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Mac app stuck on loading animation

Jonathan Baumgartner

I am unable to sign in from my Mac. When I launch the app (version 4.74.0 (1172)) it prompts me for email and password. I enter that, and it rejects the password the first time even though I know I entered it correctly. I enter it a second time, and it shows me the animation with. the dial spinning on the safe. This goes on indefinitely, and it never does anything else. I get the same thing in the Safari extension.

I quit LP, deleted it, rebooted, reinstalled the app and tried again with the exact same result. It works on another Mac, which is really weird.

This Mac is running Catalina (10.15.7 (19H1217))

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Accepted answers

Jonathan Baumgartner

I was able to fix this myself by searching in Finder for anything with LastPass in the filename. This led to things in Library/Preferences, Library/Containers, etc. I threw them all in the trash, reinstalled LP, and now it works. No clue which file was the problem.

All comments

tariq

In case it's useful - I can log in fine on Firefox / Chrome which I believe are standalone extensions.

Jonathan Baumgartner

Sadly this had no effect. It still works on another Mac, and on my phone, so I don't think it's account related.

rachael.orovets

Hi @bantamug,

Could you also try the steps listed above and let me know what happens when trying to sign in to/access the LastPass mac app afterwards?

tariq

Thanks - I'm afraid I get the same result when I log in - a spinning handle on a safe.

tariq

Thanks - tried the same thing. Uninstalled by dragging application file to trash, restarted and reinstalled fresh and same result - I get a login prompt, enter credentials and I just see a safe with a spinning handle and high cpu usage.

rachael.orovets

Hi @guitarerjon,

We've done a refresh on your account, could you try uninstalling and reinstalling the LastPass mac app once more to see if that works?

Make sure to uninstallthe LastPass mac app by quitting and dragging the app from your Applications folder to the Trash and emptying the Trash, restarting your computer, then reinstallingfromhere:https://lastpass.com/download/

Jonathan Baumgartner

I’m seeing that too. Seems to be specific to Mac and Safari.

tariq

Hi, I'm having exactly the same problem with Lastpass 4.74.0 (1172) on Big Sur 11.3.1 running on a 2019 Macbook Pro 13" - any advice appreciated.

rachael.orovets

Thanks, we've done a refresh on your account. Could you try quitting the LastPass mac app and Safari then trying to log in to the LastPass mac app once more?

rachael.orovets

Hello everyone,

Thanks for giving these steps a try. If you're experiencing these issues in the Mac App/Safari only, please report this bug so that our technical team can investigate and hopefully resolve this as soon as possible:https://support.logmeininc.com/lastpass/help/how-do-i-report-a-bug-to-lastpass

Jonathan Baumgartner

Support has dropped off a cliff. Last I heard from them was 5 days ago, when they said to try logging out and in again. Still not working.

Jonathan Baumgartner

I was able to fix this myself by searching in Finder for anything with LastPass in the filename. This led to things in Library/Preferences, Library/Containers, etc. I threw them all in the trash, reinstalled LP, and now it works. No clue which file was the problem.

glenn.dobson

@guitarerjonThank you for reporting back. Given your solution I would suspect the App cache became corrupted and would not load. If the App does eventually load you can clear it's cache and then manually resync your vault, but in this case it looks like a complete uninstall and reinstall was required.

Scott Davis

I have the same issue for months on multiple computers. I just tried it on a computer with brand new OS install. Running Sierra 10.12.6 and latest LastPass Mac app. Run the app, type in credentials - hangs with loading animation. Same on new OS as with all my other Macs. Do I need that account reset you mentioned? What does that mean?