IDK 🤷♂️ if this is happening with me only or anybody else .. but i have observed that when i clear my ram from battery and device care, after cleaning the ram and when i lock the phone and unlock again .. the fingerprint scanner dissapers. I even tried to go to settings and biometrics and security, when i clicked on biometrics and security option, My phone freezed and became unreactive... this happend with me almost 2 to 3 times!
1)Before the factory takes the backup call, SMS, and pic data only. Don't backup device settings and apps data.
2)Take backup with the smart switch. Don't install the smart switch from the app store. Connect PC with smart switch meanwhile you'll get smart switch download option for the device. Download and install it.
3) Then full reset from device settings. After full reset and setup, do a clear wipe cache partition. Now connect the device with the PC through the smart switch. Restore your backup.
I hope it'll fix the issue if not then visit the service center.
Thank you for sharing your concern. We acknowledge your query and apologize for the same. And please follow the easy troubleshooting steps which might help to solve the issue. When you scan your fingerprints on the device, be aware of the following conditions that may affect the feature’s performance:
• The fingerprint recognition sensor recognizes fingerprints. Ensure that the fingerprint recognition sensor is not scratched or damaged by metal objects, such as coins, keys, and necklaces.
• The screen protector supplied with the device may cause the fingerprint recognition sensor to malfunction. Remove the screen protector to improve fingerprint sensitivity.
• Ensure that the fingerprint recognition area and your fingers are clean and dry.
• The device may not recognize fingerprints that are affected by wrinkles or scars.
• The device may not recognize fingerprints from small or thin fingers.
• If you bend your finger or use a fingertip, the device may not recognize your fingerprints. Make sure to cover the entire fingerprint recognition sensor with your finger.
• To improve recognition performance, register fingerprints of the hand used most often to perform tasks on the device.
• In dry environments, static electricity can build up in the device. Avoid using this feature in dry environments or before using the feature, discharge static electricity by touching a metal object. Note: You should make sure to use the highest central parts of fingerprint or the most curved part of fingerprint when you register or scan fingerprint
In case the issue still occurs. Please register your concern in Samsung Members Application (Open Samsung Members Application > Get help > Send Feedback > Error report).
Thank you for writing to us. Warm Regards, Samsung Customer Support.
