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A
Anonymous
November 18, 2024
Question

1P asking me to re-unlock far too frequently

  • November 18, 2024
  • 5 replies
  • 186 views

Oh, 1Password, you're driving me crazy! Why are you prompting me for my password so frequently? I cannot see any rhyme or reason to it — but many times throughout the day, the Safari extension will "forget" that I've logged in, and it will require me to re-authenticate with Touch ID and/or my master password (even if my Mac hasn't gone idle, and I haven't put it to sleep).

I tried relaxing my settings -- as you'll see below. I used to have it auto-lock after 30 minutes of idle time; now I set it to 4 hours, and I am still frequently (but not always) prompted for my password.

Also, with my settings as above, shouldn't I NOT have to enter my password at all (but can use Touch ID) for 14 days?

Any suggestions for how to troubleshoot this (without having to keep tedious logs on how often it requires me to login again)?

1Password Version: 8.10.52
Extension Version: 8.10.52.25
OS Version: Mac OS 14.6.1
Browser: Safari

5 replies

1P_Dave
1P_Dave
1Password Employee
November 18, 2024

Hello @scott2023! 👋

I'm sorry that you're being prompted to unlock 1Password using your account password more often than expected. So that I can better understand the situation can you tell me the following:

  1. When you're prompted for your account password when using 1Password for Safari, are you still able to unlock the 1Password for Mac desktop app using Touch ID?
  2. Right-click on the 1Password icon in your browser's toolbar and click Settings. Then can you tell me if you see Integration status: Connected 🟢 or do you see an error message with a different coloured circle?

I look forward to hearing from you.

-Dave

A
Anonymous
November 18, 2024

Dave, thank you!

  1. From memory… yes, usually? I can unlock using Touch ID but the Safari extension won't recognize it's unlocked. (For example, the desktop app will appear "unlocked" but the Safari extension will not.) So I will click the Safari extension toolbar icon to unlock it ("again") and be prompted for a password. I haven't paid super close attention to the sequence… I just know I get frustrated. Sometimes I will have to "unlock" 2 or 3 times within say 20 minutes (without computer going idle or sleep!) and that frustration is what prompted the post. :)
  2. Yes, it shows the green circle and connected status.

Thanks!

1P_Dave
1P_Dave
1Password Employee
November 19, 2024

@scott2023

Thank you for answering those questions. The next time that you have to unlock 1Password for Safari twice, I'd like to ask you to create a diagnostics report from 1Password in your browser:

Sending Diagnostics Reports (browser extension)

Attach the diagnostics to an email message addressed to support+forum@1password.com.

With your email please include:

You should receive an automated reply from our BitBot assistant with a Support ID number.  Please post that number here.  Thanks very much!

-Dave

A
Anonymous
November 21, 2024

@1P_Dave thank you! My support ticket ID is DDN-27888-882.

1P_Dave
1P_Dave
1Password Employee
November 21, 2024

@scott2023

Thank you for posting the Support ID! I see that my colleague have already reached out to you and you'll receive another reply soon. Please continue the conversation there.

To prevent duplication of efforts, I'll close this thread.

-Dave

ref: DDN-27888-882

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