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aaronmorgan
aaronmorgan
July 18, 2024
Question

macOS Touch ID No Longer Working: "That Didn't Work"

  • July 18, 2024
  • 43 replies
  • 3719 views

Hello,

I'm having trouble using Touch ID. I recently removed my fingerprint from macOS Settings and re-added it and now I can no longer use my fingerprint to unlock 1Password.

When I open the desktop application, I'm prompted for my Touch ID but then I get the error "That didn't work. Check your password and try again."

I've tried the following:
* Shutdown my computer, turn it back on again to verify that Touch ID works
* Withing macOS Settings: Turn off all Touch ID settings, remove fingerprint, add fingerprint, turn on all settings
* Within 1Password Settings: Turn off Touch ID and turn it back on

I've even tried https://support.1password.com/uninstall-1password/, reinstalling, and following the steps above, but I get the same error.

1Password Version: 8.10.36
Extension Version: 2.25.1
OS Version: macOS 14.5
Browser: Firefox

43 replies

Show previous replies
1P_Dave
1P_Dave
1Password Employee
July 22, 2024

@PartyDog

I'm sorry that Touch ID isn't working to unlock 1Password. Please send in a diagnostics report using these steps and our support team will be able to help further.

-Dave

P
PartyDog
July 22, 2024

@1P_Dave

Thank you for your fast response. The Support Ticket ID Number is: ZMJ-15985-166

1P_Dave
1P_Dave
1Password Employee
July 23, 2024

@PartyDog

Thank you for the Support ID. It looks like my colleague was able to provide you with a workaround for your specific situation. If you have any questions then please respond to their last email and continue the conversation there. 🙂

-Dave

ref: ZMJ-15985-166

P
PartyDog
July 23, 2024

@1P_Dave

Thank you Dave! The workaround functions great.

1P_Dave
1P_Dave
1Password Employee
July 23, 2024

@PartyDog

I'm happy that the team was able to help. 🙂

If anyone else is running into issues with Touch ID not working then please send in a diagnostics report and the team will be able to provide a workaround for your specific situation while our development team works on a permanent fix.

-Dave

1
1Pemikaadeo
July 23, 2024

@1P_Dave
I already send diagnostics report 5 days ago but didn’t receive any workaround.
My ticket ID: XGQ-26977-699

1P_Dave
1P_Dave
1Password Employee
July 23, 2024

@1Pemikaadeo

It's possible that you might be running into a scenario that doesn't currently have an available workaround. However, I'll have the team review your diagnostics report again and reach out to you via email with another reply as soon as possible. Keep an eye on your inbox.

-Dave

ref: XGQ-26977-699

M
MacOakland
July 24, 2024

After a reinstall of Mac OS Sonoma, 1Password is wonky. It won't login via Touch ID and I keep getting "That didn't work."

I have gone to the trouble of doing several reinstalls, re-created fingerprints, etc. But nothing works.

This is pretty frustrating all around. Throw us a bone, here, 1Password.

1Password Version: Not Provided
Extension Version: Not Provided
OS Version: Not Provided
Browser: Not Provided

M
MacOakland
July 24, 2024

Same problem here.

1P_Dave
1P_Dave
1Password Employee
July 24, 2024

@MacOakland

I'm sorry that you're running into a situation that sounds similar. I'd like to ask you to create a diagnostics report from your Mac:

Sending Diagnostics Reports (Mac)

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

With your email please include:

Please send the entire file.

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

-Dave

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