Fingerprint

[sortby]

Hi, I just wanna know whats the problem of my phone it says "fingerprint operation cancelled"

It's a samsung s10 5g

[TeamGalaxyRene]

Hello there! sortby,

We are sorry to hear about your experience with your beloved Samsung Galaxy S10 5G having issues with fingerprint operation cancelled error messages. 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 frustrated 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.

Self-Diagnostic check on the Samsung Members app.

Check the status of your device with the Samsung Members app Diagnostic tool. You can select the individual categories you would like to diagnose or run a complete diagnostic check. After the diagnostic is completed, you can select the corresponding icon to see the results and status of your device. Follow the steps below to start your diagnostic check. 

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. If you would like to run through all of the Diagnostics checks, tap Test all. 

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

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

Step 6. When necessary, you may need to manually run or interact with the corresponding function.

Step 7. If preferred, you may check specific Diagnostics and tap them directly to begin. (Select Sensor only).

Step 8. For individual diagnostic checks, you can view your results after the check is complete.

Samsung Members submitting Error reports and attaching error logs.

If you encounter an unexpected issue while using your Galaxy device, try submitting an error report through the Samsung Members app. Attaching a log file will help greatly in analyzing the cause of the issue. After analyzing the log file and confirming the cause of the issue, we will send a response through Samsung Members.

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

Step 2. Scroll and select Error reports.

Step 3. Select the device issues you are experiencing from the list. (Select Sensor/Touch)

Step 4. Choose the frequency of the issue you are experiencing and press the airplane icon to submit your report.

https://www.samsung.com/ph/support/mobile-devices/how-to-use-diagnostics-in-the-samsung-members-app-...

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.

Please try again after you moisturize your hands with lotion or by pressing on the sensor a little harder. Taking your finger off the sensor too quickly could be a reason why your fingerprints are not recognized. Please try again by placing your finger on the sensor for a longer amount of time

 

If the problem persists, immediately bring your device to the nearest Authorized Samsung Service Center. Rest assured that our team of Samsung engineers and technicians are competent to assess your device with suggestions, and offer to provide prompt solutions to restore it up to optimum performance.

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

For more assistance and guidance, you may contact us via our online Samsung Customer Care support channels below.

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

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

Or our Samsung Customer Care 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]

842 221 11 [All Product, Landline]

Daily (8:00am to 8:00pm)

Let us know if you've found a solution by tapping "Accept as Solution" on the answer you like!

Stay safe and have a nice day ahead! Thanks for contacting Samsung.

[sortby]

Hello. I don't know if you got my concern but it cannot be diagnosed be cause theres fingerprint that can be registered on the phone im the first place.

[TeamGalaxyRene]

Hello sortby,

Did you try restarting your device, then begins the fingerprint operation all over from the start?

[sortby]

Tried all of the troubleahooting tips

[uniquehija]

Did you install a tempered glass? I know someone who installed a tempered glass protector on her screen and her fingerprint sensor can't read her fingerprints even if she's toggled on the Touch Sensitivity.

[sortby]

There isnt any