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Former Member's avatar
Former Member
3 years ago

Failing to connect to server at through authenticating company proxy

This has been the case since 8 beta but today I decided to do something about it. Hopefully you can use me to troubleshoot the proxy connection issue which seems several users are experiencing too.

Basically, from home if I do not connect to my work VPN and use the corporate proxy to go to the internet, 1password app connects and syncs perfectly. As soon as I connect to my work VPN and the proxy is in force 1password will fail connecting and the red strike-through cloud icon appears in the menu. Reconnection fails the same way.
I have tried the following Wifi Proxy Settings:
* Automatic Proxy Configuration with a pac file and
* Web Proxy with the corp proxy directly specified with credentials
* Web Proxy with the corp proxy directly specified without my credentials.
All results in loss of connectivity.

In the log whatever my wifi proxy settings (pac, proxy w/o creds, proxy w/ creds) the error is the same (even with full machine reboot in between changes)
```
ERROR 2023-01-20T00:32:07.314 tokio-runtime-worker(ThreadId(1)) [1P:foundation/op-proxy/src/lib.rs:255] proxy test network connection failed: error sending request for url (): error trying to connect: tls handshake eof
INFO 2023-01-20T00:32:07.314 tokio-runtime-worker(ThreadId(1)) [1P:foundation/op-proxy/src/apple.rs:348] skipping proxy returned by PAC since we couldn't connect to it: Network(Network(error sending request for url (): error trying to connect: tls handshake eof))

```
Since the url is redacted we can't make sure it is the right proxy config. However since it is the same error even when a PAC is not involved we can assume it is not related to the auto config but to the connectivity to the proxy itself. The TLS handshake EOF error log entry supports that hypothesis.

Let me know what I can do to help.

Thanks in advance!

Jacques

1Password Version: 8.9.13
Extension Version: 2.5.2
OS Version: 12.6.2
Browser:_ Chrome 109.0.5414.87

macos

17 Replies

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  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    3 years ago

    @jacmorel

    Thank you, I see that my colleague sent you a reply a few hours ago. Please continue the discussion over in the email thread. 🙂

    -Dave

    ref: SBM-26872-181

  • Former Member's avatar
    Former Member
    3 years ago

    Ok I copied to my personal email and I received it so you should have too. The support id is first in the title.

  • Former Member's avatar
    Former Member
    3 years ago

    It appears that my work proxy is blocking the email somehow. I am looking into it.

  • 1P_Tommy's avatar
    1P_Tommy
    Icon for Moderator rankModerator
    3 years ago

    Hey @mrkidd

    Please email us and we'll do our best to help. Due to the varied configurations it might take a few suggestions. Please email using support+forum@1password.com. Be sure to use the email address tied to the account in question. You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

  • Former Member's avatar
    Former Member
    3 years ago

    I am also experiencing this same issue. Let me know if you would like any logs etc.

  • 1P_Tommy's avatar
    1P_Tommy
    Icon for Moderator rankModerator
    3 years ago

    @jacmorel

    I responded but I am not getting any response.

    It looks as if we did not receive a reply. The last message we have logged is from Grey's outgoing message to you. Could you send your reply again? If not, the conversation may seem disjointed and the same questions would likely be asked again.

    Please make sure to reply to grey's message and/or include your support id in the subject line. Thank you kindly.

    ref: SBM-26872-181

  • 1P_Tommy's avatar
    1P_Tommy
    Icon for Moderator rankModerator
    3 years ago

    @jacmorel

    Do you have a support id you can share? I can check on the ticket for you.

  • Former Member's avatar
    Former Member
    3 years ago

    Hi Matt, Grey reached to me via email. I responded but I am not getting any response. I have my phone number in the email. Please text me if you can so we can get this faster turn around.

  • 1P_Tommy's avatar
    1P_Tommy
    Icon for Moderator rankModerator
    3 years ago

    @mattf

    Please email us using support+forum@1password.com. Be sure to use the email address tied to the account in question. The reason for the report is there are a couple of suggestions we can make and those suggestion will depend on what the report indicates.

    1. Open 1Password.
    2. Press command and comma. The 1Password preferences will open.
    3. Tap Advanced.
    4. Click Send Diagnostics.
    5. Click Reveal to locate the report in your downloads folder.

    Attach the diagnostics to your email message.

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