Take our customer survey to evaluate your visit.
It should only take a few minutes to answer five quick questions. Just click the Launch survey button at the end of your visit to begin.
2019-07-10 07:23 AM
Hi, I have a quick question - am I only one having so serious problems with the fingerprint scanner? From few days it isn't working at all, only giving messages: "try again" or "not recognized, try again".
For about a week it worked like a charm, then suddenly it stopped working at all.
Yes - sensor is clean
Yes - thumb is clean and dry.
Did Sony made any "update" that screwed this part so badly?
2019-07-10 10:23 AM
Mine acted like that during the first few days. Deleting all the saved fingerprints and scanning them again solved it for me. You can do this from Settings -> Lock screen & security -> Fingerprint manager -> Delete all saved fingerprints by tapping on the "bin" icon -> Add new fingerprints.
Some people suggest adding the same fingerprints twice or thrice, but my experience with this showed worse results by making recognition slower than usual.
Disclaimer: Moderators are not affiliated with or work for Sony Mobile, their posts represent their own opinions and views. Click here to find out more about the different roles in the community.
2019-07-12 07:26 PM
After I've updated my phone with the update this week my fingerprint reader is working a lot worse.
Maybe it's my sweaty hands but it regonize even when I don't put my finger on.
Before the update it wasn't working correctly either but better then its working now.
I get to much attempts every time.
I've deleted all the fingers and put one in again but still doesnt work.
Fix this please
2019-07-12 10:12 PM
Mines exactly the same, I also re-registered my finger prints and it keeps coming up with the same "finger print not recognised" or "too many attempts" I've even gone as far as to wash my hands and the scanner and still the same problem, I'm not too impressed when I've just spent £900 for the phone, I've used Sony for 10+ years but the support is awful, they just fob you off with generic troubleshooting of no use
2019-07-12 11:04 PM
Mines exactly the same, I also re-registered my finger prints and it keeps coming up with the same "finger print not recognised" or "too many attempts" I've even gone as far as to wash my hands and the scanner and still the same problem.It worked well it the previous version.