Forum Discussion

barbja's avatar
barbja
New Contributor
19 days ago

1Password keeps asking for password instead of using biometrics

I use 1Password on both Mac and Windows systems.  On these systems, I can no longer unlock 1Password from the browsers with a Mac fingerprint or Windows hello.  It will ask for the fingerprint/hello, but then that won't work and I'll have to enter my password (again).  I am seeing this behavior on multiple browser implementations (ie Safari, Chrome, Firefox) and, as stated before, on both Windows and Mac.

The behavior seems to happen when I am opening the app too.

I have updated the browser plugins on both systems to no avail.  

I am running version 8.10.78 on my Mac; I'm not sure what is on my Windows system at this time.

This behavior started for me about 3 weeks ago.  Previously, the biometrics would work to unlock 1Password on the browser after I had entered the password somewhere else.

authentication
browser extension
macos
windows

7 Replies

  • nel-105's avatar
    nel-105
    New Contributor
    12 days ago

    I've had similar problems a few times to where it will not actually use the TPM on the PC to store this, and I have to turn that setting off and on again which is a bug.

    • 1P_Dave's avatar
      1P_Dave
      Icon for Moderator rankModerator
      12 days ago

      nel-105​ 

      I'm sorry that you're running into issues with Windows Hello and TPM, have you made sure to turn on TPM 2.0 on your device? You can find Microsoft's guide here: Enable TPM 2.0 on your PC

      If that doesn't work then, so that the team can help further, I'd like to ask you to create a diagnostics report from your Windows PC:

      Send a diagnostics report (Windows)

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

      With your email please include:

      • A link to this thread: https://www.1password.community/discussions/1password-work/1password-keeps-asking-for-password-instead-of-using-biometrics/156964/replies/157378
      • Your forum username: nel-105


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

      -Dave

  • big_berny's avatar
    big_berny
    New Contributor
    14 days ago

    It's Green and says "Connected". I'll check if it still happens.

    • 1P_Dave's avatar
      1P_Dave
      Icon for Moderator rankModerator
      13 days ago

      big_berny​ 

      Thanks for the reply. Let me know if you still see the issue and I can help further.

      -Dave

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    15 days ago

    Hello barbja​ and big_berny​! 👋

    I'm sorry that you're running into issues when unlocking 1Password in the browser. It sounds like the communication between the desktop app and the browser extension isn't working. Try this: 

    1. Open and unlock the 1Password desktop app.
    2. Click your account or collection at the top of the sidebar and click Settings.
    3. Click Browser.
    4. Turn "Connect with 1Password in the browser" off and then back on.


    Then in the browser: 

    1. Open your browser.
    2. Right-click on the 1Password icon in your browser's toolbar and click Settings.
    3. Make sure that "Integrate this extension with the 1Password desktop app" is on. 


    If that still doesn't work then, when the issue occurs the next time, do you see a green dot in the browser settings page? Or a different colored dot and an error message? Did the issue only start happening recently?

    -Dave

  • big_berny's avatar
    big_berny
    New Contributor
    17 days ago

    Same here. This happens quite often on my Mac as well. Opening the 1Password macOS app and logging in seems to fix it temporarily, but the issue keeps recurring.

  • barbja's avatar
    barbja
    New Contributor
    19 days ago

    My personal laptop (not the Windows system referenced in my OP) uses 1pw7: 7.9.836 and it is working as expected.