I updated the newest software update for my Galaxy A70 and it completely messed up my fingerprint access. The cleaning of the fingerprint sensor and re-entering them didn't help.
You have hard time getting them registered again.
I tried to email Samsung support team but it is impossible. I will give anybody 100 dollars reward if you will succeed to get to Samsung Australia support team from a mobile phone. I spend 30 minutes and wasn't able to accomplish such a simple task.
You can get to the automated chat service which is no help at all.
It would be handy to have an email address for the software developers. I would like to contact them with my problem and screen shots from my phone. Maybe I shouldswitchto IPhone?
My wife has one and can always get their support team to help.
Update to the software update post. After several days of biometrics problems and access mostly through the password the reader started to work and it even allowed me to register additional print. The face recognition isn't working as well as in my work A51 but maybe this will improve too. I keep my fingers crossed! 😉
Good morning @J-23. Thank you for bringing this to our attention. I have raised this issue to our research team to find out more information.
In the meantime, are you able to send us an error report as @tn521 mentions above. Please attach log data when you send these error reports as they assist our research team with identifying any potential issues.
No problem- I will do that. I can log in with the biometrics. Maybe not always at the first attempt but usually I don't need to use the password. I also succeeded to get two fingerprint registered again. In comparison to my previous registrations (I did it several times before after previous software updates) this time I had more error messages that my finger doesn't cover the whole sensor and that the scans were too short. Also several times there were setbacks in the scanning process. It appeared as if the program was forgetting parts of the already acquired fingerprint. The guidance was not as smooth as in the past.
Hi @Me77, I am sorry to hear about the issues you've had since the update. So that we can better understand the issue, are you able to send us an Error Report via the Samsung Members app?
To do this, go to:
Samsung Members > Get Help > Error Report > Choose issue > Describe issue and frequency > Tick 'Send Log Data' > Send.
These error reports assist us in identifying any deviations in your device performance. Once this has been assessed by our team, they will get back to you with a response.
