Licensing server issues?

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1

Are there by chance any issues with the licensing server today? My email address and password don’t work in the new app, and when I try to reset the password via the account page, it either times out or tells me my account isn’t found. I believe this is the account I’ve used for quite a while.

2

I’m not seeing any issue here. I am wondering if this is involved…

  1. In the Finder, do a Spotlight search for Keychain Accessand open it. If you are prompted to choose opening the Password application instead, choose to continue opening Keychain Access. You will need to enter your administrative password to allow changes.
  2. In Keychain Access, select the Login section in the sidebar and Certificates in the scope bar.
  3. In your browser, download the certificate file from the Sectigo site: SectigoPublicServerAuthenticationRootR46_USERTrust.crt
  4. Quit Safari.
  5. In your Downloads folder, double-click the .crt file to install it in Keychain Access.
  6. Select the Sectigo Public Server Authentication Root R46certificate in Keychain Access and you should see a message it is valid in the details above.
  7. Double-click the certificate and expand the Trustsection. In the When using this certificate popup, choose Always Trust.
3

Thanks for the reply. I did all that:

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The licensing page still hangs when I try to log in. Fo what it is worth, I tried this morning at home on my iPad, and today at the office on my MacBook, with the same behavior at both locations (hanging like this and then going right back to the login page, or an account not found message).

It hangs like this for a minute or so, and then returns to the login page:

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4

On these devices, do you use any plugins that might interfere? Have you tried another, clean browser or connecting to our server via a VPN or simply your iPhone’s mobile network? Just to rule our overly zealous routers and firewalls.

5

I’m heading out, so will have to try more later, but just tried in a browser I rarely use (Firefox), and only has 1Password added to it, and I got the same result. This is probably on my end, but I’m at a loss to figure out what.

6

Just got home, so I quickly tried in another browser on a device I haven’t tried yet (Edge on an iPad Pro), over cellular this time. I went to the lost password page, put in my email address, and it spins and spins for about a minute, the page goes blank for a while, and then eventually it gives me “account not found.” I guess it is possible that my email in 1Password is wrong, and it is some other email account I used for some reason, but I don’t think that’s it since I have accessed my account page in the past. I’ll keep trying the other couple addresses I have.

EDIT: So, an interesting data point. When I try other email addresses, I immediately get the “account not found” message. It is when I use my actual account email that it spins and spins, and a minute later I get the “account not found” message.

7

That is really interesting. Please open a support ticket and let us know the email address for your account that you’re using. Maybe we can reproduce the issue here.