1Password 6.0.2, iOS 9.0.2, iPad Air 2 - slow to open - slight change from previous version

rodney_s

I just installed 1Password 6.0.2 to see if it fixed the slow opening issue with previous versions. Unfortunately, it didn't quite seem to fix the problems.

• The TouchID prompt does come up more quickly now than before. It takes about 1 - 1.5 seconds after launching. That isn't a real issue. However, after recognizing my fingerprint (still almost instantly), it takes up to 25 seconds for 1Password to finish opening. This is worse than the previous time of up to 20 seconds, but at least the initial delay is gone.

• 1Password still seems to crash frequently when opening. After first installing 6.0.2, it crashed when opening, so I uninstalled 1Password, then reinstalled and synced my data with Dropbox again. I enabled TouchID, then exited. It crashed several times while trying to enter 1Password again. The crash, as before, occurs after TouchID recognizes my fingerprint. There is then the long launching delay and it is a toss-up as to whether it will let me in after 20+ seconds or crash back to Springboard. After multiple attempts, it always ends up letting me in.

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1Password Version: 6.0.2
Extension Version: Not Provided
OS Version: iOS 9.0.2
Sync Type: Dropbox

jacmichel

I totally agree with this extensive report.
Exactly similar symptoms on my iPhone 6+ 128Gb with v6.02
Seems the team has troubles solving this.

jacmichel

Surprisingly, it launches smoothly on my old iPad3 64Gb! No crashes, no delay! Just fast!
Suggestion, remove the TouchID facility, go back to the 4digit shortcut and all your team will be relieved! Simple.
TouchID is definitely the problem that causes all the present nightmares to everyone, customers and developers.

robglee

I have the same issues as above. But when I turn off touch login it works fine

jazzbo51

I too, experience the same issues....turning off touch ID kinda defeats the purpose of using it, yes?

rodney_s

The new version does seem to fix using a master password. It works quickly again. However, typing a master password every time I switch between apps to look at something and then come back to 1Password is really annoying. I could set my timeout to be longer than immediate, but that defeats the security of immediate lockout and speed of using Touch ID.

Also, jacmichel, the 4 digit shortcut, while easier to type than the full master password, only works on iPhone, not iPad. I use 1Password much more on the iPad where the web browsing experience on the larger screen is much nicer.

Ben

Hi all,

Thank you for the continued feedback on this issue. It is a very difficult one to tackle because we're unable to reproduce it reliably on any of our test devices.

If you are still experiencing this problem please enable some extra logging and send in a new diagnostic report:

1. Tap on Settings > Advanced > Diagnostics > Log Settings
2. Enable the Log Settings for Lock and UI Lock
3. Kill 1Password and relaunch it.
4. Send in a fresh diagnostic report.

If you aren't familiar with the process for sending in a report, you can find instructions here:

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

kalene

Same issues here. With touchID enable the app will usually crash. Using the password option will work.

MrRooni

Good morning, everyone. With the help of a some of your diagnostic reports I have been able to track down the exact cause of this problem. I'll be working on fix for it - thank you for your patience.

rodney_s

That's great to hear, MrRooni. I look forward to having a properly functioning 1Password again.

I take it that no more diagnostic reports are needed, then?

MrRooni

Good morning @rodney_s. That's correct - I've gotten everything I need. On a related note, w have had some reports of iOS 9.1 clearing up this problem for some people. Once you've updated your device could you test it out and let me know if that's the case for you as well?

rodney_s

Unfortunately, no change for me with iOS 9.1. I started and entered my password the first time after the reboot (1Password had not been running in 9.1 yet) and everything worked find. I exited and tried to enter 1Password with Touch ID. My fingerprint was recognized, 1Password paused for about 10 seconds, then crashed. I tried again and it let me in ~24 seconds after recognizing my fingerprint.

Ben

Thanks @rodney_s. That is consistent with other reports we are hearing as well. We're continuing to investigate.

Ben

rodney_s

I'm just checking in to see if there are any updates on this issue? I've had a poorly functioning copy of 1Password for more than a month now. I know it takes some time to fix bugs, but the lack of updates as to how the fixes are progressing is making it even more frustrating.

I, and likely others as well, would really like some news. Will there be another update to the app soon? And if so, what kind of timeframe is expected for its release?

Ben

Hi @rodney_s,

I'm sorry that we aren't more vocal about progress on bug fixes, but part of the reason for that is that there are a lot of variables. We may think we've found and fixed the problem, only to send it out to beta testing and find that under certain conditions that we did not run into in development it doesn't resolve the problem. Then we may have to start at square one. If we've already told folks we thought we had a fix in place and that it'd be coming out soon... Well, we just don't feel that is the best way to handle such things.

We are admittedly fairly tight lipped but we are definitely working on it, updates will continue to roll out as they always have, and hopefully this particular issue will be resolved in the near future.

Sorry I don't have specific answers to your questions.

Ben

rodney_s

Thanks for the response, Ben. Not what I wanted to hear, but at least it is being worked on.

Ben

You're very welcome. As always, if there is anything else, please feel free to write in. :)

Ben

puder

Same issue here, though no TouchID since I'm using an iPhone 5. 1Password is slow to launch, and it seems to be a variable amount of delay which sometimes takes long enough that it crashes. The crashes correlate to longer delay, so my guess has been that SpringBoard notices the app is stuck and kicks it away from the screen. If it gets to this point, it will not finish launching despite repeated attempts, so I have to force-quit it and then it can launch successfully.

Ben

Hi @puder,

Thanks for the report. Are you using a PIN, or do you always unlock using your Master Password? Do you notice a difference in experience with this issue when using the PIN vs the Master Password if using a PIN?

Thanks!

Ben

edwilk55

I see the last update was 10/29. I'm on an iPhone 6S Plus 128 gig and iOS 9.1. Touch ID is unusable still. Have to use pin only to unlock.

Is there still a fix in the works and do you still need diagnostics to help resolve?

Thx, EJ.

Wanted to add that the pin is sometimes very slow to open the app as well. By very slow, I mean 5-8 seconds for the app to open.

Ben

@edwilk55,

We do have an update in the works that we are hopeful will address this problem. We do not need additional diagnostics at this time.

Sorry I don't have more news to share right now, but an update is coming.

Ben

edwilk55

@bwoodruff, thank you sir.

Ben

You are most welcome. :)