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ricardo-gainda's avatar
ricardo-gainda
New Contributor
2 months ago

Issue re-instating employee

Hello,

We provision 1Password from AD. We had a user resign and return shortly after. We had not wiped their device so we returned it to them. They were removed and re-added to the group we use to control who gets invited and their account and profile look normal on the 1Password admin console. We initiated a recovery which they completed. Upon trying to sign-in they are prompted with the message:  

This device was deauthorized. You will need to re-enter your Secret Key and sign in again.

We have not encountered this before nor can we figure out how to re-authorize the device. The used does not have their original Secret Key. 

authentication
device trust
onboarding
windows

3 Replies

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

      ricardo-gainda​ 

      Thanks for following up. I see that my colleague sent you an email on September 12th, please reply to that email to continue the conversation. If you don't see that email then please check your Spam/Junk folder in case it ended up there. 

      -Dave

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

    Hello ricardo-gainda​! đŸ‘‹

    I'm sorry that your user is running into trouble when signing in after you've recovered their account. So that the team and I can help further can you have them generate a console log while reproducing the issue:


    Attach the console log to an email message addressed to     support@1password.com

    With your email please include:

    • A link to this thread: https://www.1password.community/discussions/1password-work/issue-re-instating-employee/162141
    • Your forum username: ricardo-gainda
    • The email address of the affected user's 1Password account. 


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

    -Dave