Still getting the "unable to sign in, please check details provided...."

Hi, I'm trying by days to sign in but I still get the "unable to sign in, please check details provided...."
Also the https://1password.com/ url simply does not enter on any browser!

Currently running Windows 10 Pro fully updated - Also formatted several times but the error persists.

Thank you.


1Password Version: 6.8.534
Extension Version: 4.7.0.90
OS Version: Windows 10 Pro
Sync Type: Not Provided

Comments

  • GregGreg

    Team Member

    Hi @kidcham,

    Thank you for getting in touch! Sorry for the troubles.

    Is it correct that you created a 1Password account at 1Password.com and now you can't sign in to your account at https://1password.com/ or in 1Password app on your PC? Have you saved your Emergency Kit after your account was created?

    Please confirm if my understanding is correct here, so we could find out how to proceed. Thank you!

    Cheers,
    Greg

  • Hi Greg, thank you for reply.

    Yes I have the Emergency Kit, also, the 1Password is working perfectly on my Macs (I have two) and my smartphone, only windows is not getting there.

  • bundtkatebundtkate

    Team Member

    @kidcham: It sounds like you have two issues here – you can't sign in to your account on 1Password.com on Windows and you're unable to sign in via the desktop app. It may be these are separate issues, but one thing that could cause trouble with both is if you're on a network that's blocking connections to 1Password.com. Is this a work PC, by chance, or do you have firewall software installed that might block such connections?

  • Hi, its my personal PC but I have tried to disable the firewalls and windows defender, by the default action on windows, just sliding buttons and it didn't work yet... =/

  • brentybrenty

    Team Member

    @kidcham: Thanks for confirming. I'm sorry you're still having trouble. At this point, the best thing to do will be to restart your PC, reproduce the same issue, and then generate a diagnostic report so we can look at the logs to determine exactly what is happening:

    https://support.1password.com/diagnostics/

    Please send it to [email protected] and add the following Support ID (including the square brackets) to the subject of your diagnostics email before sending:

    [#WEA-41375-429]

    If you’re reading this and you are not kidcham, this Support ID is for kidcham only. Please ask us for your own if you also need help.

    This will link your diagnostics to our current discussion. Let me know once you've sent it. Once we see it we should be able to better assist you. Thanks in advance!

    ref: WEA-41375-429

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