TouchID stopped working

Hookahland
Hookahland
Community Member
edited September 2024 in Mac

Here's a clearer version of the forum post:

Title: TouchID not working in 1Password after refreshing Mac Keychain

I'm experiencing an issue with 1Password on my Mac:

  1. Background: I recently refreshed my local Mac Keychain.
  2. Problem: Since then, TouchID in 1Password has stopped working.
  3. Attempted solutions:
    • Reset the 1Password app
    • Deleted and reinstalled 1Password
  4. Current situation: The TouchID option in 1Password is no longer clickable.

Can anyone help me resolve this issue? TouchID was working fine before the Keychain refresh.

1Password Version: 8.10.46
Extension Version: Not Provided
OS Version: Not Provided
Browser: Not Provided

Comments

  • Dave_1P
    Dave_1P

    Hello @Hookahland! 👋

    I'm sorry that Touch ID isn't working to unlock 1Passowrd on your Mac. Are you able to use Touch ID to unlock the Mac itself? If you are then I'd like you to please do 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.

    If that still doesn't work then can you tell me what you mean when you say that you "refreshed" the Mac Keychain? What specific steps did you take?

    -Dave

  • Hookahland
    Hookahland
    Community Member

    Thank you for your responses. I'd like to add some more details about my situation:

    What I originally did, which I suspect caused the issue:

    In Keychain/Settings, I selected "Reset Default Keychains"

    Since then:

    • The 1Password security menu no longer recognizes TouchID or Apple Watch authentication.
    • The reset removed the fingerprint stored locally on my Mac, so I had to recreate it in the TouchID settings.
    • Even after recreating the fingerprint, in 1Password settings, both TouchID and Watch Auth options remain grayed out (unclickable).
    • I've restarted the computer multiple times and followed the process suggested earlier.

    I've already sent diagnostics to 1Password support. For reference, my support ticket ID is VQK-31819-795.

  • Dave_1P
    Dave_1P

    @Hookahland

    Thank you for sending in a diagnostics report and for posting your Support ID. One of my colleagues will reply to your email as soon as they're finished reviewing the diagnostics report.

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

    -Dave

    ref: VQK-31819-795

This discussion has been closed.