computer locks--then windows hello wont sign in

pathfinder76

everytime my computer locks, and i sign back in to windows, i need to RETYPE my 1password password. windows hello will not sign me in.

if i am in windows, and sign out of 1password, i can sign back in with windows hello. works as long as i am not locked out of windows, then resign in to windows

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pathfinder76

i have now set 1password to NEVER need password, and it still does that

1P_Gem

Hi @pathfinder76! I'm sorry to hear that you're having to enter your account password instead of unlocking with Hello after your computer locks.

Could you walk me through what exactly happens when this issue occurs? For example are you being prompted for Hello via a prompt or the smiley face icon to the right of the password field, but this fails to unlock 1Password? Or are you not being given the option to unlock with Hello at all? Are you seeing any particular errors?

I would also be curious to know whether 1Password is still open in the background when you unlock Windows, or whether it appears as if the app may have been fully closed and restarted? Alternately, is there any chance that your computer may be restarting itself while locked, for example due to any crashes?

I look forward to hearing from you!

SamSamSam

I also have a problem with Windows Hello. 1password tries to unlock itself in the background every now and again, saying "making sure it's you" maybe every 15 minutes and after some unlocks, oddly not every time. It fails, probably because it's in the background, but leaves a Windows Hello window open behind all the other apps and the camera stays on.

When I close the failed Hello window, 1password prompts for the password again.

I have "show windows hello prompt automatically" set to Off and "Require password" set to 30 days, but 1password still does these extra checks that always fail. Is there a way to turn them off?

Surface Pro 9, Windows 11 22H2, 1Password installed just now. Windows Hello with the front camera.

ag_mike_d

Hello @SamSamSam,

Thanks for reporting these troubles.

1password tries to unlock itself in the background every now and again, saying "making sure it's you" maybe every 15 minutes and after some unlocks, oddly not every time

I understand that the Windows Hello prompt appear approximately every 15 minutes. When you mentioned after some unlocks, are you referring to unlocks of 1Password or when your device has locked.

Could you let us know more about your Settings > Security > Auto-lock preferences? I'm wondering if this is related:

Looking forward to your reply.

SamSamSam

Sorry, I meant 1Password asked for Windows Hello authentication sometimes after unlocking the Surface Pro, but not every time. Yes, my autolock was set at 10 minutes when I used Windows Hello. Preferably 1Password would only ask to unlock when I'm using it, would reliably use Windows Hello between reboots and ask for the password after a reboot.

I've now turned off the Windows Hello unlock in 1Password, it does not seem to work right, so it's more of a hindrance than a help. It's a shame because biometric unlock worked beautifully in 1Password 7 on the iPad. I also miss the option to set autolock to "immediately", but that would not work without Windows Hello support.

ag_mike_d

Thanks for the quick response, @SamSamSam.

Preferably 1Password would only ask to unlock when I'm using it, would reliably use Windows Hello between reboots and ask for the password after a reboot.

This should be the case and for most modern devices (with a TPM 2.0), you can use Windows Hello to unlock 1Password and persist through reboots: Use Windows Hello to unlock 1Password on your Windows PC - Manage your setting

The fact that Windows Hello is opening behind other apps, will need to be investigated further. Can you confirm that you do not have other apps requesting Windows Hello authentication and 1Password is also locked at this time?

We have a known issue we're continuing to look in to as reports come in. Would you mind re-enabling Windows Hello and reproducing? Then, I'd like to ask you to create a diagnostics report from your Windows device:

Sending Diagnostics Reports (Windows)

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/comment/691028/#Comment_691028
• Your forum username: SamSamSam

When you receive an automated reply from our BitBot assistant with the Support ID number. Please post that number here.

Looking forward to hearing back from you.

SamSamSam

[#RYP-35428-844]

This is after re-enabling Windows Hello, after which it promptly stopped working and asked for the password again. I will now turn on automatic Windows Hello, which I suspect will produce the background activation.

Edit: I re-enabled automatic Windows Hello and it seems 1Password is triggering Windows Hello every time it auto-locks. It does push itself to the foreground when it does that, but if you're doing something, you will probably just miss it because it goes so fast. Then it fails.

ag_mike_d

Thanks for the update, @SamSamSam.

Please continue to monitor the situation with this Windows Hello setting re-enabled. I see that another member of the team had replied via the support ID number you provided. If you continue to run in to troubles, send updates in reply to that email to avoid duplication of efforts.

If you have any other troubles, just let us know!

ref: RYP-35428-844