Hey, I'm really sorry about that omission. I don't know why that link seemed to not work.
You can find the instructions to update your device at your carrier's website here: https://www.att.com/devicehowto/tutorial.html#!/stepbystep/id/stepbystep_KM1203359?make=Samsung&mode...
I ha e found the issue
It's about secure lock settings .. it was set to 30 min, which means that for 30 min the phone will get unlocked only after a swipe and not accepting any biometrics scanning..
This let me think that biometrics isn't working. I hope this is the issue for others too as by default this was the value set for me.. I changed it to instantly with power key opt and fingerprint or iris scan works like a charm..
But I fail to understand that by default it should still take the fingerprint scan though
Okay, thanks for attempting that. Could you put your device into safe mode to see if this might help?
1. Power your device down
2. Then power it back on
3. Pressing and holding the Volume Down key when you see the Samsung logo
If your device works properly in this mode, we may want to see if we can remove some third party apps to see if this improves your device's reliability.
Either way, please let me know!
I do apologize for this delay, we are working to find a solution to all of the causes of this concern. What troubleshooting steps have you tried without a resolution?
Hey, I hope you are doing well. Would you mind providing us with some of the steps you have already tried?
I could provide some feedback for troubleshooting steps I have taken. I ran into this issue Yesterday. Currently my sensor is not working at all. Meaning I have to log into my phone with my long pin. I've tried rebooting my phone, and turning it off for 3 hours. Also tried to optimize my phones performance, with no success of resolving the issue. I just bought this phone in October. There is no damage to it or scratches. What do you recommend I do to fix this annoying issue??
Hi there, I'm experiencing the same problem as others. First time my finger print was recognised I set a new fingerprint, but this means resetting with banking apps which is annoying. I've tried rebooting my device, but that has not helped. I've only had the phone about six months, so very dissapointing.
Hey, thanks for reaching out, have you already attempted the solution offered by @MJL?
He suggest approaching the fingerprint reader from a different orientation.
If this does not work, please provide me with the following information:
You can find this information in Settings > About Phone.
This will help us determine which models are seeing this difficulty so that we can test for this difficulty.