I bought the phone 2 weeks ago and the fingerprint sensor has stopped working. I deleted my fingerprint and re-added my fingers again, the sensor does add the finger but when I try to unlock the phone with fingerprint scanner it still doesn't work. I restarted the phone, still nothing. I went to Samsung store in garden City brisbane and they were pretty useless. They didn't even want to look at the phone and just said we can sent it off to be look at. Anyone else has this issue?
I understand that. But it's still not registering even after I deleted my fingerprint, re-added which the phone accepted and still having issues to unlock
Sorry to hear that you're experiencing this issue @Lammy92. I would suggest checking that the button is clear of debris and registering our fingerprint again. Then, check Diagnostics in Samsung Members. To do this, open the Samsung Members App, go to Get help > Diagnostics > Fingerprint recognition.
After placing my finger in the fingerprint reader, I received the following message: fingerprint recognition action required. Fingerprint recognition check is required. So pretty much nothing happened
I think another issue as I was re registering my fingerprint again it took ages as I constantly kept getting error message finger not covering entire fingerprint sensor even though I was covering entire fingerprint scanner. Also is it normal for Samsung employees to not bother looking at the phone after discussing the problem and straight away just says we can send it away to be look at and we will not provide a phone for you while we check
Hi @Lammy92, thanks for the extra information. If the issue still persists, please send through an Error Report via the Samsung Members app for our team to take a further look.
To send an error report:
Samsung Members > Get help > Error reports > select issue category > describe issue and frequency > Tick ‘send system log data’ > Send in top right.
