HELP - my 1password on my iPhone has frozen.

Llightst

Real crisis. I did a sync over iCloud yesterday and then went to look up a password - can open 1 password but either get blank screen or frozen screen. Won't move back or forwards. I need access! I've rebooted the phone and no change.

Stephen_C

@Llightst‌ I've moved your post to the 1P for iOS forum where you'll get more help because your problem is with 1P for iOS not 1P for Mac.

Stephen

Llightst

Thank you!

Stephen_C

Given that nobody has yet come along with any suggestions, I have two:

1. Have you tried actually force quitting 1P on the phone and just trying again? (I know you have rebooted: I'm suggesting something in the way of "one last try" before the next step.)
2. If you're sure your 1P data on your Mac is up to date you could delete 1P on your phone (which will delete all the 1P data on the phone) and then re-download and re-install 1P on the phone and sync again with the Mac.

Stephen

smitty770

Not sure if I am experiencing the same error, but the symptoms are similar. For the past week or two I haven't been able to get into 1Password on my iPhone 6, with 1P Version 5.1.2. When the app launches, the lock logo slides up (because I use Touch ID to access 1Password), but the TouchID prompt never appears on the screen, and I cannot input my TouchID nor the vault password to get in. I have killed the app and restarted it, but the same issue appears. I have found that if I uninstall the app, and reinstall it, but do not turn on TouchID support, I can use it without any problems. Is this similar to the OPs problem, or shall I start a new thread?

Zazz

I have the same problem as smitty770.
Sometimes TouchID still works despite the prompt not appearing, but in most cases I'm stuck with the startscreen with the lock slid up and pulsing.

smitty770

For the past week or two I haven't been able to get into 1Password on my iPhone 6, with 1P Version 5.1.2. When the app launches, the lock logo slides up (because I use Touch ID to access 1Password), but the TouchID prompt never appears on the screen, and I cannot input my TouchID nor the vault password to get in. The password entry prompt never appears, nor are any fingerprints acknowledged by the app. I have killed the app and restarted it, but the same issue appears. I have found that if I uninstall the app, and reinstall it, but do not turn on TouchID support, I can use it without any problems. I know one other user has posted he has the same problem. Anyone else, and do we know of a workaround? What other info can I post here? A video or something? Logs? First post, so guide me through the best way to be effective for a solution. Thanks.

ag_kevin

@Llightst‌ do you see the lock screen, or by blank screen, do you mean black?

Drew_AG

Hi @smitty770,

Since you also posted a messages in this discussion for help with this problem, I merged the other thread you started, so we don't duplicate efforts or cause confusion between here and there.

Are you by any chance trying to use Touch ID immediately after opening the 1Password app, but before the Touch ID prompt appears (or is supposed to appear) on the screen? Does it work if you wait to see that prompt before trying to enter your fingerprint? You may need to force-quit the 1Password app first (double-click the Home button and swipe up on 1Password), then relaunch, and make sure to wait for the Touch ID prompt before placing your finger on the scanner/button. Let us know if that helps, thanks!

smitty770

@Drew_AG,

I never get the Tough ID prompt, regardless of how long I leave the screen and Home Button alone after launching the app. The lock logo for 1Password slides from the middle of the window to the top, preparing for the TouchID prompt and input, but never appears. I did, however, notice today that the blue ring around the key lock area of the 1Password logo is still "pulsing" blue to grey and blue again. My only recourse to get back into the app is to delete the app, reinstall it, and resync my vault with Dropbox.

Drew_AG

Hi @smitty770,

Thanks for confirming, that's definitely strange! Can you please try the following to see if it helps:

• Open the 1Password app on your iOS device.
• 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 - you should be prompted for your Master Password.
• Unlock with your master password, then go to Settings > Security.
• Disable the Touch ID setting.
• Force-quit the 1Password app again, then relaunch.
• Unlock with your master password again, then re-enable the Touch ID setting.

The next time 1Password locks itself, does it show you the Touch ID prompt?