Hello @Gary Redmond,
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 the issue persists, I will appreciate if you can try on a different browser and incognito window to verify if maybe is not a browser issue.
If the issue persists let me know.
Thank you,
Alejandra
LastPass Technical Support
Thank you for the information provided.
If you already have a support case with one of the technical support team member, they will be requesting you for extra steps is possible they will request you with logs and recordings to escalate the issue to get a solution.
Kind Regards,
LastPass Tech Support
We are having the same issue at our organization. It seems as though we started experiencing this when some users upgraded from a Windows 10 computer to a Windows 11 computer, but I can't be sure.
Done all that too - no difference.
Done all these weeks ago, as per our support case - no difference.
Issue also occurs in Firefox.
My organization is having this issue. I have a ticket open and it's going nowhere. I have provided logs and haven't heard back.
I have been using LastPass Chrome extension on Windows 11 for over a year with no problems. I have two accounts on my desktop. On the main account I was not having this problem until a few days ago. The secondary account has been having this problem for several weeks. Yesterday I cleared cache, uninstalled and reinstalled LastPass on the Chrome browser on both Windows accounts. I do not allow 3rd party cookies. I mention this as these steps were suggested in a different post. However, LastPass on both browsers are still requiring two entries of the master password to log in. It's a real pain!
@Gwen Kuiper I have seen this issue on Windows 10 as well as Windows 11.
Hello @Steven Hebert,
Thank you for your information. I apologize for the inconvenience you are having.
I already reported the problem with your case and request a follow up as soon as possible. You will get a follow up today about your issue.
@Alejandra Amado THANK YOU! This is much appreciated.
Hello @Gwen Kuiper,
Thank you so much for your reply.
I will recommend you to reach directly to make some troubleshooting steps with you and if the issue persists gather logs and recordings to continue the investigation about your issue. You can go to this linkhttps://support.lastpass.com/s/contact-us?language=en_USlog in you will see the option to create a call me request and one of our agents will contact you as soon as possible.
We are experiencing this in our environment as well. It started in the past few weeks.
Same situation here. We've done all the troubleshooting steps multiple times, provided screen captures and logs, but still experiencing the issue across the org.
It's taking literally days to get a response to each support case update we provide. Our support case has been escalated to Level 2, but that has made no difference to the level of support or response. I've asked for our support case to be assigned to someone in our time zone, which they did, but that too has made no difference to the response times.
I've escalated to our account manager - they are not interested in helping.
Our security team are already not overly impressed with LastPast, the problems we are now experiencing across the org and the lack of interest from LastPast is further justification for planning a move to another solution.
I had a reply here a minute ago that we uninstalled and reinstalled the Chrome extension yesterday, and that had seemed to solve the problem, after testing multiple reboots -
but I spoke too soon. LastPass has logged me out twice already this morning. The lack of response and resolution from support is very frustrating, not just on this issue, but other previous issues.
Since our support ticket was escalated to 'Level 2' AND assigned to an engineer within our time zone, the support experience has got worse.
The engineer (Donat Kiss) currently holding the ticket setup a Teams call last Thursday with my colleague; we assumed the call was to further investigate, but it turned out to be so that the engineercould ask for recordings and logs - the very same recording and logs we've uploaded to the ticket numerous times, but apparently he missedthem!
Same problem here. So many reports of this problem on this forum as well as on Reddit and still LastPass support tells me there is no issue on their end. Clear cookies and cache, clear local data, send logs, rinse and repeat.
Ich habe das gleiche Problem, beim Anmelden 2 x Passwort eingeben (Edge-Browser)
I was hoping the maintenance LastPass did over the weekend would have resolved this, but it didn't. I had to sign in twice on both of my computers this morning.
Come on Last pass this is down to you too many people suffering same issue really frustrating
Support closed our ticket because we didn't get back to them quick enough whilst we tested; ironic, considering the amount of our time they've wasted through incompetence and unprofessionalism.
Our account manager re-opened the ticket, but that is about all they did, no real effort to improve the engagement from support.
Customer support has been close to non-existent for this issue. Along with other reasons, poor support is why I am recommending to my organization we spend our money elsewhere on a different password manager.
I have to enter the password twice almost every time I log in.
Also, without any response from Customer Support (I have opened 3 tickets with the same issue)
I reported the same problem a month ago. Yesterday and today I do not have the problem on one of two local accounts on Windows 11, but still have it on the other account. Both are using Chrome browser extensions. I have done nothing to effect a change on either account. I suspect some kind of interaction with either Chrome or Windows 11. I'm using a desktop, not a laptop, tablet or phone.
When I initially reported the problem I had observed that, like now, it first appeared on the second account for several weeks before appearing on the first account. Both are using the same browser on the same Windows 11 system. I hope this info will help LastPass engineers troubleshoot the problem.
With all of this ongoing aggravation and lack of response, I have to laugh when I get the "scheduled maintenance" emails, where the first sentence says:
"As part of our commitment to provide exceptional service and reliability to our customers...."
At first I though the clearing cache and local storage would fix it temporarily, but it would come back the next day. Then found that it really only happens on the first sign in of the day. Most folks only sign in to LastPass once a day so this was not noticed right away. But once I am signed in, if I sign out, I can sign back in on the first try. But the next morning, I am back to having to sign in twice.
A while back I mentioned that on both local accounts on windows 11 I was having to log in twice. Then one account began working properly. Now, for about a week both are working properly. I'm using Chrome on a desktop and have not done anything at all to try to fix the problem. I doubt LastPass has done anything either. Chrome may have been updated more than once during that period, so maybe it's something to do with how it handles extensions.
Right. I'm hoping in the morning I'll get right in but my confidence is very low, haha.
On a side note, I already exported all of my LastPass data from my personal account to 1password and I highly recommend it.
I have a couple things we can try. My colleague has observed that new user profiles don't seem to have the repeated login issue. Users are able to login on their first try.
This led me to investigate if our user profiles have something related to LastPass stored in the AppData folders. There was nothing.
For fun, I thought I would try deleting everything out of my Local Temp folder (\\computer\c$\Users\username\AppData\Local\Temp). So, I closed Microsoft Edge, cleared out that folder and restarted my computer. I was able to log into LastPass on the first try. Hm.
A user called and was having the login issue and not getting locked out, so I figured this was a good first test. I closed Microsoft Edge on her computer, also had to close it in the system tray due to a browser extension keeping the browser running in the background. I cleared out her Local Temp folder, opened Edge, and she signed in successfully on the first try.
There may be something good here, maybe not. Anybody willing to test? I'll share my findings in the morning when I try to log in for the first time of the day...
Clearing local temp data did not work. I also uninstalled LastPass from Edge entirely, reboot, installed it again, and failed to logon the first time and in successfully the second.
I then deleted my Windows user profile as a last resort. I was able to log in the first time. I will know more when I go to sign in next week. I will plan to post another update here on Tuesday.
Same for me.
Windows 11, Firefox.
Lastpass doesn't accept first input of master password, but always accepts second input. I reloaded the extension and it worked for a few days, but now back to typing it in twice.
It's quite annoying as been happening for many weeks.
