1Password for Safari extension blocking downloads on Dropbox.com [FIXED]

@skyisthelimit

Our developers are still working on the issue and you're correct that it hasn't been fixed yet. Thank you for your continued patience.

-Dave

How long will it take to fix this issue? It has been 6 months since the original report. It's not like Dropbox is some esoteric website. I'm facing the same issue with Safari 17.3.1.

Still not fixed, looks like it's not a priority at all. Perhaps we need to address to the upper management team for escalation at this point.

Seriously. @1P_Dave: what would it take for all of us paying users to get this prioritized? It's incredibly weird to me (to us?) that this has been an issue for months and months, with a specific website, and 1P doesn't seem to have prioritized getting this fixed in any way.

Hi there! My name is Hilary and I'm the developer that broke the Dropbox download functionality when 1Password is installed.

I'd like to first say how sorry I am for the frustration I've caused, and that I didn't share more information with all of you sooner. That's entirely my fault, and I have a few learnings I have taken away from the experience that I'd be happy to share in a separate post for those who are interested.

A background on this issue trajectory:

The Dropbox problem was brought in by our incredible support team and has been advocated by them and tracked for months. When this was a new issue, one internal development team was able to pinpoint the time in which this issue started occurring, and it aligned with code I had written, so my team was assigned.

I started to investigate the issue and found that the code on Dropbox works in such a way that any extension that writes code in a particular manner, will break the Dropbox download feature. For technical reasons I can share in another post, it would be extremely challenging to remove this code without breaking our support for passkeys on all sites, so I recommended we don't change it, and instead, share with Dropbox my investigation and how they can be impacted.

I created a personal Dropbox account so that I could write into customer support (ticket #23008629). I then reached out to a Dropbox employee privately. Neither of these efforts led to me able to speak to a developer at Dropbox, so progress on fixing the issue stalled. Thank you all for continually writing in and keeping this issue front of mind so that it didn’t get lost in our backlog during this period.

Latest update:

Another developer on our team looked into this issue today, and I'm happy to say they implemented a fix just for Dropbox! Rather than modifying the hard to change passkey code, we now specifically don't insert this code when we are on particular Dropbox pages. This could become a problem again in the future, because it relies on how Dropbox works which we have no control over. But we can revisit our solution if/when that happens. The fix will definitely be in Nightly next week, and our other channels in the weeks to come.

Thank you for sticking with us when we've let you down. There isn't a single developer or customer support person at 1Password that doesn't care about you all. I can honestly say it's just a matter of which problem do we solve first, and when the list is ever growing, it can take a long time before we solve yours.

If you'd like follow-ups on the underlaying technical problem or personal learnings, please don't hesitate to reach out!!

Wow – @Hilary_1P, thanks for the comprehensive update, and the info about a fix coming soon! If you think it's worthwhile, I'd argue that most people who're complaining about this issue are also paying Dropbox customers, so we ALL can go to their support system and advocate for them to engage with you on a true fix on their end — just let us know (send up the 1P signal, as it were).

That would be awesome @delfuego! My next step is to post on the Dropbox forums and then share that post here. If you and anyone else can upvote it, that would be amazing. My investigation led to a variety of ways Dropbox can fix this problem for all extensions, and I would love for someone on their team to take a look.

Here is the post I made to Dropbox with a technical explanation and suggestions at the bottom https://www.dropboxforum.com/t5/Dropbox-ideas/1Password-suggestion-to-fix-file-downloads/idi-p/759341

@Hilary_1P Done and done — raised my own trouble ticket with them (ticket #23498045), referencing your prior ticket, your newly-created Dropbox community forum thread, and this thread, and then I replied to your community forum thread begging them to engage there as well.

Amazing! Thanks @delfuego ! I've also posted on these threads:

https://www.dropboxforum.com/t5/View-download-and-export/Download-not-working-with-Safari-16-6-and-macOS-13-5-1/td-p/710008/page/2

https://www.dropboxforum.com/t5/View-download-and-export/Can-t-download-a-file-when-using-Safari-on-Sonoma/td-p/754248/page/2