Touch ID intermittently doesn't show up.

rdorfman
rdorfman
Community Member
in iOS

I have an iPhone 6s up-to-date with iOS. I have Touch ID enabled for both the phone and 1Password. It usually works. However, for the second time in 6 weeks, I'm always prompted to enter my master password although I haven't restarted my phone. The first time it lasted for bout 2 weeks, then suddenly started working. It's just started again. I was in 1Password, then switched to another app. When I switched back I was prompted for the master password and am no longer prompted for Touch ID. When I try to use the extension, I get the 1Password window with the lock button towards the top, but the middle where the Touch ID dialog usually shows up is blank. Touch ID continues to work normally for the phone itself. And I have checked the 1Password security setting; it is still enabled for Touch ID.

1Password Version: 6.1.2
Extension Version: Not Provided
OS Version: iOS 9.2
Sync Type: Dropbox
Referrer: forum-search:touch id intermittently doesn't show up

Comments

  • Ben
    Ben

    Hi @rdorfman,

    I'm sorry to hear about the trouble with Touch ID. It sounds like your settings should be right, so I'd like to take a look under the hood and see what is going on. 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

  • rdorfman
    rdorfman
    Community Member

    Thanks for the quick response. I've submitted my diagnostics report as advised. The support ID is [#PBG-72632-454].
    Regards,
    Robert

  • Ben
    Ben

    Thanks, Robert! I've flagged your report for the appropriate follow-up. We'll continue the conversation by email.

    Ben

    ref: PBG-72632-454

This discussion has been closed.