Unlocking Device via Fingerprint

[asimon1006]

Ok..im a sales rep at at&t...over the last month ive had at least 5 people come in saying the fingerprint scanner wont recognize their finger and the backup password is wrong when they insist they know what it is. Does anyone know whats causing this to happen? The only solution we come across is to factory reset their phones...and most dont have their stuff backed up or have no idea what their google information is. I know the importance of backing up...but most customers wont do it...any ideas out there ??

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[AlphaTango414]

It's a security issue so there is no simple work around. The best thing you can do is when selling a device to a customer, take the time to explain the importance of backing up and keep track of Google AND Samsung credentials.

 

[Javier P]

Dumpedduce said it all, it's a security issue and if there was an easy fix available online ... well ... that would be a thief dream came true

The only solution for people with that problem is going to a shop like yours where someone will check that they are the legitimate owner of the device.