"Unable to unlock with biometrics" message when unlocking Safari extension on 2018 iPad Pro

@VirtualWolf:

I would like to ask you to generate a https://support.1password.com/diagnostics/?ios and email it to us to mailto:support+forum@agilebits.com, so we can take a closer look at why this is happening to you.

After you have sent the email, please feel free to post the ticket number you received so we can locate your message and connect it with this forum discussion.

Looking forward to your message!

Done, thanks Ana! Ticket number is GYY-62416-418.

@VirtualWolf:

Thank you! I confirm that I have managed to locate your diagnostics report in our system :+1: We will take a look and someone will get back to your email as soon as possible.

Thank you for your patience!

ref: GYY-62416-418

I am also experiencing this same issue!

Hi @drewpreiner 👋

Are you attempting to unlock the Safari extension using Face ID while in landscape mode on an iPad? We're currently investigating a very specific issue with biometrics and the Safari web extension - when a Face-ID equipped iPad Pro is in landscape mode with an external keyboard connected, biometrics will fail. However, when biometrics fail, swapping the device to portrait mode temporarily resolves the issue and biometrics can be used, even when returned to landscape mode; this works for a number of unlocks before biometrics fail again.

The next time biometrics fail for you, could you try moving your device into portrait mode, then back to landscape, and let me know if biometrics are accepted afterwards?

ref: apple-5611

yep that worked!

Hey @drewpreiner:

Glad to hear Dave's advice sorted it out for you! If you need anything in the future, don't hesitate to get in touch. :smile:

Jack

Do I have to do that everytime or is a fix coming?

@drewpreiner:

We're still investigating to narrow down the cause of this, so in the meantime, when the issue does occur, switching the device to portrait mode should get you up and running again. Thanks for following up!

Jack

Any further luck with narrowing this down? :)