Apple Watch stops unlocking 1password

bestlem
bestlem
Community Member
edited October 2 in Mac

I have been using my Apple Watch 10 to unlock 1password.

1password has just stopped seeing watch.

There is no watch icon on the login dialog.

There is no watch setting in 1password settings.

How do I keep 1password using Apple Watch and no just randomly lose all track of it.

I have changed nothing in security since it was working.

1Password Version: 1Password for Mac 8.10.44 81044034, on PRODUCTION
Extension Version: N/A
OS Version: macOS 14.7 (23H124)
Browser: N/A

Comments

  • bestlem
    bestlem
    Community Member

    Ah my watch was still in recharge mode not on my wrist so needed a passcode.

    However there is bad UX here. I had been wearing the watch for over an hour and showing the normal watch face.

    1password should still show the watch icons and field.

  • Dave_1P
    Dave_1P

    Hello @bestlem! 👋

    I'm sorry that Apple Watch unlock wasn't working. Just to clarify: was your Apple Watch locked or unlocked when it wasn't available to unlock the 1Password app?

    After you unlocked the Apple Watch by entering your passcode, can you now see the Apple Watch in the Settings window and can unlock 1Password using the Apple Watch?

    I look forward to hearing from you.

    -Dave

  • bestlem
    bestlem
    Community Member

    The watch was locked - but showed the normal display so seemed OK.
    So the experience was as expected I could not log in - fair enough.

    The annoyance really was that for 1password all the Apple Watch entries went missing so I spent 15 minutes rereading documentation which all said there should be an Apple Watch entry in settings.

    For the Watch it should have stayed with the PIN entry rather than show the normal face.

  • Dave_1P
    Dave_1P

    @bestlem

    I'm sorry for the frustration. I agree that it seems like 1Password's handling of an Apple Watch that is enabled for unlock but not currently available could be better. For example, the app could show a message somewhere letting you know that 1Password can't connect to your Apple Watch.

    I've filed issues with our development team so that they can look into this further. I've also reached out to our documentation team to see if they can add a note about this scenario to our guide on Apple Watch unlock.

    Let me know if there's anything else that I can help you with.

    -Dave

    ref: dev/core/core#33121
    ref: dev/web/support.1password.com#4675

  • bestlem
    bestlem
    Community Member

    This seems to work for some time.

    Then after a few days 1password just does not see the watch again but the watch does unlock the Mac,

    Sometimes after altering on the watch the Accessibility speed double click it works sometimes it does not.

    1password NEEDS to show the status of the Apple Watch and show exactly what is happening as it is unreliable.

  • Dave_1P
    Dave_1P

    @bestlem

    I'm sorry that Apple Watch unlock isn't working consistently. Can you describe the issue a little more? When you try to unlock 1Password using your Apple Watch do you feel a tap on your wrist? Or is there no tap?

    The next time that the issue occurs, can you check to see if you can use your Apple Watch to authenticate a system prompt. Try these steps the next time that you're unable to unlock 1Password using your Apple Watch:

    1. Click on the  in the menu bar.
    2. Click System Settings.
    3. Click Privacy & Security.
    4. Click Advanced.
    5. As a temporary troubleshooting step, turn on "Log out automatically after inactivity".
    6. You'll now see a macOS system prompt asking you to confirm the action. You should receive a double-tap notification on your Apple Watch.

    Are you able to use the Apple Watch to authenticate the macOS system prompt? Once this test is complete you can turn off "Log out automatically after inactivity" if you wish. Note: This isn't a fix for the issue but a troubleshooting test to see if authenticating a system prompt also doesn't work when Apple Watch unlock doesn't work for 1Password.

    -Dave

  • bestlem
    bestlem
    Community Member

    The Apple Watch unlocked the mac 30 mins before trying 1password from now tv app - then using 1password.app first showed the watch icon then I clicked on it and nothing happened, restart 1password and no watch icon.

    I don't get an administrator prompt at all.

    5 mins later 1password in now tv app just worked.

    It is just random.

  • Dave_1P
    Dave_1P

    @bestlem

    Thank you for the reply. The next time that Apple Watch unlock for 1Password fails to work, 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:

    • A link to this thread: https://1password.community/discussion/148521/apple-watch-stops-unlocking-1password#latest
    • Your forum username: Bestlem

    You should receive an automated reply from our BitBot assistant with a Support ID number.  Please post that number here.  Thanks very much!

    -Dave

  • bestlem
    bestlem
    Community Member

    My email can only send 50 MB files

  • Dave_1P
    Dave_1P

    @bestlem

    Usually a diagnostics file of a larger size can indicate repeated log lines. Try right-clicking on the diagnostics report and clicking Compress. If the resulting compressed diagnostics report is less than 20MB then attach it directly to your email.

    If the compressed file is still too large then send an email to support+forum@1password.com and include a link to this thread. Post the Support ID that you receive here and I'll be able to find your email and email you a secure upload link that can handle larger file sizes.

    -Dave