Touch ID unavailable, Master Password required [under investigation]

@baramuro: Ah, I'm sorry if I missed that. If you haven't already, definitely try reinstalling 1Password as suggested earlier (be sure to backup any local vaults first), as that has resolved the issue entirely for quite a few people. But if that hasn't helped, definitely follow Lars'(s?) instructions above to send diagnostics so we can investigate. Either way, we'll get this sorted out for everyone!

Great, thanks for the update @baramuro. Glad to hear that helped.

Ben

@raster, @sniem: I've merged your comments with the existing discussion on this iOS 11 issue.

Have you tried either of these workarounds?

1. Reinstall 1Password from the App Store (be sure to backup any local vaults first)
2. Use 1Password Settings > Advanced > Security > Require Master Password > Never — does Touch ID work for you then?

I wanted to comment here since I've spent some more time looking into this. Sorry for the delays on action on this one. It's not that this isn't a serious concern for us, it's simply that there doesn't appear to be a really good reason for why or how we're seeing it. We can't recreate the issue on demand, which means we're at the mercy of time during testing.

The thing that is going wrong is related to how we determine if a reboot has occurred. For those of you who have "After Device Restart" set for Require Master Password, this means anytime a reboot is detected we clear your Master Password from the iOS keychain, which promptly disables the ability to use Touch ID. For those who have this setting set to Never, you'll see you have to tap the icon to bring Touch ID up when you reboot the device.

We're getting incorrect detection of reboot.

To detect reboots we ask iOS for the device's uptime. This uptime number is then stored and we calculate the uptime every time our lock service needs to compare these. If they differ by more than 5 seconds then a reboot has occurred.

To be clear, there is no request we can make to iOS to see exactly when the device has been last rebooted. So we're on our own here and have to work within the limitations we have. Using "uptime" is the only clear way to do this then.

The real problem is then that we're getting different numbers from the uptime calculations and those numbers differ more than 5 seconds. Sometimes it's 10 seconds or thereabouts, and for others we're seeing differences of 200+ seconds.

We can "accept" 10 seconds, but we can't accept something like 20 because that's a legitimately reasonable time that a reboot could occur. So if we accept 20 then we'd have the reverse situation where a reboot did occur but Touch ID still works. And 200 seconds is just plain never going to be considered.

Hopefully this is reasonably enlightening as to why this is a troublesome issue to fix.

• We can't recreate it on demand, which makes debugging it really difficult
• The numbers we are getting are partially reasonable, but others are orders of magnitude off what we could call reasonable
• The more we bump the accepted difference the closer we get to making the feature break in the opposite direction
• We have no idea why we're getting different numbers in some cases, it's rather unexplainable.

So there's no real easy fix to this, it's not something we can just spend a day on and tada it's working again. If we make a change on our side it often takes a day or more just to see if that change made a difference or to test a new theory.

That said we are doing our best here, but so far we've come up with ideas for what could be going wrong but nothing concrete. Our last change did not fix anything unfortunately so we're back to the drawing board again.

We are really sorry that this has somehow happened, nothing in this code has changed at all since this started happening. So it's really quite a head scratcher since nothing we changed caused this to happen, it just started happening randomly. We'd like nothing more than to get this fixed as well. We are experiencing the same problems you all are so we're incentivized to fix it for ourselves as well, unfortunately that doesn't make the weird issues any easier to understand :)

@sniem -- you mean even if you change the timeout to "Never" and force-quit, then restart 1Password for iOS, you get no change? Still have to enter your Master Password?

@sniem -- that's correct. As mentioned earlier in this thread, there is currently a bug that is playing havoc with the sensing of when a restart has occurred which affects the availability of TouchID if you have "After Restart" chosen as your preferred timeout method in Settings > Advanced. We're aware this isn't the desired behavior and we're working on a fix for it, but for now this is the "correct" behavior in the sense that it's what is expected due to this bug. We don't have a fix available for it other than to suggest you switch to "Never" -- which should allow you to continue using TouchID if it is critical to your workflow. Sorry for the inconvenience, and keep an eye on updates for a resolution to this problem.

@sniem - hey, no problem! I'm sorry we don't have a reliable fix for this out already, but stay tuned for updates -- you're definitely not the only person affected. I actually got hit with this one myself, as I have my 1Password for iOS settings set to "After Restart" for requiring Master Password.

Sorry @JimH

This is a particularly difficult issue since it doesn't really have a real solution. See my previous post above for some technical details. To be clear, we are still working on this, and we hate it as much as you all do, but it's not an easy thing to fix.

@masterzone - thanks for helping look into this. We're already well aware of what's going on, and as AGKyle said, working on a fix. I wish we could give you a timeline of when things might be available, but unfortunately squashing bugs doesn't work like that. Keep an eye on our updates, and if you want a workaround, switch your settings in Settings > Advanced to "Never" temporarily.

@masterzone - thanks so much for the kind words!

@douglasfenton,

The issue is still being investigated. As you may have read the difficulty is that we’re no longer reliably able to determine when the device restarted. The values we’re getting back from our checks on that do not match reality. It may ultimately not be something that we ourselves can fix, but rather will need to rely on an iOS update to fix. Uncertain at this point.

We recommend using the default setting of ‘never’ for the Advanced > Security > Require Master Password setting. If you would like 1Password to lock to your Master Password you can use Settings > Security > Lock Now (which always requires the Master Password after use).

Ben