1. Joyridevzw's Avatar
    Got my Pixel 2 XL 10/21 and it has been running perfectly. No issues that I am reading other folks having, thankfully.

    I have my Pixel imprint set up and was running great. Access My Verizon app and it said tie my prints in to that app so I can log in without password. Ok, so I did.

    Now and this may just be bad timing and a coincidence but the scanner only recognizes my prints about once every 5+ swipes. It will work once, then if i lock it and try again I keep getting.

    "Couldn't process fingerprint. Please Try again"

    I did a full on hard reset and its still having issues. Anyone else seeing this and get it cleared up?

    Going to Verizon today to see about this and hopefully swap it out for another 2 XL

    If this has been posted before please let me know

    Thank you
    10-31-2017 12:44 PM
  2. nelamvr6's Avatar
    Got my Pixel 2 XL 10/21 and it has been running perfectly. No issues that I am reading other folks having, thankfully.

    I have my Pixel imprint set up and was running great. Access My Verizon app and it said tie my prints in to that app so I can log in without password. Ok, so I did.

    Now and this may just be bad timing and a coincidence but the scanner only recognizes my prints about once every 5+ swipes. It will work once, then if i lock it and try again I keep getting.

    "Couldn't process fingerprint. Please Try again"

    I did a full on hard reset and its still having issues. Anyone else seeing this and get it cleared up?

    Going to Verizon today to see about this and hopefully swap it out for another 2 XL

    If this has been posted before please let me know

    Thank you
    Just to be clear, are you saying that you can't unlock your phone, or that you can't log in to the My Verizon app?
    10-31-2017 12:48 PM
  3. Richard Servello's Avatar
    Have not had a single problem. I've never used Verizon's app but it wouldn't surprise me if it's broken. Their apps are by far the worst ever.
    10-31-2017 12:51 PM
  4. Joyridevzw's Avatar
    It won't let me log into the phone like it had in the past. Sorry to not clarify!
    10-31-2017 12:51 PM
  5. Almeuit's Avatar
    Have not had a single problem. I've never used Verizon's app but it wouldn't surprise me if it's broken. Their apps are by far the worst ever.
    You have never used them but know they are the worst ever? Interesting.
    10-31-2017 01:28 PM
  6. Joyridevzw's Avatar
    Wow, I can not type today. I have not used that My Verizon app in conjunction with my fingerprints before. So this is the first time and now this issue happened.

    I am most concerned the issue is still going on after I have wiped the device and have not reinstalled or used that My Verizon app again since.
    10-31-2017 01:34 PM
  7. Almeuit's Avatar
    Wow, I can not type today. I have not used that My Verizon app in conjunction with my fingerprints before. So this is the first time and now this issue happened.

    I am most concerned the issue is still going on after I have wiped the device and have not reinstalled or used that My Verizon app again since.
    I will have to try with mine. I will try in a little while and let you know if it happens to me.
    10-31-2017 01:38 PM
  8. Mike Dee's Avatar
    Wow, I can not type today. I have not used that My Verizon app in conjunction with my fingerprints before. So this is the first time and now this issue happened.

    I am most concerned the issue is still going on after I have wiped the device and have not reinstalled or used that My Verizon app again since.
    The Verizon app is not in the loop during a fingerprint scan. I had trouble about a year ago with my FPS and it impacted all my phone's because I was out in cold all day and my fingertips hardened from the weather. Try to think if there is anything that might have changed.
    10-31-2017 01:53 PM
  9. Joyridevzw's Avatar
    So.................this is the first phone I have owned that has a fingerprint scanner. I have had the error of clean the scanner in the past but never got it during this issue. I just cleaned it with some glasses wipes and it seems to be responding every time now. IF that's the fix, I'm happy, but also mad I jumped to conclusions like that.

    Thank you all. I'll keep you posted
    10-31-2017 02:40 PM
  10. Mike Dee's Avatar
    So.................this is the first phone I have owned that has a fingerprint scanner. I have had the error of clean the scanner in the past but never got it during this issue. I just cleaned it with some glasses wipes and it seems to be responding every time now. IF that's the fix, I'm happy, but also mad I jumped to conclusions like that.

    Thank you all. I'll keep you posted
    If it's gets a film or residue it can impede performance....glad to hear it's working....keep us posted if it happens again
    10-31-2017 02:49 PM
  11. Ca_lvn's Avatar
    I'm a huge fan of fingerprint sensor, use it all the time, and this one is by far the best that I've used, I can put my finger on their sideways and it will still recognize
    With a minimal touch
    nelamvr6 and Pixelfan56 like this.
    10-31-2017 02:57 PM
  12. nelamvr6's Avatar
    I'm a huge fan of fingerprint sensor, use it all the time, and this one is by far the best that I've used, I can't put my finger on their sideways and it will still recognize
    With a minimal touch
    I'm right with you, the sensor on my XL is simply amazing how quick and accurate it is.

    For a while I suspected it wasn't even scanning my fingerprint, I thought it was just unlocking my phone whenever it detected a finger. So I had a friend try to unlock it with his fingerprint, and sure enough, it wouldn't unlock with his finger, only mine.

    Amazing how quick and accurate it is.
    10-31-2017 03:08 PM
  13. Ca_lvn's Avatar
    I added 4 fingerprints of the same finger so that helps with detection to
    10-31-2017 03:24 PM
  14. jephanie's Avatar
    Actually, I've had to reset one of my pointer fingers twice now. It seems to lose it for some reason. Never had that issue on the 2016 XL. I'm not going to panic but I am definitely monitoring it.
    10-31-2017 03:40 PM
  15. dsignori's Avatar
    My FPS has been nearly perfect. I use it with the My Verizon app and it works fine as well. Hopefully yours gets resolved.
    Almeuit likes this.
    10-31-2017 09:26 PM
  16. Almeuit's Avatar
    My FPS has been nearly perfect. I use it with the My Verizon app and it works fine as well. Hopefully yours gets resolved.
    I agree w/ this. I tried with the My Verizon app and it is working as intended.
    10-31-2017 09:29 PM
  17. Pixelfan56's Avatar
    I make sure I get my finger from all different angles, sometimes burning more then one profile for same finger

    I didnt have to do that with the pixel XL nor with my xl2. The 1st Gen was great, the 2 is flawless.
    10-31-2017 10:06 PM
  18. dcemureviews's Avatar
    I have issues work my Google Pixel 2 XL. the phone wouldn't recognize it, took many tries for it to register, says the pad is dirty when it's not. ended up contacting Google and they did a screen share. they ended up authorizing a replacement that I had to reorder. I should get it Monday. my wife's phone is fine though. I even had her add her fingerprint to my phone thinking it was my fingers and she had issues on my phone.
    11-02-2017 09:45 PM
  19. Ca_lvn's Avatar
    Well glad you're getting a replacement, I accidentally had my phone upside down and hit the fingerprint sensor and it still worked, have the same finger registered five times different ways
    11-02-2017 10:02 PM
  20. N4Newbie's Avatar
    Got my Pixel 2 XL 10/21 and it has been running perfectly. No issues that I am reading other folks having, thankfully.

    I have my Pixel imprint set up and was running great. Access My Verizon app and it said tie my prints in to that app so I can log in without password. Ok, so I did.

    Now and this may just be bad timing and a coincidence but the scanner only recognizes my prints about once every 5+ swipes. It will work once, then if i lock it and try again I keep getting.

    "Couldn't process fingerprint. Please Try again"

    I did a full on hard reset and its still having issues. Anyone else seeing this and get it cleared up?

    Going to Verizon today to see about this and hopefully swap it out for another 2 XL

    If this has been posted before please let me know

    Thank you
    Just to be clear, did you mean to say "once every five presses" as opposed to swipes? Because, you don't want to swipe your finger across the sensor; just press your finger lightly to the sensor and remove.

    Also, what I have seen a lot of is people not really following the directions when setting up their fingerprints. The setup specifically asks that you more your finger around a bit for each of five (six?) times so that it can gather plenty of info on your print. I rotate my finger (like the hand of a clock) at least +/- 20 degrees from my normal use position and also favor the tip of the finger on some presses and a little further back on others.

    As a rule, the FPS recognizes me on the first try 99% of the time.
    11-03-2017 09:22 AM

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