[Bug]: Faceid passes won't unlock metmask

[harryzhanghr]

Describe the bug

On iphone metamask, faceid passes but won't unlock metamask

iOS version 17.5.1 metamask version 7.23.0

Expected behavior

should unlock metamask and being able to interact with wallet

Screenshots/Recordings

https://github.com/MetaMask/metamask-mobile/assets/10300686/fdc87c7b-3a25-4c28-bff9-bf7db35eccbb

Steps to reproduce

1. open metamask
2. faceid id passes but wont unlock
3. presses face id again, passes face id but still wont unlock

Error messages or log output

No response

Version

7.23.0

Build type

None

Device

iphone 13 mini

Operating system

iOS

Additional context

No response

Severity

No response

[gauthierpetetin]

Hi @harryzhanghr , When did this appear, was it right after you upgraded the app to v7.23.0? Does it mean you have no way to access the app at all?

[duncanchiu409]

I have the same issue pretty serious honestly.

[tavishg]

Also have this same issue just started today.

[gauthierpetetin]

Does it change anything if you go to phone Settings, disable FaceId, then re-enable it?

[duncanchiu409]

@gauthierpetetin I haven't try that yet. However, after I use secret recovery phrase, the problem is gone. BTW, I do not know if the password authentication still works under this issue.

[duncanchiu409]

https://github.com/MetaMask/metamask-mobile/issues/9995 I believe is an duplicated issue here. fyi.

[mrscbw]

Having same issue as well, if I restore the wallet it'll work fine again for a little while and starts to act up again.

iPhone 13 mini IOS 17.5.1 MetaMask 7.24.4

[tommasini]

@mrscbw Hey, thanks for helping finding the root cause of the issue! We are trying to get more information on this. Do you have an error message if you try to login writing the password manually after the error with face id? If yes let us know the error message please!

[mrscbw]

When trying to login via password, you'll get the error "invalid password". I have a password manager so the password is 100% correct.

[gauthierpetetin]

Hi @harryzhanghr and @mrscbw , can you please reach out to customer support in order to share your state logs with them, as it would help us to debug?

[mrscbw]

Sorry, I restored my wallet already.

[gauthierpetetin]

Hi @harryzhanghr @tavishg are you still encountering this issue? If not, we're probably going to close this issue. If yes, can you please reach out to customer support in order to share your state logs with them, as it would help us to debug?

[Cal-L]

Closing for now, please reopen if this still happens. Thanks!

[v-goyal]

Reopening issue since it seems to still occur for other users: https://consensys.slack.com/archives/C8RSKCNCD/p1751657128249029

[gauthierpetetin]

Discussed during technical refinement:

• Comment from @Montoya on Slack: "Very likely the device keeps running out of memory and the app is closed, hence why he always has to unlock it again"
• We could try to reproduce the issue by installing MM on a device with very low memory
• We can check on Sentry, if there's any memory leak error that seems related
• We can reach out to the Sentry team and ask them if there's a way to search if users did face 2 different events (through #ext-consensys-sentry Slack channel or during our bi-weekly call on Fridays)
• We should reach out to the user and ask for:
  • MetaMask version

[Gudahtt]

We could try to reproduce the issue by installing MM on a device with very low memory

@Tyschenko tried testing what happened when the app was shut down in the background, and was not able to reproduce the error.