Finger print sensor not working during unlocking screen

[cmnikhil93]

I have encountered this problem a few times now. It is happening more often in the recent times. When I try to unlock my phone, I am not able to unlock it using my fingerprint and the only option shown on the lock screen is swipe to unlock followed by entering the pattern. I have reported this problem to samsung through feedback. But they always come up with a generic reply and I don't even feel like an actual human is replying to the feedbacks and bug complaints. I have attached the phone log along with the complaint (attaching phone log is a separate problem altogether), but they still ask me for a video clip or photo of the problem 🤦‍♂️ How could they not understand a simple thing and on top of that how could I possibly do a screen recording of the problem when it happens in the lock screen? I wont even be able to access the screen recording option. How is the customer support so bad? 

Is anyone else facing the same issue?

Phone: S24 Exynos variant running on One UI 8

[Samsung_OneUi]

You said a full story on issue but you have not said which phone you are using? 🤣

[cmnikhil93]

Lol. Updated the post now. I'm using a S24 exynos variant.

[Samsung_OneUi]

Ok. I have all S24 series varients except snapdragon. I have checked all but i did not find any issue regarding fingerprint unlock issue. If you are using tempered glass, please remove it. S series uses ultra sonic fingerprint sensor. So just apply only screen protector. I am using samsung's original screen protector and trust me. Fingerprint unlocking is so smooth in S24, S24+ and S24 ultra.

[cmnikhil93]

I think I didn't convey the problem properly. It is not an issue with the fingerprint sensor. The lockscreen doesn't show an option to unlock with fingerprint at times. The small fingerprint-like image isn't displayed in the lock screen, and placing your finger where the sensor is will also not work. The lock screen will appear as though you haven't chosen fingerprint unlock option.

[Samsung_OneUi]

I did not face this issue in plus and ultra. but it happened before in past with base S24 when device is auto restart it is possible that finherprint sensor doesn't show sometimes or it may be a software bug. I got this issue when i purchased S24 in april 2024 but samsung care solved issue at that time by reinstalling the os.

[cs_member10]

Dear Samsung Member,

Greetings from Samsung Customer Support!

As per your query, we want to inform you that you have already shared the log files regarding your device issue with our dedicated team. Still, as your issue has not been resolved yet. So, we would request you to please share log files once again through the Samsung member application. Our team will analyse your device issue and share the same with the higher technical department.

Path: Samsung Members Application (Open samsung member application > Tap on support > Tap on send feedback >Choose composer option > Select error > Select the appropriate category > Type your query )

Note: To ensure relevant log information is included in the error report, submit the report within 3 minutes of encountering the bug or error, and do not terminate (swipe away) the Samsung Members application until you are notified that the report has been sent. This can take up to 5 minutes.

Warm Regards,
Samsung Customer Support

[cmnikhil93]

The submission of error log is highly erratic. There is no progress indication of the upload of error logs. Yesterday I was waiting for 15 minutes inside the app and I didn't get a notification of whether the log was submitted or not. Later the support team tells me it wasn't submitted. How long do you expect the customers to wait? It is really cumbersome to wait inside the app, without letting the screen go off. This isn't even user friendly or intuitive. Moreover I have already submitted 2 to 3 logs. How many more times do you expect me to submit?

[RohitRoyy]

Bro i am facing the same issue i have tried few times to reregister my fingerprint again but this problem still there i don't know what is the issue and it is ultrasonic fingerprint but when my finger is wet or greesy it couldn't work than what is the point they gave ultrasonic print