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Constellation

Re: Galaxy S9 shutting down after lock/screen shut off... fingerprint problems? what gives?

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This just started happening to me a couple days ago, after having my S9 in a damp swimsuit pocket.  I've taken this phone in pool many times over the past year, so it is odd if that was the culprit or just coincidence.  Like the other users here, I first tried safemode, clearing cache, and factory reset. 

 

Thanks to Terri, disabling the fingerprint unlock option is a workaround to the phone powering off when locked.  However, I have several apps (Venmo) than I cannot use now since when they first prompt for my fingerprint, the phone shuts off again.  I'm thinking I will have to reinstall these apps now.

 

Dear Samsung, is this a hardware or software issue?  Can you replace the fingerprint sensor for us or release a patch to fix this problem? 

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Samsung Moderator
Samsung Moderator

Re: Galaxy S9 shutting down after lock/screen shut off... fingerprint problems? what gives?

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@qballistic can I please have your full model number, baseband version, and service provider?


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Constellation

Re: Galaxy S9 shutting down after lock/screen shut off... fingerprint problems? what gives?

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I got the same issue, also attributed to a damp swimsuit.

This is not exactly what I call water-proof.

 

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Constellation

Re: Galaxy S9 shutting down after lock/screen shut off... fingerprint problems? what gives?

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@SamsungAdam 

I can't reply directly to your message due the error in the pic below, but here is that info:

 

Model number: SM-G960U

Baseband version: G960USQS5CSEB

Service provider: Verizon

 

samsung reply.jpg

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Samsung Moderator
Samsung Moderator

Re: Galaxy S9 shutting down after lock/screen shut off... fingerprint problems? what gives?

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@qballistic Thank you for that information. If the device still shuts down while in safe mode and a full factory reset hasn't resolved it I would recommend a service repair on the device. Would you mind sending us a private message with your IMEI number so that we can look into what options you have?


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





Please note, notification emails are a DO NOT REPLY address, you must log-in on the community page in order to respond.

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Constellation

Re: Galaxy S9 shutting down after lock/screen shut off... fingerprint problems? what gives?

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So my S9 Plus began doing this about 4 days ago.  My phone is in perfect condition never being out of its otterbox case since it went from the box to the case while still in the store. After doing a Cache clear, running in safe mode and doing a factory reset, samsung tells me I have to pay and send my phone in to be fixed without a replacement device while mine is repaired??? oh yeah Warranty just expired on 5/22/19.  I notice that once it enters sleep mode the white lightning bolt on black screen appears and the phone shuts down and usually reboots, this happens no matter what battery percentage I am at.  The phone works fine as long as I am actively using it, but once it goes into sleep mode it shuts off completely.  

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Constellation

I had the same problem with my phone. All my carrier did...

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I had the same problem with my phone. All my carrier did was keep sending me a replacement phone. After I did my own research it turns out I had a corrupted file somewhere in my SD. Since all my photos and videos were already on the cloud. I toss the SD card I had, got a new one and haven't had problems since.

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Constellation

This one happened to me before because of overused space...

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This one happened to me before because of overused space on Ram or software not properly installed.. I would suggest you back up and factory reset...the factory reset is the best tune up for the phone ive tried and works well with my phone

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Constellation

Re: Galaxy S9 shutting down after lock/screen shut off... fingerprint problems? what gives?

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BLESS YOU AND THIS THREAD. I've been going nuts dealing with this issue for the last week. It started out of the blue about a week after I did an update. 

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Astronaut

Re: Galaxy S9 shutting down after lock/screen shut off... fingerprint problems? what gives?

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Good morning.  This exact problem started happening to me this morning.  Any time the screen went off, the phone would not respond and I would have to turn it back on.  I disabled the fingerprint authentication and that fixed the issue.  So, is this a hardware or software bug?  What can be done to fix it, so I can use the fingerprint authentication again?  @SamsungAdam 

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