06-20-2018 12:22 AM
My phone turns off randomly when using fingerprint as a biometric unlock.
I have sent it to a warranty repair center but I received it back with the problem still presisting.
I have done a factory reset and have used the phone on safe mode but it still reboots or turns off while the phone is idle.
I have no SD card in.
The fingerprint sensor is working for all the apps and Samsung Pay but after it goes idle it resets or turns off.
This happens constantly. When it is idle.
Solved! Go to Solution.
07-01-2018 01:38 PM
If all troubleshooting steps have failed, you may need service repairs. I understand you have submitted your phone for repair once before. I would be glad to look into that service and set up another service for you. If you wish to move forward with service repair please send a private message to http://bit.ly/2JH2rq2. Also, please provide the following information. Thank you.
First/Last Name
Phone Number
Email Address
Physical Address
Place Of Purchase
06-22-2018 06:58 AM
I am seeing the same thing
06-22-2018 10:53 AM
@usertWmhVY9NpR: Can I get the full model number of your device?
06-24-2018 05:57 PM
I have the Verizon 64 GB variant.
SM-G965U
06-24-2018 07:50 PM
Thank you for the information. Does this occur with PIN locks and pattern locks as well? Also, try restarting the phone.
06-24-2018 08:14 PM
No my 0hone works perfectly when using pattern,pin and password only, it only restarts when using fingerprint
06-24-2018 08:15 PM
No my phone works perfectly when using pattern,pin and password only, it only restarts when using fingerprint
12-13-2018 10:02 PM
My phone started doing the same thing today. After a backup and factory reset, then restore, the problem persisted.
Then I did a hard reset without the restore.
Eureka! Problem solved!
As i sit here and redownload all my apps and customize my settings and security, i go to register fingerprints. In order to do this I must set a pin. The second I do this the phone shuts down! As soon as i take the security off the phone works fine.
There must be a bug in the security system. This is a problem as I use my fingerprint to access sensitive apps.
12-14-2018 06:23 AM
Hmm this is a new problem can you really not enable just a pin and nothing else?
Normally this problem is related to the unlock with fingerprint.
If you simply add fingerprints and do not turn on fingerprint unlock your phone shouldn't freeze up and you can contucon using fingerprint on your apps including tap to pay
06-19-2019 12:42 AM
@usermepY5Pxm6D wrote:If you simply add fingerprints and do not turn on fingerprint unlock your phone shouldn't freeze up and you can contucon using fingerprint on your apps including tap to pay
I just started having this problem, and narrowed it down to this solution.
Also, if fingerprints are enabled for unlock the phone is usually fine if it's in use. Once it goes idle it takes about a minute and then reboots.