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Tips & Tricks

Troubleshoot, find support articles, run tests directly on your phone with the support application.
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Finger print entry has stopped working

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Adviser
Message 1 of 25
2,439 Views
Message 1 of 25

Finger print entry has stopped working

Since I bought the phone in march 2017, vodaphone staff set up my finger print entry. Now March 2018, device  has stopped and does not recognise my thumb. 

Could anyone advise please  the steps on how to get it started again.

 

Speak soon

Shabbir 

1 ACCEPTED SOLUTION

Accepted Solutions
Sony Xperia Support
Message 3 of 25
3,039 Views
Message 3 of 25

Re: Finger print entry has stopped working

Hi @Shabz0, sorry to hear about this. Slightly frowning Face

Is it only the thumb that it doesn't recognize? You can add up to 5 different fingerprints and use all of them to unlock your device, so if you haven't tried removing the old one / adding a few more, I'd recommend doing so, in Settings > Lock screen & security > Fingerprint Manager.

As @uliwooly mentioned, make sure that both the finger and the fingerprint sensor is not dirty or wet, which will make it harder for the device to recognize your fingerprint.

Let us know how it goes! Slightly smiling Face


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

24 REPLIES 24
Emperor
Message 2 of 25
2,434 Views
Message 2 of 25

Re: Finger print entry has stopped working

@Shabz0

 

Settings > lockscreen & security > Fingerprint Manager 

 

Make sure to clean the fingerprint reader. 




"I'd rather be hated for who I am, than loved for who I am not." Kurt Cobain (1967-1994)

Sony Xperia Support
Message 3 of 25
3,040 Views
Message 3 of 25

Re: Finger print entry has stopped working

Hi @Shabz0, sorry to hear about this. Slightly frowning Face

Is it only the thumb that it doesn't recognize? You can add up to 5 different fingerprints and use all of them to unlock your device, so if you haven't tried removing the old one / adding a few more, I'd recommend doing so, in Settings > Lock screen & security > Fingerprint Manager.

As @uliwooly mentioned, make sure that both the finger and the fingerprint sensor is not dirty or wet, which will make it harder for the device to recognize your fingerprint.

Let us know how it goes! Slightly smiling Face


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

One time poster
Message 4 of 25
2,246 Views
Message 4 of 25

Re: Finger print entry has stopped working

I have owned this phone for a couple of months now and the finger print reader has functioned flawlessly. THis morning the Xperia software crashed, caused a reset of my phone and now the reader is not functioning. It continualy states "Move your finger a little bit" after the first couple successful reads and then times out. I ahve tried all fingers, all generate the same response. Any ideas?

Sony Xperia Support
Message 5 of 25
2,170 Views
Message 5 of 25

Re: Finger print entry has stopped working

Hi @ShoganCO, sorry to hear about this. Slightly frowning Face

Just to make sure that this is not caused by the software in device as it occurred after a reset, try performing a software repair using Xperia Companion. This will remove all data stored on the internal storage of the device and reinstall the latest available software version. Since data is being deleted, it's important that you create a backup using Xperia Companion before you start with the repair process!

Let me know if that helps!


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Adviser
Message 6 of 25
2,162 Views
Message 6 of 25

Re: Finger print entry has stopped working

Jonas. Hi. 

My finger print entry is working fine now after I used the basic settings to reset it. Clean and dry. 

Thanks again for looking out for me. 

Speak soon

Shabbir 

Visitor
Message 7 of 25
2,146 Views
Message 7 of 25

Re: Finger print entry has stopped working

After a long time of working without any probleem. My fingerprints Just stopped working. 

I'll try the soft repair wich is adviced. Allthough the advice comes from the forum, and not from Sony itself, it sounds reliable ;-) 

Sony Xperia Support
Message 8 of 25
2,105 Views
Message 8 of 25

Re: Finger print entry has stopped working

Hi @Shabz0, you're very welcome and I'm glad to hear that it's working now again! Slightly smiling Face

Let me know if there is anything else I may assist you with and have a great weekend!

@Richarddd, keep us posted on how it went, and I'm a Staff member so you can trust the troubleshooting that I recommend! Slightly smiling Face

Keep me posted on how it works after the software repair!


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.

Visitor
Message 9 of 25
2,083 Views
Message 9 of 25

Re: Finger print entry has stopped working

After checking out the software tool, I decided to do nothing for now. 

And two days later, the fingerprint worked again.

It seems like 'waiting' solved the problem :-) 

Sony Xperia Support
Message 10 of 25
1,948 Views
Message 10 of 25

Re: Finger print entry has stopped working

@Richarddd, Hello again! Slightly smiling Face

I have been out of office due to vacation so sorry for my late reply, but I can see that I'm back to some great news and I hope that the Finger print is still working for you! Slightly smiling Face

Have an awesome morning/day/evening!


Official Sony Xperia Support Staff


If you're new to our forums, make sure that you've read our Discussion guidelines.

To get in touch with your local support team, please visit our contact page.