1Password 5.1 & Touch ID issues remain

ahankins

Hi all! Straight to the point, I'm still having issues with 1Password requesting my Master Password instead of Touch ID.

My settings:
iPhone 6 - iOS 8.0.2

iCloud sync (iCloud Drive ON)
Lock on Exit: OFF
Auto-Lock: 5 Minutes
Touch ID: ON

Even though I have not restarted my phone, 1Password seems to request my Master Password everytime but I've only noticed this if I haven't been in the app for a few hours or so. If I enter my Master Password, exit & wait 5 min, I will be prompted for Touch ID. At some longer point, however, the Master Password will be requested again.

Thoughts? Thanks in advance, this is one of the most helpful support teams I've come across and I really appreciate all you do!

Ben

Hi there,

Please try this combination of settings and see if you have better luck:

• https://www.dropbox.com/s/1c1rn3ocwv43twf/2014-10-10 12.22.55.png?dl=0

Thanks.

ahankins

Thank you @bwoodruff‌ , I made those changes & is good so far... I will continue to keep an eye on it and report back. Any idea why I wouldn't be able to customize the Lock on Exit & Auto-Lock features?

Ben

@ahankins‌

You should be able to, I just want to see how it does with known good settings (the settings I posted are the ones that I am using on my device with good results).

Thanks.

ahankins

@bwoodruff I was just prompted for my Master Password... shucks. Any other suggestions?

MikeT

Hi @ahankins‌,

A few questions:

1. Do you use our extension in Mobile Safari and if yes, does this happen more often in the extension or the main app?
2. Did you upgrade to iOS 8 from iOS 7, clean install of iOS 8 with a restore from backup, or was this a clean install without restoring from a backup?
3. Do you recall what you were doing at the time before it prompted for the master password, did you do any reboots or waking up for a device sleep?

ahankins

1. I do have the extension but have not used it really so I couldn't tell you either way.
2. I upgraded my iPhone 5s from iOS 7 to iOS 8, then restored my iOS 8 backup to my iPhone 6, the device I'm using now.
3. I can say definitely no reboots, waking from sleep is likely, however, no other specific patterns/trends that I can think of.

[Edited by MikeT to make the list readable]

MikeT

Hi @ahankins,

I edited your post to make it a numbered list. In here, the list is automatically generated when you use the following format: 1. 2. 3.

I would like to see if we can collect the logs from your device, there might be some iOS issues with the security framework. To start the logs, can you do the following:

1. Open 1Password, unlock, and go to Settings > Advanced > Troubleshooting.
2. Tap on Log Settings and tap to select both Lock and UI Lock.

After that, try to reproduce the issue with TouchID. Once it happens, unlock 1Password, go to Settings > Advanced > Troubleshooting and tap on Email Diagnostics. Please send it to support+forum@agilebits.com and with a link to this thread if possible.

If you get a ticket ID in a reply, please let me know here, so I can follow up.

Thanks!

ahankins

Ok logs enabled. I will send the email and let you know as soon as it happens again, thanks!

ahankins

Ok the issue happened this morning but when I went to email the logs, 1Password quits instantly when I tap the email button. I've rebooted the phone and it still quits every time?

ahankins

I loaded up PhoneView so I could obtain the logs from there... Assuming the logs are stored in Library>Caches>com.agilebits.Logs the folder was 574MB! That's probably why the app was crashing. I extracted the logs from yesterday and today and sent an email with a link to download them.

Megan

Hi @ahankins,

We've received your email with the logs - thanks for sending it in! I've updated the email thread with the necessary details from this forum discussion so that it is easier for our support team to get up to speed with the issue. Someone from the support team will get back to you as soon as possible with some further information. We'll keep the conversation going directly via email to avoid complicating things between here and there. :)

ref: YTC-36344-226

dbingham

I'm having exactly this problem. Any chance we could get any relevant updates on this thread so that I (and maybe others?) can be aware of any potential workarounds or solutions?

Thanks!

Ben

We don't have any updates at this point, but as we have more information we'll keep this thread updated. Thanks!

MikeT

Hi @ahankins,

We're still looking into the logs. Can you answer a few things for me:

1. Are you syncing with iCloud Sync or Dropbox?
2. Do you have Background refresh turned on for 1Password?

If yes to number 2, please go to the iOS Settings app > 1Password and turn off the Background Refresh. Kill the 1Password app in the background and then test to see if 1Password works better now.

dbingham

I know I'm not the OP, but just for more data points since I have the same behavior:

1. Dropbox
2. Yes. I've disabled, killed the app, restarted and unlocked. Will report back if I still see the locking behavior.

MikeT

Hi @dbingham,

Thanks, let me know how it turns out.

ahankins

@MikeT‌
1. I am using iCloud to sync
2. Background refresh was on but I turned it off and killed the 1Password app.

I will also report back.

ahankins

Hello I just wanted to report that 1Password has not promoted me for my Master Password once since turning off background refresh for the app. I will continue to observe and report back as soon as it does or after a couple days of behaving as expected.

dbingham

Same here. No prompts.

ahankins

Shoot, I spoke too soon... Was just prompted for my Master Password. Have not restarted my phone today.

David Cher

i am having same issue . kinda of frustrating

ahankins

Another update: Have had 3 more prompts, 2 of which came after the 8.1 update.

MrRooni

Good morning, folks. Sorry for the trouble that you're all still seeing with Touch ID after 1Password 5.1. I'd like for you to try a full reset of the Touch ID system.

1. Disable Touch ID within 1Password (Settings > Security)
2. Open Settings.app and disable Touch ID for iPhone Unlock (Touch ID & Passcode)
3. Also delete all your entered fingerprints.
4. Restart your phone.
5. Launch 1Password and unlock with your Master Password.
6. Reenable Touch ID within Settings.app
7. Reenable Touch ID within 1Password.

I know that's a convoluted process, especially having to reenter your fingerprints, but we have seen some success with those steps in the past.

If, after these steps, you continue to have trouble please enable the proper logging as shown in Mike's post above and send us a copy of your diagnostic report the next time you have to enter your Master Password when you expect to unlock with Touch ID.

ahankins

Hi @MrRooni‌ ! I have completed the steps as requested and will report back.

I also wanted to note that my iPad Air running 8.1 (which does not have Touch ID) behaves in a similar manner whereas it does not prompt for the quick code and often prompts for the Master Password when it should in theory never do that. I'm only mentioning this because I feel it may be related to this same issue we're having with Touch ID. Settings on iPad are as follows:

• 1. Lock on Exit: OFF
• 2. Auto-Lock: 5 Minutes
• 3. PIN Code: ON

MrRooni

Thanks for the information, @ahankins. We are aware of an issue where folks with non-Touch ID devices are seeing the Master Password prompt more often. This thread is really the first we've heard of it affecting Touch ID devices as well.

fireballxl5

Just a "me too". This seemed to be working OK with the previous version, but as soon as I updated to the most recent version, I am generally required to type in the master password. IOS8.1, updated not a fresh install. Settings as suggested through this stream.

ahankins

Ok @MrRooni‌, got my first unexpected Master Password prompt, this was shortly after a reboot. I have enabled the logs & will send a report as soon as it happens again.

I was able to reproduce the issue by rebooting again after enabling the logs. I have emailed the report to support+forum@agilebits.com with a link to this thread. Also, I keep having to extract the logs via PhoneView & manually send because the 1P app crashes when I hit the Email Diagnostics button.

MrRooni

Thanks for the reports folks. Just so we're clear, 1Password should be requesting your Master Password any time you reboot your device, so if you're seeing that behavior, that's expected.

@ahankins‌ Sorry about the trouble with the diagnostic report, that problem has been fixed in 1Password 5.1.1 which we're hoping will be approved soon.

ahankins

@MrRooni‌ I'm very sorry, you are absolutely correct. I knew that was expected behavior but it slipped my mind I suppose. Everything has been working fine since my last post on 10/22. Will give it time and report back.

Megan

Hi @ahankins,

Thanks for keeping an eye on this! I've got my fingers crossed that things continue to behave properly for you ... but be sure to let us know if 1Password misbehaves again. :)