Touch ID is not working

warren_eck
warren_eck
Community Member
in iOS

I have iPhone 6 and iPad Air 2, both with activated Touch ID. I tried to set up Touch ID for 1Password following steps in guide but I am not getting the option to use Touch ID. I still have to use the master password to get into the app. What am I missing

Comments

  • Ben
    Ben

    Hi @warren_eck,

    Thanks for taking the time to write in. I suspect you are running into the same issue as another poster that I just answered here. Could you please read through that post and see if the steps provided resolve the problem for you?

    Thanks!

    Ben

  • IndigoLightning
    IndigoLightning
    Community Member

    Hi Warren,

    Your problem may be similar to mine, in that the "open with Touch ID" would never appear when I tried to open 1 Password on my phone (6, running IOS 9.1). This is how I solved it:

    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
    Ben

    Hi @IndigoLightning,

    Thanks for sharing your experience. We would recommend backing up following these instructions prior to completing the steps you have listed.

    Thanks!

    Ben

  • IndigoLightning
    IndigoLightning
    Community Member

    Excellent instructions. Thanks.

  • littlebobbytables
    littlebobbytables
    1Password Alumni

    I'd say some excellent investigative working on your part @IndigoLightning. I've never used a 4 digit PIN so I accidentally missed this entire scenario. At a guess impossible to easily reproduce as once you've corrected the error you would be unable to return to a state where it was broken. You've got to love this little oddities with updates eh? :lol:

  • IndigoLightning
    IndigoLightning
    Community Member

    It's the oddities that make it interesting. ;) ... I don't say my solution is the only solution, but I am quite happy to have found one that works; no more tug of war with the Touch ID.

  • AGAlumB
    AGAlumB
    1Password Alumni

    @IndigoLightning: Indeed, thanks for sharing! It seems to me from descriptions and my own experience that there may be some issue with iOS settings being invalid, which is why resetting Touch ID completely can help. Recently I encountered a similar problem after having to restore my iPhone from an iCloud backup. Did something similar precipitate this on your end?

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