iPhone app won’t open after latest update

sucre8121
sucre8121
Community Member
in iOS

The app was recently updated to version 7.4.7 and now the app won’t open. It starts to show the Face ID and then suddenly quits. Not sure if what to try next?

Comments

  • ag_ana
    ag_ana
    1Password Alumni

    Hi @sucre8121! Welcome to the forum!

    What version of iOS are you currently using?

  • sucre8121
    sucre8121
    Community Member

    Hi! Thanks for the prompt reply. 13.4

  • ag_ana
    ag_ana
    1Password Alumni

    @sucre8121:

    Thank you for the confirmation. Before we try some advanced troubleshooting, can you please try rebooting your iOS device once? Do you see the same thing even after a reboot?

  • sucre8121
    sucre8121
    Community Member

    Hi. Yes. That’s the first thing I tried when the issue started. Just did it again this morning to make sure. The problem is with the Face ID. I tried to log in without having my face in line with the camera, first I got the warning to try finding the face again, I clicked cancel and then it gave me the option to manually enter my password. I was able to log in and access my info without issues. But every time I try to access using Face ID it suddenly quits

  • ag_ana
    ag_ana
    1Password Alumni

    @sucre8121:

    I would like to ask you to generate a diagnostics report from your iOS device and email it to us to support+forum@agilebits.com, so we can take a closer look at why this is happening to you.

    After you have sent the email, please feel free to post the ticket number you received so we can locate your message and connect it with this forum discussion.

    Looking forward to your message!

  • sucre8121
    sucre8121
    Community Member

    The link to “ tap here to create a diagnostics report” does not work, and when I go to the app and click on Settings, there is no Advanced option to choose from

  • Ben
    Ben

    @sucre8121

    Could you please post a screenshot of what you do see in 1Password > Settings?
    You may have to scroll down to see Advanced, as it is at the bottom of the list:

    ▷ How to take a screenshot

    Thanks!

    Ben

  • sucre8121
    sucre8121
    Community Member



  • sucre8121
    sucre8121
    Community Member

    please remember that I’m using the iPhone app. Here are the screenshots as requested :)
    Thanks again

  • Ben
    Ben

    @sucre8121

    I'm not sure what app that is, but it isn't ours (1Password). :)

    Ben

  • sucre8121
    sucre8121
    Community Member

    😩 thanks anyway for trying to help. 🙂

  • Ben
    Ben

    Sure thing. Best of luck. If fixing that app doesn't work maybe you want to consider using 1Password. ;)

    Ben

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