Forum Discussion

THX's avatar
THX
New Contributor
10 months ago

Missing User's Active Keyset

When logging into 1Password's website, I routinely get the error message:

"Can't sign in.
Error: Missing user's active keyset"

I then click on Sign In and it works. It only occurs upon the initial sign-in, which is weird.

1Password Version: Not Provided
Extension Version: 8.10.52.25
OS Version: Windows 10 22H2
Browser: Brave

windows

6 Replies

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

    deanbonnici and bradharris-stairwell 

    I'm sorry that you're both running into the same issue. The issue appears to be related to outdated data in a user's browser cache. If you don't see the same issue in other browsers, then clear your browser's history and cache and then try to sign into 1Password again.

    🚨 Before clearing the user's browser cache, make sure that they have a copy of your Emergency Kit, that they know their account password, and that they're signed into 1Password on another device.

    If you still run into the same issue after clearing the browser cache then please send in a console log so that we can correlate what is happening on your device with logs on our end:


    Attach the console log to an email message addressed to support+forum@1password.com. Please use the same email address that you use for your 1Password account.

    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

  • deanbonnici's avatar
    deanbonnici
    New Contributor
    6 months ago

    Hi THX & Dave. was there a resolution for this issue? I have a team member with this exact issue.

  • bradharris-stairwell's avatar
    bradharris-stairwell
    New Contributor
    8 months ago

    This would be far more helpful if information was provided here as to why this happened so others can also understand what potential causes are.

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

    THX

    Thank you for sending in the console log, I confirm that it made it to the right team. One of my colleagues will send you a reply via email as soon as they've finished reviewing the console log. Please continue the conversation there.

    -Dave

    ref: KVB-68483-517

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

    Hello THX! 👋

    I'm sorry that you're running into an error message when signing into 1Password.com. So that I can look into this further, I'd like to ask you to reproduce the issue and generate a console log:

    Attach the console log to an email message addressed to support+forum@1password.com. Please use the same email address that you use for your 1Password account.

    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