Keyboard does not work in Windows Hello

ehuggz
ehuggz
Community Member
in Windows

I've been using Windows Hello PIN quite successfully for a long time.
Now I get a Windows Hello prompt to enter my PIN when attempting to unlock an Account -and I cannot type anything, i.e. typing anything in the window for the PIN is blocked.

The keyboard works fine everywhere else - but not in Windows Hello PIN.

Is this part of the larger Windows Hello issues I've seen elsewhere?

1Password Version: 8.10.52
Extension Version: 81023003
OS Version: Windows 11
Browser: Edge

Comments

  • Dave_1P
    Dave_1P

    Hello @ehuggz! 👋

    I'm sorry that you're unable to enter your PIN into the Windows Hello dialog box. Does this issue only occur when you're unlocking 1Password? Or does it also occur when you use Windows Hello for other apps or Windows itself?

    I know it's cliche but try restarting your Windows PC to see if that helps. If it doesn't, then I suggest that you remove and then re-add all of your Windows Hello options, such as facial recognition, fingerprint and PIN. If the option to remove the PIN is greyed out, you may need to disable the option to “only allow Windows Hello sign-in for Microsoft accounts” on this device first.

    You can find your current Windows sign-in options using these steps:

    1. In the Windows search bar, type “Account”, then select Manage Your Account
    2. Select Sign-In Options.
    3. Here you should find a list of your current sign-in options. Remove any Windows Hello-associated options, such as fingerprint, face, and PIN.
    4. Re-add any options you’d like to use as part of your Windows Hello setup.

    Once that is done, you can follow this guide on using Windows Hello to unlock 1Password on your Windows PC.

    -Dave

  • ehuggz
    ehuggz
    Community Member
    edited November 26

    It does only happen when unlocking 1Password.
    Windows Hello PIN works fine to unlock the PC.
    Windows Hello PIN worked until recently to unlock 1Password.
    Now I cannot type my PIN into the Windows Hello window that pops up when I open 1Password.

  • ehuggz
    ehuggz
    Community Member

    I followed the directions - same issue. Nothing happens when I try to type the PIN. The cursor doesn't move at all. If I press enter I get a message saying: Enter PIN

  • khk
    khk
    Community Member

    I'm having this issue too. Exactly the same issue @ehuggz is describing. Windows Hello only fails to work for 1Password.

    1Password Version: 8.10.54 (81054022)
    Extension Version: 8.10.54.22 (81054022)
    OS Version: Windows 11 Dev Insider (26120.2415)
    Browser: Vivaldi 7.0.3495.18 (Chromium)

  • ehuggz
    ehuggz
    Community Member

    @khk It is nice to know I am not crazy and the problem is probably not my System.

    Below are my 1Password and Windows Versions
    1Password for Windows 8.10.52 (81052025)
    Edition Windows 11 Enterprise
    Version 24H2
    Installed on ‎10/‎7/‎2024
    OS build 26120.2415
    Experience Windows Feature Experience Pack 1000.26100.36.0

  • Dave_1P
    Dave_1P
    edited November 28

    @ehuggz and @khk

    Thank you for the version information. So that the team and I can look into this further, I'd like you both to:

    1. Update to 1Password for Windows version 8.10.54: How to keep 1Password up to date
    2. Reproduce the issue again.

    Then I'd like to ask you to create a diagnostics report from your Windows PC:

    Sending Diagnostics Reports (Windows)

    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/149154/keyboard-does-not-work-in-windows-hello#latest
    • Your forum username: ehuggz

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

    -Dave

  • khk
    khk
    Community Member

    Hi @Dave_1P, Here's the support ID number: QYW-32114-171

    Another thing I wanna add, after 1P triggers the Win Hello window, it causes my Shift key to be constantly active (not physically). I'd have to reboot for it to be restored. I currently have unlock using Windows Hello for 1P disabled.

  • Dave_1P
    Dave_1P

    @khk

    Thank you for posting the Support ID, I see that my colleague has sent you a reply via email. Please continue the conversation there.

    -Dave

    ref: QYW-32114-171

  • pscully
    pscully
    Community Member

    Hi @Dave_1P , I'd like to be a +1 to this, I'm having the same problem. I've emailed per your instructions above and will add my support ID when I receive it.
    Thanks,
    Pat

  • pscully
    pscully
    Community Member

    Your support ticket ID is YCA-16985-897

  • nox
    nox
    Community Member

    I also started running into this issue recently. Nothing has worked to fix it.

  • kicker1597
    kicker1597
    Community Member

    I have the same issue. I can't enter the PIN, neither the numbers on the above the keyboard or the keypad work, NUM lock doesn't help. After I exit the PIN screen I am able to access 1Password after entering my password, but I have to enter it twice. The first time fails no matter what. I'm guessing the two issues are related.

  • pscully
    pscully
    Community Member

    For a workaround in the meantime I was able to clip & paste my pin from a sticky note into the pin screen. You may also notice that when the pin screen pops up your SHIFT is locked on (not physically or caps lock) and if you move over to a browser or email and select some text it's like the shift key is being held down. I tried shift click select some text then click off a few times and that seems to clear it and allow me to enter pin.

  • Dave_1P
    Dave_1P

    @pscully

    Thank you for sending in the diagnostics report, one of my colleagues has sent you a reply via email.

    -Dave

  • Dave_1P
    Dave_1P

    Hello everyone,

    Our development team believes that they have found the cause of the issue. Since there are certain situations where Windows doesn't allow for the easy focus of a Window, the 1Password app uses a workaround that includes sending keyboard input (including the Shift key). This keyboard input is activating the Shift key and sometimes not releasing it in the Windows Hello prompt which can cause an issue where no other input is accepted in the prompt when attempting to enter your PIN.

    A fix is currently being coded and we hope to have it available for testing soon. I'll update this thread as soon as I have more news to share. For the time being, as others have noted, you can copy and paste your PIN into the Windows Hello prompt.

    -Dave

    ref: dev/core/core#34377
    ref: cxt3/-/issues/199

  • kicker1597
    kicker1597
    Community Member

    I found if I just press the Shift key after the window pops up, I'm able to enter my pin.

    Glad to hear the issue was identified and will be fixed, thanks!

  • Dave_1P
    Dave_1P
    edited December 11

    Hello folks,

    We're currently testing a fix for the issue in the latest nightly version of 1Password. If you'd like to help us test the fix then you can follow these steps:

    1. Open and unlock 1Password for Windows.
    2. Click your account or collection at the top of the sidebar and click Settings.
    3. Click Advanced.
    4. Change the release channel to "Nightly".
    5. Click About and then click Check for updates and follow the prompts to install the nightly and restart 1Password.

    Let me know if you still see the issue with the nightly. If you're not interested in trying the nightly version than that's okay. We hope to include the fix in an update to the beta and then the production versions as soon as possible.

    -Dave

  • pscully
    pscully
    Community Member

    Tested and working for me. Thanks!

  • khk
    khk
    Community Member

    Tested and it works. Thanks :)