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userzYNBSz714s
Constellation

Finger print problem

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Finger print sensor not working on my galaxy S8+. I have to restart my phone to get it working, however it stops working again after a short while. 

1 SOLUTION

Accepted Solutions
Honored Contributor

Re: Finger print problem

JUMP TO SOLUTION

Hello there, @userzYNBSz714s
Let's try some troubleshooting steps, just let us know how these go!

  1. Are all your Apps are up to date? You have 2 places that you need to look. Google Play store and Galaxy app store. Go to both and check My Apps. Make sure there is no app that needs updating. 
  2. Is your phone OS up to date? Go to Settings, About phone and check for software update. Make sure you have the latest phone software. 
  3. Clear phone cache. Instructions are here
  4. Clear Application cache and sometime Application data. Instructions are here
  5. Restart your phone in Safe mode. This is just to help you isolate the issue if it is caused by 3rd part apps. Instructions are here

If those don't help, we certainly want to assist you further with this matter. To better do that, can we have some added details about your specific device and this concern? Things that will help the most would be the exact model number and Baseband version (both under Settings>About Device) for your device as well as your carrier and when you started noticing this happen. Thanks!


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

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10 REPLIES 10
Honored Contributor

Re: Finger print problem

JUMP TO SOLUTION

Hello there, @userzYNBSz714s
Let's try some troubleshooting steps, just let us know how these go!

  1. Are all your Apps are up to date? You have 2 places that you need to look. Google Play store and Galaxy app store. Go to both and check My Apps. Make sure there is no app that needs updating. 
  2. Is your phone OS up to date? Go to Settings, About phone and check for software update. Make sure you have the latest phone software. 
  3. Clear phone cache. Instructions are here
  4. Clear Application cache and sometime Application data. Instructions are here
  5. Restart your phone in Safe mode. This is just to help you isolate the issue if it is caused by 3rd part apps. Instructions are here

If those don't help, we certainly want to assist you further with this matter. To better do that, can we have some added details about your specific device and this concern? Things that will help the most would be the exact model number and Baseband version (both under Settings>About Device) for your device as well as your carrier and when you started noticing this happen. Thanks!


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

Reply
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userNhJaKYgqVA
Constellation

Re: Finger print problem

JUMP TO SOLUTION

I received a replacement phone in the mail today and neither the fingerprint scanner or iris scanner are working what could be the issue. I've updated to latest OS and all apps have been updated. I've tried to use in safe mode same issue. Did I receive a bad phone

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Re: Finger print problem

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@userNhJaKYgqVA Could you be more specific about the troubles you're having? Are they not recognizing you fingerprint/iris? Are you not able to choose to use them? Are you receiving error messages? 

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userNhJaKYgqVA
Constellation

Re: Finger print problem

JUMP TO SOLUTION

When I click to set up my finger prints it gives me an error message and when trying to setup my iris it gets to 50 percent and says iris not recognized 

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Samsung Moderator
Samsung Moderator

Re: Finger print problem

JUMP TO SOLUTION

@userNhJaKYgqVA; Give the troubleshooting steps below a try. Let us know if they are helpful. 

 

Fingerprint Scanner Not Working:

Perform the following:

  • Settings
  • Apps
  • 3 Vertical Dots at the top right corner
  • Show System Apps
  • Fingerprint
  • Force Stop
  • Clear Cache
  • Clear Data
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userNhJaKYgqVA
Constellation

Re: Finger print problem

JUMP TO SOLUTION

Didn't work

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Samsung Moderator
Samsung Moderator

Re: Finger print problem

JUMP TO SOLUTION

@userNhJaKYgqVAI am sorry to hear that. I would be happy to look into the issue further for you. Could you respond in a private message to http://bit.ly/2JH2rq2 with the following information? 

 

First/Last Name 

 

Phone Number

 

Email Address

 

Physical Address

 

Place of Purchase

 

Serial #

 

Model #

 

IMEI #

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Honored Contributor

Re: Finger print problem

JUMP TO SOLUTION

Hey, @userzYNBSz714s. I just wanted to reach back out and see if those steps helped out! If not, please let the Community know so that they can look into different ideas to help further.


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.

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userzYNBSz714s
Constellation

Re: Finger print problem

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Yes. The problem is resolved. Thank you
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