Probs with Touch-ID on iPhone 6 / 1P 6.4.4 / iOS 9.3.4

ruhrgold

Hi there!
I had a problem with the Touch-ID on my iPhone. Every time when tried to unlock 1P via Touch-ID the animation startet on the screen but the box with "Touch ID for "1Password" and the fingerprint" never shows so I was unable to unlock the app via fingerprint. I always had to enter the masterpassword. I tried several ways to solve the problem, but only uninstalling und reinstalling 1P-App solved it. After reinstalling in iOS, I got a sync error with dropbox on my iMac (1P Version 6.3.2 (632000) /1P Extension 4.5.7 /OSX 10.11.6) and I had to locate my primary tresor in the dropbox and resync it again.

Now everything works fine. Hope this may help others

AGAlumB

@ruhrgold: Thank you for sharing that! It sounds like the app may have simply been damaged, so that reinstalling helped. It sounds like you should be all set, but don't hesitate to reach out if we can be of further assistance. We're always here to help! :)

pjjanson

I am unable to open with TouchID and have no idea how to circumvent the problem EVERYONE OF MY PASSWORDS is now locked up and I have no way to retrieve them

rjh

Hi @pjjanson , I'm sorry to hear about your problems with TouchID.
If rebooting your phone doesn't help, try deactivating and reactivating TouchID in your phone's settings. Does that help?

If not, it is possible that your installation of 1Password is damaged.
Did you try deleting and reinstalling the app?

I hope that a one of these suggestions will help with your problem, but if not, please get back to us here — a member of the AgileBits team will soon be around to answer further questions.

Cheers,
Rob

pjjanson

I tried rebooting phone---no luck
I deactivated and reactived TOUCH ID Every other APP responds perfectly but 1P is still locked !!! Now it has been all day working on this calling APPLE to help and nothing has worked ALL MY PASSWORDS ARE LOST FOREVER and I am in tears!!

rjh

@pjjanson , don't fret, we'll get this sorted out. Your passwords are still safe and we'll get access to them.
What other steps have you tried?

• Did you reboot your phone?
• Did you try to reinstall the app?
• If you disable TouchID in your phone's settings, does 1Password then ask you for your Master Password?

Please get back to me on this.

Cheers,
Rob

pjjanson

I did reboot phone twice today

the only thing I did not do was reinstall app only because I was afraid that I would have to delete the current installed/locked version and all my data would be gone. like an idiot I did not keep a hard paper copy of my codes in the floor boards of my home!!!

rjh

Hi again @pjjanson , You can delete the app without fear of losing your data. 1Password stores its data in a separate file.

[Moderator edit: app data is stored separately only with the desktop apps; deleting a mobile app will also remove its data.]

However, having said that, it is always a good idea to make a backup of your data on Dropbox, the iCloud, or better still by using the new 1Password single user account.
Just out of interest – when you open 1Password it should display the fingerprint button and "Cancel".
If you hit cancel, does it ask you for your Master Password?

Cheers,
Rob

pjjanson

I can't back up anything because I can't get into the stored data

on your second point I get nothing but the request for this Master Password I do not remember. no Touch ID Icon or Cancel Option

And now I rec'd an email from Steve who says "Sorry" he is unable to retrieve my data

rjh

Hi @pjjanson , You didn't mention losing your Master Password before. That's a bummer!

If you didn't keep it in a safe place and you are unable to remember it, then Steve is right. 1Password is a secure system which only you can access.
You're going to have to find a quiet room, grab a cup of coffee, or tea, or a glass of Wine/Whiskey — whichever relaxes you most — and reflect upon your forgotten password.
I sincerely hope that it comes to you in a flash of inspiration.

I'm sorry that I couldn't help you further.

Cheers,
Rob

pjjanson

THANK YOU for trying to offer some help

mrparanoid

I'd like to add that this happened to me once - I forgot my master password. Normally I typed my password every day if not more, but then I took my family on a three month vacation during which I never typed it even once. When we returned, I couldn't remember it.

The main thing is to not freak out. :) After a few days, it will start to come back to you. You'll gradually start remembering some bits of it - how it felt to type it, how you settled on that password in the first place, etc. Just relax and let your mind process the situation.

AGAlumB

@pjjanson: If you have really forgotten your Master Password, then I am truly sorry. (Un)fortunately AgileBits has neither your 1Password data nor the Master Password used to secure it, so this isn't something we can 'reset' for you to help directly. However, please try the tips in this guide as they may help you gain access again:

https://support.1password.com/master-password/#recover-your-master-password

If that doesn't help though, you will need to either restore from a backup, sync from another device, or simply start over. Please let me know how it turns out. I look forward to hearing back from you!

AGAlumB

@mrparanoid: This has happened to me more times than I can count...and I expect the frequency will increase with age. :lol:

The good news is that we should not underestimate muscle memory. Once after banging my head against the wall trying to "remember" my Master Password, I went and made a sandwich. Upon returning to the computer, I sat down and typed my Master Password automatically without even thinking. Boy was that weird.

But more importantly, have a Fail Safe. Seriously. A literal safe. Write down you Master Password and keep it with your bank or attorney. After all, your loved one's may need this if something happens to you...and it will help you if it truly vacates your mind one day. :)

Hi again @pjjanson , You can delete the app without fear of losing your data. 1Password stores its data in a separate file.

@rjh: To be clear, this is the case only with the desktop version of 1Password. Deleting any iOS app will remove all of its data. This should only be done as a last resort if you have a copy of your 1Password data somewhere else safe.

However, having said that, it is always a good idea to make a backup of your data on Dropbox, the iCloud, or better still by using the new 1Password single user account.

Also, it's best not to think of iCloud or Dropbox as backups. These are sync services, and as such they will also sync damaged or deleted data. Always save a backup using 1Password's built in feature. It's the only method we have any control over, and the only way to be sure:

1Password backup and restore (iOS)

Please don't take my ranting here the wrong way. Having lost data in the past myself, the idea of this happening to someone else makes me physically ill, so I want to make it absolutely clear that there are steps we can take to protect our important data — and things to avoid to also help keep it safe in the first place.

After a few days, it will start to come back to you. You'll gradually start remembering some bits of it - how it felt to type it, how you settled on that password in the first place, etc. Just relax and let your mind process the situation.

rjh

@brenty Oops!! Damn!!
Thanks for pointing this out.
I was unaware of the fact that IOS (and Android?) will delete my items along with the app. I've read so many cases where deleting the app solved this sort of situation.
So the solution only works if my data was already synchronised to an external server?

Rob

AGAlumB

@rjh: No worries! It sounds like no harm was done, but I wanted to set the record straight just in case it helps anyone. I hope you don't mind, but I edited your original post. I'd hate someone to only read that part and delete their data!

Deleting an app can definitely help in cases where it's damaged, etc. But on iOS and Android we need to make sure we have a copy of the data safely stored elsewhere. There have been bugs where iOS didn't delete the app data along with the app (so that everything was intact after reinstalling it), but that's super rare and not something I'd ever want to count on for my own data.

Having the data stored in Dropbox or iCloud is great, as it makes it super easy to sync everything back after reinstalling. But having a backup (or two, or three) is even better. We really depend on these devices and for the most part they work brilliantly, doing things heretofore thought impossible. But like you and I, and the humans who create them, they are not infallible. Better safe than sorry!