Windows Hello not working for 1Password application

AntonMakarenko
AntonMakarenko
Community Member
in Windows

I have recently upgraded my PC (including CPU and motherboard). After the upgrade Windows face recognition stopped working for the app. Every time I log in it says "enter password before you can use Windows Hello", but no face recognition prompt after entering my password. I probably should also mention that I use TPM for 1Password. I've tried reinstalling the app, but no help so far.

1Password Version: 8.10.28
Extension Version: 2.22.1
OS Version: Windows 11 Pro 23H2
Browser: Chrome

Comments

  • Dave_1P
    Dave_1P

    Hello @AntonMakarenko! 👋

    I'm sorry that sometimes the Windows Hello isn't working to unlock 1Password. As a first step, I suggest that you remove and then re-add all of your Windows Hello options, such as facial recognition, fingerprint and PIN. If the option to remove the PIN is greyed out, you may need to disable the option to “only allow Windows Hello sign-in for Microsoft accounts” on this device first.

    You can find your current Windows sign-in options using these steps:

    1. In the Windows search bar, type “Account”, then select Manage Your Account
    2. Select Sign-In Options.
    3. Here you should find a list of your current sign-in options. Remove any Windows Hello-associated options, such as fingerprint, face, and PIN.
    4. Re-add any options you’d like to use as part of your Windows Hello setup.

    Once that is done, you can follow this guide on using Windows Hello to unlock 1Password on your Windows PC.

    Let me know if that doesn't resolve the issue and I can help further.

    -Dave

  • AntonMakarenko
    AntonMakarenko
    Community Member

    Hi @Dave_1P

    Looks like it helped. I tried to re-add my face, but that had no help. Looks like full Windows Hello reconfiguration (including PIN) was required. Thank you!

  • Dave_1P
    Dave_1P

    I'm happy that the steps resolved the issue. Let me know if you do run into any other problems. 🙂

    -Dave

  • AntonMakarenko
    AntonMakarenko
    Community Member

    Hi, @Dave_1P

    Unfortunately, the problem came back. It looks like resetting PIN and face recognition was only a temporary solution.

  • 1P_Gem
    1P_Gem

    Hi @AntonMakarenko! I'm sorry to hear that the problem came back. Could you email in to support+forum@1password.com with a diagnostics report from 1Password, so we can look into this further?

    With your email please include:

    Once you get a response with a Support ID, please post that number here so we can connect the dots. Thanks!

  • AntonMakarenko
    AntonMakarenko
    Community Member

    @1P_Gem here is support id number MXI-67316-639

  • 1P_Gem
    1P_Gem

    Hi @AntonMakarenko, thanks for letting us know! We've received your email, and a member of the team will be in touch with you there shortly 😄

This discussion has been closed.