Forum Discussion

Former Member's avatar
Former Member
3 years ago

I am unable to unlock using Watch and Touch ID.

Video 1: https://imgur.com/bSFvGJ3
Video 2: https://imgur.com/Cw63vHl

Alas, whenever I attempt to use the Watch unlock feature, the verification prompt on my computer for the Watch disappears immediately, rendering it impossible for me to use. Despite my attempts to resolve the issue by restarting my computer, resetting 1password, and using the beta version of 1password, the problem persists. Disabling the Watch verification was also fruitless as it failed to present the Touch ID authentication window.

I have bound a YubiKey and use it as a SmartCard verification during computer boot-up.

1Password Version: 8.10.1
Extension Version: 2.6.0
OS Version: macOS 13.2.1
Browser:_ Firefox Developer Edition
Referrer: forum-search:I am unable to unlock using Watch and Touch ID.

macos
  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    3 years ago

    @BlackHole

    Thank you for posting the Support ID. One of my colleagues will take a look and send you a reply over email as soon as possible. To prevent duplication of effort I'm closing this thread. 🙂

    -Dave

    ref: LPZ-52371-996

  • Former Member's avatar
    Former Member
    3 years ago

    Support ID number: [#LPZ-52371-996]

  • 1P_Dave's avatar
    1P_Dave
    Icon for Moderator rankModerator
    3 years ago

    Hello @BlackHole! 👋

    I'm sorry to hear that you're having trouble unlocking 1Password using your Apple Watch. If you setup the SmartCart again does the issue return? If it does then I'd like to ask you to create a diagnostics report from your Mac:

    Sending Diagnostics Reports (Mac)

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

    With your email please include:

    The report will be in zip format. Please send the entire file.

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

    -Dave

  • Former Member's avatar
    Former Member
    3 years ago

    If necessary, I have retained the relevant 1Password logs and will send them as required.

  • Former Member's avatar
    Former Member
    3 years ago

    I have resolved this issue by removing the SmartCard from macOS and rebooting the computer. Presently, I am uncertain whether this matter pertains to 1password or macOS. It should be noted that I conducted a recent update of macOS yesterday.