Hello Unlock Hangs - Takes Forever

monofurioso
monofurioso
Community Member
edited November 2023 in Windows

I've been using 1Password on my PC and many PC's without issue for years. Lately on my desktop, when attempting to unlock with Hello it hangs. The hourglass just spins and I'm never prompted for my fingerprint or PIN unlock via Windows Hello. The extension also seems to take longer to unlock and sometimes is not unlocking when I have the desktop app unlocked, and has required me to also enter my password in the extension. Previously, if I had unlocked the app, the browser extension would also be unlocked.

1Password Version: 8.10.20
Extension Version: 2.17.1
OS Version: Win 11 Pro 23H2
Browser: Chrome Version 119.0.6045.160

Comments

  • monofurioso
    monofurioso
    Community Member

    BTW, I just sent an email with a diagnostic report attached to the support+forum email.

  • Nusaram
    Nusaram
    Community Member

    The hanging has always been an issue for me, but it's intermittent.

    In my case, after Windows Hello recognizes me by camera and I click the OK button, that's when it will hang.

    What seems to work best for me is if I lock Windows, unlock, and then the OK click finally goes through, or I hit Cancel and then it loops back to ask me confirmation, or I have to click on "More Choices" and use that to enter my PIN.

    1Password will correctly point out that this is all Windows, as they're just making a call to the API or whatever, but what's really annoying for me is that the issue has never improved over time, as Windows patches and upgrades are installed.

  • AliH1P
    AliH1P

    Hey @monofurioso, thanks for reaching out - I see one of my colleagues has replied to you via email so we'll be happy to continue the conversation over there.

    @Nusaram, while the Windows Hello process is handled by the OS, we'll be happy to take a look to see if there's anything occurring on our end that could be causing the hanging.

    You can send us a Diagnostics Report in an email message addressed to support+windows@1password.com. With your email please include a link to this thread and your forum username.

    Ali

  • Nusaram
    Nusaram
    Community Member
    edited November 2023

    Hi @AliH1P,

    Thanks, but in my case, the issues are clearly occurring within the Windows Credential Manager UI Host app, so I don't see how 1Password could be at fault.

  • ag_mike_d
    ag_mike_d

    Thanks for the reply, @Nusaram!

    Since you mentioned the case is intermittent, I'm also unsure that delays with Windows Hello are steaming 1Password, but we'd be happy to confirm by taking a look at the logs. 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/700365/#Comment_700365
    • Your forum username: Nusaram

    When receive a reply from our BitBot assistant with a Support ID number, please post that number here. Thanks!

This discussion has been closed.