Wrong password error message

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Andrew42
Andrew42
Community Member
in 1Password in the Browser

I have recently started having the following problem: Using 1P mini Ctrl-Alt-à in my case, I select the Agilebits forum from my favorites and the log-in fails with the message that the user name or password is incorrect. I know the user name is right so I simply copy and paste the password and the log in completes. So my vault has the right user name and password. This can happen with any of the sites in my vault. Can anyone suggest what I should do to eliminate the issue which does not happen every time but does with some frequency? Thanks for the help.
When it happens I also get a screen from 1P asking if I want to update my record so the password it has pasted is not the same as in the record.

1Password Version: 7.4.758 Beta
Extension Version: 4.7.5.90 Brave
OS Version: Win 10 Pro
Sync Type: Dropbox

Comments

  • ag_ana
    ag_ana
    1Password Alumni
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    Hi @Andrew42!

    I could not reproduce this behavior with my 1Password login and this forum, so there might be something different in your login item. Do you see the same behavior if you save a new login manually in the browser for this forum?

  • ag_yaron
    ag_yaron
    1Password Alumni
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    Hey @Andrew42 ,
    If you want to change a website's password, it is best to start the process on the website itself: https://support.1password.com/change-website-password/

    That will save you some confusion and extra steps :)

  • ag_yaron
    ag_yaron
    1Password Alumni
    edited March 2020
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    There are two scenarios I can think of in which this may occur:

    • The website was changed or redesigned and the login item in 1Password that used to work now suddenly doesn't work as it supposed to.
    • You generated a password that contains more characters than the website allows you to, so 1Password autofills something that is impossible for the website, which is why you are getting an error. If the website demands up to 14 characters, and you generate a 20 characters password, then this might happen.

    Ana's suggestion above to create a new login item will solve the first scenario I mentioned above. The second scenario can be resolved by removing the excess characters from your password or by changing it once more and complying with the website's demands.

  • ag_yaron
    ag_yaron
    1Password Alumni
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    Thanks for further clarifying @Andrew42 .
    If you can find specific steps that will allow you to reproduce the issue on demand, please share them here so we can investigate further. If we're able to reproduce it on our side we will definitely have a better understanding of the issue and perhaps an immediate solution.

    Before you try to replicate the issue, please create a new login item for the website you are going to test it on using the steps in the link Ana provided: https://support.1password.com/save-login-manually/
    Then see if you manage to reproduce it and if so, try to notice if you performed a specific action(s) that may have triggered it.

  • ag_yaron
    ag_yaron
    1Password Alumni
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    Hey @Andrew42,
    If we can't reproduce it here then it would suggest the issue is local to your machine/setup, which we should investigate.
    The reason we're asking you to create a new login item using the steps in that link above is because such issues are more often than not caused by a faulty/outdated login item, so please do create a login item for every website this issue occurs on regardless if it seems related or not. :)

    Keep us posted with any new findings you come across.

  • ag_yaron
    ag_yaron
    1Password Alumni
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    Hey @Andrew42 ,
    Yes, create a new login when you encounter the issue. No need to name it differently and then rename it, no need to mark it as favorite (unless you want to). Just create a new login and start working with that login instead. If you are able to reproduce the issue with the new login, then the issue is not occurring due to a faulty login but for a different reason. That is our test here.

  • ag_yaron
    ag_yaron
    1Password Alumni
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    Keep us posted :+1:

This discussion has been closed.