When I encrypt a URL, the screen turns blank and the process doesn't proceed.

Question

When I log in to LastPass Web, I am asked to encrypt the URL and cannot perform any other operations.

However, when I try to encrypt the URL, the screen turns blank and the process does not proceed.

I have tried deleting the extension, changing browsers, and trying on a different device, but the result is the same.

I no longer trust this service, so I would like to export it and switch to a different product, but I cannot even export it.

How can I solve this?

Yukio · Answer

I had the same problem.

I tried the above method, but it did not work.

Also tried it on my iPhone, but the same problem occurred and it didn't work.

In my case, I was able to proceed normally by logging in from the official site in an InPrivate window in Edge.

I hope that my approach will be of some help to you.

LastPass Support · Answer

Hello Alejandra,

unfortunately, this solution doesn't work for me. The problem remains even after deleting the cookies and reinstalling the extension.

Even on a new device with a new IP and new browser, without the extension, I am prompted to encrypt the URL. This process fails and I find myself in a loop. I urgently need a solution.

Best regards,
Sascha

LastPass Support · Answer

Hello @Ryuichi blacknd​,

My name is Alejandra and I am happy to assist with your inquiry, and appreciate you contacting LastPass Support!

I apologize for the huge inconvenience this is causing you. I have seen that most of the time this issue is related to a high volume of cache, cookies, or a sync issue on LastPass. I will recommend following these steps:

1. Clearthe LastPass cacheandrefresh sitesfrom the LastPass extension, log out

2. Proceed touninstall the LastPass extension, and clear cache and cookies (all time) on the browser (if you are using Chrome you can also only clear LastPass cookies here: https://support.google.com/chrome/answer/95647?hl=en-GB&co=GENIE.Platform%3DDesktop#zippy=%2Cdelete-cookies-from-a-site:~:text=Delete%20cookies%20from%20a%20site)

3. Close completely and reopen the browser,install the extension again, log back in, and verify if the issue persists

If you still wish to export your data, using the LastPass extension will get you a basic CSV file with all of your data.

I also noticed that you currently have a case with our support team. Someone will be reaching you back soon to continue the process.

Kind Regards,

Alejandra

LastPass Tech Support