. Check your spam folder if you don't see my reply.

lcastr0

I'm having the same issue. What should I do? Should I also email the log?

Greg

@lcastr0: Yes, please! We will take a look and let you know what we find out. Thank you! :+1:

lcastr0

Thanks, I've sent an email with the information

AGAlumB

@lcastr0: I don't see any emails from this address, so please post the Support ID you received here and we'll take a look. :)

lcastr0

The support ID is #TKJ-78533-865

AGAlumB

@lcastr0: Got it! We'll take a look and get back to you via email. :)

ref: TKJ-78533-865

lcastr0

Is there any update? I haven't received any emails yet

lcastr0

Turns out I tried connecting again and it worked...

MikeT

Hi @lcastr0,

Sorry, we weren't able to reply in time, our current email volume is huge due to recent holidays, and it is taking us a while to get to everyone.

I'm glad you got it to work, it looks like there was some kind of a network issue that is not allowing 1Password to get to our servers, it kept timing out. This usually is a proxy related issue but I am assuming you're not using one since you were able to reconnect.