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jdolearyjr's avatar
jdolearyjr
New Contributor
9 months ago

Android version - opens to blank, then black screen

Today 1Password has unlocked to show me an empty white screen, which turns into a black screen. Nothing fixes this - I've tried updating the app, and restarting the phone. Never happened before.

Galaxy A42 5G, Android Version 13, One UI v. 5.1, all updated

How can this be fixed?

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Browser: Not Provided

android
  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    6 months ago

    RobbyDeLaet

    Thank you for sending in a diagnostics report, I see that my colleague has already sent you a response via email. Please continue the conversation there. 🙂

    -Dave

    ref: CMU-97857-963

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    6 months ago

    pmcmil01

    I'm happy that reinstalling 1Password resolved the issue for you. I'm sorry for the inconvenience.

    -Dave

  • pmcmil01's avatar
    pmcmil01
    New Contributor
    7 months ago

    I am having the same issue on a Google Pixel 7a with Android version 14. Is has always worked fine until the last few days. I was able to fix it by reinstalling the 1Password app on my phone.

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    9 months ago

    Hello jdolearyjr! 👋

    I'm sorry that 1Password isn't unlocking properly on your Galaxy device. So that the team can look into this further and find a solution, I'd like to ask for a diagnostics report from your end. Follow these steps:

    1. Reproduce the issue one more time.
    2. Open Chrome.
    3. Type in onepassword://diagnostics.
    4. In the menu underneath the address bar, choose the option with the globe icon.
    5. A "Continue to 1Password?" prompt will appear, choose Continue.
    6. Follow the prompt to generate a diagnostics report.

    Send the diagnostics report 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