Admin Console is not working properly

[jcarden768]

Good morning, I am trying to assign newly purchased licenses to some employees through the Admin console but every time I go to the page I am automatically redirected to the purchase LastPass page. On this page it even shows where I have already purchased 3 licenses and I do not need anymore. I have deleted cookies in my Chrome browser but that didn't help. I am still being auto directed to the purchase page each time I try to use the Admin console. Any ideas? Thank you.

[jpenny84]

There should be a support number that you can call. Its location can be found in this support article.


https://blog.lastpass.com/2019/09/need- ... bout.html/

[AlanFr]

Hello I have the same issue, I am automatically redirected to the purchase page although I bought 10 licences a few weeks ago. I created a case which has automatically closed although I did not get any answer. I contacted support to have a call without success. Maybe this is due to the fact that I am located in Europe.

[RachelO]

Hi @AlanFr, 

You should be able to access the support phone number through your LastPass Admin Console > Support (the number should be on the right side column) or if you can't access the admin console you can request a callback by scrolling down and clicking "Contact Support" on this page and entering your business account info and you should then be given the option to receive a callback usually within less than 5 minutes: https://support.logmeininc.com/lastpass/help/how-do-i-contact-customer-support-for-lastpass-lp010121 

[AlanFr]

Hi Rachel,

Since several weeks I try to contact US or French support.

I finally get an answer from US after several weeks via call back request yesterday! They didn't find the cause but at least they tried to help. 

No news from Europe yet.

[PaulKelly1]

I am having the same problem. Are Enterprise users entitled to contact support)

I live in the UK and cannot find  any way to contact LastPass support. Sales have not replied to my email.

Its not a great advert.

Do we know if there support teams even look at this site.

[AlanFr]

Hello,

It took we a while before I get an answer (several weeks). In the meantime I opened several tickets, both in my native language (French) and in English.

I was finally called back by a very nice guy at 3 AM (his time !!!).

I am afraid there are rooms for improvement in the support. 

[jp_gs]

Yeah this is totally broken for me as well... exactly the same situation.  The number of redirects that are occurring is pretty amazing as well...

I need to audit who has access to our companies lastpass account and can't get in so I'm after a solution soon.

[jp_gs]

I got a phone call back from tech support, unfortunately I didn't have much time when he called.  It was the usual clear cookies, uninstall plugin, restart browser and install the plugin again. 

Anyway I did a little digging myself and looked into the redirects that happen when I attempt to navigate to admin.lastpass.com and there is a HTML POST to 'https://www.lastpass.com/lpsaml.acs' which is redirecting to 'https://www.lastpass.com/buy/business'.  In my opinion this is programming issue that logmein need to solve ASAP

Behaviour is consistent in the following browsers:

- Google chrome (lastpass plugin)

- Firefox (plugin not installed, no cookies or existing sessions)

- Safari (plugin not installed, no cookies or existing sessions)

[GlennD]

Hi @jp_gs, welcome to the community.

The redirect is normal for Business accounts when their plan has lapsed. We suspect that in your case there may have been an authentication issue that resulted in your account being seen as lapsed and that is why you saw this behavior.

Could you please gather the following log file and upload them to your existing support ticket 16515290 using My Cases?

Open Chrome:

1. Go to the extensions page (chrome://extensions)
2. Enable Developer Mode (top right)
3. Under LastPass, click "background.html"

Obtaining the Console log

1. Log out of your LastPass account
2. In Developer Tools, navigate to the Console tab
3. Clear the previous logs by clicking the "Do Not" symbol
4. Enable "Preserve log"
5. Once the previous log has been cleared out, log back into your LastPass account.
6. Errors will show up in red
7. Right click on any of the errors.
8. In Chrome click "save as".

Obtaining the Network log

1. Log out of LastPass
2. In Developer Tools, navigate to the Network Tab
3. Clear the previous logs by clicking the "Do Not" symbol
4. Enable "Preserve log"
5. Enable "Disable cache"
6. Once the previous log has been cleared out, log back into your LastPass account.
7. Errors will show up in red
8. Right click on any of the rows that populated
9. In Chrome click "Save all as HAR with content"