Ipad requires a hard reset when going into lock state with 1Password active.

PWatson
PWatson
Community Member
in iOS

When using 1Password on my ipad. If the application is active and the ipad allowed to lock. The ipad becomes unresponsive the home button does nothing and a hard reset of the device is required. Is there a solution to this.

Comments

  • Ben
    Ben

    Hi @PWatson,

    Thanks for taking the time to write in. I'm sorry to hear about the trouble. I can't say I recall hearing about such an issue before. Could you please provide us with some information:

    • What device are you experiencing this problem on? (e.x. iPad Air 2)
    • What version of iOS is on the device?
    • What version of 1Password is installed?
    • Does this problem occur every time 1Password is open and the iPad locks, or only sometimes? Does it happen if you manually lock the iPad with the lock button, or only if the timeout occurs and the iPad automatically locks?
    • Does the freeze occur when the device locks, when you go to unlock it, or after you've unlocked it? What image is frozen on the screen? (e.x. do you see 1Password, or the iOS lock screen? If you see 1Password, is it at its lock screen, or where you left off?)

    Thanks!

    Ben

  • PWatson
    PWatson
    Community Member

    Hello Ben,

    Thanks for getting back to me.

    Device and software details.

    iPad mini ( Version 2)
    IOS 9.2
    The latest app store version ( 6.1.2 )

    If the iPad locks either manually, if I close the case or if the iPad lock settings timer triggers a lock, then I now realize that the device does not always become unresponsive. However I have noticed it does this consistently in the following scenario.

    1. The 1Password application is the active application on the iPad and displayed on the screen,
    2. The iPad which is set to lock after two minutes locks.
    3. The 1Password software is set to lock after 10 minutes.
    4. If the 1Password lock timer exceeds 10 minutes whilst the iPad is in standby, I assume the software locks. When I then try to wake the device I am prompted for the iPad unlock pin. This is accepted but the screen is black and the iPad unresponsive. I then need to reset using the home and power button.

    Hope this helps.

    Regards
    Paul

  • ag_kevin
    ag_kevin

    Hi @PWatson,

    I'd like to ask you to create a Diagnostics Report from your iOS device. First, let the situation occur again. Then, after restart, please make a report as described 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!

    Cheers,
    Kevin

This discussion has been closed.