Fingerprint Scanner Not Working Well

[tadpoles]

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

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.

Ugh. Mine was purchased online too. It was the bogo deal. I'll play dumb and go to my nearest corporate store and play dumb. Maybe the will let me swap it. I'm on the fence. I don't know whether I should just live with it or pursue exchanging it. The phone's fantastic otherwise.

 

[Rodawg71]

Still waiting on this update too...ATT 128 Prism Black

 

[Ninjarette]

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

Ugh. Mine was purchased online too. It was the bogo deal. I'll play dumb and go to my nearest corporate store and play dumb. Maybe the will let me swap it. I'm on the fence. I don't know whether I should just live with it or pursue exchanging it. The phone's fantastic otherwise.

I was on the phone with Samsung, and was told my phone is the latest and greatest version. They had remote access to my phone and said there's nothing to be pushed to my phone.

I'm tired. Nobody could explain this mysterious update that many received...not even Samsung. I'm going to keep mine. I love it . I just wanted make sure I didn't have a phone that wouldn't update.

 

[tadpoles]

Hmmmm...I think Samsung may have lied to you. That's kinda messed up. If your software version doesn't end in ASBA you don't have the latest release.

 

[yoinks]

I received a handful of Samsung app updates today (I think 7 of them), and the fingerprint scanner appears to be working MUCH better. Also noticed the phone is now waking up to the lock screen when I pick it up.

 

[Moonliterider]

I have had zero problems with mine. I had to remember to not place my finger on the back of the phone, but after that it was golden! Seriously, I immediately changed the sensitivity setting,to prevent any possible issues. But I am having no problems finding the spot to place my finger and unlocking my phone. It's just a really premium device. I still have a second phone, a Note 9,and it's a great phone because it's a Note! But I am having so much fun with my new white ceramic S10+!! No issues here!

 

[EricMartinSoCal]

It's really odd that this thread is still going. When I first got the phone I thought it was complete crap as far as the fingerprint was concerned. My OnePlus 6T was flawless. I got an update and made all 4 prints the same thumb. It is flawless. It is weird that so many people never seemed to pull out of the problem. I'm still running the stock screen protector as well. No issues.

 

[Ninjarette]

Hmmmm...I think Samsung may have lied to you. That's kinda messed up. If your software version doesn't end in ASBA you don't have the latest release.

I don't think she lied...she didn't even ask for the baseband version, because that's an AT&T thing. She just doesn't know how things work..like AT&T. If you don't have an iPhone, AT&T reps are pretty useless for tech support.

I have an appt at a corporate store this morning to switch out my device - the rep at the one corporate store told me they wouldn't take an online phone. That was wrong info...and it didn't make sense when I heard it. I've had a really exhausting experience with this phone.

Anybody listening...if your phone hasn't received the update, and your version is not the same version AT&T shows, I would take it back BEFORE THE 14 DAY RETURN WINDOW CLOSES, and exchange it. There's also an option to take it to a Best Buy and have them flash the update to your phone. I don't care about a FPS. I just don't want a phone that can't receive updates period.

 

[tadpoles]

I don't think she lied...she didn't even ask for the baseband version, because that's an AT&T thing. She just doesn't know how things work..like AT&T. If you don't have an iPhone, AT&T reps are pretty useless for tech support.

I have an appt at a corporate store this morning to switch out my device - the rep at the one corporate store told me they wouldn't take an online phone. That was wrong info...and it didn't make sense when I heard it. I've had a really exhausting experience with this phone.

Anybody listening...if your phone hasn't received the update, and your version is not the same version AT&T shows, I would take it back BEFORE THE 14 DAY RETURN WINDOW CLOSES, and exchange it. There's also an option to take it to a Best Buy and have them flash the update to your phone. I don't care about a FPS. I just don't want a phone that can't receive updates period.

Thanks! Let us know if they're willing/able to flash the update for you.

 

[EMGSM]

I have had zero problems with mine. I had to remember to not place my finger on the back of the phone, but after that it was golden! Seriously, I immediately changed the sensitivity setting,to prevent any possible issues. But I am having no problems finding the spot to place my finger and unlocking my phone. It's just a really premium device. I still have a second phone, a Note 9,and it's a great phone because it's a Note! But I am having so much fun with my new white ceramic S10+!! No issues here!

So glad to hear your experience is going well so far. I hope I can have a similar experience when my phone comes in.

 

[EMGSM]

It's really odd that this thread is still going. When I first got the phone I thought it was complete crap as far as the fingerprint was concerned. My OnePlus 6T was flawless. I got an update and made all 4 prints the same thumb. It is flawless. It is weird that so many people never seemed to pull out of the problem. I'm still running the stock screen protector as well. No issues.

It is a bit concerning that so many are having issues with their phones out of the box and some are still unresolved. I hope that Samsung pushes out more updates to help improve everyone's experience.

 

[chickweedblur]

I feel like this tech is the answer to a question NO ONE was asking. They probably spent more time and money engineering this and it is by far the most/only disappointing part of an otherwise great phone. It's not like it doesn't work at all but it's fussy. Hopefully, a software update will make it a bit more consistent.

 

[Mike Dee]

I don't think she lied...she didn't even ask for the baseband version, because that's an AT&T thing. She just doesn't know how things work..like AT&T. If you don't have an iPhone, AT&T reps are pretty useless for tech support.

I have an appt at a corporate store this morning to switch out my device - the rep at the one corporate store told me they wouldn't take an online phone. That was wrong info...and it didn't make sense when I heard it. I've had a really exhausting experience with this phone.

Anybody listening...if your phone hasn't received the update, and your version is not the same version AT&T shows, I would take it back BEFORE THE 14 DAY RETURN WINDOW CLOSES, and exchange it. There's also an option to take it to a Best Buy and have them flash the update to your phone. I don't care about a FPS. I just don't want a phone that can't receive updates period.

In some situations it helps to call customer support before you plan a trip to the store. They can in many cases pre-approve an in-store exchange.

 

[krisguy]

I'm having great luck with my fingerprint scanner once I removed the screen protector.

 

[krisguy]

As a former AT&T corporate rep, here's some tips.

1. If the phone was ordered on att.com, shouldn't be an issue to swap within 14 days.
2. Call and troubleshoot with care/support. They will add notes to make it easier for the manager on duty to waive the restock.
3. Expect store reps to not grok things. I left AT&T because the device training has gone from "Here's some actual training" to "You kids can figure it out."

 

[krisguy]

I received a handful of Samsung app updates today (I think 7 of them), and the fingerprint scanner appears to be working MUCH better. Also noticed the phone is now waking up to the lock screen when I pick it up.

I got a .5GB update after my phone got activated. REALLY helped with all the biometrics.

 

[jcp007]

A Jimmy is Promo YouTube video today recommended registering your right thumb by scanning multiple angles. Repeat with the left thumb. Re-register the right thumb again with multiple angles again.

While the ultrasonic sensor is slower, it is more secure and will only improve as it gets updates and other improvements over time. It is far more difficult to spoof a three dimensional print.

 

[EMGSM]

Hopefully like some people my fps will function well with a screen protector on.

 

[jcp007]

Hopefully like some people my fps will function well with a screen protector on.

Remember to enable touch sensitivity and re-register your fingerprints.

 

[EMGSM]

Remember to enable touch sensitivity and re-register your fingerprints.

Will do. Just soaking up as many tips as possible.