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Fingerprint missing

SOLVED
Rookie
Message 1 of 11
12,033 Views
Message 1 of 11

Fingerprint missing

Since yesterday, the fingerprint is not working and there's no option in security menu.

There are more messages with the same problem, but only for Z5 series.
https://talk.sonymobile.com/t5/Xperia-Z5-Z5-Compact-Z5-Premium/Fingerprint-option-disappeared-today/...

It's the same problem, but with a X compact.
I tried to boot in safe mode, restore from android menu, and repair with xperia companion, with no luck.

Any ideas?

1 ACCEPTED SOLUTION

Accepted Solutions
Genius
Message 8 of 11
14,225 Views
Message 8 of 11

Re: Fingerprint missing

@woox I asked for confirmation and yes you really need to contact your local support to get your device inspected as your problems are related to an hardware issued and not software. 

 

Instructions to contact Local support

 


  » If you find that an answer helped, say thanks and give kudos Slightly smiling Face

Wizardry is the key!

View solution in original post

10 REPLIES 10
Highlighted
Inhabitant
Message 2 of 11
12,022 Views
Message 2 of 11

Re: Fingerprint missing

I am not sure what you say is missing. The Fingerprint Manager option isn't there anymore?

Rookie
Message 3 of 11
11,987 Views
Message 3 of 11

Re: Fingerprint missing

 


@grininja wrote:

I am not sure what you say is missing. The Fingerprint Manager option isn't there anymore?


Yes

One time poster
Message 4 of 11
11,888 Views
Message 4 of 11

Re: Fingerprint missing

In my mother-in-laws phone same thing, since about end of july, the fingerprint didnt work anymore, now i reset the phone to fabric settings, repaired via pc-companion program....

 

Still no fingerprint... My wife has the same phone, no problem with it what so ever...

 

Does anyone have a sollution for this malfunctionDSC_2134.JPG

Genius
Message 5 of 11
11,874 Views
Message 5 of 11

Re: Fingerprint missing

@woox do the following, go in settings, diagnostics, facts and post here the model number and the customization id. I want to check if your device is officially compatible with the fingerprint reader. 

 

If it's compatible and you lost this functionality after a software update what I think happened is that somehow your phone received a wrong OTA and that disable it.


  » If you find that an answer helped, say thanks and give kudos Slightly smiling Face

Wizardry is the key!
Rookie
Message 6 of 11
11,870 Views
Message 6 of 11

Re: Fingerprint missing

Hi @YoGem

 

The model is F5321 and the customization ID 1304-8433 R3D.

 

Tanks! 

 

Screenshot_20170918-164240.pngScreenshot_20170918-164231.png

 

 


Genius
Message 7 of 11
11,863 Views
Message 7 of 11

Re: Fingerprint missing

@woox your Phone is a X Compact "Customized IBE" which I believe means... made for "Spain" (Iberian) - However I am asking confirmation to this and I will let you know whenever I have some news. If my assumption is correct your firmware is correct so your fingerprint should be working and, if it's true you already performed a software repair using Xperia Companion the only solution to fix the problem is to have your device inspected.

 

Bear with me, I will let you know in a few.


  » If you find that an answer helped, say thanks and give kudos Slightly smiling Face

Wizardry is the key!
Genius
Message 8 of 11
14,226 Views
Message 8 of 11

Re: Fingerprint missing

@woox I asked for confirmation and yes you really need to contact your local support to get your device inspected as your problems are related to an hardware issued and not software. 

 

Instructions to contact Local support

 


  » If you find that an answer helped, say thanks and give kudos Slightly smiling Face

Wizardry is the key!

View solution in original post

Rookie
Message 9 of 11
11,829 Views
Message 9 of 11

Re: Fingerprint missing

@YoGem thanks for your help.

 

Ignoring the fingerprint, the phone works perfectly ... so I'm going to think about it

Genius
Message 10 of 11
11,823 Views
Message 10 of 11

Re: Fingerprint missing

@woox all the best however if your phone is still under warranty I will like you to contact Local support because one piece of failing hardware soon or later will break other stuff!


  » If you find that an answer helped, say thanks and give kudos Slightly smiling Face

Wizardry is the key!