Autofill has stopped working, which it does from time to time.

Hey @spmetivier,

I'm sorry for the trouble you are having with 1Password in your browser. I think it would be helpful if we could dig a little deeper into what may be going wrong. When you next experience this behaviour can you send over a console log from your browser as well as a diagnostics report:

• Save a console log for 1Password in your browser
• How to send a 1Password diagnostics report

Please attach the reports to an email message addressed to support+forum@1password.com with a link to this thread.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

I'm happy to provide the requested documentation. My first question is, how do I determine which version of 1Password I'm using? I can't find it anywhere. I'll assume version 7 for now, and attempt to follow the instructions.

I'm not finding Help > Generate Diagnostics.
Am I supposed to be using an app on my desktop? I always access 1Password via my browser, and using the Chrome plugin, never a specific app on my PC. (I do use the app on my mobile devices.)

Hi @spmetivier ,

You can use the search function in the Windows task bar to search "1Password" and see if the app is brought up. Once you've found it and opened it, in order to determine which version of 1Password for Windows you're using, you can click the kebab menu ( ⋮ ) at the top of the sidebar, choose Settings, then click About in the sidebar. The version number will be shown here.

If you don't have the 1Password app on your device, you can just send over the console log from your browser in your email to us and we can continue assisting you further from there.

I'm not sure how to send over the console log, or how to capture the appropriate timeframe. 1Password works fine for a while, then when I try to login to the same accounts, it fails to autofill. I have no idea what triggers it, so don't know what I'm supposed to capture.

Hey @spmetivier,

No problem we can try and get to the bottom of things without the logs, I think I have a better understanding of what could be happening here.

Seeing as you only use 1Password in your browser and not the 1Password app, I'd like you to try the steps below and then test for me to see if things work as you'd expect:

1. Right click the 1Password icon in your browser toolbar and choose 'Settings'
2. Disable the setting that says 'Integrate with 1Password app'
3. Now test to see if things are working.

Let us know how you get on!

Thanks, Steph. I've changed that setting. I'll need to wait and see if the problem resurfaces, as it seems to occur sporadically. I've been using the autofill on a number of websites that I visit often for the past couple of days without a problem. If the problem hasn't resurfaced within a week or so, it's probably resolved.
Thanks again!

On behalf of Steph, you're welcome. If you need us feel free to reply back at any time.

I've had this issue for a while. I have a ticket opened with support but they don't seem close to identifying the issue. This also affects the menus accessed via right click. Right click -> settings does nothing when the extension crashed. One needs to disable/enable the extension to restore functionality. Version 2.10 doesn't fix the issue.

@slajeune

I'm sorry you're still having trouble. I would recommend keeping up with my colleagues via email. They would be the best at looking at logs and such.