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R
Ric088
July 17, 2024
Question

Touch ID sensor is currently unavailable

  • July 17, 2024
  • 3 replies
  • 378 views

Yesterday I had to remove a TouchID fingerprint on my MAC (fingerprint #1) and added a new fingerprint (#3). Since this operation (if this one is the cause of the problem) I can no longer use Touch ID to unlock 1Password. When I use my fingerprint, I get the following error message : "That didn't work. Check your password and try again".

After the first error message and few tries, I get the following error message : "Touch ID sensor is currently unavailable". You need to sign in using your account password.

My Touch ID works well for login and unlocking Mac.

I have already tried the procedure suggested as an attachment, without success. Can you help me fix this major irritant ?

Thanks in advance!

1Password Version: 8.10.36
Extension Version: Not Provided
OS Version: macOS 14.5 (23F79)
Browser: Not Provided

3 replies

1P_Dave
1P_Dave
1Password Employee
July 17, 2024

Hello @Ric088! 👋

I'm sorry that you're unable to unlock 1Password using Touch ID. Thank you for sharing the troubleshooting steps that you've tried so far. So that I can investigate further, 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

R
Ric088Author
July 17, 2024

Hi Dave,

Your support ticket ID is : ZNC-83357-117

1P_Dave
1P_Dave
1Password Employee
July 17, 2024

@Ric088

Thank you for posting the Support ID, one of my colleagues will reply to you via email as soon as they've finished reviewing the diagnostics report.

To prevent duplication of efforts, I'm closing this thread.

-Dave

ref: ZNC-83357-117

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