1Password locks up

Sanjay Singh
Sanjay Singh
Community Member
in iOS

1Password locks up on the login screen on launching the application. It just hangs and does not show the password or touch id prompt at all. This is very frustrating. I have tried killing the app and relaunching but nothing seems to work.

Please help.

Comments

  • robel19983
    robel19983
    Community Member

    I am facing the same problem! please help! (using Iphone 6, latest IOS)

  • Stephen_C
    Stephen_C
    Community Member

    There have been reports of this happening with the iPhone 6 and a suggested work around is to turn off zoomed mode. Please also ensure you're using the latest version of 1P for iOS (5.1.2).

    @Sanjay Singh‌ if you're not using an iPhone 6 please supply further details (1P version number, iOS version number and details of your iOS device).

    Stephen

  • Megan
    Megan
    1Password Alumni

    Hi @Sanjay Singh‌ and @robel19983‌

    Please let me know if Stephen_C's advice of turning off zoomed mode helps. If you are still having issues, please let us know and we'll investigate further.

  • robel19983
    robel19983
    Community Member

    still facing the problem...today I had once acess to 1P but it does not work further. concerning your suggestions: I do not use zoomed mode and I use latest version of 1P and IOS...I send you a report via 1P while I had access to 1P for a couple of minutes.

    regards

  • Drew_AG
    Drew_AG
    1Password Alumni

    @robel19983‌, do you happen to use the Touch ID option in 1Password? If so, 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?

  • robel19983
    robel19983
    Community Member

    @Drew_AG‌ if I wait nothing happend It just hangs and does not show the password or touch id option

  • ausmkv
    ausmkv
    Community Member

    @Drew_AG‌ I am experiencing the same issue as described by @robel19983‌ above with 1Password 5.1.2 on iPhone 5S iOS 8.1.2. Launch screen animation runs and the icon slides up but the Touch ID prompt does not appear. Using a single tap to open the app and avoiding further contact with the touch sensor to avoid the issue you mention above. I have seen the same behaviour when launched from safari or the home screen icon. Quitting 1P and relaunching does not resolve. Restarting phone forces a password login to 1P and the app opens on successful password auth. Leave 1P untouched for 5 minutes. On subsequent app launch Touch ID prompt appears and Touch ID is successful .
    Appears to be working ok on my (non touch) iPad.

  • Drew_AG
    Drew_AG
    1Password Alumni

    @ausmkv, thanks for letting us know about that! If I understand, it sounds like 1Password is now working correctly, as long as you wait to see the Touch ID prompt before scanning your fingerprint?

    @robel19983‌, can you please try these steps to see if it helps:

    • Open the 1Password app on your iPhone.
    • Double-click the Home button and swipe up on 1Password to close it.
    • Restart your iPhone (hold down the power button for a few seconds and "slide to power off", then turn it back on again).
    • After the restart, open 1Password and unlock it with your master password.
    • The next time you launch the 1Password app, make sure you wait to see the Touch ID prompt before scanning your fingerprint.

    Does that help? If not, what exactly do you see on the screen when you open 1Password?

  • robel19983
    robel19983
    Community Member

    @ausmkv‌ @Drew_AG‌ thanks for your support! now it seems to work....I forced a restart of the iphone and entered my master password.

  • Drew_AG
    Drew_AG
    1Password Alumni

    That's great news @robel19983‌, I'm glad that helped! Please let us know if you need anything else. :)

This discussion has been closed.