1Password Desktop App Network Connection Error
Hello 1Password Users and Staff,
I've tried to install 1Password on my co-worker's machine. We did a password reset (begin recovery) and I uninstalled the app, removed %localappdata% 1Password data, installed the app and she put in the correct credentials and it said, "Unable to sign in, please check details provided and your network connection." She has internet access.
Any ideas how to fix this?
Thank you,
1Password Version: 6.8
Extension Version: Not Provided
OS Version: Windows 10
Sync Type: Not Provided
Comments
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I believe this could be because of firewall or virus protection blocking. I've submitted a ticket to our IT department. I'll update this post when I know more.
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Hi @sscodyewatson if your company uses SSL inspection tools then 1Password 6 will not work. Your company may also be blocking specific or non-whitelisted apps from bypassing the corporate firewall.
Some organisations, mine included, and even some home AntiVirus software tamper with the website security certificate in order to inspect the content complies with organisational policies and/or perform security checks. It makes no difference that you're accessing 1Password through the app instead of the website. ;)
There's some technical trickery, which I shan't bore you with, that allows websites (1Password included) to prevent their service from working when it detects such spy tools.
Whilst there are genuine enterprise requirements for such tools they're inherently insecure and it'd be unwise to allow something as critical as an online password manager to connect over an illegitimate SSL certificate.
It's actually TLS at play here but SSL is still the common term in use.
This is only a guess but from the limited information it's a reasonable assumption.
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I spoke with the IT department and they said the co-workers machine is on the same network with same configuration as everyone else in the company and 1Password works on theirs just fine. I'm going to try again Monday or sometime next week to reset her password, uninstall the app, and remove the %localappdata% and try again. If that doesn't work, I'll get back with the IT department and they said one of their network specialist will take a look at it. Thanks for your response darrenNZ.
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Thanks for that reply! If your co-workers can use 1Password then there's one of two problems:
- an error on your system / network
- invalid login credentials
The message:
Unable to sign in, please check details provided and your network connection.
normally appears if you're getting any of the login data incorrect.
You might want to double check you're entering the correct 1Password URL, registered email address, master password and secret key. It could be something as simple as that.
The way to check that you're using the correct credentials is by logging in via the 1Password website:
- Type your email address into Notepad
- Type your master password into Notepad
- Type your secret key into Notepad
- Visit the URL above and copy and paste the information
If you can login then keep Notepad open, load 1Password desktop and then copy and paste all of the respective information. If it works, great!
If it doesn't then it's a fault on your local system or the network.
If you can't login to the URL above then your details are incorrect.
Remember to close Notepad and clear the clipboard once finished!
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Yeah, that's what I'm going to do next week so we have a fresh attempt at it. I'll do all the checks. Make sure all fields are copied/pasted from Notepad, caps lock isn't on, and try everything in my power to see if it works. So I'll do everything you said. You're awesome man! Thanks a lot.
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@sscodyewatson: Definitely let us know! For what it's worth, something as silly as a date/time/zone discrepancy can cause a failure to establish a secure connection, so that's worth checking...though it may be those settings are also controlled by an administrator. :(
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