Unable to turn on Touch ID / Apple Watch

ramsydb
ramsydb
Community Member
edited August 9 in Mac

Hi,

I'm unable to enable Touch ID / Apple Watch.
It toggles really quickly, but does not enable.

I've tried rebooting, reinstalling etc.

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

Comments

  • Dave_1P
    Dave_1P

    Hello @ramsydb! 👋

    I'm sorry that you're unable to turn on Touch ID unlock for 1Password. Are you able to unlock the Mac itself using both Touch ID and your Apple Watch? If you are then can 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  > 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.

    Let me know if that allows you to turn on Touch ID unlock for 1Password.

    -Dave

  • MisterDynamic
    MisterDynamic
    Community Member

    Hello!

    I have this exact same issue - I cannot turn on Unlock with Touch ID at all.

    Following the steps above a few times did not fix the issue. However, when I switch to a different user account on my Mac, this is not a problem and Touch ID works just fine.

    What's Different?

    • On the user account I cannot use Touch ID with, I recently added a fingerprint to the user account. Upon some of my trouble shooting, I decided to remove all fingerprints and add one of them again.

    • The account that Touch ID is working on is an Admin account.

    • The account that Touch ID is not working with 1Password is a Standard Account

    What can I try now?

  • ramsydb
    ramsydb
    Community Member

    Following these steps did not fix the issue for me

  • Dave_1P
    Dave_1P

    @MisterDynamic and @ramsydb

    I'm sorry that Touch ID and Apple Watch unlock continue to not work for 1Password. 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

  • ramsydb
    ramsydb
    Community Member

    JXB-56112-245

  • Dave_1P
    Dave_1P

    @ramsydb

    Thank you for posting the Support ID, one of my colleagues will reach out to you soon via email. Please continue the conversation there.

    -Dave

    ref: JXB-56112-245

  • mafm27
    mafm27
    Community Member
    edited August 9

    @Dave_1P

    I have the exact same issue, including with the latest update (1Password for Mac 8.10.39 (81039001)).

    This is incredibly annoying, as it keeps asking for password for both my personal and work accounts.

    ref: TZU-61628-183

  • mluisbrown
    mluisbrown
    Community Member

    @Dave_1P

    I also have the exact same issue, with 8.10.39, although it started happening on the previous release.

    ref: JXY-98394-569

  • Dave_1P
    Dave_1P
    edited August 9

    @mafm27 and @mluisbrown

    Thank you for posting the Support IDs. I'm sorry that you're both running into issues with Touch ID / Apple Watch unlock, my colleagues will send you replies over email soon.

    To prevent duplication of efforts, I'll close this thread.

    -Dave

This discussion has been closed.