Forum Discussion

Former Member's avatar
Former Member
4 years ago

Windows Hello Facial Unlock - 'Something Went Wrong'

Been having a problem with unlocking 1PW after initial unlock with Windows Hello facial recognition unlock. My face will be recognized, but I'll get a message that says "Something went wrong. Please try again."

I can click OK, but the process will repeat. If I cancel, I can use the Windows Hello PIN unlock and it works perfectly every time. Facial unlock works to sign in/out of the computer and to lock/unlock it every day.

Been having this problem most of this year. Was hoping a Windows update would fix it, but nothing yet.

1Password Version: 7.9.825
Extension Version: 2.1.3
OS Version: Windows 10 21H1

windows

3 Replies

  • 1P_PeterG's avatar
    1P_PeterG
    Icon for Community Manager rankCommunity Manager
    4 years ago

    Hello @Mgs0008b221, we have received your message (thank you!) and will continue your case over there. Thanks for reaching out!

  • Former Member's avatar
    Former Member
    4 years ago

    [#GNW-83853-536] is my Support ID number. Thanks!

  • Jack_P_1P's avatar
    Jack_P_1P
    Icon for 1Password Team rank1Password Team
    4 years ago

    Hi @Mgs0008b221:

    That definitely isn't what we want you to be experiencing when using Windows Hello to unlock 1Password. To get some more details, I'd like to ask you to create a diagnostics report from your Windows PC:

    Sending Diagnostics Reports (Windows)

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

    With your email please include:

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