Cannot open 1Password on iOS8

davidcittadini

I have a new installation of 1Password version 5.2 on iOS version 8.1.3 (12B466). I am syncing this to vaults stored on Dropbox. I can open 1Password when I first install it, I can turn on Touch ID, it syncs correctly to the Dropbox vaults and I can see all the correct information inside the vaults. However, if I close the app and try to go back in all it does is show the lock screen and does not allow me to enter a password or the Touch ID - nothing happens. I have deleted the app many times and it makes no difference. I look forward to your help :)

Megan

Hi @davidcittadini ,

I'm so sorry to hear that you're having this trouble. That's no good at all! I have heard of some users encountering a blank lock screen on returning to 1Password before, but in their case it happens only if 1Password is dismissed while the Touch ID prompt is visible - leaving the Touch ID prompt floating over the home screen. This sounds like it's happening to you on a much more consistent basis.

Could you tell me a bit more about the steps that you are taking to first unlock 1Password, then move on to other apps and switch back? I know it might sound silly, but the more detail you are able to provide, the better we'll be able to re-trace your steps, and if we see the same thing you do, well, that's the first step to getting things fixed!

davidcittadini

Thanks. Basically, I have found that I can get 1Password working properly if I do not turn on Touch ID. As soon as I activate Touch ID within 1Password, at any time, then I am no longer able to gain access to 1Password again, all I get is the lock screen. The happens no matter how I switch to other apps or switch back - such as via simple app switching or killing 1Password and going back. The mere process of activating Touch ID within 1Password seems to trigger a complete lockout from the app. Hope that helps :)

littlebobbytables

You say you've deleted the app many times, have you thrown in a reboot of the entire phone too? It certainly can't do any harm to try anyway.

Normally what you should see is the lock in the middle of the screen before it shifts towards the top with the entire image darkening as if it's in the background. At that point it a small window is meant to appear in the middle of the screen as part of the Touch ID request. Does any of that happen?

For that matter does Touch ID work in Apple's App Store app if you've configured Touch iD there? You should be required to authenticate yourself even for a free app download so you can test it without risking any sort of payment (as well as cancelling without downloading at all).

davidcittadini

Thanks for that. To answer: (a) I have tried a reboot and still have the same problem (b) I see the lock in the middle and it moves to the top of the screen but nothing else happens after that - the entire image does not darken and I do not get a small window appearing in the middle of the screen (c) the Touch ID works perfectly inside Apple's App Store and I can make purchases using Touch ID (and of course I can open the phone with it). So, the problems seems to be purely within 1Password. Thanks :)

littlebobbytables

Hi @davidcittadini,

That is annoying.

Here's what I'd like you to try for us please. Activate Touch ID again and go through the process of launching 1Password, having it reach this bad state and quit 1Password completely. Do this a good couple of times so if anything is being recorded in the logs that we can see it happening. Now I need you to reboot your iPhone. The reason is after a reboot you should be forced to input your Master Password again and that's going to be the one shot you have to deactivate Touch ID and send us the diagnostic report that I hope will give us an idea of what is going on.

I'd like to ask you to create a Diagnostics Report from your iOS device.

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.

Once you've sent the Report a post here with the ticket ID 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!

davidcittadini

OK, I have now done this and the Support ID is [#JMC-65477-675]. I hope that worked :)

littlebobbytables

Hi @davidcittadini,

Well we definitely received your email and we have your log. Unfortunately it looks like the log is reset when you reboot the iOS device and rebooting the device is the only way for you to regain access without deleting 1Password for iOS (which definitely deletes the log). This is getting more annoying. I'm going to pass this over to somebody else on the Monday, see if they can better understand what is going on.

In the meanwhile, and I realise it probably sounds odd, but can you confirm the issue is reproducible from a completely clean copy of 1Password for iOS. So you delete the app, install it again (like I realise you've done a good few times already) but instead of syncing to your Dropbox you create an empty vault and pretty much do nothing but activate Touch ID in the security preferences. I do assume it'll behave the same way, I just want to make sure. Obviously after that you can return to using the Master Password and a synced vault via Dropbox (best to do that from a clean start rather than this test vault though).

I'd suggest seeing if any other Touch ID enabled app is having any similar difficulties but trying to find something free and without any signup hassles is actually pretty difficult.

davidcittadini

Thanks for that :) Mmmmm, sounds like an annoying Catch-22 Situation with the logs...not good...

I have tried your suggestion of using 1Password with a New Vault and, surprisingly, the Touch ID worked perfectly. I could close 1Password and open it and it seemed to work perfectly fine. So, I kept that New Vault and then synced with a Vault via Dropbox and..even more surprisingly..it worked perfectly. So, it seems that if you create a New Vault at the beginning then Touch ID works but if you do not create a New Vault but instead sync from DropBox with an existing Vault then you have a problem. So....in order to get Touch ID working....it seems that 1Password needs to save and internally resolve a local "primary" Vault before it can use a Dropbox Vault. If you do it then Touch ID works, if you don't then Touch ID doesn't work. Hope that helps :)

littlebobbytables

Thank you for reporting back @davidcittadini, I've passed your post to the iOS devs in the hope that helps (and doesn't just baffle them more as it did with me). I don't understand why that should make a difference but there are times, this being one of them, where I think I'm just happy we could get it working for you. I'm glad somebody else has to figure that one out.

davidcittadini

Thanks :)

Ben

On behalf of @littlebobbytables and the rest of the team you are very welcome.