1Password locks up when Touch ID is on [Solution: Install iOS 8.1.1 update]

cj3

When 1PW is activated on my iPhone 5s with Touch ID turned on, the lock screen (logo) shows up and moves up the screen and locks up NOT showing either the touch ID activating or the master password screen (see IMG_5171 attached). The only way to recover is to DELETE the app, reinstall, and sync to transfer the info from my Mac Pro. If I don't activate Touch ID after reinstalling, everything works fine (IMG_5170 attached). Once I reactive Touch ID, the same thing happen as stated above. Help!

mr4js

1PW frequently freezes when I launch it on my iPhone 6 Plus. It is the only app I noticed doing this. It will freeze at the Touch ID input with the favorites page visible in the background, but grey's out. 1PW will not exit or minimize at this point, I have to power off/on then it will usually start up with Touch ID OK. This has gotten to be very annoying. I sync to Dropbox because I have the Web version on my MacBook Pro. In iOS should 1PW be enabled in iCloud Drive and if so, what is being saved and why?

MikeT

Hi @mr4js,

I'm sorry to hear about the freezing issue with 1Password.

1PW frequently freezes when I launch it on my iPhone 6 Plus. It is the only app I noticed doing this. It will freeze at the Touch ID input with the favorites page visible in the background, but grey's out.

Can you try a few things for me, so we can figure out together where the issue is:

1. First thing, have you try rebooting your iPhone a few times to see if the problem goes away? iOS 8 appears to require reboots often to fix glitches like this.
2. If that did not resolve it, let's try to see if Touch ID is the cause here. Can you unlock 1Password, go to the Settings > Security, and turn off Touch ID. After that, reboot your iPhone 6+ once more.

I know you have to enter your master password now but do you notice any freezing issues now without Touch ID? If not, there is one more thing I'd like you to try and this involves resetting the Touch ID database on your iPhone. Please try the following:

1. Open the app switcher and quit 1Password.
2. Go to the iOS Settings app > Touch ID and Passcode to turn off TouchID (both for unlocking the phone and for iTunes and App Store).
3. Disable the passcode, wait a minute, and then re-enable the passcode.
4. Turn TouchID back on.
5. Turn TouchID on in 1Password.

See if the freezing issue is gone now.

In iOS should 1PW be enabled in iCloud Drive and if so, what is being saved and why?

If you're not using iCloud sync in 1Password, you don't need it enabled. We do not use iCloud Drive at all, we actually use Apple's CloudKit APIs to power iCloud sync in 1Password, which isn't related to iCloud Drive but it does use your iCloud storage. That's why it may show up twice in your iCloud > Manage Storage. When you enabled iCloud Drive, Apple migrated all previous iCloud sync data into iCloud Drive and CloudKit data is a part of that as well.

MikeT

Hi @cj3,

I merged your post into this thread that sounds like the same issue.

In your post, that looks like Touch ID is crashing in the background. We don't control Touch ID (iOS steps in to take over), so when it crashes in the background, the app is affected by it by freezing a bit until it shows the master password field instead.

Can you try the steps I've asked @mr4js to try in the post #3 above this post. See if resetting the Touch ID database would fix the issue.

MartyS

I have the same issue as @mr4js‌ from time to time so they are not alone in seeing this behavior. I've now executed the instructions to reset Touch ID… hopefully that will make a difference.

MrRooni

Thanks for the reports everyone, and sorry for the trouble you're having here. We are tracking these reports and are trying to see what we can do in 1Password to help mitigate the problems.

@cj3: When you see this trouble you should not have to delete and reinstall 1Password to get by it. At the most, a reboot of your device will cause 1Password to prompt you for your Master Password again, which should bypass the issue. Again, sorry for the trouble.

joehobo

I am getting the same issue. I have iPhone 6 with the latest iOS update. This issue also happened before the latest iOS update. It is random. The Touch ID may work 2, 3, 4 times, then it gets stuck on the Touch ID screen. It is not possible to exit 1PW at that point. You are totally stuck. You have to do a hard reset (home button and power button). Even if I select to use the password, instead of using the Touch ID, it will still freeze occasionally. This issue is very frustrating when you need a password quickly.

clockworks

I am also having this Problem. It looks like this:

(i have removed the carrier information an number of items for privacy reasons)

at this point pressing the home button doesn't do anything. I'm on an iPhone 6 Plus with zoomed mode enabled.

Drew_AG

Hi @‌joehobo abd @clockworks,

Are you by any chance trying to use Touch ID immediately after opening the 1Password app, but before the Touch ID prompt appears on the screen? Does it work if you wait to see that prompt before trying to enter your fingerprint?

If so, this might be related to a bug in iOS 8. Please make sure you've installed the latest iOS 8 update, which is currently 8.1.1. You can check for the update from the Settings app, under General > Software Update. After installing 8.1.1, does the same problem still happen?

@clockworks, you mentioned that you have zoomed mode enabled on your iPhone 6 Plus. If you change that setting back to standard (from Settings.app > Display & Brightness > Display Zoom), does it make any difference for the Touch ID issue?

rangeshooter

I'll add my name to the list. I'm having the same issue on my iPhone 6+. I running IOS 8.1.1 and the latest version of 1Password 5.x. Randomly it will freeze after I use the Touch ID to unlock. The Touch ID will accept my input and disappear then the app will stay greyed out (can see favorites in background) and it basically is frozen (it should be noted that Siri will still work). Nothing happens when I double click the home button. I've found that I can hold down the power button and instead of powering off I cancel and it will let me back into the app and the app appears to function after that. I use the Touch ID for other applications and haven't seen this behavior in those apps.

Drew_AG

Hi @rangeshooter,

I'm sorry to hear you're also experiencing this problem!

Is it possible this happens if you try using Touch ID immediately after opening 1Password, before the Touch ID prompt appears? Does it ever freeze if you wait to see the prompt before entering your fingerprint?

Also, someone previously mentioned they had zoomed mode enabled on their iPhone 6 Plus. I don't know for sure if that had anything to do with the Touch ID issue, but it might be worth checking. If you open the Settings app and go to Display & Brightness > Display Zoom, is it set to zoomed? If so, try changing it back to standard and see if that makes a difference for the Touch ID issue.

Please let us know how it all goes, thanks!

Keith Gordon

Same issue with my iphone 6

minoskt

Hi

Having the same problem. Only happens when I have my finger touching TouchId while I open the app.

Drew_AG

Hi @Keith Gordon and @minoskt,

Please make sure you've updated your devices to iOS 8.1.1, as that seems to solve the problem in most cases. You can check for the update from the Settings app, under General > Software Update.

Stan Schwartz

Same problem here. Display zoom off, iOS latest version. About half the time when I start 1PW, the app does not respond to my fingerprint. Then the keyhole moves up from center to nearer the top of the display and the text input box does not appear. I don't have to reboot, however. I just doubleclick the home button and flick away 1PWD to stop it. Then I can restart the app and try again.

Ben

Hi @Stan Schwartz‌

What version of iOS and what version of 1Password for iOS? Also which device?

Thanks

Stan Schwartz

iPhone 6 iOS 8.1.2 iPW 5.1.2

Ben

Interesting. I have the same device with the same software versions and mine does not do that, never has, not once.

Please open 1Password and navigate to Settings > Advanced > Troubleshooting > Log Settings and enable UI General, UI Lock, and Lock. With those settings enabled, use 1Password until you are able to reproduce the problem.

Then I'd like to ask you to create a Diagnostics Report from your device: https://guides.agilebits.com/kb/1password4/en/topic/diagnostics-report

Then attach the entire file to an email to us: support+forum@agilebits.com

Please do not post your Diagnostics Report in the forums, but please do include a link to this thread in your email, along with your forum handle so that we can "connect the dots" when we see your Diagnostics Report in our inbox.

A short note here once you've sent the Report in will help us to keep an eye out for it. :)

Once we see the report we should be able to better assist you. Thanks in advance!

jadag88

I'm having the exact same problem. iPhone 5S, iOS version 8.1.3. Touch ID works fine for a while, then sometimes will not let me into the app. The screen freezes on the Touch ID screen with my list of Categories grayed out in the background and the phone unresponsive (except Siri). Sometimes I can press Enter Password, but that just makes the "Touch ID for "1Password" screen" go away. It leaves the grayed out Categories list and the phone becomes unresponsive, and never actually lets me enter a password or do anything else. Double clicking the home button does nothing, but I can access Siri if I hold the home button down. I must always restart the phone (I hold the Sleep/Wake button, then slide the slider to turn it off, then hold the Sleep/Wake button again to turn it on). After restarting, everything is fine for a while.

@bwoodruff I have done what you suggested, enabling the Troubleshooting settings, and I will send a diagnostic report when it happens again.

Ben

Thanks, @jadag88

ebcsilmack

Is there any update on resolving this issue? I've been experiencing this as well with Touch ID turned on.

littlebobbytables

You may be able to assist us then @ebcsilmack. If you could check out bwoodruff's post, post #18 that could help us. We are aware some users are experiencing issues with Touch ID but the toughest part for us at the moment is reproducing the issue. If we can reproduce the issue we can observe, log - you name it using a whole host of debugging tools available to the iOS developers. If we can't reproduce the issue we're completely reliant on the log reports of users experiencing the issue to help us help you.