Biometric login not working

beer-ninja-2

I'm running into an issue with the Fidelity app where I cannot enable biometric login for Fidelity application logins.

I discussed with their application support and they are not seeing any issues.

Anything I can check in my settings? Other applications are capable of using biometric logins successfully.

jaedog

Same issue. Probably need to check the logs.

skim

Have you figured this out? I checked the logs, but nothing really stood out

Gravrain

I've also been having the same issue, thought I was going crazy until I stumbled across this thread. Here are some details about my situation in case they are helpful:

I activated biometrics on the Fidelity app earlier this year, probably around 3-4 months ago. It was working fine up until October 12th, when I performed a regular rotation of my account username & password. At which point the app automatically logged me out and prompted me to re-authenticate with the new credentials. I did so successfully, but then I noticed that the biometric authentication wasn't working anymore. I went into the settings and disabled it, then when I tried to re-enable it, an error screen popped up stating "Enrollment for biometric authentication is currently not working. Please try again later."

I tried logging out and logging back in again and the error was still present. Then I cleared the cache/storage and completely reinstalled the app, but that didn't help either. Finally I sent a message to Fidelity technical support and they had me reinstall the app again to no avail. They were all out of ideas at that point.

Today I took a look at the app & system logs after doing another reinstall, and while I'm no expert, I didn't notice any obvious errors related to the app. The most pertinent information I saw had to do with the biometrics service, which I have extracted below:

Block 1: Fidelity accesses BiometricService during initial startup

10-24 21:41:46.924 1000 1336 5923 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=15
10-24 21:41:46.925 1000 1336 5923 D BiometricService/PreAuthInfo: Package: com.fidelity.android Sensor ID: 0 Modality: 2 Status: 1
10-24 21:41:46.925 1000 1336 5923 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 2 AuthenticatorStatus: 1
10-24 21:41:46.925 1000 1336 5923 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 15, result: 0

Block 2: My password manager (Proton Pass) authenticates while auto-filling my login credentials

10-24 21:41:51.388 1000 1336 2043 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=32783
10-24 21:41:51.389 1000 1336 2043 D BiometricService/PreAuthInfo: Package: proton.android.pass Sensor ID: 0 Modality: 2 Status: 1
10-24 21:41:51.389 1000 1336 2043 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 3 AuthenticatorStatus: 1
10-24 21:41:51.389 1000 1336 2043 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 32783, result: 0
10-24 21:41:51.391 1000 1336 2043 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=32783
10-24 21:41:51.392 1000 1336 2043 D BiometricService/PreAuthInfo: Package: proton.android.pass Sensor ID: 0 Modality: 2 Status: 1
10-24 21:41:51.392 1000 1336 2043 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 3 AuthenticatorStatus: 1
10-24 21:41:51.392 1000 1336 2043 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 32783, result: 0
10-24 21:41:51.400 1000 1336 1887 D BiometricService/PreAuthInfo: Package: proton.android.pass Sensor ID: 0 Modality: 2 Status: 1
10-24 21:41:51.401 1000 1336 1887 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 3 AuthenticatorStatus: 1
10-24 21:41:51.401 1000 1336 1887 D BiometricService: handleAuthenticate: modality(3), status(0), preAuthInfo: BiometricRequested: true, StrengthRequested: 15, CredentialRequested: true, Eligible:{0 }, Ineligible:{}, CredentialAvailable: true, requestId: 1 promptInfo.isIgnoreEnrollmentState: false
10-24 21:41:51.401 1000 1336 1887 D BiometricService: Creating authSession with authRequest: BiometricRequested: true, StrengthRequested: 15, CredentialRequested: true, Eligible:{0 }, Ineligible:{}, CredentialAvailable: true,
10-24 21:41:51.402 1000 1336 1887 D BiometricService/AuthSession: Creating AuthSession with: BiometricRequested: true, StrengthRequested: 15, CredentialRequested: true, Eligible:{0 }, Ineligible:{}, CredentialAvailable: true,
10-24 21:41:51.404 1000 1336 1887 V BiometricService/AuthSession: set to unknown state sensor: 0
10-24 21:41:51.404 1000 1336 1887 V BiometricService/AuthSession: waiting for cooking for sensor: 0
[... and much more that I have omitted for brevity]

Block 3: Fidelity accesses BiometricService again after login, when it prompts me to enable my fingerprint, and then multiple times later on when I navigate to the settings and try to enable it there as well

10-24 21:42:25.164 1000 1336 1733 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=15
10-24 21:42:25.165 1000 1336 1733 D BiometricService/PreAuthInfo: Package: com.fidelity.android Sensor ID: 0 Modality: 2 Status: 1
10-24 21:42:25.165 1000 1336 1733 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 2 AuthenticatorStatus: 1
10-24 21:42:25.165 1000 1336 1733 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 15, result: 0
[...]
10-24 21:42:57.834 1000 1336 1540 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=15
10-24 21:42:57.835 1000 1336 1540 D BiometricService/PreAuthInfo: Package: com.fidelity.android Sensor ID: 0 Modality: 2 Status: 1
10-24 21:42:57.836 1000 1336 1540 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 2 AuthenticatorStatus: 1
10-24 21:42:57.836 1000 1336 1540 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 15, result: 0
[...]
10-24 21:42:57.837 1000 1336 1540 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=15
10-24 21:42:57.837 1000 1336 1540 D BiometricService/PreAuthInfo: Package: com.fidelity.android Sensor ID: 0 Modality: 2 Status: 1
10-24 21:42:57.837 1000 1336 1540 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 2 AuthenticatorStatus: 1
10-24 21:42:57.837 1000 1336 1540 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 15, result: 0
[...]
10-24 21:42:57.842 1000 1336 1540 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=15
10-24 21:42:57.842 1000 1336 1540 D BiometricService/PreAuthInfo: Package: com.fidelity.android Sensor ID: 0 Modality: 2 Status: 1
10-24 21:42:57.842 1000 1336 1540 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 2 AuthenticatorStatus: 1
10-24 21:42:57.842 1000 1336 1540 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 15, result: 0
[...]
10-24 21:42:58.868 1000 1336 1540 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=15
10-24 21:42:58.870 1000 1336 1540 D BiometricService/PreAuthInfo: Package: com.fidelity.android Sensor ID: 0 Modality: 2 Status: 1
10-24 21:42:58.870 1000 1336 1540 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 2 AuthenticatorStatus: 1
10-24 21:42:58.870 1000 1336 1540 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 15, result: 0
[...]
10-24 21:43:07.695 1000 1336 5923 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=15
10-24 21:43:07.697 1000 1336 5923 D BiometricService/PreAuthInfo: Package: com.fidelity.android Sensor ID: 0 Modality: 2 Status: 1
10-24 21:43:07.697 1000 1336 5923 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 2 AuthenticatorStatus: 1
10-24 21:43:07.697 1000 1336 5923 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 15, result: 0
[...]
10-24 21:43:07.699 1000 1336 5923 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=15
10-24 21:43:07.700 1000 1336 5923 D BiometricService/PreAuthInfo: Package: com.fidelity.android Sensor ID: 0 Modality: 2 Status: 1
10-24 21:43:07.700 1000 1336 5923 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 2 AuthenticatorStatus: 1
10-24 21:43:07.700 1000 1336 5923 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 15, result: 0
[...]
10-24 21:43:08.518 1000 1336 5923 D BiometricService: canAuthenticate: User=0, Caller=0, Authenticators=15
10-24 21:43:08.519 1000 1336 5923 D BiometricService/PreAuthInfo: Package: com.fidelity.android Sensor ID: 0 Modality: 2 Status: 1
10-24 21:43:08.519 1000 1336 5923 D BiometricService/PreAuthInfo: getCanAuthenticateInternal Modality: 2 AuthenticatorStatus: 1
10-24 21:43:08.519 1000 1336 5923 D AuthService: canAuthenticate, userId: 0, callingUserId: 0, authenticators: 15, result: 0

I noticed that the "Modality" and "Authenticators" flags are different between the Fidelity events vs. the initial ones from Proton Pass, but I don't know what those indicators mean.

Some other miscellaneous info for reference:

Device: Google Pixel 8
GrapheneOS version: 2024102100
Fidelity version: 3.99, installed from Aurora Store
Tried with "Exploit protection compatibility mode" turned on & turned off
Granted all permissions, including Sensors
Other apps are using biometrics without issue

xero_tea

I know +1s are of limited use, but I also have this same frustration. Presumably since it worked previously, this is just Fidelity changing something, which is causing the issue. If anyone has any direction for me to investigate, I'd love to help, but at the moment I don't have any data better than the logs submitted above.

Device info:

Device: Google Pixel 9 Pro
GrapheneOS version: 2024110700
Fidelity version: 3.99, installed from Aurora Store, versionCode 28399029
Tried with "Exploit protection compatibility mode" turned on & turned off
Granted all permissions, including Sensors
Other apps are using biometrics without issue

sabreman

I actually can't set up biometric at all, and the app doesn't remember my account at all. Also didn't see anything in the logs.

heaviusr

To those of you having issues with biometric login- are you using the new 2-Factor option? (TOTP)?
It seems the issue began with Fidelity introducing the new 2-Factor Authentication options.

Previously they only supported SMS and Symantec VIP Access. Now they support TOTP (Google Authenticator, Authy, Aegis, Etc).

I noticed the v4 app is refusing to register a Graphene OS android device as a Trusted Device. Potentially due to the IMEI masking / Google Integrity / other privacy restrictions on Graphene OS. I have no evidence to support this yet though.

Another theory- are the devices all Pixels that originally have Face ID (which doesn't exist on Graphene OS)?
They may be using a hardware identifier list and expect facial auth rather than fingerprint.

Gravrain

Fortunately, after updating to version 4.01 of the app earlier today, that seems to have fixed the issue. I was able to enroll in biometrics again and have confirmed it works as before. Although my device still doesn't show up in the "Trusted devices" section of the website so it may still be limited in some way. Haven't tested whether the 2FA notifications work since I use the TOTP option instead