Windows Hello authentication NEVER works, always requires me the password

LEveLiQ
LEveLiQ
Community Member
edited May 9 in Windows

I want to use Windows Hello facial recognition when I try to unlock 1Password with it, it says that "You need to enter your account password before you can use Windows Hello." I've set to require password every 30 days, but it asks the password every time. when I type it into the desktop app it works, just until I close the app. on the browser extension it NEVER EVER NOT A SINGLE TIME works when the main app is closed. it is SUPER annoying to type the obnoxiously long password instead of just looking at the camera. EVERY TIME.

1Password Version: 8.10.30
Extension Version: 2.23.3
OS Version: Windows 11
Browser: Edge

Comments

  • Dave_1P
    Dave_1P

    Hello @LEveLiQ! 👋

    I'm sorry that 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

  • LEveLiQ
    LEveLiQ
    Community Member
    edited May 6

    that isn't what I'm talking about. Windows Hello works PERFECTLY FINE and can recognize my face perfectly (well, I sometimes it , but not an issue here)
    the issue is 1P constantly asking me for password every single time.

    [Profanity removed, please remember that this is a family-friendly community. -Moderator]

  • AndyW1P
    AndyW1P

    @LEveLiQ

    The steps that my colleague Dave suggested could help, even if the issue appears to only occur in 1Password. If the steps don't help, I'd like to ask you to create a diagnostics report from your Windows PC so I can investigate why Windows Hello isn't working to unlock 1Password :

    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/710003/#Comment_710003
    • Your forum username: @LEveLiQ

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

    -Andy

  • AlmoEnd
    AlmoEnd
    Community Member

    It seems complicated; when I go to remove the last WH method (Pin), the Remove button is not enabled (greyed out) ... see pic attached. I have the same issue as OP. It is annoying to key in the master pw over and over, and then have to enter a second factor to prove "I'm me"...

  • AlmoEnd
    AlmoEnd
    Community Member

    did all the steps you recommended, still in the same silly loop where 1P is asking for Master PW, then the Hello prompt after successfully opening the vault (super un-intuitive). TPM is on and all Hello mechanisms were turned off (painful, as stated above, I found out I have to change account to a local one in order for the "Remove" button to appear un-greyed. So any other suggestions? It asks for the master PW as though TPM wasn't selected. Uninstall/Reinstall 1p??

  • Dave_1P
    Dave_1P

    @AlmoEnd

    I'm sorry that the suggestion didn't work. Please follow the steps in my colleague's previous post to send in a diagnostics report from 1Password on your Windows PC. This will help me to investigate the cause of the issue and recommend next steps. 🙂

    -Dave

  • AlmoEnd
    AlmoEnd
    Community Member

    Thanks, Dave. This was sent 1445 PDT 8 May.

  • AlmoEnd
    AlmoEnd
    Community Member

    JVU-63286-393

  • LEveLiQ
    LEveLiQ
    Community Member
    edited May 9

    I would like to correct myself: it only works after explicitly locking the app, instead of just clicking the convenient X button on the top right side. the extension also works when I lock the app, but not after closing it.
    the support ID I got is HVD-56236-323

  • Dave_1P
    Dave_1P

    @AlmoEnd and @LEveLiQ

    Thank you both for posting your Support IDs. I can confirm that the team has received both of your diagnostics reports and, if they haven't sent you an email yet, they'll reach out to you soon. Please continue the conversation over email.

    Since we have a communications channel open via email, I'm closing this thread.

    -Dave

    ref: JVU-63286-393
    ref: HVD-56236-323

This discussion has been closed.