Forum Discussion

fugees's avatar
fugees
New Contributor
1 month ago

1pass always disconnected

I use windows 11 + firefox. 

I start to get this problem some days ago. My browser extension app start to malfunction (not saving new login and not showing recent saved login). I notice the disconnect icon on the app. 

I tried to uninstall and reinstall both the app and the extension (and try the extension on chrome too) with not effect.

I don't know if relevant but my new provider give my ipv6 (and i use pihole in my system but no domain was blocked when i try to reconnect)

please help

browser extension
family
windows

3 Replies

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    1 month ago

    Hello fugees​! 👋

    I'm sorry that 1Password isn't connecting to your account on your Windows PC. As a first step can you try the following: 

    1. Make sure that your network/router/Pi-hole isn't blocking any of 1Password's ports/domains: 1Password ports and domains
    2. If possible, can you try to connect to a different network such as a cellular hotspot to see if 1Password is able to connect on that network? 


    If that still doesn't work then are you able to log in to your 1Password account on 1Password.com (in the browser, not the app) on your Windows PC? Does the 1Password app on other devices on your network show the same offline message? 

    -Dave

    • fugees's avatar
      fugees
      New Contributor
      1 month ago

      i narrow the problem to ipv6. If i test in a pc with only ipv4 connection it works, if i use a pc with ipv6 it doesn't work (i tried more 2 different machines).

      Any idea?

      • 1P_Dave's avatar
        1P_Dave
        Icon for Moderator rankModerator
        1 month ago

        fugees​ 

        Thank you for the reply. So that the team and I can investigate further, I'd like to ask you to create and share a console log from 1Password in Firefox:

        Save a console log for 1Password in your browser

        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/1pass-always-disconnected/165186
        • Your forum username: fugees


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

        -Dave