cancel
Showing results for 
Search instead for 
Did you mean: 
Constellation

Re: S9+ turns off when usinf fingerprint security

JUMP TO SOLUTION

Fixed !!!

I just got my S9 back from repair at a local UBreakIFix (Authorized Samsung Care) and the issue is fixed!!  I got my S9 last week (I am not the original user) and immediately noticed the phone shutting off after going to sleep / screen timeout. Googled around and found this thread and others pointing me to fingerprint reader involvement. Reached out to Samsung support on chat, verified still under warranty. I verified for them that the issue goes away when fingerprint unlock is off. Told me I needed repair - could send it in or take to local authorized repair. Called up local UBreakIFix and they were well familiar with issue. Brought in phone, said repair wouldnt take long, simple test and likely replace of fingerprint reader, but I had to leave it over night since it was end of their day. texted me next day all fixed.  Discussed repair with them and asked is this a case of fingerprint reader going bad or more of a bad batch in general. he said he thinks it was more of the latter (bad batch) - all he knows is they test the fingerprint reader and if it comes up with certain range of codes (assume code equates to certain batch or dates) they need to replace the reader. And poof all fixed.  He said they first started to see the issue last August but someone in their chain eventually figured out the fingerprint reader was at involved and eventually bubbled up the info to Samsung.  He said they have seen the issue on S9 & S9+ not the Note 9 but maybe he was unaware of those.

The rep I originally chatted with at Samsung didnt say they knew of this issue - to the contrary made it seem like they didnt - but once I could reproduce cleanly the issue he sent me off to my local UBreakIFix franchisee for my under warranty repair.   I dunno if this can/will be fixed via software update - perhaps it could - but in meantime I can say the work done for me has resolved the issue.

Reply
Loading...
Asteroid

Re: S9+ turns off when usinf fingerprint security

JUMP TO SOLUTION
Thanks for the heads up. I'll give this a shot asap and update with my results. I just don't understand how the scanner worked fine until the pie update, then started having problems. Maybe it was a coincidence...
Reply
Loading...
Constellation

Re: S9+ turns off when usinf fingerprint security

JUMP TO SOLUTION

@Samsung   @GalaxyS9  @GalaxyS9+  @useroZNzqnY9lG @SamsungJam @SamsungJoJo 

 

Thank you for finally getting to the bottom of this!!

My same issue started in December and I tried EVERYTHING mentioned everywhere as a remedy including factory reset, which is really cumbersome.

The only way I could stop the shut off was to keep google maps on ALL the time, and never lock my phone, which resulted in screen burn-in, overheating phone, and fast battery draining.  

Samsung.....  I would like to have my phone repaired under warrantee for this issue at my local UBreakIFix.   Please help me, and others; receive authorization and direction for this repair.  thank you!

 

 

Reply
Loading...
Samsung Moderator
Samsung Moderator

Re: S9+ turns off when usinf fingerprint security

JUMP TO SOLUTION

@Kennynassar Please send a PM with your full model code and IMEI number so that I may look into this for you. http://bit.ly/2Kq3B5F



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.

Reply
Loading...
Constellation

Re: S9+ turns off when usinf fingerprint security

JUMP TO SOLUTION

Been having this issue as well for a few months now. What do you we need to do to get a warranty repair? 

Reply
Loading...
Samsung Moderator
Samsung Moderator

Re: S9+ turns off when usinf fingerprint security

JUMP TO SOLUTION

@userQtUtt9aQK2 Please send a PM with your full model code and IMEI number. http://bit.ly/2Kq3B5F



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.

Reply
Loading...
Constellation

Re: S9+ turns off when usinf fingerprint security

JUMP TO SOLUTION

I have the same issue. But my s9+ My has expired warranty.

Reply
Loading...
Asteroid

Re: S9+ turns off when usinf fingerprint security

JUMP TO SOLUTION

Thank you so much for the heads up on that! I had the fingerprint sensor replaced as well and am on day three with no random reboots. Fingers crossed that this is the fix. Thanks again! Has anyone else gotten results from replacing the sensor?

Reply
Loading...
Constellation

Re: S9+ turns off when usinf fingerprint security

JUMP TO SOLUTION

 

My phone has just started automatically rebooting when I have the fingerprint scanner enabled. When its disabled the phone doesn;t reboot. @SamsungRei  Can you tell me what I need to do to get the phone repaired? 



 

 

Reply
Loading...
Honored Contributor

Re: S9+ turns off when usinf fingerprint security

JUMP TO SOLUTION

We'd be happy to help with these details, please send us a private message here with your full model code and IMEI.


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.

Reply
Loading...