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Former Member's avatar
Former Member
2 years ago

Windows Hello authentication suddenly stopped working

I want to always use Windows Hello to unlock 1Password with my fingerprint, so I never have to introduce my password. Thus in the 1Password settings I have activated "Unlock using Windows Hello" and "Use Trusted Platform Module with Windows Hello" (also "Require password: never"). And so far it's been working great.

But out of the blue, since a couple of days ago it has stopped working. Now every time I open 1Password after booting up my computer, or after locking the program, I'm asked for my password, with the message "You need to enter your password before you can use Windows Hello".

The fun thing is that after entering my password and unlocking 1Password, the Windows Hello dialog asking for my fingerprint pops up! But at that point it's of course completely useless. I thought that maybe the Windows Hello popup was hiding behind the 1Password window the whole time, but that doesn't seem to be the case.

I haven't made any significant change to my Windows or 1Password settings recently, so I can't figure out what is causing this. Any hints appreciated, thank you.

1Password Version: 8.10.8 (81008047)
Extension Version: Not Provided
OS Version: Windows 10
Browser: Not Provided

windows

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  • ag_mike_d's avatar
    ag_mike_d
    Icon for 1Password Team rank1Password Team
    2 years ago

    Hello @Konamiman,

    Sorry for the delay and thanks for letting us know that things are working again as expected with Windows Hello.

    The setting for Require password: Never, should not ask for your password under normal circumstances. However, there are other situations where you’ll need to enter your account password instead of using Windows Hello:
    * If your face or fingerprint isn’t recognized, or there was an error on your companion device.
    * If you’re trying to change your account password.

    Do you recall when the password was first required, were you having any troubles with the Windows Hello Fingerprint? Had you tried using your fingerprint at all, before your latest update?

    If you run into these sort troubles again and there was no apparent issues as mentioned above, I'd like to ask you to create a diagnostics report from your Windows PC so we can take a closer look:

    Sending Diagnostics Reports (Windows)

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

    With your email please include:
    * A link to this thread: https://1password.community/discussion/141284/windows-hello-authentication-suddenly-stopped-working
    * Your forum username: Konamiman

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

  • Former Member's avatar
    Former Member
    2 years ago

    I have news about this.

    Remember that I said that after authenticating via password the Windows Hello dialog pops up? Well, just to exhaust all the possible things to try I authenticated with my fingerprint in that apparently useless popup. And somehow this fixed the issue! Now I'm able to unlock 1Password using Windows Hello as usual.

    Still, that's weird. Why has this happened in the first place if I have "Require password: never" configured in 1Password?