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HorrorHound
Asteroid

S9 - An error has occurred with the fingerprint sensor

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I called Samsung support and they said this is a known issue but I haven't seen any other posts about fingerprint scanner not working at ALL for people...

 

Build number:  R16NW.G960USQS2ARF4

 

Fingerprint scanner won't work at all so:

* Samsung health can use fingerprint for heart rate

* Can't add fingerprint as a security feature.

 

Anyone else having issue with the fingerprint scanner not working at all?

1 SOLUTION

Accepted Solutions
Samsung Moderator
Samsung Moderator

Re: S9 - An error has occurred with the fingerprint sensor

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I recommend getting in contact with our Samsung Health Experts. They can be reached at 1-800-SAMSUNG.

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28 REPLIES 28
Samsung Moderator
Samsung Moderator

Re: S9 - An error has occurred with the fingerprint sensor

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Have you tried booting your phone into safe mode to see if the problem still occurs?

To get into safe mode, just do the following:

  • Power your device down
  • Then power it back on
  • Press and hold the Volume Down key when you see the Samsung logo until the phone is powered on. 

Let me know how this works.           

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HorrorHound
Asteroid

Re: S9 - An error has occurred with the fingerprint sensor

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Same error in safe mode.

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Samsung Moderator
Samsung Moderator

Re: S9 - An error has occurred with the fingerprint sensor

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useri4wS6yyGy6
Astronaut

Re: S9 - An error has occurred with the fingerprint sensor

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I have the same problem since yesterday, after the update, it's no longer working even after trying this.

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Black Hole

Re: S9 - An error has occurred with the fingerprint sensor

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@HorrorHound: Were you able to try the troubleshooting steps provided above? 

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userfh7kdciQCB
Constellation

Re: S9 - An error has occurred with the fingerprint sensor

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I am having a similar problem on my S8+, but with all biometrics. I restarted multiple times and have even done a factory reset. When I try the *#0*# diagnostic I get

 

'version: null'

 

for the fingerprint sensor. Which I'm assuming means that there isn't any software installed for it. When I try the iris scan in the diagnostic the phone reboots. Facial recognition give me a fail error every time I try it. 

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Samsung Moderator
Samsung Moderator

Re: S9 - An error has occurred with the fingerprint sensor

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@Heisenberg; Thank you for helping out!

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HorrorHound
Asteroid

Re: S9 - An error has occurred with the fingerprint sensor

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Tried, didn't work.

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Samsung Moderator
Samsung Moderator

Re: S9 - An error has occurred with the fingerprint sensor

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Can I get your full model code, baseband version, and carrier information?

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