Problems with Touch ID on my iPad 4

hspoof
hspoof
Community Member
in iOS

Hi! When I try to enter 1Password on my iPad with Touch ID it just makes a short flash and then immediately close down

1Password Version: 6.4.1
Extension Version: Not Provided
OS Version: iOS9.3.2
Sync Type: iCloud
Referrer: kb-search:touch id, kb:touch-id-faq

Comments

  • AGAlumB
    AGAlumB
    1Password Alumni

    @hspoof: I'm not sure I understand completely. Do you mean that the Touch ID prompt is closing, or 1Password is closing? Be sure to restart your iPad to see if that helps, and let me know!

  • hspoof
    hspoof
    Community Member

    Ok, what I mean is the following. When I touch the 1Password icon on the iPad it will open a small window on top of the screen where you normally enter the master password. The small screen ask to press the Touch ID button. When I do, the 1Password is closing down or actually it does't open at all. Restarting the iPad did not help.

  • AGKyle
    AGKyle
    1Password Alumni

    Hi @hspoof

    Out of curiosity are you touching the screen or the home button for Touch ID?

    I've seen this a few times where there has been confusion and the user touches the Touch ID icon on the screen. Instead you want to put your finger on the home button like you do for unlocking your iPad.

    Not sure if that's what's happening but given the fact I stumbled my way through some support tickets with this happening to users I figure I can at least suggest it as an option, even if it sounds crazy :)

    If that's not it, are you tapping the circular icon by the Master Password entry that looks like a fingerprint?

    Sorry if this all sounds crazy but we're struggling to visualize what's happening :)

  • hspoof
    hspoof
    Community Member

    Hi

    Yes, I'm touching the home button and it works fine when I unlock my iPad.

    I have attach a screen shot of the view I get after tapping the 1Password icon. And now after touching the home button 1Password will close down.

    If you don't get the attachment, could you please give me an e-mail adress where to send it. A free translation from Finnish is:
    Touch ID for program 1Password
    Open 1Password
    Cancel

  • AGAlumB
    AGAlumB
    1Password Alumni

    @hspoof: Thanks for clarifying! Just to make sure I understand correctly:

    1. You open 1Password and see that screen with the Touch ID prompt
    2. You place your finger over the home button/Touch ID sensor on your iPad
    3. The Touch ID prompt goes away, and then you're asked for the Master Password

    If that's the case, it sounds like there may be a Touch ID glitch. 1Password doesn't have any control over the behaviour of Touch ID since that's handled by iOS. You may be able to simply restart the device or re-set Touch ID (turn it off and then back on) to get it working, but there are a few other tips that you can try:

    1. Go to 1Password Settings > Security and disable Touch ID
    2. Go to iOS Settings > Touch ID & Passcode
    3. Enter the device passcode
    4. Disable the "Use Touch ID for" settings
    5. Hold the Sleep/Wake button and "slide to power off"
    6. Hold the Sleep/Wake button to power the device back on
    7. Unlock it with the device passcode
    8. Go to iOS Settings > Touch ID & Passcode
    9. Enter your device passcode
    10. Enable the "Use Touch ID for" settings
    11. Go to 1Password Settings > Security and enable Touch ID

    Please let me know how it turns out. I look forward to hearing back from you! :)

  • hspoof
    hspoof
    Community Member

    No change after doing points 1 - 11, and just a small clarification to the beginning of answer:

    1. You open 1Password and see that screen with the Touch ID prompt
    CORRECT

    2. You place your finger over the home button/Touch ID sensor on your iPad
    CORRECT

    3. The Touch ID prompt goes away, and then you're asked for the Master Password
    ACTUALLY NOT, the prompt goes away and 1Password shots down. It doesn't give me the possibility to give the Master Password, unless I select Cancel from the prompt.

    How about uninstalling / reinstalling the 1Password from my iPad? I have paid 9,99 € for the Pro Features. Do I lose them when I reinstall the 1Password?

  • Ben
    Ben

    Interesting. Reinstalling would probably resolve the issue. If you reinstall using the same Apple ID as you used to purchase the Pro features those will be retained. It wouldn't hurt to make a backup of your data before doing so, though:

    Creating and restoring 1Password backups in iTunes (iOS)

    I hope that helps!

    Ben

  • hspoof
    hspoof
    Community Member

    Reinstalling didn't help!
    What next ???

  • AGAlumB
    AGAlumB
    1Password Alumni

    @hspoof: That's very odd. I'm sorry you're still having trouble with this! At this point, the best thing to do will be to do the following:

    1. Enable logging (in 1Password Settings > Advanced > Diagnostics > Log Settings, enable App, Keychain, Lock, and UI Lock.
    2. Restart your iPad
    3. Try unlocking with Touch ID to reproduce the same issue
    4. Unlock with your Master password and send a diagnostics report to support+forums@agilebits.com so we can look at the logs to determine exactly what is happening:

    Sending Diagnostics Reports (iOS)*

    Just be sure to include a link to this forum thread and your username in the email so we can 'connect the dots'. Also, knowing your timezone and the date/time of the incident will help us find it in the logs. We will get to the bottom of this! :)

This discussion has been closed.