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Biometric unlock not working: That didn't work. Check your password and try again
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
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
45 Replies
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
If you are still having the problem, or you have uninstalled 1PW. you might like to try the fix I found and, if it doesn't work, you will have only lost five minutes.
I cleared the Android cache for the 1PW app. Then went to the Android settings>Security and Privacy>Device unlock>Screen lock> Settings icon and set Auto-confirm unlock to ON (slightly less secure than tapping Enter to confirm). It worked. Again. This seems to be the fix, at least on my Edge 50 Pro.
- 1P_Dave
Moderator
Thank you for sending in the diagnostics report, I see that my colleague sent you a reply via email and added you to our internal work item for the issue.
-Dave
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
Community Manager
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!
As a matter which may be of use to your Dev's, my biometric logon failed again, even after reinstallation and altering all the unlock parameters, again.
However, I remembered that I had cleared all the Android cookies. I then checked my device Security controls and found that 1Password was not available for autofill. I added it to the available autofills, re-authorised it.
It seemed to me that part of the problem is the Motorola Edge Pro option to require a Return code after the PIN or not. When I set it to be not required and rebooted, 1Password biometric WORKED.
So it may be related to the cookie clearing, the Return code or both.
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
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
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
I haven't seen any more communication over email for this issue as well.
Thanks!- 1P_Dave
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
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.
