Thanks for reaching out to us in order to find out about what's behind your beloved Samsung Galaxy phone having issues with fingerprint error. I feel and understand why you are worried for a device that you've take care so much. If my device is facing similar experience, I will be disappointed too.
Before you try out the below recommendations as to your solution, be sure to check if your device's software are updated with the latest version. Please check how to update your mobile device's software in the following order.
Step 1. Go to Settings > Software update.
Step 2. Tap on Download and install.
Step 3. Follow the on-screen instructions.
Your phone's fingerprint sensor provides a convenient and secure way to unlock your phone, and keeps your personal information safe with no codes to remember. If you're having issues with your fingerprint scanner there are a number of solutions you can try.
Check for common issues with fingerprint recognition on phones.
When you scan your fingerprints on the device, be aware of the following conditions that may affect the feature’s performance:
Inspect the screen for scratches and dirt
• The fingerprint recognition sensor recognizes fingerprints. Ensure that the fingerprint recognition sensor is not scratched or damaged by metal objects, such as coins, keys, and necklaces. • Ensure that the fingerprint recognition area and your fingers are clean and dry. • The device may not recognize fingerprints that are affected by wrinkles or scars. • The device may not recognize fingerprints from small or thin fingers. • If you bend your finger or use a fingertip, the device may not recognize your fingerprints. Make sure to cover the entire fingerprint recognition sensor with your finger. • To improve recognition performance, register fingerprints of the hand used most often to perform tasks on the device.
• The touchscreen may malfunction in humid conditions or when exposed to water.
• To remove fingerprints or dusts, wipe the window glass smoothly with a clean and soft cloth.
• Fingerprint recognition is blocked when the device is under water.
Remove protective cases
• If a phone case covers or touches the fingerprint sensor, or prevents your finger from touching it, it can interfere with the sensor's operation.
Moisturize your hands
• The sensor may not work if your fingers are too dry or chapped. It may be helpful to moisturize your hands with hand lotion.
Remove protective cases
• If a phone case covers or touches the fingerprint sensor, or prevents your finger from touching it, it can interfere with the sensor's operation.
Samsung recommends to use the device with Samsung-Approved cover accessories for protection of product appearance and user convenience.
Remove your fingerprint
If your fingerprint still isn't being recognized, you can try removing and then registering your fingerprint again.
Navigate to Settings, tap Biometrics and security, and then tap Fingerprints. Select one of the stored fingerprints you’d like to delete. Tap Remove,and then tap Remove again to confirm. Repeat these steps to delete any other saved fingerprints.
While you are still in the Fingerprints settings, tap Add fingerprint. Follow the on-screen instructions to register a new fingerprint.
If that doesn't solve the issue(s),you may submit an error report through the Samsung Members app as follows:
Step 1.Launch the Samsung Members app, and then tap the Support icon for more options.
Step 2. Scroll and select Error reports.
Step 3. Choose a category of your concern. Select"Settings/System".
Step 4.Choose the frequency of the issue you are experiencing. Enter issue details or attach a video or screenshot. Then press Send icons to complete the report.
If the issue persists, you may bring your device to the nearest Authorized Samsung Service Center in your area. Rest assured that your device will undergo an assessment to pinpoint the root cause of the issue. Our Samsung engineers and technicians will guide you and offer solutions to restore it.
