Touch ID unlock not working

System
System
in Mac
This discussion was created from comments split from: Both touchID and apple-watch are being required to unlock.
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Comments

  • syawin
    syawin
    Community Member
    edited July 15

    Hello @EvonG1P , I am experiencing this issue with my installation of 1Password 8 on my m3 macbook pro. This is a brand new computer with a fresh install of 1P8. I did a reinstall with no change. If I disable unlock with apple watch on my mac so that only touch ID works, 1P will reject my unlock with touch ID with a generic "something went wrong" error. Unlocking with just Apple Watch works as expected for me as well.

  • Dave_1P
    Dave_1P

    Hello @syawin! ๐Ÿ‘‹

    I'm sorry that Touch ID unlock isn't working with 1Password on your Macbook Pro. I've split your comment into new thread so that we can discuss the issue that you're running into separately. As a start, could you try the following:

    1. Completely turn off your Mac and then turn it on to restart it. (Don't skip this step.)
    2. Open and unlock 1Password for Mac.
    3. Choose Apple menu ๏ฃฟ > System Settings, then click Touch ID & Password.
    4. Turn off all of the features, then turn all of them back on again.
    5. Go back to 1Password and choose 1Password > Settings from the menu bar.
    6. Click the Security icon, then turn on "Touch ID".
    7. Lock 1Password by choosing 1Password > Lock from the menu bar.
    8. Now try unlocking 1Password using Touch ID.

    If that still doesn't work then can you tell me if you're able to unlock the Mac itself using Touch ID? I look forward to hearing from you.

    -Dave

  • syawin
    syawin
    Community Member

    Thank you. I will reply with my results once I have gone through the steps. As of now I can unlock my Mac via TouchID or Apple Watch, whereas only Watch works with 1P.

  • syawin
    syawin
    Community Member

    Ok, I have walked through the steps you've provided. Unfortunately the result is still the same. I did also try authenticating using the CLI and the result was also the same. I tried disabling Unlock with Apple Watch for my Macbook & then trying to unlock 1Password using Touch ID (so that there is no option for 1P to unlock with Apple Watch); it fails with the error "That didn't work. Check your password and try again."

  • Unknown
    Unknown
    This content has been removed.
  • Dave_1P
    Dave_1P

    I'm sorry that the steps didn't help. Our developers are investigating an issue with Touch ID that you might be running into. So that the team can investigate this further, I'd like to ask you to create a diagnostics report from your Mac:

    Sending Diagnostics Reports (Mac)

    Attach the diagnostics to an email message addressed 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

  • faphuy
    faphuy
    Community Member

    Hi @Dave_1P I'm having the same issue as @syawin on my Macbook Air M3.
    I already sent the diagnosis to the support email and this is my support ticket ID is GDG-57142-128

    Could you help me? Thank you!

  • ag_tommy
    ag_tommy

    @faphuy

    The email support team will get back to you as soon as possible. Actually it already looks like they have.

    ref: GDG-57142-128

  • syawin
    syawin
    Community Member

    I've sent the email. Waiting on the support number.

  • syawin
    syawin
    Community Member

    FEU-92464-874

  • ag_tommy
    ag_tommy

    Thanks @syawin

    ref: FEU-92464-874

  • buddyowens
    buddyowens
    Community Member

    I'm running into a similar issue, where I'm constantly asked to enter my passcode before I can use Touch ID. The keyboard I used doesn't have the Touch ID feature, and I don't have Touch ID turned on in System Setting (I don't even have that option in System Settings). I do use Apple Watch to unlock but I'm also asked more frequently that I should be to sign-in in order to use it. Very frustrating.

  • ag_tommy
    ag_tommy
    edited July 20

    @buddyowens

    I'm thinking we're having trouble determining if the sensor is availabile. Please use the following steps to create a diagnostic report.

    1. Open 1Password.
    2. Press Command and comma (Control and comma on Windows). The 1Password Preferences/Settings will open.
    3. Select Advanced.
    4. Select Send Diagnostics.
    5. Select Reveal to locate the report in your Downloads folder.

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

    • Your forum username: buddyowens
    • A link to this thread: https://1password.community/discussion/comment/714729/#Comment_714729

    • Note that your post puts me in mind that you're using a device in clamshell mode. Perhaps with a secondary keyboard can you elaborate on if that is the case and if the lid is closed etc. when you reply to the team.

    • 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!

  • andremartins
    andremartins
    Community Member

    Just opened a ticket too.

  • withanid
    withanid
    Community Member
    edited July 22
    1. Hello @Dave_1P, @ag_tommy, I have the same issue on my freshly re-installed MacBook M1. I just sent an email to support+forum@1password.com with my Diagnostic Report.
  • Dave_1P
    Dave_1P

    @andremartins and @withanid

    Thank you for sending in your diagnostics reports. If you don't receive replies from the team via email then let me know your Support IDs and I'll get that chased for you. ๐Ÿ™‚

    -Dave

  • RogerJo
    RogerJo
    Community Member
    edited July 22

    Hi 1P team; I'm having the same problem on a new M3 MacBook Air (used Migration Assistant to set up). Touch ID works on the laptop; but in 1P i get the "That didn't work..." error. Support ticket ID is DVS-46711-388. Thanks for your help!

  • Dave_1P
    Dave_1P

    @RogerJo

    I can confirm that the team has received your diagnostics report. One of my colleagues will send you a reply via email as soon as they've finished reviewing the report. Please continue the conversation there.

    -Dave

    ref: DVS-46711-388

  • andremartins
    andremartins
    Community Member

    I was able to install an older version which solves the problem, but although I have not set to auto update, on restart the application tends to update itself. Then I have to remove it and reinstall the older version. I don't know why the auto update is happening even without it set.

  • Dave_1P
    Dave_1P

    @andremartins

    I see that you sent in a new diagnostics report, you'll receive another reply by email soon. Thank you for your patience.

    -Dave

    ref: XIJ-36568-364

  • spark
    spark
    Community Member

    Hi @Dave_1P. I just opened a ticket regarding this issue. Thanks!

  • Dave_1P
    Dave_1P

    @spark

    Thank you for opening a ticket! I see that my colleague has reviewed your diagnostics report and sent you a reply. Please continue the conversation over email. ๐Ÿ™‚

    -Dave

    ref: MPT-61249-861

  • KFonco
    KFonco
    Community Member

    I noticed I also started to have the same problem from a few days ago...

    I've the most updated 1Password 8 installed on my 2022 MacBook Air M2 with Sonoma 14.5.

    I can log-in to my Mac with Touch ID without issue but when I used it with 1Password, it didn't work. I mean, when I clicked the Touch ID icon next to the 1Password password input box (i.e. Touch ID was already enabled, as I input my 1Password password to enable Touch ID beforehand), the Apple Touch ID box pop out to ask me to use Touch ID. Then as I touched it with my fingerprint, the 1Password box just 'shook', then nothing happened. The 1Password log-in screen showed that Touched ID icon was still there but when I clicked on it again, it just 'shook' and wouldn't even bring out the Apple ID screen for me to use Touch ID.

    I tried to delete my fingerprint and redo the whole Apple Touch ID process... no help!

    I reseted 1Password... no help!

    I uninstalled 1Password and reinstalled... no help!

    I'm running out of ideas so help will be greatly appreciated!!

    • Kevin
  • Dave_1P
    Dave_1P

    @KFonco

    I'm sorry that Touch ID isn't working with 1Password on your Mac. I'd like to ask you to create a diagnostics report from your Mac so that our team can identify the specific situation that you're running into and advise further:

    Sending Diagnostics Reports (Mac)

    Attach the diagnostics to an email message addressed 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

  • KFonco
    KFonco
    Community Member

    Thank you Dave for your reply...

    A quick and simple question perhaps, how do I run diagnostics on my Mac and generate this report?

    Many thanks!

    Kevin

  • Dave_1P
    Dave_1P

    @KFonco

    Thanks for the reply. You can find instructions on how to generate a diagnostics report here: How to send a 1Password diagnostics report

    -Dave

  • KFonco
    KFonco
    Community Member

    Thanks a lot, Dave.

    Diagnostic report sent to the email address given!

    Kevin

  • Dave_1P
    Dave_1P

    @KFonco

    Thank you! If you don't receive a reply within the next few hours then let me know the Support ID of your ticket and I'll get that chased for you. ๐Ÿ™‚

    -Dave

  • buddyowens
    buddyowens
    Community Member
    edited August 1

    Disregard

  • buddyowens
    buddyowens
    Community Member

    @ag_tommy

    Support ticket:
    EYA-48728-442

    Not using Mac in clamshell mode; using iMac with a STANDARD (no TouchID) keyboard.