Touch ID on macOS not working

elementalbear
elementalbear
Community Member
edited August 5 in Mac

I just recently reinstalled my MacOS and all software. After doing so, when I try to use Touch ID to unlock the app I get the "That didn't work" error as mentioned by others. If you try to unlock through Safari, the window just disappears after you use your fingerprint without bringing up the site login options.

Seeing the other posts, I tried to be proactive to gather diagnostics. However, when I click "Send Diagnostics" nothing happens. I even search the drive for new files and nothing appears to be created by clicking the button.

1Password for Mac 8.10.36 (81036049)
macOS: 14.5 (23F79)
Safari: Version 17.5 (19618.2.12.11.6)

1Password Version: 8.10.36
Extension Version: 2.26.1
OS Version: macOS14.5
Browser: Safari

Comments

  • elementalbear
    elementalbear
    Community Member

    What I have done already:

    • restarted laptop
    • disabled/re-enabled Touch ID options (all) under system settings
    • disabled/re-enabled Touch ID in 1Password
  • Dave_1P
    Dave_1P

    Hello @elementalbear! 👋

    I'm sorry that Touch ID isn't working on your Mac. A diagnostic report would allow me to identify the specific issue that you're running into and advise further. I see that you're running into trouble when generating a report, did you previously deny 1Password access to the Downloads folder on your Mac? Try these steps:

    1. Click on the Apple logo  in the menu bar then click System Settings.
    2. Click Privacy & Security.
    3. Click Files and Folders.
    4. Click 1Password.
    5. Make sure that "Downloads Folder" is toggled on.
    6. Fully quit 1Password and then reopen 1Password.

    Then, try to generate a diagnostics report again:

    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.

    And if you still can't generate a diagnostics report then let me know. 🙂

    -Dave

  • elementalbear
    elementalbear
    Community Member
    edited August 3

    Thank you for that information. You were correct in that the 1Password did not have access to the Downloads folder. I was able to generate the report after updating that setting. I have emailed the details to the address above. XJD-41111-646.

  • Unknown
    Unknown
    edited August 4
    This content has been removed.
  • Dave_1P
    Dave_1P
    edited August 5

    @elementalbear

    Thank you for posting the Support ID, I see that one of my colleagues has already reached out to you via email.

    Since we have another communications channel open, I'll close this thread. 🙂

    -Dave

    ref: XJD-41111-646

This discussion has been closed.