Biometrics do not work on Android in LastPass draw over window

[josh_is_fine]

When the small LastPass draw-over window for autofill pops up on the screen, it asks for a biometric ( fingerprint ) scan to open. The scan repeatedly fails and gives the message "please try again". If the last pass app is opened from the app drawer, the biometric scan passes just fine. I'm running the latest Android and LastPass software.

Device: Pixel 4a (5G)
Android 11

[RachelO]

Hello,

I'm not sure what troubleshooting you've tried so far, does uninstalling the LastPass app, restarting your device, then reinstalling resolve this issue? 

[josh_is_fine]

Thanks for reaching out, but I've tried all of that and I am still encountering the issue.

[RachelO]

Thanks for giving that a try. Could you try these steps out?

• Disable autofill oreo and legacy in your device's autofill settings then restart the device

• After that, enable autofill oreo only and test

• If the issue persists, disable autofill oreo and then enable autofill legacy only, then test once more

[tnolte]

I just got a brand new Pixel 4a 5G, I had no problem like this on my Moto Z3 Play, though that had only Android 9, my new phone has Android 11. It sure seems like LastPass is missing a critical update needed to work properly on Android 11. If this problem persists, especially once I upgrade my wife's phone, I'll have no choice but to cancel my LastPass subscription and move to something else like Bitwarden.

[josh_is_fine]

I'm not able to use autofill without the legacy setting turned on. I get the following notification error when it's off:

"App Fill
Unable to start autofill. Please reboot your device, then disable and re-enable the LastPass accessibility service. If this problem continues, contact customer support for assistance."

The message keeps showing up even after rebooting, only while legacy autofill is disabled.

[tnolte]

Yeah, I experienced the same behavior. I was able to alternatively use the in-field Autofill menu item. I'm used to using the LastPass notification widget to trigger the overlay popup in cases where the other Autofill option either doesn't show up or shows the wrong password list.

[josh_is_fine]

I've been playing around with your suggestions the last few days, but I am a still experiencing the same issue under all circumstances.

[RachelO]

Hi @josh_is_fine,

Our development team is actively working to resolve issues with biometrics not working as expected with the Android app. So that our team can gather some more specifics and keep you updated, could you submit a bug report following the steps here? https://support.logmeininc.com/lastpass/help/how-do-i-report-a-bug-to-lastpass

[josh_is_fine]

Submitted. Thank you for the assistance