I have some issue with fingerprints sensor. When I try to unlock my phone, it does not perform like before. Again, when I tried to diagonize with the SM Member, it says, operation has been cancelled. It happens when I try to use SM Pass too. It troubling my using experiences. Could it be a cause of some kind of damaging? Like, entering water into the fingerprints sensor? Mine is J6+ and it has its fingerprint sensor mounted over lock button in the right side of the phone. Or is it just software issue? Plz help.
Then there's only solution because you have no problem in safe mode you must visit once a service center near you after reinstall in there system you have no problem
Remove all the fingerprints n re do it, sometimes it might work erratic coz of many reasons, like barely there print on our fingers, wet fingers, the surface of scanner not clean enough etc.
If u think water got into it, first dry it off in home by placing under sun for a couple of minutes, then check if problem remains. If it's not water damage, then remove and add a new finger that has proper print to it n see if those works.
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.
