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usergpiNxOcsKn
Asteroid

FingerPrint Sensor not working

So I deleted my fingerprints  and didn't used the fingerprint sensor till now, but when i went to the fingerprint section on the settings i pressed on it and got a message that states. " Attention

An error has occured with the fingerprint sensor. If this message appears repeatedly, restart your device" 

I've literally tried everything I can as a customer to fix it myself but at this point im stuck in a hole and it got to the point where i need professional help.

 

1) Restarting my Galaxy s9

2) Clearing cache through recovery mode. (Press Power button + Volume Up + Bixby button >>> Clear cache partition).

3) Attempted the fingerprint sensor test (dial *#0*#), however it reads, "Cannot found Data log!!". ( IM I SUPPOSED TO GET A NEW DATA LOG BECAUSE I DON'T KNOW WHERE TO GET IT.......)

4) Attempted to reset Fingerprint app through Settings >>> Apps >>> Show system apps >>> Fingerprints, however the fingerprint app was nowhere to be found.

5) Reboot Galaxy s9 through recovery mode.

6) Review Software version to ensure it is the latest.

 

PLEASE HELP ASAP THANK YOU FOR YOUR TIME.

4 REPLIES 4
Samsung Moderator
Samsung Moderator

Re: FingerPrint Sensor not working

Hi there!

 

Have you tried adding your fingerprints when your device is in safe mode? Try that and see if that helps any.

 

 Let's try putting the device in Safe mode to determine if there are external factors that cause this symptom. This step will temporarily disable all your third-party apps, but none of your personal data will be deleted. Your customization settings (Wallpaper, Themes, et cetera) will be reset to default once you exit this mode.

 

Please follow the steps below:

 

1. Turn the device off.

2. Press and hold the Power key past the model name screen.

3. When "SAMSUNG" appears on the screen, release the Power key.

4. Immediately after releasing the Power key, press and hold the Volume down key.

5. Continue to hold the Volume down key until the device finishes restarting.

6. Safe mode will display in the bottom left corner of the screen.

7. Release the Volume down key when you see Safe Mode.

- Try adding your fingerprint as normal

 

- To exit Safe Mode, restart your device.

 

Let us know how your device responds after performing this step!

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usergpiNxOcsKn
Asteroid

Re: FingerPrint Sensor not working

Hello, so I proceeded to do what you told me and it appears the problem isnt with any third party apps. When I went to try and put in fingerprints the message "

Attention

An error has occured with the fingerprint sensor. If this message appears repeatedly, restart your device". 

I wanna ask does the fingerprint version have anything to do with this because I noticed that when I go to the hidden dial menu to test the sensor it says it has the

VERSION:NULL 

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usergpiNxOcsKn
Asteroid

Re: FingerPrint Sensor not working

Screenshot_20200123-142051_HwModuleTest.jpgNotice the fingerprint version is "NULL"

 

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Samsung Moderator
Samsung Moderator

Re: FingerPrint Sensor not working

The system cache partition stores temporary system data. It's supposed to allow the system to access apps more quickly and efficiently, but sometimes things get cluttered and outdated, so a periodic cache clearing can help make the system run more smoothly.  
Follow these steps:  
- Turn off the device. 
- Press and hold the Volume Up key and the Bixby key, then press and hold the Power key. 
- When the Android logo displays, release all three keys. 
- An ‘Installing system update’ message will show for 30 – 60 seconds before the Android system recovery menu options appear. 
- Press the Volume down key several times to highlight wipe cache partition. 
- Press Power key to select. 
- Press the Volume down key to highlight yes, them and press the Power key to select. 
- When the wipe cache partition is complete, Reboot system now is highlighted. 
- Press the Power key to restart the device. 
Your phone will take a little time booting up after the cache partition is wiped off of its contents as it will rebuild or recreate those caches. Don’t be alarmed if the phone gets stuck on the logo for a minute or two after this just don’t turn it off so that what was deleted will be replaced successfully. So, wait for your phone to become active. Don’t worry, this procedure is very easy and safe to do. You won’t damage your phone just by wiping the cache partition.  
 

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





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