Question

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

Forum|Forum|1 year ago
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

macOS

Show previous replies

1P_Dave

1Password Employee

@davidwilkinson

Thank you for reaching out and I'm sorry that Touch ID isn't working correctly. If you send in a diagnostics report to our support team then they can verify that you're running into a known issue and provide any workarounds that might exist for your particular situation:

Sending Diagnostics Reports (Mac)

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

With your email please include:

A link to this thread: https://1password.community/discussion/comment/715580/#Comment_715580
Your forum username: davidwilkinson
Please do not post your diagnostic report to the forum. This is for your privacy and security.

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

D

davidwilkinson

@1P_Dave This appears to be fixed in the BETA build of 1Password for Mac 8.10.38 (81038059), so I'm using this (successfully) for now, instead.

1P_Dave

1Password Employee

@davidwilkinson

I'm happy that things are better with the beta version of 1Password. Let me know if the issue comes back at any point.

-Dave

sbauer

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.

sbauer

Your support ticket ID is FGW-34545-818

sbauer

I managed to fix it by removing all fingerprints and adding only one. Thanks to the forum and your time.

1P_Dave

1Password Employee

@sbauer

Thank you for posting the Support ID. I'm happy that you were able to get things working again. If you have any questions, or Touch ID stops working when you add another fingerprint, then let us know.

-Dave

J

jappleseed

My support ticket ID is JDH-89121-886