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DalekCoffee's avatar
DalekCoffee
New Contributor
4 months ago
Solved

Android App keeps failing biometric login

Hello!, 

I am experiencing an issue where my android app keeps failing to login with biometrics and when I login with master password it will also keep MFAing me. I enter it time and time again, but once I close the app or lock it, re-opening causes the same issue.|

I will also note it is also refusing any of my MFA keys, only takes MFA via OTP.
I am able to use my biometrics on 3 different applications, MFA keys via firefox.

Issue:
Biometric logins keep failing, and app keeps asking for MFA every time I enter master password.

Error:
"That didn't work. Please try again."
Note: app does not allow attempting again, only allows master password.

Troubleshooting:
- Cleared all local storage and logged in again. Nofix.
- Cleared all local storage, removed app, downloaded fresh, and logged back in. Nofix
- Phone reboot. Nofix
- In Settings>Security set:
Confirm account: Every 30 days
Lock mobile app on exit: Never
Lock mobile app when device locks: Disabled
- Locked device, entered master password, locked again, prompted for biometrics. Fails/nofix.
- Set to password only (no biometrics). Works, no MFA prompt
- Set to device unlock. Also fails?

- Obtaining and sending diagnostics logs


App info:
App version 8.10.64
81064007 on Production Channel

Device info:
Motorola Razr 2024
Android 14 U3UCS34.63-88-12-3

android
  • 1P_Dave's avatar
    1P_Dave
    2 months ago

    DalekCoffee​ 

    The issue is still open with our development team and they continue to investigate. The problem seems limited to Motorola's Edge and Razr Series.

    While I don't have an ETA on when this will be resolved, keep 1Password, and your Motorola device, updated so that you receive the fix as soon as it is developed and released:


    -Dave

15 Replies

  • willzlife's avatar
    willzlife
    4 days ago

    I am having the same issues on my Motorola Razr+ 2024 (aka Razr Ultra 50 for the people outside North America). Done the same steps as OP, no changes. Unlike OP, I am on Android 15.

    Motorola pushed the May security update + other bug fixes this past week, has not made a difference either. 

    This is extremely frustrating having to enter my long vault password + connect my YubiKey every time I want to use the app.

    I have diagnostic files generated for whomever at 1Password can take them.

    App info:

    App version 8.10.80

    81880023 on Production Channel

    Device info:

    Motorola Razr+ 2024 / RAZR Ultra 50

    Android 15 build V2UX35.47-37-3

  • birchyboy01's avatar
    birchyboy01
    New Contributor
    30 days ago

    The problem on my Motorola Edge 50 Pro, reported on 12th May,  appears to have been solved, although nothing I done as far as I am aware.  Lots of experimenting, without a fix and one morning, the biometric panel suddenly appeared.  It has worked fine for the last week, including after restarts.  Maybe the Dev. Team fixed it with the 20th May Smart Update ... ?

    • 1P_Timothy's avatar
      1P_Timothy
      Icon for Community Manager rankCommunity Manager
      28 days ago

      Hi birchyboy01​, thanks for the update!

      Our ongoing investigation into this bug suggests an issue with a device driver may be, at least partially, the cause. If that's case, it looks like a recent patch to that driver is correcting the issue. If you start seeing this behavior again, let us know, Thanks again!

      • sanemane's avatar
        sanemane
        New Contributor
        27 days ago

        I still face the issue. Probably because I am logged into both (Employer and Personal) accounts. Maybe that's a hint to fix this?

  • birchyboy01's avatar
    birchyboy01
    New Contributor
    2 months ago

    Saying it's with the Dev team might be marked as a solution, but it's not a solution, it's a process which hasn't yet solved anything.  

    I've had this problems several times on my Motorola Edge 50 Pro, but never with my Motorola Power G8. 

    Biometric stops working on the Edge for no obvious reason.  The other options also fail - PIN login get the same "That didn't work. Please try again".  The only working option is Master Password EVERY time and since mine is long and complicated, this is a real pain.

    • 1P_Dave's avatar
      1P_Dave
      Icon for Moderator rankModerator
      2 months ago

      birchyboy01​ 

      I'm sorry that you're also running into the issue. I've added your report to the internal work item for the issue, our developers continue to investigate. 

      -Dave

       

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    4 months ago

    Hello DalekCoffee! 👋

    I'm sorry that you're running into issues when unlocking 1Password on your Motorola Razr device. It sounds like you might be running into a known issue that our development team is currently tracking and the diagnostics report that you said that you sent in will help our team confirm that you're seeing the same issue. 

    Please continue working with our team over email and they'll be able to help further. 

    -Dave

    #31939

    • DalekCoffee's avatar
      DalekCoffee
      New Contributor
      2 months ago

      I haven't seen any more communication over email for this issue as well.

      Thanks!

      • 1P_Dave's avatar
        1P_Dave
        Icon for Moderator rankModerator
        2 months ago

        DalekCoffee​ 

        The issue is still open with our development team and they continue to investigate. The problem seems limited to Motorola's Edge and Razr Series.

        While I don't have an ETA on when this will be resolved, keep 1Password, and your Motorola device, updated so that you receive the fix as soon as it is developed and released:


        -Dave

    • sanemane's avatar
      sanemane
      New Contributor
      2 months ago

      The issue is marked as SOLVED but it's not. I am using Motorola Edge 50 Pro and i face this issue every time. I have been avoiding to use it on phone altogether now. If this continues further, i might go back to Bitwarden next year. 

      Thanks.

      • 1P_Dave's avatar
        1P_Dave
        Icon for Moderator rankModerator
        2 months ago

        sanemane​ 

        I'm sorry that you're running into the issue as well, please see my post here. I've added your report to the internal work item for the issue. 

        -Dave