S21 ULTRA FINGERPRINT NOT RESPONDING

[Boss_G]

Hi guys. 

Since yesterday, fingerpirnt sensor has been acting up. Sometimes it's working, sometimes not.

I'm using Samsung S21 Ultra, I had already restarted my device a few times. But still, fingerprint sensor doesn't work. 

 Is this a bug?

[butete]

**bleep** thats a tell tale sign hw failure, bring your phone to nearest authorized service center

[SamsungRightCare]

Hello Boss_G,

Thank you for letting us know about your Samsung Galaxy S21 Ultra having issue with fingerprint not responding.

Really understand what your situation right now, expecting your device fingerprint authentication lock mechanism to work as is. Sorry for the inconvenienced it caused you. 

But don't worry; we're here to assist, offer quick fixes, and resolve your device's issues.

To troubleshoot and figure out what's causing your device's fingerprint sensor issues, follow these simple steps.

A) First, ensure that your device is up to date with the latest Software updates.

Settings > About Phone > Software Updates > Download and Install > Follow On-screen notifications.

or Check through the Samsung Members app notification bell icon for new information and announcement.

B) Restarting your device.

Press and hold the Power key and the Volume down key simultaneously for more than 7 seconds to restart it.

C) Disable fingerprint settings and register again.

To register a new fingerprint: Settings >> Biometric and security >> Fingerprints >> Continue > >Set secure screen lock > Start with the center

D) Running the Diagnostic Tools under Samsung Members app.

Step 1. Run Samsung Members and select Get help on the lower half of the screen.

Step 2. Tap View Tests located under Diagnostics.

Step 3. Diagnostics checks, Individually Tap the following.

     Touch Screen; Buttons

Step 4. Your Galaxy phone will then run through the checks.

Step 5. Follow the on-screen instructions to complete the check.

Step 6. You can view your results after each check is complete.

E) Report error through Samsung Members app.

Step 1. Long press Samsung Members icon on Apps screen and Tap Error reports.

Step 2. Tap OK on agreement popup for sending system log data.

Step 3. Select Symptom category. Tap Sensor/Touch.

Step 4. Describe problem in detail and SEND.

https://www.samsung.com/ph/support/mobile-devices/how-to-submit-an-error-on-samsung-members/#:~:text.... 

F) Check and Add Fingerprint.

From Settings, tap Biometrics and security, and then tap Fingerprints. Enter your secure screen lock credentials. Tap Add fingerprint. Follow the on-screen prompts, and then tap Done. 

In order to have a successful fingerprint scanning, you must ensure the following.

• Keep your skin and the fingerprint scanner dry when attempting to unlock your device - the scanner can't read if moisture is detected.
• Your finger should cover the fingerprint scanner completely.
• Make sure no case or cover is restricting access to the scanner.
• Keep the fingerprint sensor free of dirt or debris. If the scanner gets dirty, wipe it gently with a soft dry cloth.
• Scanning each finger at multiple angles will increase the fingerprint scanner's accuracy.
• Try removing your registered fingerprint and re-scan.

https://www.samsung.com/ph/support/mobile-devices/how-to-setup-and-use-the-fingerprint-sensor-on-you... 

G) Clear Cache Partition.

Step 1. Turn-off your phone.
Step 2. Plug in the USB cable via PC or Type-C earphones (in case its USB-C to USB-C).
Step 3. Then press and hold Power and Volume up buttons.
Step 4. Release the power button. When the recovery screen shows up, release the volume up button.
Step 5. Navigate to and select Wipe cache partition (Volume up and down is for highlighting options and power is to select).
Step 6. Navigate to and select Yes.
Step 7. Press the power button to select Reboot system now.

H) For more assistance, you may contact us on our online Samsung support channels below.

https://samsung-livechat.sprinklr.com/seao/ph/index.html 

https://www.samsung.com/ph/support/contact/#onlinesupport  

I) Or contact our Samsung direct hotline numbers below.

#GALAXY or #425299 [Mobile Phones & Tablets]

Available 24/7

1-800-10-7267864 [All Product, Toll Free, PLDT]

1-800-8-7267864 [All Product, Toll Free, Globe]

842 22 111 [All Product, Landline]

Daily (8:00 AM to 8:00 PM)

J) If the problem persists, immediately bring your device to nearest Samsung Authorized Service Center.

https://www.samsung.com/ph/support/service-center/

Hope this content is helpful and your problem gets solved.

Make sure to click the ACCEPT AS SOLUTION button in your subsequent response, if we have satisfied your inquiry.

[Boss_G]

Thanks for the help.

[Boss_G]

Lazy me didn't yet tried rectifiying my fingerprint problem. With all those suggestions and comments, resetting my phone was the only one I have done.

Then this morning, Android 13 came. I updated my software. Tried adding fingerprint, and it works.

Very nice update, many more to explore.

Thanks a lot friends.