Troubleshooting the new browser extensions

This article describes problems unique to the Chrome, Firefox, and Safari extensions. See also Where is the 1Password button in my browser? and Why doesn’t Ctrl+\ work in my browser?

Background

1Password manages the exchange of data between itself and the browser extensions through WebSocket connections. This allows the 1Password background process to communicate with the browser extensions while still respecting the “sandboxing” rules enforced by modern web browsers. Although they appear as network connections, they are limited to your local machine. These connections are also encrypted and authenticated, so they cannot be used to deliver information to any processes besides 1Password and its browser extensions.

If the connections are blocked for any reason, the extension will not be able to connect to 1Password, and no data transfer can occur. The most common symptom of this problem is a “helper not connected” message from the browser extension. The simplest solution is to ensure that local connections are not blocked on 127.0.0.1 by a proxy server or software firewall.

The specific ports that 1Password uses through its WebSocket connections are 6258, 10191, 14821, 24861, 25007, 38151, 46360, 49801, 55730, and 59483; but it’s much easier simply to allow all connections to 127.0.0.1 (localhost).

Troubleshooting

If you see a persistent red badge on the 1Password button in your browser’s toolbar, or if the extension displays the message “Helper not connected”, please try these tips, in the order shown, until the problem is solved.

  1. It’s always best to start by making sure you have the latest version of 1Password. Quit the browser, launch the 1Password program, and choose Help > Check for New Version.

  2. If the problem persists, it is possible the 1Password Helper did not properly update itself. Launch the 1Password program, choose Help > Restart 1Password Helper, wait 10 seconds or more, and then relaunch the browser.

  3. If the problem persists, it is possible that 1Password and the extension are out of sync.

    a. Remove any and all 1Password extensions listed in your browser, then quit the browser.

    b. On the Browsers tab of 1Password preferences, click the Install Extension button for the browser you are using.

    c. Follow the instructions to download and install the extension.

  4. If the problem persists, it is possible you are using a proxy to connect to the Internet, and the proxy is preventing the connection.

    Note: If you do not know or have access to your proxy settings, please contact your network administrator for assistance.

    a. From the Windows Start menu, launch the Internet Options control panel. (See tip, below.)

    b. Select the Connections tab; then click the LAN settings button.

    c. Enable the Bypass proxy server for local addresses option.

    d. Click the Advanced button.

    e. Under Exceptions, add 127.0.0.1 to the list of exceptions (as in *.local;127.0.0.1).

    f. Click the OK button to close each of the dialog boxes.

    If you are using a Firefox proxy extension, you may need to configure it appropriately, as well.

    If you’re using a command line switch with Chrome to access your proxy, you can add -proxy-bypass-list="localhost;127.0.0.1" at the end which will bypass the proxy.

    Tip: One of the ways to launch the Internet Options control panel: On the Windows Start menu, click Run, type inetcpl.cpl, and press Enter.

  5. If the problem persists, you may need to prevent Windows from detecting LAN settings automatically.

    a. From the Windows Start menu, launch the Internet Options control panel. (See tip, above.)

    b. Select the Connections tab; then click the LAN settings button.

    c. Disable (uncheck) the Automatically detect settings option.

    d. Click the OK button to close each of the dialog boxes.

  6. If the problem persists, it is possible you are using a firewall. If so, please add ports 6258, 10191, 14821, 24861, 25007, 38151, 46360, 49801, 55730, and 59483 to the “exceptions” list in the firewall configuration.

  7. If the problem persists, it is possible you are using antivirus/malware software that is blocking the required WebSocket communication on the ports listed above. Please see this article for helpful information, or contact the software’s maker for assistance in configuring the software appropriately.

  8. If the problem persists, launch the 1Password program, choose Help > Diagnostics Report > E-mail to AgileBits, add a description of the problem to your message, and send it to us (support@agilebits.com) so we can help.

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