Master Password won't unlock iOS app

kpbrunner

I updated to iOS 11.2.6 on my iPhone 8 yesterday, and I am running the most up-to-date version of the 1Password app. After the iOS update, I no longer have the option to unlock 1Password on my iPhone with TouchID, and my master password (which I know is correct) won't unlock the app either; I get a message to "Please try again." 1Password still opens and unlocks using the same Master Password on my computer and in my computer's browser extensions. Has anyone experienced the same issue? Any solutions?

---

1Password Version: 7.0.5 (iOS)
Extension Version: Not Provided
OS Version: iOS 11.2.6
Sync Type: Not Provided

Ben

Hi @kpbrunner

It is possible that your iOS device has a different Master Password to unlock 1Password than your computer. Do you have all of your data on your computer? If you do I’d recommend uninstalling 1Password on the iPhone and reinstalling, re-establishing the same 1Password.com account or sync service that you use on the Mac. :)

I hope that helps!

Ben

kpbrunner

No, the Master Password is the same on all my devices. This happened with the last iOS update as well, and uninstalling and re-installing did fix the issue last time, but I was hoping to avoid that. Having to uninstall and re-install 1Password every time there is an iOS update could get a little old...

Ben

@kpbrunner

I understand your position but I don't have another suggestion to offer. I can't say that we've had any sort of widespread report that Master Passwords have stopped working after an iOS update, and there isn't any other way to move forward if you are unable to unlock the app. We'll certainly continue to keep an eye out for such reports. We have a large team of folks here that use iOS, and keep up to date, and will keep an eye on our own devices as well.

Ben

nolith

I had exactly the same issue.
My fingerprint reader was covered by some greasy dirt and failed to read my finger 5 times.

all the apps disabled touchID, once rebooted the iphone 1password was the only one still not allowing to use touchid.

master password was always failing, but it worked on my mac.

The funny fact is that deleting the apps and re-installing again I was prompt the password for my family and business subscriptions (the phone remembered the accounts) and both worked with the same master password that was failing.

I'll suggest you to try locking the touchid and test this yourself, 'cause there's clearly a bug there.

AGAlumB

@nolith: There isn't, and we haven't changed anything in this area. Touch ID is disabled for me whenever I restart my iOS devices, and I go through this a few times a week. I'm not able to reproduce what you're describing and we haven't had others report this in the months since the latest version of 1Password for iOS was released either. Do you have a Primary (local) vault on any of your devices? That's one thing we do see fairly often, and can cause some confusion in this area. Let me know what you find.

nolith

I tried to reproduce this right now and wasn't able to.

But I have to report a strange difference since my last lock (maybe it's coded this way).

1. I used another finger 5 times until the iOS disabled TouchID at OS level.
2. the I used the master password, and it worked
3. then I locked the iPhone and unlocked with the passcode
4. now TouchID was enabled in 1Password

When I was locked out yesterday, even after providing the iPhone passcode, 1Password was still refusing to use TouchID.
This can be due to the fact that I was able to log-in during step 2 maybe, I'm just reporting.

Unfortunately, I can't check if I had a local account before getting locked-out. If it gets created automatically during the first setup maybe, but I can't remember. It was too long ago

AGAlumB

@nolith: Touch ID should be enabled after you unlock with the Master Password, unless you turn it off again in 1Password Settings > Security.

Local vaults aren't created automatically. You'd have to set one up in the app, either from the initial setup screen or in 1Password Settings later on. Do you have any 1Password data in Dropbox or iCloud?

nolith

Do you have any 1Password data in Dropbox or iCloud

No. Only a Family and a Business subscriptions

In any case, the app works as intended, and I wasn't able to reproduce this again.

Maybe I created an empty local vault with some weird master password and forgot about this.

Thanks for your time @brenty :+1:

Ben

Thanks for the update @nolith. Please do let us know if you find out any further about what might’ve happpened here.

Ben