topic Re: Fingerprint scanner issues - SOLUTION in 1 Series

Fingerprint scanner issues - SOLUTION

Sensination — Sat, 21 Dec 2019 06:35:30 GMT

It appears that the widespread issues with the fingerprint scanner are caused by the faulty hardware supplied to Sony by the scanner manufacturer and the only way to fix that is to replace the phone under warranty. Unfortunately there is no way to check if the unit is faulty without booting it up and entering the service menu so prepare for several exchanges until you get a working one.

Please follow this steps to see if you are affected and if yes, log a warranty claim with the seller of your phone:

1. Enter the following code *#*#7378423#*#* into the dialler.

2. Click on "Service Tests"

3. Scroll to bottom and click on "Fingerprint Test"

If the status of your fingerprint sensors shows as "Sensor not OK" like this then you got a faulty unit and you should make a claim under warranty.

It seems that Sony strategy of "cheap components in and expensive packaging" haven't changed since Xperia Z1 and as usual we are the ones paying the price...

Re: Fingerprint scanner issues - SOLUTION

Jrnr — Sat, 21 Dec 2019 11:30:40 GMT

Same issue, on Xperia 5

Hw 0x0603

Re: Fingerprint scanner issues - SOLUTION

Daveydguk1 — Sat, 21 Dec 2019 11:35:09 GMT

I have error on Xperia 1 but the fingerprint scanner is work to a large extent. Think Sony need come clean on this

Re: Fingerprint scanner issues - SOLUTION

Zacabeb — Sat, 21 Dec 2019 13:04:28 GMT

I don't trust the service menu on this.

It feels like the service menu reporting the fingerprint sensor as "not OK" is an error in itself.

That said, the fingerprint sensor is garbage.

But having the phone serviced or replaced on the basis of this indication in the service menu might just cause unwanted hassle and not get you a phone where the sensor works correctly.

Re: Fingerprint scanner issues - SOLUTION

P_B_81 — Sat, 21 Dec 2019 13:05:42 GMT

OK thank you. My reader has worked quite well since the premiere, but after the last update, still on Android 9, when paying with NFC contactless, or with bluetooth in the car, that day it stopped working at all, anyway !!!

Sensor not OK

Sensor HWID:

0x0603

Re: Fingerprint scanner issues - SOLUTION

RottenFoxBreath — Sat, 21 Dec 2019 17:50:52 GMT

My sensor works flawlessly both at unlocking the phone and I banking apps.

The service menu shows not OK, so I think that's an error.

And to hand the phone away for servicing due to that is mad .mine works fine, so who cares if the screen says not OK.

Re: Fingerprint scanner issues - SOLUTION

Sensination — Sun, 22 Dec 2019 07:40:33 GMT

I'll just repost my Reddit comment here as I see that some people really are totally blinded...

God, so many fan boys downvoting and people who have no idea how service menu and tests work (on a very basic core hardware level)... Even if your FPS works OK but the test shows not OK it does not mean that there's no hardware fault. It's not a binary thing where if OK then it's 100% fine and if not, it's not working completely. That's not how it works! The FPS is faulty and it is a hardware fault as 6 months after the release it still hasn't been fixed. Do you really think that Sony doesn't know or ignores that issue if it is the longest and oldest problem thread on their forum? It's a huge up on Sony's part (even if it's 3rd party supplier faulty hardware I'm sure Sony are still to blame to some extent, for example for choosing cheaper component or unreliable supplier) and it's sad to see people being so blinded by the company. Just to be clear: Sony is a heartless corporation that cares only about the MONEY, your money! They are not some startup enthusiasts trying to break through into the market and deserve no sympathy or any leeway! They are mature, highly successful, experienced company and if they cared, they have enough money and resources to get things done properly.

Feel free to keep your faulty $1,000 phone but I hope at least it some people will do the right thing and make a warranty claim. Even if it is the software issue, each warranty claim will hurt Sony FINANCIALLY which maybe, just maybe will make them consider in the future to care about software quality control at least a little bit or fix it in a timely manner. Money is the ONLY language corporations understand and by making a warranty claim you send them a clear message in the only language they understand saying:

"I will not be taken for a fool! I have trusted you with my hard earned money and I demand at least basic respect back!"

In addition, it's not the first time they pulled stuff like that off and they don't care. Remember left hand side photo blur in Xperia Z5, self cracking glass back in Xperia Z3 or yellow stains on the screen in Xperia Z1? Yeah, exactly...

Also, nobody fancies their 6 months old phone to be replaced for free with a new one without scratches and a fresh battery while also sending a clear message that they should CARE MORE? Once the phone is sent to repair centre the first thing they'll do is run these service tests and won't care if it's software bug or not. You'll most likely get new phone or at least FPS sensor replacement. And if it's a software fault indeed and Sony was just lazy, believe me once they start getting hit with retailers sending back hundreds units en masse that are not faulty, at least maybe, just maybe they'll think twice before releasing bug ridden software again.

That's why claiming warranty for this issue is the right thing to do for both current and future Sony customers and for Sony too!

Think about it as wake up call for them as they are currently sleepwalking into a disaster that will inevitably end in them leaving the mobile market. Pouring PlayStation and camera sensors money into loss making mobile division is only viable for a limited time as at some point they'll be FORCED by their shareholders to close it or start making the dough. It's a listed company after all and that's just the way the things are. It's not Tesla that can have money burning hobby projects on the side funded with private equity by the rich owner.

Rant over... Peace

Re: Fingerprint scanner issues - SOLUTION

mfuad — Sun, 22 Dec 2019 07:43:13 GMT

Sorry, but i don't consider this as a solution and here's why:

Test says that fingerprint sensor is OK, but in reality fingerprint sensor works very bad. The last update (55.0.A.10.26) increased response rate to 50/50 % but now sometimes it doesn't work at all, saying couldn't process fingerprint no matter how many times you try, only restart helps.

Re: Fingerprint scanner issues - SOLUTION

RottenFoxBreath — Sun, 22 Dec 2019 09:26:44 GMT

That rant from the OP, what absolute drivel.

That's not a solution.

How many people have this phone, and it probably works just fine...and how many have it and it doesn't work correctly...nobody knows.

The only thing we do know is that a tiny percentage of owners are vocal here, and that in no way could be used as a test bed for faults.

Sure if your phone does not work, send it in for servicing, but be aware you do not have an automatic right to a new phone, all they have to do is fix it, or provide a reconditioned unit, not give out a new one.

But how many people's have a test screen that says that it works ok, but in use it doesn't work, and how many like me have one that works just fine, but the test screen says it doesnt..

Has anyone pushed for a statement over it, has anyone approached the press or websites or even Sony to bring attention to it.

Has support forwarde this as a fault, bug or hardware issue,?

Re: Fingerprint scanner issues - SOLUTION

MikeB84 — Mon, 23 Dec 2019 17:32:21 GMT

Due to killing or having old phones stolen etc, I don't really have a viable back up phone right now so sending this back isn't really an option for me.

Just checked this and I am indeed getting sensor not okay. Since the Android 10 update however, it has been massively improved for me and whilst it remains the weakest finger print sensor I've used for success rate, it is now serviceable even if it takes a couple of attempts. Sony appear to have made some software tweaks which to my exerience at least have made a significant difference.

Re: Fingerprint scanner issues - SOLUTION

jeoleo7 — Tue, 10 Mar 2020 15:37:23 GMT

Thank you for the longest and clear post.

Actually fps was broken in the latest update. It is a software issue.

I'm saying this with the reason.

fps in Android 9 works better on my phone than Android 10. It opens up in the first attempt.

In Android 10 I have to wait for few seconds or touch the fps twice with the registered finger.

I reverted to Android 9 and tried. It works at the first touch. This arises a question to a user of Sony Xperia 1.

Should I be using Android 9 forever with the working fps or use Android 10 with this buggy fps??

This latest update today version 55.1.A.3.107 (without changelog) must be a security update because It didn't fix the fps.

Why won't they fix it? It has really annoyed me.

Re: Fingerprint scanner issues - SOLUTION

Gilgameshuk — Tue, 10 Mar 2020 17:38:57 GMT

sounds like codswollop to me.

tried it and nothing comes up

FP sensor is working great for me anyway as:

a: I dont attempt to use the sensor when my hands are damp or sweaty.

b:) i follow the instructions carefully and use different parts of the same finger

c:) I register the same finger TWICE

😧 I always delete all fingerprints AND re-register them after a firmware update.

Doing all of the above, i dont have a single failure.

Now on a different tack

I am a little brassed-off with people putting issues onto Sony when it really is USUALLY a user-error and all they need to politely do is put a help request here. Whilst the Xperia 1 DOES have some glaring issues (like the Electronic Image Stabilisation at 4k being actually WORSE than the XZ Premium and a few other issues-with most lately being GOOGLE's fault) I do not think it is entirely fair to off-load at Sony like this.

Now admittedly the COMBINED fingerprint sensor on the XZP and the XZ3 was MUCH faster and better overall, however the xperia 1's design is down enirely to the fault of the 'AMERICANS', as they filed a lawsuit AGAINST SONY for patent infringment (i could not have been a good patent-being that it was for the USA only) so THAT is exactly why on past Sony phones the FP sensor was set to disabled for the AMERICA region ONLY!

Now with the Xperia Mark II it seems they have finally obtained a deal where they can use the much superior combined sensor again.

Like i said there are a few GLARING issues with the Xperia 1, however for me the FPS (I have two sony X1 phones the grey and black) has NEVER relaly been one of them and btw I (if you look on back chats I have posted) had the Xperia 1 since day one!

Re: Fingerprint scanner issues - SOLUTION

Strampke — Tue, 10 Mar 2020 23:31:00 GMT

My impression is that the fingerprint sensor has improved in the 55.1.A.3.49 software but it still is below par.

My sensor works flawlessly both at unlocking the phone and I banking apps.

I quote @RottenFoxBreath because of something else I noticed.

Could you test if my observation is correct that the fingerprint sensor is more accurate when used in for instance banking apps?

Is it just my impression or do other users experience the same behaviour.

Re: Fingerprint scanner issues - SOLUTION

Jon.Hidden-Coley — Wed, 11 Mar 2020 07:57:40 GMT

My FP sensor works probably 98% of the time. If it doesn't, I usually only have to give the sensor a quick wipe and it works. However, I also picked up on your observation regarding banking apps. My FP sensor works first time, every single time I use my banking apps. There was a period where the sensor just wasn't playing ball, but my banking apps were not affected.

Re: Fingerprint scanner issues - SOLUTION

Kim790573 — Wed, 11 Mar 2020 14:27:24 GMT

Mine works fine in banking apps and similar. Not always working when unlocking the phone - seems to help if I wake it up using the power button.

Re: Fingerprint scanner issues - SOLUTION

Strampke — Wed, 11 Mar 2020 14:37:44 GMT

This method of first using the power button seems to help indeed.

Re: Fingerprint scanner issues - SOLUTION

AfroAmericanIdo — Fri, 27 Mar 2020 05:47:45 GMT

My fingerprint sensor issue is a bit different. After short usage, the option disappears from the menu altogether. I ran across this thread and used the service menu to check the fingerprint sensor and it has even disappeared there too. This will mark the 4TH TIME I'm sending the phone in for service and for the same issue. Two out of three times it has been returned without any repairs being made after the shop failed to replicate the issue. I literally pulled it out of the box upon the last return and had the issue appear as before all of my apps finished downloading.

I'm beyond frustrated and nobody in the Sony network seems to care.

Re: Fingerprint scanner issues - SOLUTION

RottenFoxBreath — Fri, 27 Mar 2020 07:48:37 GMT

@Strampke wrote:
My impression is that the fingerprint sensor has improved in the 55.1.A.3.49 software but it still is below par.
My sensor works flawlessly both at unlocking the phone and I banking apps.
I quote @RottenFoxBreath because of something else I noticed.
Could you test if my observation is correct that the fingerprint sensor is more accurate when used in for instance banking apps?
Is it just my impression or do other users experience the same behaviour.

My FPS works flawlessly in both unlocking the phone and in banking apps.

I've not really had an issue with it.

Maybe once or twice, but nothing recent springs to mind.

No complaints here, sorry.

Re: Fingerprint scanner issues - SOLUTION

Gilgameshuk — Sat, 28 Mar 2020 05:18:32 GMT

Never had any problems here either, unless I had wet hands:)

Re: Fingerprint scanner issues - SOLUTION

Yasstruche — Sat, 28 Mar 2020 17:03:07 GMT

It's annoying someone do something it was working well the first days then I used a toothbrush to clean the FPS and after that it's only responsive when I add a new finger in the settings...