Cannot get Touch ID to work

xandarar

I've read the forums, followed the instruction of resetting everything, but cannot get one touch to work with 1Password. It l sooks like everything is set up, but when I launch 1Password I get the screen: Master Password and the icon for 1Touch, I click on the icon, then get screen with red dot, Touch ID for 1Password, and Cancel. I apply finger to home key, and it takes me to regular log-in 1password window for 1Password.. Obviously I am either missing a step or not completing the selection to use 1Touch. Granted, 1Touch is sometimes quirky, not alwys working when I launch the iPhone, but I just re-do and then it works fine for awhile. It's as tho it "forgets" my fingerprint after awhile.

iPhone 5S, iOS 10.2
macbook air - Yosemite 10.10.5

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1Password Version: 6.5.1
Extension Version: 4.6.2
OS Version: 10.10.5
Sync Type: /dropbox
Referrer: forum-search:1P iOS Touch ID not showing sometimes

MrRooni

Good morning @xandarar. Thanks for taking the time to write in here. I'm sorry for the trouble you're having with Touch ID on your iPhone. It sounds like Touch ID may be hitting some sort of error condition under the hood. It would really help if I could get a peek at what's happening. The best way for me to do that is via a diagnostic report, which I'd like you to create from your iPhone:

Sending Diagnostics Reports (iOS)

Attach the Diagnostics Report(s) to an email message addressed to support+forum@agilebits.com.

Please do not post your Diagnostics Report(s) 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(s) 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(s) and ensure that this issue is dealt with quickly. :)

Once I see the report I should be able to better assist you. Thanks very much!

xandarar

Here is report number: support ID is [#ILE-74271-733

Ben

Hi @xandarar,

It looks like MrRooni replied to you via email, but we haven't received further response from you yet. Did you receive MrRooni's email? :)

Thanks.

Ben

ref: ILE-74271-733

xandarar

I did receive it and I did reply, as requested, with 2 different sets of diagnostic reports, the most recent on the 1st. I am waiting for a response from him.

MrRooni

Good morning @xandarar. Thanks for following up here. Your diagnostic report came in as a separate thread so I didn't see it right away. Responding now! :)

MrRooni

Good morning again, @xandarar! I've gone through your updated Diagnostic Report with a fine-toothed comb and I think I see the problem. Let me give you a rundown of how it should be working and then you can tell me how that compares to what you're doing:

1. When 1Password launches and Touch ID is enabled you will automatically see a prompt to unlock with your fingerprint.
2. If there was a problem displaying the Touch ID prompt or if you tapped the Cancel button on the Touch ID prompt you will see a screen with both a Master Password field and a Touch ID button. Tapping the Touch ID button will display the Touch ID prompt again:
   
3. If you choose to type in your Master Password and you enter it incorrectly, Touch ID will be disabled until you enter your Master Password correctly.

From your logs I saw multiple times where you were in the mode shown in the above screen shot and, I believe, entered your Master Password manually instead of tapping the Touch ID button to bring up the prompt again.

Does this help? If not, let me know where you're seeing a disconnect and we'll dig in some more.