1PW 8 Auto-locks even though set to Never

siplhium

1Password 8 is locking on its own; I have the settings set to Never, and the Lock on sleep option is not checked. It's locked when I wake it up in the morning; it's locked if I take a break for an hour or more and come back. I can't give you an exact time of idleness before it locks up. All I know is that when I go to use it, I've got to unlock it again. Why is it doing this? Is there anywhere else in the app where this can be managed, or is this a bug? Needless to say, it's pretty annoying.

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1Password Version: 8.9.8
Extension Version: 2.4.2
OS Version: macOS 12.6.1
Browser:_ Chrome

siplhium

I don't suppose it would surprise anyone that a user finds it disconcerting to see their question ignored while a a dozen or more later posts receive responses from 1Password team members. What, did I forget the secret password?

Dave_1P

Hello @siplhium! 👋

I'm sorry that you're running into issues with auto-lock. We try to respond to everyone on the forums as fast as we can but you can also reach our support team directly by sending an email to support@1password.com if you need support as quickly as possible. 🙂

When you're prompted to unlock 1Password are you using 1Password in the browser or the 1Password 8 for Mac app itself? And do you need to unlock using your account password or can you unlock using Touch ID or Apple Watch unlock?

-Dave

siplhium

Dave, I'm using it in the browser, but it's locked in both the browser and the app itself. To unlock it, I've had to use my account password. Oddly/coincidentally it hasn't happened at all today. I'm on a MacBookPro2021/M1 running MacOS 12.6.1. Is it the case that neither the browser extension nor the app itself should lock if the settings are like this?

Dave_1P

@siplhium

Thank you for posting the screenshot. Based on that, I would expect both the 1Password app and 1Password in the browser to stay unlocked in normal use. You'll still be prompted for your account password every two weeks.

Our team would like to dig deeper. The next time that 1Password locks expectedly please collect the following information:

1. Is both 1Password in the browser and the 1Password app itself locked?
2. What is the exact time when you noticed that the app has locked?

I'd also like to ask you to create a diagnostics report from your Mac:

Sending Diagnostics Reports (Mac)

Attach the diagnostics to an email message addressed to support+forum@1password.com.

With your email please include:

• A link to this thread: https://1password.community/discussion/135299/1pw-8-auto-locks-even-though-set-to-never
• Your forum username: siplhium
• The answers to the two questions I asked above.
• Please do not post your diagnostic report to the forum. This is for your privacy and security.

The report will be in zip format. Please send the entire file.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here. Thanks very much!

siplhium

Will do. Thanks @Dave_1P !

Dave_1P

@siplhium

Thank you! The team will keep an eye out for your email. 🙂

-Dave

siplhium

@Dave_1P I sent you an email yesterday with the diagnostics. It's locking again, but only in the browser.

Dave_1P

@siplhium

Thank you for the reply. When you sent in the diagnostics report did you receive a reply with a Support ID? The Support ID looks something like [#ABC-12345-678]. Post that here, and I'll be able to locate your message. 🙂

-Dave

siplhium

Darn, I need to resend it. I sent it to supportforum instead of support+forum. I'll post the id here.

siplhium

Here's the id: [#GVY-19662-954]

GreyM1P

@siplhium – I can see you're in conversation with us by email now, so I'll close this thread to prevent duplicate answers. :)