Finger print reader no longer functions

[silverfang77]

This started shortly after the February 2 update. At first, it was just slightly more difficulty in getting it to scan my fingerprint, then it got harder and harder. Finally, two days ago, it quit altogether with the attached error message.

I've tried rebooting, booting into Safe Mode, etc. Nothing works. Has anyone had this since the update or is this a hardware problem?

Thanks.

 

[amyf27]

No issues here. I have a Sprint Note 9 - what is yours? Any other issues with it?

 

[silverfang77]

VZW. No other problems.

 

[J_appoll]

This started shortly after the February 2 update. At first, it was just slightly more difficulty in getting it to scan my fingerprint, then it got harder and harder. Finally, two days ago, it quit altogether with the attached error message.

I've tried rebooting, booting into Safe Mode, etc. Nothing works. Has anyone had this since the update or is this a hardware problem?

Thanks. //uploads.tapatalk-cdn.com/20190301/b075f4164e5b1476aaa989e2f1ff9a60.jpg

Have you tried deleting your saved fingerprint(s) and registering afresh? Try doing this if you haven't already done so and also consider cleaning the sensor and changing a case (if you are using one).

 

[silverfang77]

Yes. I did that too. Forgot to mention it in the initial post. I also tried resetting just the fingerprint reader app.

 

[mustang7757]

Yes. I did that too. Forgot to mention it in the initial post. I also tried resetting just the fingerprint reader app.

I hate to say this but this might call for factory reset ..

 

[J_appoll]

I hate to say this but this might call for factory reset ..

Was about to say this

 

[mustang7757]

Was about to say this

Yeah if those other steps didn't help .

 

[silverfang77]

Could this be indicative of a hardware failure?

 

[mustang7757]

Could this be indicative of a hardware failure?

Its possible, but why go through trouble of getting a replacement or repair , last attempt factory reset because even if u get another device or send for a repair you going to have to add your info back in anyway.

 

[silverfang77]

I'll do an FDR tonight and post back with results.

 

[strikeIII]

I'll do an FDR tonight and post back with results.

Or try Safe mode first. If it doesn't work in safe mode then a factory reset may not even work. And since you plan on doing a factory reset might as well get a warranty replacement first and do the setup process only once vs twice. Do the warranty replacement through VZW vs Samsung it'll be quicker unless VZW sends you off Samsung.

 

[silverfang77]

Just did FDR. Sensor still won't activate.

Would a warranty replacement be a brand new phone or a CLNR?

 

[mustang7757]

Just did FDR. Sensor still won't activate.

Would a warranty replacement be a brand new phone or a CLNR?

You'll have to contact customer service and see what they say...