topic Finger print entry has stopped working in X Series

Finger print entry has stopped working

Shabz0 — Thu, 22 Mar 2018 20:59:31 GMT

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

Re: Finger print entry has stopped working

Uliwooly — Thu, 22 Mar 2018 22:34:33 GMT

@Shabz0

Settings > lockscreen & security > Fingerprint Manager

Make sure to clean the fingerprint reader.

Re: Finger print entry has stopped working

Jonas — Fri, 23 Mar 2018 14:16:37 GMT

Hi @Shabz0, sorry to hear about this.

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!

Re: Finger print entry has stopped working

ShoganCO — Thu, 31 May 2018 17:52:05 GMT

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?

Re: Finger print entry has stopped working

Jonas — Tue, 05 Jun 2018 11:18:24 GMT

Hi @ShoganCO, sorry to hear about this.

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!

Re: Finger print entry has stopped working

Shabz0 — Tue, 05 Jun 2018 13:12:02 GMT

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

Re: Finger print entry has stopped working

Richarddd — Tue, 05 Jun 2018 20:40:48 GMT

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 😉

Re: Finger print entry has stopped working

Jonas — Fri, 08 Jun 2018 12:26:56 GMT

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

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!

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

Re: Finger print entry has stopped working

Richarddd — Mon, 11 Jun 2018 10:58:19 GMT

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 🙂

Re: Finger print entry has stopped working

Jonas — Wed, 18 Jul 2018 14:16:05 GMT

@Richarddd, Hello again!

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!

Have an awesome morning/day/evening!

Re: Finger print entry has stopped working

Christian11 — Mon, 28 Jan 2019 20:21:24 GMT

Hallo weiß jemand warum es im Support bei den selbst Test den Test für den Fingerabdrucksensor nicht mehr gibt .In voraus besten Dank

Hello someone knows why it in the support in the self test the test for the fingerprint sensor is no longer. In advance, thanks a lot

Re: Finger print entry has stopped working

Strampke — Mon, 28 Jan 2019 21:37:19 GMT

As far as I know it was never in the Support app.

You can find it in Service.

You can call them any time at *#*#SERVICE#*#*

Re: Finger print entry has stopped working

Jonas — Wed, 30 Jan 2019 12:41:12 GMT

Hi @Christian11!

As @Strampke mentioned, I can't remember there being a test for the fingerprint sensor in the Support application either, but you can use the service menu.

Open up the phone application and type in *#*#7378423#*#* > Service tests > Fingerprint Test.

Let us know if that helps!

Re: Finger print entry has stopped working

Shabz0 — Thu, 31 Jan 2019 14:43:54 GMT

The entry is now working.

Shabbir azad

Re: Finger print entry has stopped working

Jonas — Thu, 07 Feb 2019 13:46:04 GMT

Hi @Shabz0, that is great news!

How did you get it to work again? If you could share this information, that would be great in case another user experiences the same behaviour.

Thank you and have a nice day!

Re: Finger print entry has stopped working

Christian11 — Sun, 17 Feb 2019 17:47:51 GMT

Ok, so I can remember that well. It was with the Z 5 compakt initial in the support menu in the tests here. But thanks for the info with the service code.

~~Ok also ich kann mich gut daran erinnern. Es war beim Z 5 compakt Anfangs im Support Menü bei den Tests dabei .Aber danke für die Info mit dem Service Code .~~

@Christian11

I've edited your post as this is an English only forum, you can use Google Translate to reply and/or post.

Re: Finger print entry has stopped working

Jonas — Wed, 20 Feb 2019 12:17:43 GMT

Hi again @Christian11,

Oh, I see!

You aren't experiencing any unexpected behaviour with the fingerprint sensor, is that correct?

Re: Finger print entry has stopped working

Shabz0 — Wed, 20 Feb 2019 13:04:53 GMT

I think the problem has automatically resolved itself..

Re: Finger print entry has stopped working

Christian11 — Wed, 20 Feb 2019 15:01:25 GMT

~~Alles gut wollte ihn testen weil ich es von früher wußte das es geht . Hab es jetzt im Service Menü getan .~~

Everything well wanted to test him because I knew it from before that was possible. Have it done in the service menu now.

Re: Finger print entry has stopped working

Jonas — Mon, 25 Feb 2019 13:32:22 GMT

@Shabz0, awesome! I hope that it will continue to work!

@Christian11, Oh, I see!

Have a great Monday guys!