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No fingerprint settings on German X Performance

Learner
Message 1 of 8
1,876 Views
Message 1 of 8

No fingerprint settings on German X Performance

I know the functionalty is turned off in the US but it should work in Germany right?

 

Ich have a X Performance

41.2.A.2.199 R1DScreenshot_20170606-193930.png

 

 What is wrong? 

 

Thanks 

Hannes 

 

 

 

 

7 REPLIES 7
Sony Xperia Support
Message 2 of 8
1,850 Views
Message 2 of 8

Re: No fingerprint settings on German X Performance

Hi @hasp, welcome to our forum!

You are correct, this feature is not available in the US market, it is however available other markets/regions, for example in Germany, so if you bought your phone from a German retailer the fingerprint feature will be available.

Have you previously had this feature available in your device under Settings > Security and is no longer available after you for example, updated your device? If that is the case, try performing a software repair using Xperia Companion so we can rule out that this is caused by the software in your phone.

The software repair will delete all data stored on the internal storage of your phone and reinstall the latest available software update, so creating a backup using Xperia Companion before starting with the repair is advised.

If the fingerprint feature is not available after the software repair has been completed, your device will need to be examined at an authorized service centre and your Local support team will arrange a repair for you and answer any questions that you may have regarding local service routines, warranty and so forth, so please get in touch with them!

Let me know how it went!


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.

Learner
Message 3 of 8
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Message 3 of 8

Re: No fingerprint settings on German X Performance

Thanks for the reply I will test that the next days and will come back to you .... Thanks a lot

Highlighted
Inhabitant
Message 4 of 8
1,822 Views
Message 4 of 8

Re: No fingerprint settings on German X Performance

Same thing happened to me.  Turns out my phone is a US model even though received from Sony Canada.  

Sony Xperia Support
Message 5 of 8
1,812 Views
Message 5 of 8

Re: No fingerprint settings on German X Performance

Hi again @hasp!

You're welcome and I hope we can sort this out together so you can enjoy unlocking your phone with fingerprint again! Slightly smiling Face

@NetBoySteve1, sorry to hear about that.

Have you been able to use the fingerprint feature in your phone prior to updating your phone to Android 7.1.1? If you have, could you get back to me with your IMEI number in a PM? You can find the IMEI number in Settings > About phone > Status > IMEI information. Starts with 35 and is 15 digits long.

Thanks in advance.


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.

Learner
Message 6 of 8
1,791 Views
Message 6 of 8

Re: No fingerprint settings on German X Performance

I tried SAFE MODE (first) and than REPAIR this weekend.

 

Fingerprint is still not available :.( what next?

Learner
Message 7 of 8
1,790 Views
Message 7 of 8

Re: No fingerprint settings on German X Performance

And forgot to mention rthanks for your help :-O

Sony Xperia Support
Message 8 of 8
1,768 Views
Message 8 of 8

Re: No fingerprint settings on German X Performance

Hi again @hasp, thanks for the update!

You're welcome, sorry to hear that the software repair didn't solve this. Slightly frowning Face

In this case, your device will need to be examined by a trained technician at an authorized service centre, so get in touch with your Local support team and they will assist you further and answer any questions that you may have regarding local service routines, warranty and so forth.

Feel free to keep me posted on how it went!


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.