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Biometrics - Fingerprint Unlock malfunctioning

(Topic created: 03-12-2024 09:56 PM)
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Karkar22
Cosmic Ray
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Galaxy S23

First, I don't believe this is a screen protector issue. Prior to galaxy s22 ultra, i had no real issue with fingerprint biometric performance . But with s22 and now s23, my prints start malfunctioning almost right away. They work for about 2 -3 weeks, then my print registry start to degrade o,r loses functionality, and they are no longer recognized. Also, I have great difficulty registering my prints at all. The reader gets so far, then stops. After a certain amount of time, the system makes me start over. Sometimes, it takes over an hour to get just one fingerprint set. This issue isn't because I'm inexperienced or doing it 'wrong'. There is something wrong with the sensor hardware/software. This is really irritating. As soon as the os and apps are aware of change, I have to redo the lockscreen for every app that I've set up fingerprint unlock in every place it is available. Now, I'm in the process of removing that requirement. The new issue is that the fingerprint unlock requirement in Samsung Wallet can not be disabled, as far as I can tell. There is an option to disable the fingerprint requirement anywhere. I believe that it is hard-coded. I am frustrated and am migrating my Samsung Wallet and Pass info to other apps. Too bad, I really liked the way it worked otherwise. Yes,I I've tried moistening my fingers, warming them up, etc., etc., etc. Too bad. I like the idea of fingerprint unlock, but it's too time-consuming and irritating to keep redoing it!

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Samsung_Moderator
Community Manager
Community Manager
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Galaxy S23

Hello, Welcome and thank you for being part of the Community. We understand how frustrating it is for the phone to not recognize your fingerprint(s).

This article provides several steps such as removing protective covers, moisturizing your hands, re-registering and adding multiple fingerprints, testing in safe mode, and resetting the phone. https://www.samsung.com/us/support/troubleshooting/TSG01200322/

Also, open the Members app and select the Support Tab. Then select Phone diagnostics. Here you will see an option to test the Fingerprint sensor.

For Face ID, you can try the steps here: https://www.samsung.com/us/support/troubleshooting/TSG01212958/ 

You can also submit error logs in the Members app using these steps: https://www.samsung.com/ae/support/mobile-devices/raising-an-error-report-via-samsung-members-app/

If you are still unable to use the fingerprint feature, we recommend having the phone evaluated by an authorized service center. 

You can use the following link to find a list of service centers in he U.S. that can do the repair: http://www.samsung.com/us/support/service/ or by contacting customer support at 1-800-726-7864.

For assistance outside the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html

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5 Replies
Redwave7
Astronaut
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Galaxy S23
Same problem with me. I'm using s23+ 256gb
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FlatLandis
Astronaut
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Galaxy S23
I had same issue first few weeks of having my 24+ but my brother told me when I scan my fingerprint make sure I hold the screen firmly and kinda rotate ur thumb or other finger for about 3 to 5 seconds so it gets a good read. Ever since my fingerprint responds first try every time!
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Ekamek
Black Hole
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Galaxy S23
Was the registered fingerprint deleted and re-added with the screen protector on? If not, you need to remove all fingerprints and add them again after you install the screen protector.
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LongHiker
Legendary Samsung Care Ambassador
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Galaxy S23

@Karkar22 During the winter months my hands get dry. Once that starts the ultrasonic FP sensors on my devices, phone and computer, have trouble recognizing my fingers. One solution is to use hand lotion to ensure that your fingers aren't dried out. Another solution is to periodically update the fingerprints stored. 

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Solution
Samsung_Moderator
Community Manager
Community Manager
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Galaxy S23

Hello, Welcome and thank you for being part of the Community. We understand how frustrating it is for the phone to not recognize your fingerprint(s).

This article provides several steps such as removing protective covers, moisturizing your hands, re-registering and adding multiple fingerprints, testing in safe mode, and resetting the phone. https://www.samsung.com/us/support/troubleshooting/TSG01200322/

Also, open the Members app and select the Support Tab. Then select Phone diagnostics. Here you will see an option to test the Fingerprint sensor.

For Face ID, you can try the steps here: https://www.samsung.com/us/support/troubleshooting/TSG01212958/ 

You can also submit error logs in the Members app using these steps: https://www.samsung.com/ae/support/mobile-devices/raising-an-error-report-via-samsung-members-app/

If you are still unable to use the fingerprint feature, we recommend having the phone evaluated by an authorized service center. 

You can use the following link to find a list of service centers in he U.S. that can do the repair: http://www.samsung.com/us/support/service/ or by contacting customer support at 1-800-726-7864.

For assistance outside the U.S., please use this link: https://www.samsung.com/us/common/visitlocationsite.html

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