1P iOS Touch ID not showing sometimes

GadgetComa

Every once in a while, 1P on my iPhone 6S Plus doesn't give me the option to unlock my vault using TouchID and I'm forced to use my master password. It doesn't even offer the thumbprint icon that allows me to use TouchID instead of my master password. This happens even if I've used TouchID very recently (i.e., within minutes). So it isn't related to the TouchID time out or a restart. I have Lock on Exit off, Auto-Lock at 10 minutes, Touch ID on, Require Master Password set to never. I've turned Touch ID off and back on. The problem still exists. Any suggestions on how to fix this? (FYI. I'm running iOS 9.3.3 PB 5, but this happened on 9.3.2 also.)

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1Password Version: 6.4.2
Extension Version: Not Provided
OS Version: IOS 9.3.3. PB 5
Sync Type: Dropbox
Referrer: forum-search:1P iOS Touch ID not showing sometimes

jeff_wergeles

I am having the same problem. From time to time the app forces me to enter the master password. The only way I have found to bring back the fingerprint banner or icon is to restart the phone. I will then get the 'Touch ID for Password' banner or the fingerprint icon (not sure why it one sometimes and the other other times) for some indeterminate amount of time before the fingerprint icon disappears again and I am forced to enter the master password as the only means of access. I am also on an iPhone 6S with settings of 'lock on exit' on; 'auto-lock' 10 minutes, 'Touch ID' on, and in advanced settings 'require master password' is set to never. I am using iOS 9.3.2 (13F69).

khad

Hi @GadgetComa and @jeff_wergeles,

Thanks for taking the time to contact us. I'm sorry that you are having some trouble.

The first thing I would try in this case is turning Touch ID off on your device (in the Settings app, not in 1Password). Enroll your fingerprint(s) again, and it should resolve things.

Please let me know how it goes.

GadgetComa

Really? No other apps are having trouble, but I need to do this? I've trained all 5 available fingerprint slots. It's a bit of a hassle to redo all of that. Is this a proven fix?

jeff_wergeles

I kinda agree with GadgetComa, why only this app and why only my iPhone? I don't have this problem with my iPad mini 4.

AGAlumB

@jeff_wergeles, @GadgetComa: You're right to wonder! To be honest, we do too when this happens! It can be a bit confusing (and frustrating), but what you see as the "1Password" Touch ID prompt is a part of iOS that 3rd party apps cannot interact with or access in any way. It's entirely a "black box" from a developer standpoint. We send a request and get a "yep" or "nope" as a response — or, I suppose, no response at all in cases like these.

If you're having trouble using Touch ID and your settings are correct, a Touch ID glitch is causing this. It's a bit counterintuitive, but since the Touch ID setting is trying to store the Master Password hash for you temporarily for it to work, if there's a problem with Touch ID it can cause a Master Password issue like you're describing, since it isn't being stored properly.

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 to get it working. Just follow these steps:

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! :)

GadgetComa

Thanks @brenty. I appreciate your help with this alternative to resetting TouchID completely. I'll give it a try and watch to see if the problem persists.

jeff_wergeles

Thanks, @brenty, I'll give it a try.

AGAlumB

Any time! Be sure to let me know how it turns out. I've had success with that in every case that didn't involve Touch ID being broken completely on the device, so I've got high hopes for both of you! :chuffed:

jeff_wergeles

@brenty, two days in and everything is working fine. Thanks.

Ben

Excellent. Thanks for the update @jeff_wergeles. Glad to hear that you're back up and running. Sorry for the inconvenience.

Ben

GadgetComa

So far, it's been working correctly for me too.

Drew_AG

That's great news, I'm really glad to hear it! Hopefully it continues to work perfectly for you from now on, but if it starts to be a problem again, just let us know and we'll continue from there. Cheers! :)

jeff_wergeles

@Drew_AG The gremlins are back. No fingerprint access again and this time even shutting the phone down and turning it back on didn't bring back Touch ID. Now what?

Megan

Hi @jeff_wergeles,

We released an update to 1Password for iOS yesterday. Can you confirm that you’re using the latest and greatest version of 1Password, just to ensure that we’re all on the same page?

You can find 1Password’s version information on the Settings screen, below the ‘Recommend 1Password’ option.

jeff_wergeles

Hi @Megan, I am using 6.4.3, the version that was updated yesterday. Last night I went through the procedure outlined above by @brenty and things seem to be ok today.

AGAlumB

Excellent! Thanks for the update. I'm glad to hear that helped. It sounds like you should be all set, but don't hesitate to reach out if you run into any more trouble We're here for you! :)

BroAsif

@brenty I've tried the steps mentioned earlier and my device still does not show TouchID. Please advise. Thanks

AGAlumB

@BroAsif: Unfortunately without some basic information it's hard to say what might be going wrong and how we might right it! Please tell me the OS, 1Password, and device versions you're using, the exact steps you're taking, and what is (or is not) happening the way you expect so we can figure out the best plan of action:

Find your version

The more information you can give, the better. For instance, by "doesn't show Touch ID", do you mean that 1Password does not have a Touch ID option in Settings > Security? If so, that's because iOS isn't telling 1Password that this feature is supported and enabled. Let me know what you find!

BroAsif

Hi Brenty, my OS is10.2.2. It's as you say, I cannot see the TouchId option under security>settings and I'm assuming that's the reason I do not see Touch ID option on the main screen ehen I log on. Re: instructions, I followed what you advised back in July 2016 to @jeff_wergeles and @GadgetComa.

BroAsif

Got it working. Thanks. Disabled and enabled in 1Password seems to have done the tricks

Ben

Thanks for the update @BroAsif. :) If there is anything else we can do, please don't hesitate to contact us.

Ben