Fingerprint Scanner Not Working Well

[trucksmoveamerica#AC]

I think we are now just beating a dead horse on the FPS. It either works good or it don't for whatever reasons.

 

[donm527]

Yeah but if you stop seeing posts of people still having issues... then Samsung will say, "All's well" and not deal with it.

The results are clear... people report having issues, you see it in forums and in videos... and Samsung comes up with an update DAYS after official release. How's that for response time. And...Samsung has even acknowledged that they are aware of an issue and working on it.

Like every other issue you see with previous gens... you see issues sorts out worst case within the first few months. This first update for the FPS seems to help some but not all. Next update should help more.

Maybe they are able to tweak/enhance the images from sensor... maybe they'll have to reduce the number of minutiae points to get a good match to make up for changing reads in changing environmental and skin conditions. But don't think it's beating a dead horse if people really have an issue. The issue will die and the post will drop down the list of posts when people the number of people having the issue decrease. I personally hope this issue keeps pushing hard so that by the time I am ready to replace my Note 8 that all this is sorted out. I hate dealing with wonky FPS.

I think we are now just beating a dead horse on the FPS. It either works good or it don't for whatever reasons.

 

[ClintRo]

Some interesting observations.

There are some that have said that the fingerprint scanner is fast and works flawlessly, while other are complaining how bad it works. I pre-ordered an S10 (not the plus version) and took delivery of it on Mar 8th. Out of the box I was easily able to add my fingerprint to the phone, and it worked flawlessly unlocking the phone every time with minimal effort or pressure on the fingerprint scanner... and it was "fast" unlocking the phone and showing the apps screen. For those days that I had the S10 I was thinking to myself... I don't see why so many people are complaining about how inaccurate the fingerprint scanner is, or how slow it is because the fingerprint scanner on my S10 is working perfectly. Then mid week I decided I wanted a larger screen. So I went back to the phone store and upgraded to the S10+. Now I know exactly what everyone is complaining about.

The first time I tried to register my finger print I thought there was something wrong with the phone. It kept saying Press Harder, Press Harder, Press Harder. I thought I was going to bust the glass on the phone by pushing so hard. I thought to myself that I definitely did not have this problem registering my fingerprint and I never once got a "Press Harder" when trying to register my fingerprint on the S10... it was easy and seamless with very little pressure required.

I've had the S10+ for a few days now and in comparison to the S10 that I had previously... the fingerprint reader on this S10+ is absolutely horrible. I've even registered my finger 4 times into the phone to make sure I've captured all possible angles. I used the "check fingerprint" option to ensure it's seeing my fingerprint every time (which it does). Then I go to try and unlock the phone and it fails most times with Try Again, or Press Harder. I've removed and re-registered my finger again using all 4 of the fingerprint options, and I still get an extremely high failure rate. I've tried every which way to unlock the phone... doing it slowly, doing it quicky, pressing harder, pressing lightly but still get high failure rates regardless. It usually takes me several attempts each time to unlock my phone before it finally lets me in.

Another odd observation I've found. If I leave the phone laying on the counter for several minutes then pick it up and try to unlock the phone it's guaranteed to fail (multiple times). But interestingly... once I do finally successfully unlock the phone using the fingerprint scanner... if I immediately go and lock the phone again and then immediately go to try and unlock it again with the fingerprint reader... works every time and from different angles, and with variable pressure. All I need to do is a quick light tap and it unlocks the phone every time - no problem. Put the phone down and come back 5 minutes later and try again, and it fails letting me in and I get multiple Try Again or Press Harder.

So it's interesting that I have personally experienced both sides of the fingerprint scanner performance. I had a S10 for a few days which its fingerprint registration and scanner worked perfectly each time (in fact I only registered my finger once on the S10 and it worked unlocking the phone flawlessly after that), then I switched to the S10+ and have no end of grief with the fingerprint scanner. This is what we are starting to see being reported out there around the world... for some people the fingerprint scanner works flawlessly every time and is easy and fast to use with just a light quick touch. Others have no end of grief with the fingerprint scanner. Could it be because the S10 and the S10+ have slightly different builds or thickness of glass? Why is it that if I leave the phone sitting for several minutes and then try to unlock it, it's guaranteed to fail unlocking the phone, but once I successfully unlock it, then immediately lock it again, then immediately unlock it again right away, it works every time... even with just a light touch, and seems to unlock fast. Is it caching the previous successful fingerprint login in its cache memory for several seconds making the unlock process easier, faster and more seamless?

There are definitely some strange anomalies going on... fingerprint scanner works perfect and fast for some people (on some phones), and works horrible for others. (As a side note I have such a high failure rate of trying to login that I finally disabled the fingerprint scanner process today and went back to entering a PIN instead as I was getting way to frustrated with failed unlocks - No Match - No Match - Press Harder - Press Harder.

I have the S10+ and it works flawlessly like your S10 did. I am beginning to thing we have a manufacturing QC issues here. If your FPS is not working at least 95% of the time I would take it back. Most often you will know if it is working rather quickly, or even in store when you activate it. Just keep making them give you new ones until it works properly. This should be covered in the 1 year manufactures warranty so don't settle for less.

 

[trucksmoveamerica#AC]

Yeah but if you stop seeing posts of people still having issues... then Samsung will say, "All's well" and not deal with it.

The results are clear... people report having issues, you see it in forums and in videos... and Samsung comes up with an update DAYS after official release. How's that for response time. And...Samsung has even acknowledged that they are aware of an issue and working on it.

Like every other issue you see with previous gens... you see issues sorts out worst case within the first few months. This first update for the FPS seems to help some but not all. Next update should help more.

Maybe they are able to tweak/enhance the images from sensor... maybe they'll have to reduce the number of minutiae points to get a good match to make up for changing reads in changing environmental and skin conditions. But don't think it's beating a dead horse if people really have an issue. The issue will die and the post will drop down the list of posts when people the number of people having the issue decrease. I personally hope this issue keeps pushing hard so that by the time I am ready to replace my Note 8 that all this is sorted out. I hate dealing with wonky FPS.

Samsung isn't reading this post

 

[felloffthetruck]

Fingerprint Problems - Can it even be fixed with a future software update?

Yesterday my fingerprint was working about 90% of the time, today it's complete trash.

Also there is a setting in the phone where it will completely wipe and factory reset your device after 15 failed attempts. With this crappy scanner it's a good thing to uncheck this option before your phone gets wiped.

Can this problem even be fixed with a future software update or is it flawed hardware?

Not too happy about a $1,600. phone with a crappy fingerprint scanner.

 

[felloffthetruck]

My fingerprint was working about 90% of the time yesterday, today it's complete trash.

 

[donm527]

Don't you wish Samsung was reading this?

My fingerprint was working about 90% of the time yesterday, today it's complete trash.

 

[rescuejg]

Re: Fingerprint Problems - Can it even be fixed with a future software update?

I sure hope it can be fixed, or I'm gonna be bummed I didn't return it.

I'm not sure how this problem didn't show up in testing.

 

[tadpoles]

Re: Fingerprint Problems - Can it even be fixed with a future software update?

Curious, if you haven't received the update that addresses this issue yet I'm wondering...what model (12GB, 512GB, or 1TB) and what carrier?

 

[felloffthetruck]

Re: Fingerprint Problems - Can it even be fixed with a future software update?

Verizon 1TB ceramic black.

Did Samsung even test this crap before they started manufacturing it?

 

[felloffthetruck]

Don't you wish Samsung was reading this?

I'm wondering if Samsung even tested this crap before they started manufacturing it?

 

[tadpoles]

Re: Fingerprint Problems - Can it even be fixed with a future software update?

Verizon 1TB ceramic black.

Did Samsung even test this crap before they started manufacturing it?

Well, I come away thinking Samsung's definition of what 'works well enough for most customers' and my or Apple's definition may not be in sync. I will say that on my other S10+ I got an update and it makes a big positive difference. If by early next week this one hasn't received the update I may, may take it back and exchange it. What I don't understand is why one of my phones would update last week and the other hasn't updated yet. Thanks AT&T.

 

[knowledge775]

Re: Fingerprint Problems - Can it even be fixed with a future software update?

I found success registering my thumb 4 times from different angles and positions from each registration. I also deleted each registration after a software update. I'm getting fairly decent success with the fps. Maybe a defective unit? Good luck.

 

[donm527]

Re: Fingerprint Problems - Can it even be fixed with a future software update?

I'm sure worst case scenario that they can reduce the number of minutiae points or other variables to verify the print to get more consistent hits. I wouldn't be surprised if that was one of the things they did in last update to get some improvement.

 

[Mike Dee]

I have the S10+ and it works flawlessly like your S10 did. I am beginning to thing we have a manufacturing QC issues here. If your FPS is not working at least 95% of the time I would take it back. Most often you will know if it is working rather quickly, or even in store when you activate it. Just keep making them give you new ones until it works properly. This should be covered in the 1 year manufactures warranty so don't settle for less.

You could be right on some QC issues but I imagine it's a mixed bag. Some might not be recording their prints correctly. Like any FPS reader it's important to get as many parts of the finger captured. Some register their finger in more than one slot but that's useless unless you're capturing different parts of the finger. Without a doubt this FPS is pretty sensitive.

 

[jma78b]

Re: Fingerprint Problems - Can it even be fixed with a future software update?

I also read to register 4 different prints for 1 finger so I did my thumbs and a finger on my left hand. It's all good for me so far.

 

[jcp007]

https://youtu.be/gBisVv8t8Qg

Try increasing touch sensitivity as well.

 

[Ninjarette]

Re: Fingerprint Problems - Can it even be fixed with a future software update?

Well, I come away thinking Samsung's definition of what 'works well enough for most customers' and my or Apple's definition may not be in sync. I will say that on my other S10+ I got an update and it makes a big positive difference. If by early next week this one hasn't received the update I may, may take it back and exchange it. What I don't understand is why one of my phones would update last week and the other hasn't updated yet. Thanks AT&T.

You're in the same predicament as me, right? No software update? Well, I just got off the phone again with AT&T. This particular rep was thoughtful enough to make sure my phone was being recognized by the network across the board, with some very simple diagnostics. Turns out it's not being recognized...which is why it didn't receive the update everyone else got the day they activated or shortly after. That's probably why one of the phones got the update and the other didn't.

I was told I'm not the only one having issues. I knew the update should have been pushed to my phone by now. You may wanna call again, and get to a store to exchange and don't let them charge you a "restocking fee".

*UPDATE* Found out I actually can't return it to a corporate store because it was purchased online.

 

[EMGSM]

I gave up today, paid a $50 restock fee and returned the phone. I personally don't care if the FPS reader is capacative, ultrasonic or pixie dust, I expect it to work, at least close to the 90+% that I see on my S8 and the S7 edge before that. No learning curve, lots of people are doing it all wrong, etc. When I saw today's Samsung message saying it would get better in future updates, that's when I knew that I was making the right decision since based on how 'quickly' they update devices, I chose to cut my loss and move on.

I wasn't paid to be a Beta tester, it's a $900 device not a Blu special, so I expect more.

Although I don't have the phone yet, I feel your pain. For the price of the phone it should work as expected (at least for most). I say that because of course there will dud out there. Right now it seems quite a few people have problems with the FPS. IMO one too many are complaining about the FPS so I'm pretty sure it's more than an isolated case.

 

[ZOMMBIE1]

I never use screen protectors but left the one that came installed on for a couple days and the finger print sensor was not working very well. After I removed it and redid my finger prints it works a lot better now. Just my experience with it.