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keeps asking for password instead of using biometrics","id":"message:156964","entityType":"FORUM_TOPIC","eventPath":"category:discuss/community:cuxzj43862board:1password-work/message:156964","revisionNum":1,"repliesCount":7,"author":{"__ref":"User:user:20813"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:1password-work"},"conversation":{"__ref":"Conversation:conversation:156964"},"readOnly":false,"editFrozen":false,"showMoveIndicator":false,"moderationData":{"__ref":"ModerationData:moderation_data:156964"},"body@stripHtml({\"truncateLength\":200})":" 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,...","body@stringLength":"857","rawBody":"

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.

","kudosSumWeight":2,"postTime":"2025-05-30T08:49:15.762-07:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuNHwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:authentication","text":"authentication","time":"2025-02-04T09:28:46.735-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuNHwyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:browser extension","text":"browser extension","time":"2025-01-27T11:33:20.668-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuNHwyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:macos","text":"macos","time":"2025-01-27T11:38:42.471-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuNHwyLjF8b3wxMHxfTlZffDQ","node":{"__typename":"Tag","id":"tag:windows","text":"windows","time":"2025-01-27T11:33:36.807-08:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:156964_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":62},"read":false,"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[{"__typename":"CustomStringField","name":"smartconx_source_identifier","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_message_origin","stringValue":""},{"__typename":"CustomStringField","name":"smartconx_share_messages","stringValue":""}],"body":"

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.

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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.

","body@stringLength":"176","rawBody":"

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.

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nel-105​ 

\n

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

\n

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:

\n\n


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

\n

-Dave

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