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Constellation

Fingerprint not working

Good morning. since the recent software update. My fingerprint sensor is not responding. This is causing a problem because I now  cannot access my WhatsApp or any other app that is locked and requires biometric authentication 

9 REPLIES 9
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Samsung Care Ambassador

Re: Fingerprint not working

Have you tried clearing the system cache as well as your biometric fingerprint cache?


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Constellation

Re: Fingerprint not working

Can you please direct me on the process to do.both?

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Samsung Care Ambassador

Re: Fingerprint not working

Clearing system cache:

 

- power down your device

 

 -hold the bixby button and the volume up button simultaneously until the Samsung logo appears

 

- once in the boot menu use the volume keys to select clear system cache then use the power button to confirm.

 

- reboot

 

Clearing fingerprint cache:

 

- settings

 

-apps

 

-tap on the three dots on the upper right hand corner and select show system applications

 

- in the search bar, type in biometrics

 

- there should be one result, tap on it

 

- go to storage and clear cache


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Constellation

Re: Fingerprint not working

Tried both. And sensor still unresponsive.  

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Samsung Care Ambassador

Re: Fingerprint not working

Have you tried adding another fingerprint?

 

@Rydah 


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Constellation

Re: Fingerprint not working

20200502_102005.jpg

 

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Constellation

Re: Fingerprint not working

I get that error message when I try to access the fingerprint option to add or remove 

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Samsung Moderator
Samsung Moderator

Re: Fingerprint not working

Thank you for that information. Can I please have your full model number, baseband version, and service provider?


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Astronaut

Re: Fingerprint not working

Well in my case none of the typical diagnostic processes work. And it didnt start til after the latest update. Also I had to manually allow apps to run during power saving mode since I was getting notifications sometimes 15 minutes after. This latest update really needs to be looked at

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