Forum Discussion

jkrshw's avatar
jkrshw
New Contributor
8 months ago

Entra ID SSO failing for certain users with "Transfer your encryption key" message

We have rolled out 1Password for Business to around 30 users, and a handful of these are having issues with their Entra SSO. Upon signing in using SSO, they are then taken to this page with this set of instructions. From what I understand, these users are logging in through the same Edge session/browser, so I am unsure what is causing this error. They are not able to log in due to not receiving a code or then being able to access their account. Each time this happens, which appears to be the next time they open Edge, I have to recover their account. Would appreciate any insight on why this might be happening, as it is only a small number of users.

Thanks.

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Browser: Not Provided

windows

5 Replies

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    6 months ago

    jefft2

    I'm sorry for the delayed response. Please send an email to support+forum@1Password.com and include a link to this thread. Our support team will take a look and offer additional assistance.

    -Dave

  • jefft2's avatar
    jefft2
    New Contributor
    6 months ago

    We are experiencing the same problem as above: SSO user is prompted to transfer key but has only ever used Edge browser on one computer so there is no other1Password to transfer from. The latest reporting user is signed into Edge and has not deployed the extension yet.

    Was there ever any resolution to this?

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    8 months ago

    jkrshw

    Thank you for answering those questions. The next time that a user runs into this issue, could you collect a console log and send it in so that we can investigate further:

    Attach the file to an email message addressed to support+forum@1password.com.

    With your email please include:

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

    -Dave

  • jkrshw's avatar
    jkrshw
    New Contributor
    8 months ago

    Hi Dave,

    They are signing in to 1Password.eu, I don't believe they have the desktop app installed, however they do have the Edge extension installed.
    I don't believe they have cleared MS Edges cache or browsing history.

    Kind Regards,

    Joe

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    8 months ago

    Hello jkrshw! 👋

    I'm sorry that your users are running into trouble when signing into 1Password. So that I can better understand the situation, can you tell me the following:

    1. Are they signing into the desktop app or 1Password.com? If they're signing into 1Password.com then do they have the desktop app installed?
    2. Have they recently cleared Microsoft Edge's browsing history/cache?

    I look forward to hearing from you.

    -Dave