Touch ID Crashed app several times a day

macflagg
macflagg
Community Member
edited February 2015 in iOS

On both the iphone and iPad, if you rest your thumb on the home button, as the 1Password app is launching, more often than not, the app will grey out and the touch ID dialogue box will remain frozen on screen. Sometimes you can hit the sleep-wake button and and then unlock the phone with Touch ID, the app will function normally. Other times, the app will freeze on its splash screen, then after 30-40 seconds crash.

This is the ONLY app that has this glitch, out of the 10-11 apps I use with touch ID regularly, so I’d really appreciate and expedient fix.

I’m using an iPhone 6 Plus with iOS 8.1.2, and iPad Air 2 with iOS 8.1.2, and a MacBookPro6,2 with Yosemite 10.10.2.

Comments

  • hawkmoth
    hawkmoth
    Community Member

    I'm moving this to the iOS section of the forum, since you are discussion issues associated with that OS.

  • Hi there,

    Currently the only known workaround for this issue is to keep your finger off the sensor until prompted for it. We have had a few reports of this problem but last I had heard none of us could reproduce the issue on our devices, which makes tracking down the problem rather difficult. If you find a reliable way to reproduce the issue, please let us know, as that would help expedite a fix.

    Thanks.

  • macflagg
    macflagg
    Community Member

    bwoodruff,

    The most reliable way to get the app to malfunction, is to forget to take my thumb off the home button.

    In my experience, the iOS app will have a similar issue several times a day. There are two events I am experiencing, one I categorize as 'severe', since it greatly impedes productivity and user experience, while the other is catagorized as 'minor', which means it is an annoyance, that only has a small impact on productivity by adding the extra steps of sleeping/waking the device and an extra Touch ID attempt.

    For example,

    today; the motivation for contact was due to the app 'severely' malfunctioning 3 consecutive times this morning, on my iPhone 6 Plus. All told, between sleeping and waking the phone, force quitting and relaunching the app, the app crashing at the splash screen, repeating the process, and then finally hard rebooting the phone (home+power), it took 6-7 minutes to retrieve a single password.

    I had a 'severe' issue yesterday, twice over the weekend, and a few times the week before that. Very frustrating.

    On a daily basis, an average of 3 separate events, the app will have a 'minor' malfunction, such that, one can simply put the phone to sleep, unlock the phone with Touch ID, and then unlock 1Password with Touch ID, without issue.

    Considering the price of the overall suite of apps necessary to complete the ecosystem of security, it's disappointing to find the iOS apps are also the buggiest of all the apps I depend on as my daily drivers.

    A fix for this issue would be greatly appreciated. Let me know if there is anything I can do e.g. send crash logs, app data, etc...

    Cheers

    P.S. Thank you, hawkmoth, for moving this post to the correct forum.

  • macflagg
    macflagg
    Community Member

    Almost forgot, my wife is also experiencing the same issues on her iPhone 6 Plus, running iOS 8.1.2

  • macflagg
    macflagg
    Community Member

    Oh, one other bug. Not sure if it happens in every category, but in Bank Accounts specifically, I see no way to add dashes in between number sets when adding a phone number, other than writing the phone number in another app and copy and pasting it in.

  • The most reliable way to get the app to malfunction, is to forget to take my thumb off the home button.

    The problem is, try as I might, I can't get that to happen on my device. I can leave my finger on the sensor all day, and it doesn't cause 1Password to crash... Ever. We do have a bug filed on this though, and our developers are looking into it. If you have a moment and would like to help us track the problem down, please open 1Password and navigate to Settings > Advanced > Diagnostics > Log Settings and then enable UI Lock and Lock. Then close down 1Password and reproduce the issue. Right after you're able to cause the issue to happen, please send us a diagnostic report:

    ref: OPI-2274

    As for the issue with Bank Account phone numbers... I see what you are talking about. I think this may, in part, be intentional, but I'll file a bug on it just in case it is not.

    ref: OPI-2309

    Thanks!

  • macflagg
    macflagg
    Community Member

    bwoodruff,

    Thank you for your response. I shall send you a crash report as soon as it happens again. Since I last checked this feed, I have been particularity carful not to hold my thumb on the Touch ID, while the app is loading, and I've not had any issue. My wife says the same. So, I'll now begin trying to cause the issue.

    Feature Request

    I was thinking, and I have no idea if it is possible with the limitations of iOS, that it would be awesome to have a notification center (NC) widget that communicates with Touch ID.

    For example, currently if you're browsing, say the App Store, and initiate a purchase, after having rebooted the device since the previous App Store visit, you're greeted with a password input field. If you're like me, 1Password generated your password, which can be cumbersome to input manually on a 5.5in screen, or smaller, due to length and character mix. When this is the case, I'll usually cancel the purchase, quit the App Store, launch 1Password, copy the password, relaunch the App Store, reinitiate the purchase, and paste the password.

    Were there a NC widget, which displayed a list of five of your most used logins, you could simply swipe the NC down, unlock the widget with Touch ID, copy the password, dismiss the NC and paste.

    Additionally, 1Password widget could remain unlocked for 1 additional invoking of the NC, such that, you could invoke the NC, unlock with Touch ID, copy your user name, dismiss the NC, paste the user name, invoke the NC a second time, copy the password, dismiss the NC, which also locks 1Password, and paste. Done.

    This would be sooooooooo much more efficient and would effectively add 1Password support to all apps, independent of developer implementation.

    Just a thought.

    Dayton

  • macflagg
    macflagg
    Community Member

    A report has been sent.

  • macflagg
    macflagg
    Community Member

    Another crash report has been sent.

    I gotta say, the inability for my copy of the app to be able to perform its one job without issue is beginning to make me distrust the 1Password software. If the issue is not resolved soon, I think I'm going to ask for my money back and go with a more stable solution.

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    Hi @macflagg,

    I see somebody has been in contact with you regarding your diagnostic reports ref: XHK-71833-412. For continuity it's best if we keep the conversation in a single place just so to avoid confusion. I can only begin to imagine how annoying that must be. As stated already it's hampered by the fact that not every device seems to exhibit this with no obvious reason why.

    ref: OPI-2068

  • barelylistening
    barelylistening
    Community Member

    Hi,

    I just want to add that I also experience this several times a day. However for me it also happens with other apps that use TouchID for verification like Dropbox. I believe this is more of an Apple problem than AgileBits'.

  • Megan
    Megan
    1Password Alumni

    Hi @barelylistening ,

    Thanks so much for sharing your experience here! I'm sorry that you've been running into this - it is rather annoying.

    We appreciate your patience as we work with Apple to find a solution.

This discussion has been closed.