topic Re: Fingerprint hardware not available in XZ Series

Fingerprint hardware not available

adamlee2014 — Tue, 01 Nov 2016 10:18:26 GMT

Just turned on my screen to unlock the phone with my thumb when I got this message at the bottom of screen saying "fingerprint hardware not available" so I turned the screen off and back on and it worked, does anyone know what could cause this?

Re: Fingerprint hardware not available

MarlonUk1 — Tue, 01 Nov 2016 11:29:46 GMT

this might be a bug on the software, try to observe if this occurs again. or run Xperia Diagnostics on settings.

observe your phone while on safe mode

if this keeps on, you can perform software repair using Xperia Companion

tips:

1.) you can register one finger multiple time to increase success rate

2.) always clean both sensor and finger

Re: Fingerprint hardware not available

Christofer — Wed, 02 Nov 2016 15:10:13 GMT

Hi @92, I'm sorry to hear this.

If you could take a bug report the next time this happens I can forward it for investigation.

To do this:

Go to Settings > About phone > Build number, tap 7 times on the build number.
Go back and select Developer options then turn on "USB debugging".
Select Logger buffer size and change it to "4 M"
Restart your phone, then wait for this to happen again
Go back to Settings > Developer options, select "Take bug report".

When the report is ready you will receive a notification. Tap the notification to share it. I suggest you upload it to Google Drive and then choose to share a public link to the upload and include the link in the PM.

Re: Fingerprint hardware not available

AntCW — Wed, 02 Nov 2016 20:29:58 GMT

Hi Christofer

A question i have. How come there is such quick response to this thread yet no Sony support staff are giving any updates on the double tap to wake issue logged even though it now spans over 9 pages and we have provided multiple bug reports.

We have had no confirmation this is being looked into further, or even had it confirmed if hardware or software issue, despite a number of us asking for an update?

I hope you can understand my frustration with this and others frustration with being ignored!

Grateful if you could chase this thread up and at least provide update what is happening?

Thanks

Ant

Re: Fingerprint hardware not available

adamlee2014 — Thu, 03 Nov 2016 10:08:54 GMT

I have sent you the bug report in a PM

Re: Fingerprint hardware not available

Christofer — Thu, 03 Nov 2016 15:55:06 GMT

@92 Thank you! I've forwarded it internally.

@AntCW I understand your concern. My colleague Rickard has forwarded that internally and we are looking in to it. I'm afraid I don't have any news though but as soon as there are any news we will let you know in that topic. I will let your post remain in this topic but please try to avoid going off topic in the future. Feel free to send me a PM if you have any further questions.

Re: Fingerprint hardware not available

AntCW — Thu, 03 Nov 2016 19:34:15 GMT

Much appreciated Christopher ☺️

Re: Fingerprint hardware not available

Korben-Dallas — Mon, 07 Nov 2016 04:53:23 GMT

Yes, I can confirm that I'm also getting the same message on my F8332. In it very intermittent and not repeatable. It appears as if when the phone wakes up from sleep, the finterprint sensor takes longer to wake up than the rest of the phone. Locking the phone immediately and waking it up again seems to make it work properly.

I have been using this phone from November 1 and so far I have seen this message twice.

Re: Fingerprint hardware not available

RihoP — Mon, 07 Nov 2016 06:47:28 GMT

Hi to everyone.

I just wanted to mention that I too have seen this anomaly perhaps twice or thrice in about a month of usage. Also did a factory reset just in case.

Re: Fingerprint hardware not available

adamlee2014 — Mon, 21 Nov 2016 15:51:43 GMT

Have you heard Anything back from the bug report I sent you Christopher

Re: Fingerprint hardware not available

Christofer — Mon, 21 Nov 2016 16:16:01 GMT

@92 I have no news at the moment, sorry to say.

Re: Fingerprint hardware not available

meng_xx — Fri, 24 Feb 2017 05:46:58 GMT

try this: download flashtool.net and relock boot loader with the tool

Re: Fingerprint hardware not available

ferms123 — Tue, 12 Dec 2017 06:37:24 GMT

I have this the same issue, and now the fingerprint scanner option on my xz premium is totally gone, i software update and reflash my unit already but still, it never came back...

I don't now what to do now.

Re: Fingerprint hardware not available

Stejsi — Fri, 12 Jan 2018 14:41:44 GMT

Same problem here.

I found not solution yet, safe mode didnt help.

Now settings of fingerprint totally dismissed from settings menu, I thing the OS didnt know about hardware so let disapear setup.

I recommend Sony to find a solution as soon as possible, otherwise is possible retailers will sending hundreds of phones back to the factories as reclamation.

My phone: Sony xperia Z5.

Re: Fingerprint hardware not available

Givera — Tue, 23 Jan 2018 22:25:35 GMT

Same here guys, have had that message now fingerprint totally gone

Re: Fingerprint hardware not available

Givera — Tue, 23 Jan 2018 22:26:07 GMT

Xperia X

Re: Fingerprint hardware not available

Domske — Sun, 01 Apr 2018 04:53:59 GMT

Same problem here. Xperia Z5 compact

Re: Fingerprint hardware not available

Trekcicity — Mon, 23 Apr 2018 12:02:00 GMT

I had this issue with my Xperia XZs. It started off working fine, and after a little while I began to get periodic "fingerprint hardware not available" until after a reboot it was completely gone, along with the fingerprint manager.

I ultimately fixed this by performing a system restore on the phone, using the Xperia software. Perform a backup of your stuff and do the restore, hopefully it works as well for you as it did for me.

Re: Fingerprint hardware not available

Mohamad732 — Mon, 21 May 2018 10:53:27 GMT

I have a xperia x and I noticed that vpn software is a problem, especially hivpn, so the hardware is not a problem. This problem is hardreset ok.

Re: Fingerprint hardware not available

Muhammedsardari — Wed, 03 Oct 2018 13:14:35 GMT

i still have this problem and i flash lollipop rom it's worked but i cant recording video in FHD and HD pls help