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LastPass Universal Proxy Troubleshooting

    To resolve issues with LastPass Universal Proxy troubleshooting, you can check your configuration, use logging and diagnostics to gather more information, and contact customer support if you are unable to fix the problem.

    Note: This feature requires an account with the LastPass Business + Advanced MFA add-on. How do I upgrade my LastPass Business account with an add-on?

    We provide resources and tools to help resolve a problem on your own, identify the source of a problem and gather diagnostic information. In case you need to contact customer support, we list what diagnostic information the support engineers require to help you address a problem.


    Before contacting customer support use the following checklists when discovering an issue with Universal Proxy:

    • Check and confirm that the username and password are set properly between the firewall (or any other application) and Universal Proxy. For example, the correct username and password is used, there are no typos, and so on.
    • Check that Universal Proxy is set up with a listening port that is not used by any other service on the computer hosting Universal Proxy to avoid port clashing.
    • Check the default Java version on your computer that runs Universal Proxy by executing the java -version command. Java installers allow multiple versions to be installed and run on the same computer but a 32-bit Java does not work with Universal Proxy. Universal Proxy must run with either 64-bit Java 8 or 64-bit Java 17.
    • Check whether all the timeout values of the firewall (or any other application) are set correctly.

      How to check the timeout and cookie settings in Palo Alto Network VPN?

      Note: As the LastPass Authenticator app timeout is 60 seconds (that is, users should respond to a push notification within 60 seconds), make sure that in your VPN configuration the timeout values are set higher than 60 seconds.


    We provide a diagnostic tool and automatic tests for the following:

    • Checking whether Universal Proxy can access the LastPass service
    • Checking the RADIUS server configuration with Universal Proxy
    • Checking the LDAP server configuration with Universal Proxy


    Enable DEBUG logging mode if you are experiencing issues. This writes additional information to the log file, which may help you figure out the root cause.

    If you contact customer support, the support engineer will request this output as part of the troubleshooting process.

    For more information, select one of the following options:
    Tip: After the issues have been resolved, set the logging level back to INFO, to save disk capacity.

    How to contact us?

    Check How do I contact customer support for LastPass? for the details.

    If you are experiencing technical issues with LastPass, you can create a new case for LastPass Support. For more information, see How do I report a bug to LastPass?.

    For more information on how to use My Cases, see How do I use the My Cases portal?.

    When contacting customer support prepare the following information

    1. Define the issue, gather background information, and clarify the business impact.
    2. Provide information on your application:
      • the manufacturer and version information of your application
      • ping test between the firewall (or any other application) and Universal Proxy
    3. Reproduce the issue.
    4. Select one of the following options based on your LastPass Universal Proxy version:
    Note: Do not send us:
    • usernames and passwords between the firewall (or any other application) and Universal Proxy
    • any other sensitive data which is specific to your setup