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themis's avatar
themis
Occasional Contributor
8 months ago

Touch ID does not work in new Macbook Air

I setup a new Macbook Air but I cannot get Touch ID to work. I have checked Touch ID in Preferences/Security but every time I use my fingerprint it tells me “That didn’t work, check your password and try again”.

During the setup of the new laptop I had to erase my fingerprint and record it again, in case that’s relevant. Needless to say that touch ID works fine outside 1Password. I also rebooted and relaunched 1P with no luck.

Thanks

1Password Version: 8.10.36
Extension Version: Not Provided
OS Version: OS 14.5
Browser: Not Provided

macos
  • 1P_Tommy's avatar
    1P_Tommy
    Icon for Moderator rankModerator
    8 months ago

    Thanks Themis. One of the team will be with you as soon as possible.

    ref: GUZ-87357-739

  • GreyM1P's avatar
    GreyM1P
    Icon for 1Password Team rank1Password Team
    8 months ago

    themis

    If you're still having trouble, we should review a diagnostics report to see what's going on.

    ☞ How to send a 1Password diagnostics report

    ⚠️ Do not post your diagnostics report here.

    Send us an email at support+forum@1password.com with your diagnostics report attached, and you'll receive an auto-reply from 🤖 BitBot. It will contain a conversation number, which looks like [#ABC-12345-123] – post that here and I'll be able to make sure your message goes to the right team. I look forward to hearing from you. :)

    — Grey

  • themis's avatar
    themis
    Occasional Contributor
    8 months ago

    I followed the instruction but it did not work. I still get “That did not work…”

    I did not migrate from an old computer, I set up this new Macbook Air afresh and only copied documents, not apps or libraries, from the old computer.

    Perhaps I should remove 1Password and reinstall?

  • GreyM1P's avatar
    GreyM1P
    Icon for 1Password Team rank1Password Team
    8 months ago

    Hi there themis

    If you migrated from an old Mac to this new one, it's quite possible that 1Password isn't accepting Touch ID because it's expecting your old setup, not the new one.

    Try resetting 1Password and let me know if that helps:

    ☞ Make sure you have a copy of your Emergency Kit or another device signed in to 1Password nearby, and that you know your account password before you start. This applies to every 1Password account, if you have multiple.

    1. Open and unlock 1Password.
    2. Click the 🔽 down arrow at the top of the sidebar and choose Settings.
    3. On the Advanced tab, click Reset 1Password.
    4. Sign back in to your 1Password account.

    Then try turning on Touch ID in Settings > Security and see how that goes. :)

    — Grey