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Cannot get past the Lucid login page

  • January 6, 2025
  • 9 replies
  • 167 views
A
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I have a Mac and am using Google Chrome but from the Lucid logon page, I cannot get past the page whether using Microsoft logon or a username. I do not get as far as a password page or the Microsoft logon prompt.

This is affecting a few users and I have the following information so far

  • Clearing all browser history did not work
  • Trying a different browser (Safari) which I’ve never used before for Lucid did work
  • Using Google Chrome in Incognito mode did work
  • No settings have changed in Google Chrome (I work in IT so any system settings would have been done by me)
  • I am not connected to any VPN or have any other network settings that should prevent me logging on

Any help would be appreciated

 

Thanks

 

Best answer by Leianne C

Hi ​@andybain ​@Shantel Gillette, just chiming in here with some additional troubleshooting steps: 

It looks like you have a password manager extension configured for your browser. Could you please try disabling the extension and try logging in again? If that resolves the issue, this is likely related to how autofill is configured when accessing Lucid. 

Please let us know if you see improvements after trying this step! 

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Shantel Gillette
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Good afternoon ​@andybain,

Are you still having this issue? I’m also curious if you are able to login using any other browser?

Shantel Gillette
A
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Yes, still having the issue. Any other browser is fine as is Chrome when using Incognito mode.

Thanks

Shantel Gillette
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Good afternoon ​@andybain,

I asked internally for ideas on what might be happening. One question that came up is: when you say it doesn't make it to the password or Microsoft page is it just stuck on the login page or does the page get stuck in a loading state?

Shantel Gillette
A
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On the logon page, if I click ‘next’ or ‘microsoft’ it’s as though there’s no action being detected by my click - it doesn’t go any futher than that page unless, like mentioned, I try incognito mode or another browser

 

Shantel Gillette
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​@andybain,

Can you share a screenshot of the error log in the console when you attempt to click on the next or microsoft button? That will help me in narrowing down what is happening, and then finding a solution.

Shantel Gillette
Leianne C
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  • Leianne C
  • Lucid support team
  • January 9, 2025

Hi ​@andybain ​@Shantel Gillette, just chiming in here with some additional troubleshooting steps: 

It looks like you have a password manager extension configured for your browser. Could you please try disabling the extension and try logging in again? If that resolves the issue, this is likely related to how autofill is configured when accessing Lucid. 

Please let us know if you see improvements after trying this step! 

A
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Disabling the password manager fixed it. Not sure how that would affect clicking the ‘microsoft’ button though, but something must have changed somewhere as that extension has been in place for a year and the issue I am seeing only started to occur recently

 

Thanks

Leianne C
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  • Leianne C
  • Lucid support team
  • January 10, 2025

Hi ​@andybain, thank you for the update! I’m glad to hear that helped resolve the issue.

Within your extension, you should be able to disable Autofill for Lucid. It also looks like Lucid works with the NordPass extension if you change the settings to "This can read and change site data > When you click the extension" as shown in the screenshot below.


I hope this helps. Feel free to let us know if you have any additional questions!

Shantel Gillette
L
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  • Shantel Gillette
    Shantel Gillette
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    LucidLegend
L
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Leianne C :

Hi ​@andybain, thank you for the update! I’m glad to hear that helped resolve the issue.

Within your extension, you should be able to disable Autofill for Lucid. It also looks like Lucid works with the NordPass extension if you change the settings to "This can read and change site data > When you click the extension" as shown in the screenshot below.


I hope this helps. Feel free to let us know if you have any additional questions!

Thanks this worked, Might be a NordPass Specific issue

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