1. eyedoc2020's Avatar
    Hi everyone!

    I just picked up my new S8+ yesterday and am having a little difficulty. I set up my PIN, fingerprints, facial recognition and also tried the iris scanner. I am able to register each of the biometrics with the new phone. However, when I turn any of the options on to set as my screen unlock none of them work. I pick up my phone, have to double tap the screen or depress the power button to wake up the phone. Then I have to swipe to get to my home screen and unlock the phone. None of the biometrics work.

    Do I have a defective phone or am I missing something. Want to make sure I dont make a useless trip back to the ATT store.

    Thanks
    05-01-2017 08:15 AM
  2. Ageeb's Avatar
    Hi everyone!

    I just picked up my new S8+ yesterday and am having a little difficulty. I set up my PIN, fingerprints, facial recognition and also tried the iris scanner. I am able to register each of the biometrics with the new phone. However, when I turn any of the options on to set as my screen unlock none of them work. I pick up my phone, have to double tap the screen or depress the power button to wake up the phone. Then I have to swipe to get to my home screen and unlock the phone. None of the biometrics work.

    Do I have a defective phone or am I missing something. Want to make sure I dont make a useless trip back to the ATT store.

    Thanks
    When you go into Settings > Lock screen and security > Fingerprint scanner there are a couples things to look at.

    # 1 in my picture:
    Once you have some finger prints registered you can test fire them in that screen. Notice my fingerprint 1 is blue? When you test a print, the corresponfing registered fingerprint will light up blue when it's recognized.
    Make sure the phone is seeing them.

    # 2 in my picture:
    Make sure this option is on to be able to unlock your phone with that biometric scheme. Double check any other biometrics you want to be able to use to unlock the phone.
    I'm fairly certain those are turned on by default once registered but it's worth looking at.
    Attached Thumbnails Do I have a defective unit?  Difficulty setting up my screen lock.-20170501_091236.jpg  
    eyedoc2020 and mg5051 like this.
    05-01-2017 10:18 AM
  3. eyedoc2020's Avatar
    When you go into Settings > Lock screen and security > Fingerprint scanner there are a couples things to look at.

    # 1 in my picture:
    Once you have some finger prints registered you can test fire them in that screen. Notice my fingerprint 1 is blue? When you test a print, the corresponfing registered fingerprint will light up blue when it's recognized.
    Make sure the phone is seeing them.

    # 2 in my picture:
    Make sure this option is on to be able to unlock your phone with that biometric scheme. Double check any other biometrics you want to be able to use to unlock the phone.
    I'm fairly certain those are turned on by default once registered but it's worth looking at.
    Thanks for the reply. Yes when I test my registered fingerprints they do light up like they are supposed to and yes I have that tab clicked. Was hoping I was missing a setting or something, but have a feeling it is just a funky unit or software issue.
    05-01-2017 10:32 AM
  4. eyedoc2020's Avatar
    Thank you for the reply. Yes I have checked both of these. The right tab is checked and the fingerprints are registered properly.
    05-01-2017 11:19 AM
  5. Ageeb's Avatar
    Thank you for the reply. Yes I have checked both of these. The right tab is checked and the fingerprints are registered properly.
    And recognized when you test them?

    Also, have you checked for any software updates? AQD9 addresses face recognition, in addition to some other features. Just a thought...

    Also, it's very possible it could be defective, I had to return 1 of my 2 phones for some issues. Hopefully some more members will be by to give some insight, as well.
    eyedoc2020 likes this.
    05-01-2017 12:00 PM
  6. eyedoc2020's Avatar
    And recognized when you test them?

    Also, have you checked for any software updates? AQD9 addresses face recognition, in addition to some other features. Just a thought...

    Also, it's very possible it could be defective, I had to return 1 of my 2 phones for some issues. Hopefully some more members will be by to give some insight, as well.
    Yes I recognize tested them.

    I also did all the software updates along with a reboot and start from new. So far nothing seems to get this to work. Unfortunately looks like I will have to exchange this phone out this evening. Unless someone has a solution that I am overlooking.

    I will update the thread in case anyone else is experiencing this as well.
    05-01-2017 01:01 PM

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