My 1Password 6 often stalls on log-in. Both on extension and App.

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Real_Zeke
Real_Zeke
Community Member
in Mac

Often when i need to log-in it just doesn't do anything. It shows the same thing as trying to log-in, but nothing ever happens. Both with the extension and the App as well.

1Password Version: 6.0.2
Extension Version: 4.5.3
OS Version: Newest
Sync Type: iCloud
Referrer: forum-search:stalls

Comments

  • Drew_AG
    Drew_AG
    1Password Alumni
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    Hi @Real_Zeke,

    I'm sorry you're having a problem trying to unlock 1Password!

    It shows the same thing as trying to log-in...

    I'm not sure if I understand - do you mean you can see that you typed your master password (it should appear as a series of black dots), and you press Return/Enter on your keyboard (or click the padlock button), but it stays that way and you don't see the unlock animation at all?

    When this happens, does the mouse turn into a spinning beachball?

    Does it ever work if you wait for it? Or if not, what do you do to get things working again?

    If you haven't already done so, please try rebooting your Mac. After it restarts, are you able to successfully unlock & use 1Password?

    Thanks!

  • Real_Zeke
    Real_Zeke
    Community Member
    Options

    I type my master password and then it does the animation, but never actually unlocks. Just makes the icon turn as it wanted to unlock.

    The mouse doesnt turn into anything else then the mouse icon. Also it doesnt work even if i wait, so i usually click somewhere else to make it disappear and try to start over.

    Sometimes when it happens i restart the Mac and then i can usually use the App and Ext. again.

  • Drew_AG
    Drew_AG
    1Password Alumni
    Options

    Hi @Real_Zeke,

    Hmm, that's really strange, I don't think I've heard of a problem where the 1Password symbol just keeps turning when trying to unlock. I know our developers have been looking into an issue where there is a bit of a delay that happens when unlocking 1Password, but I believe that ends up working after a short while. I don't know how long you've waited to see if it eventually works, so you might want to try waiting a bit longer if this happens again. But if you wait for more than a minute or two, and it's still turning and won't unlock, it sounds like it's not going to.

    If it continues to be a problem for you, I'd like to ask you to create a Diagnostics Report from your Mac. First, wait until the problem happens again, and wait a couple minutes while it's trying to unlock. Then create the diagnostics report by following the steps here:

    Sending Diagnostics Reports (Mac)

    Attach the Diagnostics Report(s) to an email message addressed to support+forum@agilebits.com.

    Please do not post your Diagnostics Report(s) in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Report(s) in our inbox.

    You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here so we can track down the report(s) and ensure that this issue is dealt with quickly. :)

    Once we see the report we should be able to better assist you. Thanks very much!

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