Unlocking 1Password via Touch ID on macOS doesn't work anymore

BjoernKW
BjoernKW
Community Member
in Mac

Whenever I try to unlock 1Password via Touch ID on my MacBook Pro (16", M1 Max) running macOS Sonoma I now inevitably get a "That didn't work Check your password and try again." message.

I've already tried restarting the device and completely disabling and re-enabling all Touch ID options under the macOS "Touch ID & Password" system settings (including deleting and adding a fingerprint once more) as well as toggling "Touch ID" under 1Password's "Security" settings tab. I've even tried deleting the key named "com.1password.core-biometric-unlock" from the Keychain Access utility (as suggested elsewhere).

To no avail, unfortunately.

Unlocking the device itself with Touch ID works flawlessly and strangely enough, unlocking 1Password via Apple Watch seems to work as well.

1Password Version: 8.10.36
Extension Version: 2.25.1
OS Version: macOS 14.5
Browser: Brave

Comments

  • Dave_1P
    Dave_1P

    Hello @BjoernKW! 👋

    I'm sorry that Touch ID isn't working to unlock your Mac. 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

  • BjoernKW
    BjoernKW
    Community Member

    Thanks. The support ticket ID is ZQG-75124-247.

  • ag_tommy
    ag_tommy

    Thanks @BjoernKW It's with the correct team.

    ref: ZQG-75124-247

  • kevinlee
    kevinlee
    Community Member
    edited July 20

    I have the same problem with 1Password for Mac 8.10.36 (81036049) on macOS Sonoma 14.5 (23F79).
    You can check out the following video showing my problem.
    https://youtu.be/Xcc8CUXPQ28

    This is on a web browser (Chrome).
    https://youtu.be/2JabX2CRZBQ

  • ag_tommy
    ag_tommy
    edited July 20

    @kevinlee

    Thanks for the recording. I feel certain that you're experiencing the same issue. That said, the only true way to determine that is by submitting a report and looking at the log lines. You can do that if you wish but because of the number of folks who have reported the same trouble you could also wait. I'll add your report to our internal reporting system.

    Should you wish to send in a report you can do so by using these instructions: https://1password.community/discussion/comment/714380/#Comment_714380

    ref: dev/core/core#30517

  • kevinlee
    kevinlee
    Community Member

    @ag_tommy Thank you. If enough people have already reported this issue, I can wait.

    Just one thing to add. I recently removed and added my touch IDs (fingerprints).
    I'm not 100% sure, but I think this issue started occurring after that.

  • Dave_1P
    Dave_1P

    @kevinlee

    Thank you for the reply. If you send in a diagnostics report then the team can confirm which issue you're running into and may be able to offer some specific workarounds to get you back up and running while we wait for a permanent fix from our development team.

    -Dave

  • croissantrunning
    croissantrunning
    Community Member

    Hi, Touch ID was working completely fine until I erased my Mac and setup everything again. Now I seem to have the same problem. Quite frustrating having to type in the password every time it's locked.
    I've tried the same suggestions to no avail (restarting, turning Touch ID on off, etc)

  • Dave_1P
    Dave_1P

    @croissantrunning

    I'm sorry that Touch ID isn't working on your Mac either. 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

  • ag_mike_d
    ag_mike_d

    Hi @croissantrunning - We've received and passed you message along to the team for review. A member of the team will be in touch as soon as possible.

    ref: JPQ-21687-115

  • NEOSA
    NEOSA
    Community Member

    As seen with similar posts, I'm also not able to unlock 1password with Touch ID.

    MacBook Pro 16 M2 Max 2023, Model Mac14,6 (Apple P/N G1768F/A)

    macOS : Sonoma 14.6
    1Password : 1Password for Mac 8.10.36 (81036049)
    Google Chrome : Version 127.0.6533.89 (Build officiel) (arm64)

    Touch ID is working OK for unlocking the Mac.

    I'm able to unlock 1Password with my Apple Watch (SE, Watch OS 10.5)

    If you need log files (for the Support Team), please advise howto ;-)

  • Dave_1P
    Dave_1P

    @NEOSA

    I'm sorry that Touch ID isn't working to unlock 1Password on your Mac. 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

  • NEOSA
    NEOSA
    Community Member

    @Dave_1P : I will be able to send you logs next week, I'm actually off for summer holidays, the reply I wrote is not for the same computer where the bug took place.

  • kevinlee
    kevinlee
    Community Member

    Mine is now fine with the new version, 1Password for Mac 8.10.38.

  • Dave_1P
    Dave_1P

    @NEOSA

    Sounds good, the team will keep an eye out for your email. Enjoy your holidays! 🌴

    @kevinlee

    I'm happy that updating to the latest version of 1Password has resolved the issue for you.

    -Dave

  • NEOSA
    NEOSA
    Community Member

    @Dave_1P

    Back from holidays ;-)

    The latest version installed (1Password for Mac 8.10.40 (81040031) fixed the issue I met.

    Have a nice day.

  • Dave_1P
    Dave_1P

    @NEOSA

    Welcome back! I'm happy that the issue is resolved on your end as well. 🙂

    -Dave

  • Stephen Chan
    Stephen Chan
    Community Member

    I was having the same issue. Updating my 1Password has fixed the issue for me too! Thank you :)

  • Dave_1P
    Dave_1P
    edited August 22

    @Stephen Chan

    I'm happy that the update resolved the issue for you as well. 🙂

    -Dave

  • forensic
    forensic
    Community Member

    I'm having the same problem. I'm upgraded to 8.10.46. Part of the problem is that when I go to the security preferences, an option for Touch ID is not listed.
    When I use my Apple Watch, I can double-click. I'm sending a 40.8 MB diagnostic report by email.

  • Dave_1P
    Dave_1P

    @forensic

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

    -Dave

    ref: WDP-24355-854

  • forensic
    forensic
    Community Member

    After sending in the log, I got an email from 1Password within a couple of hours. I was told that the problem was that my wireless keyboard, which had the Touch ID, was not being recognized. It was recommended that I plug the keyboard into my computer so that the keyboard could be recognized anew.

    I did as recommended and the problem disappeared. I now have the option to turn on Touch ID in the 1Password security preferences. I am now using my keyboard Touch ID to open 1Password.

    Thanks for the quick help!

  • GreyM1P
    GreyM1P

    @forensic – That's great! Glad to hear it's working for you again.