Biometrics no longer working

jcarrell
jcarrell
Community Member
edited August 2 in Mac

I received a new laptop for work. It's architecture is "Apple M3 Pro". Things have worked fine on a previous MBP with Intel silicon.

Initially, I installed 1Password's desktop app and Chrome extension. Every time it would lock, it would require my password, despite setting up fingerprint unlock. I followed some guidance in this forum and tried the following:

  1. Turning off biometrics in 1Password
  2. Deleting all fingerprints in my MBP settings
  3. Restarting my computer
  4. Re-adding fingerprints to my MBP settings

At this point, when opening 1Password, the biometrics check box was grayed out. My fingerprints were working fine elsewhere in my OS. I repeated the above steps several times, inserting extra MBP restarts between steps but the checkbox remained grayed out.

Other guidance suggested resetting my 1Password application. I did so, including deleting the backup .sqlite file. I logged back in and this time it asked me if I wanted to enable biometrics (my fingerprints were already registered with my MBP at this point). I said yes and then tried locking 1Password. When trying to unlock it with biometrics now, it "shakes" and replies "that didn't work." I again asserted that my fingerprints work elsewhere by using them in a terminal.

Please help!

1Password Version: 1Password for Mac 8.10.36 (81036049)
Extension Version: 2.26.1
OS Version: 14.4 (23E214)
Browser: Version 126.0.6478.183 (Official Build) (arm64)

Comments

  • Dave_1P
    Dave_1P

    Hello @jcarrell! 👋

    I'm sorry that Touch ID isn't working with 1Password on your new Macbook, thank you for sharing the troubleshooting steps that you've completed so far. 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

  • jcarrell
    jcarrell
    Community Member

    Support Email sent.

    Support ID: DYS-65583-459

  • Dave_1P
    Dave_1P

    @jcarrell

    Thank you for posting the Support ID! One of my colleagues will reply to you via email as soon as they've finished reviewing your diagnostics report. Please continue the conversation there.

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

    -Dave

    ref: DYS-65583-459

This discussion has been closed.