Device unlock pin - asks for and accepts pin but does not unlock

MonkeyHarp
MonkeyHarp
Community Member
in Android

My fingerprint scanner stopped working on my phone so I switched 1Password to use the device pin for unlocking. Now it asks for the device pin as it should, but after entering it I get a completely gray screen with the 1Password logo near the top with no option to do anything. The only thing I can do then is close the app. I removed and re-installed 1Password, but no luck. I searched around the discussions to see if anyone else is having this issue but I did not find anything. Any ideas?

1Password Version: 8.10.34
Extension Version: Not Provided
OS Version: Android 10
Browser: Not Provided

Comments

  • ag_tommy
    ag_tommy

    @MonkeyHarp

    I'd like to ask you to create a diagnostics report from your device. That way the team can look to see what is happening. Off-hand I know there have been some edge cases with iOS in similar situations. It might be a bug report needs filed with the team. The report would be helpful if that's the case. At any rate the team can tell you how best to proceed.

    1. Open 1Password.
    2. Tap your 1Password account icon from the 1Password home screen.
    3. Tap Settings.
    4. Tap Help.
    5. Tap Send Diagnostics.

    Attach the diagnostics to an email message addressed to support+forum@1password.com.

    • Your forum username: MonkeyHarp

    • A link to this thread: https://1password.community/discussion/146216/device-unlock-pin-asks-for-and-accepts-pin-but-does-not-unlock

    • Please do not post your diagnostic report to the forum. This is for your privacy and security.

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

  • MonkeyHarp
    MonkeyHarp
    Community Member

    Diagnostics report has been created and emailed.
    The support ticket ID is IHE-16169-777.
    I hope this diagnostic report is good. After setting the unlock to "device pin" and attempting the unlock, I had to re-install 1Password just to be able to regain access via password in order to create the diagnostic report.

  • ag_tommy
    ag_tommy

    Thanks. Please follow up with the team via email as needed.

    ref: IHE-16169-777

  • Endlessly
    Endlessly
    Community Member

    I've been having the exact same issue. Whenever I try to open 1Password, either from my keyboard or from the Android home screen, there's a 50:50 chance that after touching my fingerprint it just sits there and never unlocks. I have to force stop 1Password and open it again to get at my passwords. This has been going on for a few weeks, persists after getting a brand new phone with a fresh install (Android 14 Oxygen OS) and has even been doing something similar in my chrome extension the first time I open it each day (just freezes, need to disable the extension and re-enable it to get it to unlock).

  • ag_tommy
    ag_tommy

    @Endlessly

    I'd like to ask you to create a diagnostics report from your device. The technical team can look into this in more details and hopefully determine where things are going wrong.

    1. Open 1Password.
    2. Tap your 1Password account icon from the 1Password home screen.
    3. Tap Settings.
    4. Tap Help.
    5. Tap Send Diagnostics.

    Attach the diagnostics to an email message addressed to support+forum@1password.com.

    • Your forum username: Endlessly

    • A link to this thread: https://1password.community/discussion/comment/712614/#Comment_712614

    • Please do not post your diagnostic report to the forum. This is for your privacy and security.

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