Touch id

rwinthenorth

Touch ID never works anymore on my iPhone 5s running iOS9.2. Actually it stopped working on the first 9.1 update. I have looked at all the discussion boards. Nothing. Touch ID only works when the app is open and I move away from it for a while and it locks, but my preference is not to have to have the app running in the background. Please help.

LauraR

@rwinthenorth - I'm so sorry you are having a problem using Touch id in 1Password. Please can you try the following -

• In the 1Password app, go to Security settings and toggle Touch ID to OFF.
• Restart the 1Password app -
• To do this, double tap on Home button, and you should see all running apps.
• Swipe up on the 1Password app so it flies off the top of screen.
• Then tap on Home button again, and run the app again.
• Go back into the Security settings and toggle Touch ID back to ON.

Please let us know if this helps.

rwinthenorth

Nope. Didn't work. Still don't have Touch ID.

Ben

Hi @rwinthenorth

Sorry to hear this is still not working. I'd like to ask you to create a Diagnostics Report from your iOS device:

https://support.1password.com/diagnostics/ios.html

Attach the Diagnostics Report to an email message addressed to 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.

You should receive an automated reply from our BitBot assistant with a Support ID number. Please post that number here so we can track down the report and ensure that it is dealt with quickly. :)

Once we see the report we should be able to better assist you. Thanks very much!

Ben

rwinthenorth

support ID is [#QBA-72754-853].

Ben

Got it. Thanks! We'll review the report and get back to you via email ASAP.

Ben

nick_blick

I get a similar problem with Touch ID. I find that if I tap cancel on the dialogue box for Touch ID on launching the app, it will then stop asking for Touch ID to unlock until I restart the device, open the app once enter my password and then lock it again.

Ben

Hi @nick_blick

Which version of the app do you have installed?

Thanks.

Ben

nick_blick

6.0.1
I'm using iPhone 6s

Ben

Hi @nick_blick

We just recently released 6.0.2 and I've heard reports from some folks of it helping in this regard. Could you please try updating and see?

Thanks!

Ben

nick_blick

Brilliant, now that there's a little fingerprint icon to choose to use Touch ID at login this seems to be working out for me just fine. Thanks for keeping me updated.

Ben

Perfect. Thanks for the update @nick_blick! Glad to hear the update helped. If there is anything else we can do, please don't hesitate to contact us.

Ben

Arun H

Hi,

I have the same issue. I am using an Iphone 5s 1password version 6.0.2, ios version 9.0.2. I've lost Touch ID. I went through the steps detailed by Laura above, and it does not help. I've sent a diagnostic report by email. Support ID is [#WQW-11328-112].

Ben

Thanks, Arun. We received your report and will respond via email.

ref: WQW-11328-112

Ben

davidruk

Hello. I'm using a 1password 6.0.2 on a new iPhone 6s. It's been working perfectly until I just upgraded IOS to 9.1. Now I don't get the option to use touch ID to log in. I've turned the option off, 'slid' the app up off of the screen and turned it on again but no such luck. My diagnostic report is [#KXH-93188-573].
Thanks in advance.

=====

Update (a little later!):
Just to follow up on this I believe it’s working again. In the security settings page if I select ‘Lock Now’ I have to enter my password manually. There’s no option to use touch-id. This is where I was getting frustrated.

If I then enabled ‘Lock on Exit’ and go back to the apple home screen - and then launch 1password I can use touch id.

So I think it’s working as it should.

Arun H

I reinstalled the app. It is now behaving as @davidruk describes above. "Lock now" requires the master password to be entered, but touch ID seems to work in other cases.

Ben

Hi folks,

The Lock Now button does indeed clear the Master Password from the iOS keychain, and it isn't added back until you unlock 1Password using the Master Password. As such Touch ID cannot be used until you've first logged in again with your Master Password.

It is working as intended. :)

Thanks!

Ben

magaretz

Touch ID works fine on my 6S. Does Touch ID work with other app besides 1P?

Ben

Hi @magaretz,

I'm not entirely sure I understand the question, but if you are asking if other iOS apps offer the ability to unlock using Touch ID: yes, I have a number of apps that offer Touch ID as an option installed.

Thanks.

Ben

rwinthenorth

I am the OP who first brought this up. On my 5S, I have found that deleting the app and re-installing like a few other people have had done the trick. Security settings are set to Lock on Exit - On Auto-Lock 10minutes Touch ID is on.

Ben

I have found that deleting the app and re-installing like a few other people have had done the trick

Perfect. Thanks for the update! If there is anything else we can do, please don't hesitate to contact us.

Ben

IndigoLightning

I had a similar issue and found this to be fix after updating my iPhone 6 to 9.1:

First, address a "hidden" issue in Touch ID:

• Go to Touch ID
• Delete finger prints
• Turn Passcode Off
• Turn the phone off
• Turn the phone on
• Go to Touch ID and Turn On Passcode
• Enter a passcode
• Add your finger prints

The default passcode length for previous versions of the IOS is 4. The default in the most recent devices is 6. Touch ID is expecting to find a longer passcode so when it doesn't find it, it's not opening the phone.

BACK UP YOUR VAULT TO DROPBOX (OR ICLOUD). If you have MORE THAN 1 VAULT, back up ALL THE VAULTS.
(As you have two devices, you probably have your vaults sitting on the cloud, which should be sufficient as long as you complete the steps one device at a time. )

Delete 1 Password
Download 1 Password again
Choose to sync to an existing vault
Enter you master password so 1 Password can sync. Once the sync is complete,
Choose settings (gear icon), then Security
Toggle Touch ID on

FYI: I tried doing the first step without re-installing 1 Password but it didn't seem to help. That's when I decided to re-install. This resolved the issue for me. I hope it helps you.

Best,

Indigo

Ben

We would recommend backing up following these instructions prior to completing the steps Indigo has listed. :)

Thanks!

Ben