Hello @cdlev2020,
Welcome to the LastPass Community!
I apologize for the huge inconvenience this is causing you. I have seen that this issue is mostly related to a high volume of cache, cookies, or a sync issue on LastPass. I recommend the following steps:
Note: Before taking any of these steps, please make sure you know your master password!
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. Remember to verify if the browser is up to date if it's Chrome check under Settings > About Chrome.
3. Close completely and reopen the browser,install the extension again, log back in, and verify if the issue persists
If the issue persists, let me know.
Thank you,
Alejandra
LastPass Support
Hi Catherine,
Thank you so much for your thoughtful message. I truly appreciate the time and care you’ve taken to explain your situation — and I want to assure you that you're not alone in feeling overwhelmed by technology at times. You're doing an excellent job navigating a complex issue, and I’m here to help guide you through it step by step.
🔐 Will uninstalling LastPass erase your vault?
Let’s start with your most important question: No, uninstalling LastPass will not erase your vault or any of your saved data. Your vault is securely stored online and tied to your LastPass account — not to your computer or browser. That means even if you uninstall the browser extension or the desktop app, your information will still be safe. As long as you remember your login credentials (your email and master password), you’ll be able to access your vault again after reinstalling.
🧹 Clearing local data — what it means and how to try it
You mentioned that you couldn’t find the option to “clear local data” inside the LastPass app. That’s understandable — the wording and location of this option can vary depending on which version of LastPass you’re using. In many cases, this option is available only through the browser extension, not the desktop app.
Since you’ve already cleared cookies and browser data in Firefox (which is a great step), the next thing I recommend is reinstalling the browser extension. This can help refresh the connection between your browser and LastPass, and may resolve the issue with vault scrolling or display glitches.
Here’s a direct link to reinstall the extension: 🔗 I https://lastpass.com/misc_download2.php
Once installed, log in again and try accessing your vault through the browser. You can also go directly to the web vault here: 🔗 https://vault.lastpass.com
This version of the vault is often more stable and easier to navigate than the desktop app, especially on Windows 11.
🖥️ About the Windows desktop app
You mentioned that the desktop app doesn’t allow you to scroll through your vault. That’s a known issue for some users, especially on newer versions of Windows. The desktop app is optional — many people find the browser extension and web vault more reliable. If the desktop app isn’t working well for you, it’s perfectly okay to uninstall it and use the web version instead.
💡 A few extra tips
Catherine, I want to thank you again for your patience and persistence. Technology can be tricky, but you’re doing everything right by asking questions and taking careful steps. If anything is still unclear or you’d like help walking through a specific step, I’m here for you.
Warmest regards,
Luis
Hello Catherine,
Thanks so much, Catherine — your detailed observations are incredibly helpful, and you're absolutely right to focus on the scroll bar behavior as a potential clue.
Based on what you've described, the issue may be related to Firefox's zoom level or cached display settings, which can sometimes interfere with how scrollbars appear and function. Here's a simple step-by-step you can try:
🛠️ Reset Zoom and Refresh Display in Firefox
This can often restore missing interface elements like scroll arrows or sliders. Since you mentioned that the menu scroll works but the vault scroll does not, this may help realign the vault display.
If the issue persists after trying this, I’d be happy to guide you through a few more advanced steps — but let’s start here and see if it makes a difference. You're doing a fantastic job navigating this, and we're here to support you every step of the way.
And thank you, Luis, for your thoughtful and helpful reply. Be assured, I have followed every instruction you've given me. The same problem of being unable to scroll down the vault (using the slider on the right side of vault) remains, even in Google Chrome where I have also installed the LastPass extension. But, perhaps the following is a "clue" to solving this glitch: When logged in at Firefox (latest update), the scroll slider for the vault does NOT have the tiny arrow at the top nor at the bottom (of the vertical scroll line). The collapsible menu to the left side of the vault DOES have the up/down arrows plus the scroll slider, and THIS scroll feature WORKS. In Chrome, the up/down arrows are present both for scrolling vault and for scrolling the menu. These sliders do work. I would prefer to use LastPass in Firefox not Chrome. Any insights you can give me would be very much appreciated. - Catherine
I am experiencing the same issue. I've re-installed the extension, cleared my cache, tried different browsers and zoomed in and out. None of this worked. I'm at my wits end.
