Touch ID stops working after a while



  • It just happened. Detailed email with diagnostics and screen shots on its way to support email.

  • ag_anaag_ana

    Team Member

    @adam1991 thank you for the update! We have received your email and we will get back to you over there as soon as possible.

    Thank you for your patience!

    ref: NEA-37616-327

  • ok, I have updated and I have an eye on it. So far, so good, not broken since yesterday. I have tried to force what you propose (leave it open, sleep, awake) and no luck.
    I'll produce a screenshot when it happens + diagnostics report.

  • brentybrenty

    Team Member

    Sounds good. While on the one hand we don't want it to break, if it does that could give us more information. :)

  • Hi, just to say that this issue has not happened since last weekend. I keep looking for it.

  • brentybrenty

    Team Member

    Thanks! Keep us updated. And especially be sure to note the details and send diagnostics if you encounter a similar issue after updating to the upcoming stable release. :)

  • Hi, this is just to say that since my last message I have not suffered this problem again. Either for upgrading the version or for any other reason I don't know, this is working perfectly now.

    Thanks for the help.

  • brentybrenty

    Team Member

    Thanks for the update! I'm glad to hear it. It sounds like you should be all set, but we're here if you need us. :)

  • Dear All,
    I to have the same issue. I am running High Sierra 10.13.6 on a macbook pro, and since upgrading from one password 7.2 to 7.3 the touch ID is greyed out in the preferences section of one password. Cannot enable it. Each time i open 1password i have to type in my password.

  • brentybrenty

    Team Member

    @Geneticist: Thanks for getting in touch! As mentioned above, updating macOS is a good first step since Touch ID has been more reliable since the release of Mojave last autumn. But if you're still having trouble, disabling Touch ID completely in 1Password and System Preferences, restarting the Mac (after applying any updates), and then setting it up again should do the trick. Let me know how it goes. :)

  • Hi again, bad luck... the problem has started again.

    It happened yesterday. I unlocked 1P with the password, then I locked it and restarted it: Again it requested password with no option for fingerprint. At this moment, it never offers the option to use my fingerprint, so it may be a good moment to track what is happening.

    Before this started happening, I had used the mac the day before and just closed the lid. 1password was not open.

    As discussed, see attached the screenshot of the login screen when I press cmd+shft+ç.

    I have sent the diagnostics report to the support email.

  • LarsLars Junior Member

    Team Member

    @anprieto - earlier in this thread, you said "I have updated." Can you tell us what version specifically of macOS and of 1Password for Mac you're currently running (as well as your browser(s), I suppose)? Thanks.

  • @Lars, see here:

    1Password 7 / Version 7.3 (70300020)
    Mac OS Sierra 10.12.6 (16G1918)
    Chrome Versión 74.0.3729.169 (Build oficial) (64 bits)

  • LarsLars Junior Member

    Team Member

    @anprieto - I'm going to be as straightforward as I can with you here, since you've stuck with us patiently in this thread for this long and provided some good, concrete feedback about what's happening. I think I may have misunderstood you earlier; I thought you might have upgraded your version of macOS, not just updated 1Password 7.

    I'm sorry this issue has continued to plague you intermittently, but from where we sit, here are the practical considerations, based on what you've told us so far:

    1. This issue is intermittent. By your account of it, sometimes it goes away for a significant time, then it returns.
    2. The affected component is Touch ID, not anything that is a data access or security-related issue.
    3. You are using the very oldest version of macOS which the current version of 1Password 7 for Mac will support.
    4. A low-and-declining number of Apple users continue to use Sierra today (under 12% and falling, as of May 2019)
    5. We don't have a lot of similar reports from other users of the 7.3/Sierra combination.
    6. Apple's implementation of Touch ID was notably less robust two years ago in Sierra than it is today.

    That's why our advice to someone experiencing such a problem (advice which we in fact did give you earlier) would be to upgrade to at least macOS 10.13 (“High Sierra”), and preferably all the way to macOS 10.14 (“Mojave”), because we've had no reports of similar issues with macOS 10.14 (“Mojave”). But you've told us that you aren't interested in upgrading to any newer version of macOS. That's your prerogative, but what that means is that this issue is among the most difficult-to-troubleshoot items of all (an intermittent one), which appears to affect only one user so far, and only on the oldest OS we support...and it may or may not turn out to be a bug within 1Password that we can do anything about. Even if it IS something that's "our fault" and we can do something about, it may wind up being an unsatisfactory (for you) length of time before anyone is able to devote the bandwidth/developer hours to it to fix it if it is a Sierra-specific 1Password bug.

    In other words, we support macOS 10.12 (“Sierra”) in 1Password 7 for Mac and thus, if you would like to send in a diagnostics report, we'd be willing to have a look to see whether anything specific jumps out at us that might explain the issue. Beyond that, however, while I'd like to tell you: sure, we'll quickly patch up any genuine bugs we find, the reality is that with a 45%-and-climbing share of the macOS market, ensuring compatibility with Mojave (and the upcoming Catalina) has to be our primary concern/objective, along with our own internal objectives for 1Password, refinements, new features, etc.

  • Thanks for such a long committed answer.
    Reason for not upgrading is that my previous experience with upgrading OS says that some things stop working correctly. In my previous Mac, Bluetooth has been started to mix with wifi and the latter became spotty. This was well reported by tons of users and Apple never solved it. I think that upgrading to the maximum level within Sierra makes sense, if you want to keep the Mac 2orking well and secure enough. Not beyond. I think that a 2 yr old mac should be well supported.

    I have sent in a diagnostic report earlier today.

    All things considered, I may think of upgrading but I would really appreciate if you could help me stay with the current os.

    Thanks in advance

  • LarsLars Junior Member

    Team Member

    @anprieto - Since you've already sent in a diagnostics report and you're being assisted by another colleague via email, and since this may very well involve details of your personal 1Password setup that should not be on this public forum, let's keep the conversation going via email instead of in multiple places at once. Thanks. :)

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