Can't connect with server

Hey @ghandlin, welcome to the Forum! I'm sorry your family member is experiencing sign-in issues on their Android app.

Could your family member help answer these questions:
1. Can they log into 1Password.com on their browser on their Android device?
2. Does their Master Password contain any https://support.1password.com/cs/special-characters-in-master-password/?
3. Do they have any VPNs or antivirus software installed on their Android device?
4. Do they have any firewalls on their Android device or router?

These answers will help us narrow down the issue. I look forward to your response :)

Going to the site in browser on the device after entering the un/pwd, the secret key is requested.
Yes, there are special characters.
I may have installed Sophos on the phone, but I don't have the phone in front of me at the moment.

Hey @ghandlin, thank you for getting back to me.

Either the special characters in the Master Password or Sophos could be the culprit. Could you ask your family member to disable Sophos and then try signing in to the Android app again?

I just looked on her phone, she has Sophos Intercept X on it, but I have it on mine as well with no issues. There are two special characters which are just the # sign, no big deal there.

I had to recover her account at one point, does that generate a new secret key? Perhaps that is what is causing the issue. If so, a different error message would be helpful. Going to try that this evening.

Hey @ghandlin, if you've recovered her account before, then she would've received a new Secret Key and had to create a new Master Password. Was she able to download her new https://support.1password.com/emergency-kit/ after the recovery?