Forum Discussion

mnot's avatar
mnot
New Contributor
11 months ago

Safari extension troubles

The Safari extension hasn't been reliable in a while.

Most often, it seems to get disconnected from 1Password - e.g., the app is open and unlocked, but when a passkey is requested, the safari extension will say 'Unlock 1pw' and won't recognised that it is unlocked.

Anyone else seeing this?

1Password Version: 8.10.36
Extension Version: 2.26.1
OS Version: macOS 14.6
Browser: Safari

macos

5 Replies

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

    jayzed

    Thank you for posting the Support ID. I see that my colleagues have already sent you a reply, please continue the conversation there and the team can help look into the situation further. 🙂

    -Dave

    ref: ZTA-31934-468

  • jayzed's avatar
    jayzed
    New Contributor
    10 months ago

    1P_Dave

    I too have been having the same issue with the Safari extension for many many months. Despite following the 1Password recommended troubleshooting the problem eventually recurs again. As you can imagine it's super frustrating to have to reset the app and extension dozens of times per month.

    I have submitted a support ticket along with my diagnostic file that was taken while my Safari extension was failing to unlock and I'm hoping someone senior/engineer at 1Pass has a look at it and can find a more permanent solution as Customer support in the past just suggested to keep resetting it.

    SUPPORT TICKET: ZTA-31934-468

    Thanks Dave for looking into it.

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

    mnot

    Thank you for the reply. The next time that the issue occurs, I'd like to ask you to create a diagnostics report from 1Password in your browser:

    Sending Diagnostics Reports (browser extension)

    Attach the diagnostics 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

  • mnot's avatar
    mnot
    New Contributor
    11 months ago

    Sometimes that helps, sometimes it doesn't.

    What does seem to help is going into the '1Password for Safari' app and clicking 'Finish setup in Safari'. I suspect this becomes necessary after Safari gets updated.

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

    Hello mnot! 👋

    I'm sorry to hear that 1Password isn't working properly with your browser. It sounds like communication between the 1Password extension in your browser and the 1Password for Mac app has broken down. To fix this please do the following:

    1. Close all open web browsers.
    2. Right-click on the 1Password icon at the top of your Mac's screen and then click Quit. Wait until the icon disappears.
    3. Double-click on 1Password from your Mac's Applications folder.
    4. Open your web browser.

    Let me know if that fixes the issue. If it doesn't then can you tell me if you're using multiple Safari profiles?

    -Dave