Continuing Issue: Quick Access Disappears

BenBob
BenBob
Community Member
edited September 2023 in Mac

Have read similar issues in the forum but can't find this issue specifically: When 1P is locked - the first time I try to open quick access, it disappears after entering password or using finger recognition on MAC. It will then act normally until 1P locks again - then same issue but again only on first try - after that it opens no problem. Or if I just open 1P (not quick access), anytime after that it works fine until it locks again. Have had this issue for several months and did not previously have this issue.

1Password Version: 8.10.13
Extension Version: 2.14.1
OS Version: macOS 13.5.1
Browser: Safari

Comments

  • Dave_1P
    Dave_1P
    edited September 2023

    Hello @BenBob! 👋

    I'm sorry to hear that you're running into issues when unlocking 1Password. So that I can better understand the situation can you tell me the following:

    1. How are you invoking Quick Access? By clicking on the menu bar icon? Or using the Shift-Command-Space bar keyboard shortcut?
    2. Are you able to consistently reproduce the issue when unlocking 1Password using both your account password or Touch ID? Or is the issue more prelevant when unlocking using your account password?

    I look forward to hearing from you.

    -Dave

  • BenBob
    BenBob
    Community Member

    Dave - just investigated some more to provide answers:

    1) In all cases I am using the the menu bar icon. I have never used the shift-command-space bar shortcut.

    2) So I just tried to open quick access using touch ID - did so 5 times, re-locking after each try - and on each case, quick access failed to open. Next I did same using account password with same result. After that, I opened 1P fully (first option on drop down menu, not quick access) and after that anytime I tried to access it via quick access, it worked fine.

    3) To go further, once quick access was opening properly (after first opening fully), I locked it again, and after that quick access would open on first attempt.

    Hope that makes sense!

    Thank you!

  • Dave_1P
    Dave_1P

    @BenBob

    Thank you for the detailed reply. I'm not yet able to reproduce the issue on my own Mac. So that I can dig deeper, and see if this is a known issue, I'd like to ask you to reproduce the issue one more time and then 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:

    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!

    -Dave

  • BenBob
    BenBob
    Community Member

    Thanks Dave, hope I did it right! Here's the support ID: [#XLY-61951-278]

  • ag_tommy
    ag_tommy

    @BenBob

    It's here thank you. :)

    ref: XLY-61951-278

  • BenBob
    BenBob
    Community Member

    For Andrew at support: Regarding this issue you emailed me on 2 September, asking me to check some settings - I replied but still have received no response - I'm sure you guys are busy but I figured I should post my reply here since I have not heard anything further. Andrew's request and my answer are copied below:

    Hi Ben,

    Thanks for your reply and getting that screen recording over to us, it's always helpful to see what you're seeing! I'd like to ask you to try adjusting some settings, you can access these by clicking "Settings" from that same 1Password menu bar icon:

    Navigate to Advanced > Use hardware acceleration, toggle this setting
    Under Appearance > Theme, try switching to either light or dark
    Let me know if you see any improvements after testing these and we'll go from there. 🙂

    My Reply: No changes Andrew

    Tried all combinations: Hardware acceleration toggled on (which was what it already was set to), appearance light and also dark and no help. Hardware acceleration toggled off, appearance light and also dark and no help.

    Thanks

    Ben

  • Dave_1P
    Dave_1P

    @BenBob

    To prevent the conversation from occurring in two different places at once, please continue the discussion in the email thread. My colleague will send you a reply as soon as possible.

    Since a communications channel is now open via email I'm closing this thread.

    -Dave

    ref: XLY-61951-278

This discussion has been closed.