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Former Member's avatar
Former Member
4 years ago

Extension not working in FireFox on 1 computer but works on another

Experiencing a very odd problem here. Both a colleague and I use 1Password (2 separate accounts) on two separate Windows 10 computers (she's at another office) running the SAME version of Firefox (94.0.1 64-bit) and the SAME version of the 1Password extension (2.1.4). However, when she tries to log in through the extension, after she enters her password and presses Enter, nothing happens. Pressing enter or clicking the right-arrow next to the password field does not respond at all.

We've tried 1. restarting the computer, 2. removing and reinstalling the the 1Password extension, 3. refreshing Firefox, 4. reinstalling Firefox (plus another restart of the computer), and nothing fixes the issue. I have no issue at all logging in at all through the extension on my computer. So very, very strange.

The only way she's able to get the extension to work is signing in through my.1password.com, so at least she's able to use it, but something very strange is still going on. Is anyone else experiencing this?

1Password Version: n/a
Extension Version: 2.1.4
OS Version: Windows 10

browser extension

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  • Former Member's avatar
    Former Member
    4 years ago

    @"jack.platten"

    Sounds like a plan. I will call her tomorrow and get it done. I appreciate your help!

  • Jack_P_1P's avatar
    Jack_P_1P
    Icon for 1Password Team rank1Password Team
    4 years ago

    @usagora:

    Thanks for providing some more details. Since it sounds like we'll need to take a closer look at your coworker's setup, please have them follow these steps, Save a console log for 1Password in your browser, and then email the file to support+forum@1password.com. They'll receive a Support ID that looks like this, [#ABC-12345-678] if you could post that ID here so we can follow up there.

    Thanks!

  • Former Member's avatar
    Former Member
    4 years ago

    @"jack.platten"

    Yes, I watched her do it remotely about 6 times. No error message or anything. Simply nothing happens once she hits the "Enter" key on her keyboard or clicks on the arrow to the right of the password field.

  • Jack_P_1P's avatar
    Jack_P_1P
    Icon for 1Password Team rank1Password Team
    4 years ago

    Hi @usagora:

    I'm sorry to hear your coworker is running into this. We're currently investigating a bug where the arrow button shown doesn't unlock 1Password in your browser and it sounds like that's causing part of their issues.

    Just to make sure we're all on the same page, your coworker is entering the correct password, with the focus remaining in the password field, and then hitting the Enter key on their keyboard?

    Jack

    ref: dev/core/core#10977