topic Re: Z5 Dual Fingerprint Scanner Problems in Z Series

Fingerprintsensor fault

Andre_w — Tue, 19 Apr 2016 19:05:56 GMT

Hello,

I have an Xperia Z5c.

I'm looking for a solution about the fingerprintsensor.

Since i updated my Z5c the menu from the fingerprintsensor is gone.Befor the sensor worked well.

I can't select in the menu's no option to learn my finger to the phone.

Has somebody the same problem or the solution.

i done already a softwarerepair but stays the same.

The version is Android 6.0 .versie 32.1A.1.185

All help is welcome. Thanks in advance

Re: Fingerprintsensor fault

Uliwooly — Tue, 19 Apr 2016 19:14:01 GMT

@Andre_w

What do you see under > settings > security

Re: Fingerprintsensor fault

Andre_w — Tue, 19 Apr 2016 19:48:57 GMT

I don'tg see the options for adding my Finger to THE fingerprintsensor. Before THE update i could choose Thijs option in THE menu settings.

Re: Fingerprintsensor fault

Uliwooly — Tue, 19 Apr 2016 19:53:30 GMT

@Andre_w

Settings > Security > Fingerprint Manager > Add fingerprint

Re: Fingerprintsensor fault

Lord_viridis — Tue, 19 Apr 2016 19:56:51 GMT

Exactly where it was before too.

Re: Fingerprintsensor fault

NARFER — Tue, 19 Apr 2016 21:27:23 GMT

Same here, fingerprint manager is just not there. It doesn't appear in the service or anywhere else, simply gone.

Re: Fingerprintsensor fault

Uliwooly — Tue, 19 Apr 2016 22:21:50 GMT

@NARFER @Andre_w

Take a screenshot of this screen:

Settings > Security

and post it here.

Re: Fingerprintsensor fault

Uliwooly — Tue, 19 Apr 2016 22:22:27 GMT

@Andre_w @NARFER

Do you have the US version of this phone?

Did you updated the phone using flashtool or Xperifirm?

Re: Fingerprintsensor fault

NARFER — Wed, 20 Apr 2016 03:43:25 GMT

Nope, bought in Germany and updated came OTA. No unlocked bootloader and/or rooted. Red tint is from the cf.lumen app.

Re: Fingerprintsensor fault

EmileEnslin — Wed, 20 Apr 2016 17:44:02 GMT

I have the same problem. Got mine in South Africa.

The Sony South Africa still advertises the phone on there site with the fingerprint scaner.

Re: Fingerprintsensor fault

Andre_w — Thu, 21 Apr 2016 05:15:13 GMT

Hi all,

Fingerprintmanager is back here!!

I put my Z5c out with main switch (where the fingerprintsensor is on) and forgot to switch him back on.

A couple of houres (2 of 3) later i put him back on and the fingerprintmanager is back in the menu.

I hope this can help others.

Re: Fingerprintsensor fault

NARFER — Thu, 21 Apr 2016 14:00:54 GMT

Did something similar, turn off the phone while keeping the power button pressed. Turn it back on, and after it started keept pressing the power button again. Fingerprintmanager ist back!!.... But it won't let me scan a finger as it just stops, showing an error that no print can was recognised, but it shows directly after I click continue to start scanning O.o... getting weirder every day

Re: Fingerprintsensor fault

NARFER — Thu, 21 Apr 2016 21:31:51 GMT

And gone again after a restart

Fingerprint problem seems to be hardware fault

NARFER — Sun, 24 Apr 2016 22:04:19 GMT

After trying everything from reset and repair via Xperia Companion I figured out how to get my senator at least show up in the settings. I have to keep the power button pressed while starting the phone!? In the service menu (*#*#service#*#*) the senor shows NOT OK. If I keep the power pressed and test again it shows OK.
So do I see that right that this is a hardware problem and not a software/firmware issue? If I have to send my phone to Sony how long do I have to wait for repair or replacement? I need my phone for work and can't wait for two weeks to get it back?
Anyone one from Sony around here that can tell me that?

PS. I am a first time Sony user and as it looks right now last time, too

Fingerprinthardware not available

Zapan — Fri, 06 May 2016 08:10:50 GMT

For about a week now my Fingerprint Sensor is working only part time.

Sometimes it says I moved my finger to fast, sometimes it works, but most of the time I get an (!) at the bottom of the Screen and a message telling me "Fingerprinthardware not available".

I allready Tried to clear the Cache of the Phone, I did a software repair over xperia companion and I booted into Safe mode. Nothing changed.

In the Xperia Service Menu it tells me my Fingerprintreader status is "OK".

Do you have any Idea how to fix this?

I don't want to send It in to the Hardwarepartner of Sony in my country, because I have heard a lot of horrorstories about them and with the Service menu telling me the Status of the Hardware is "OK" they'd send it back to me without doing anything anyway...

Regards

PS: I'm on Software 32.1.A.1.185. The Problem started about 2 weeks after I made the Update, so it should not be connected

Re: Fingerprinthardware not available

canni_xperia — Fri, 06 May 2016 21:18:26 GMT

Same here!

Fingerprint scanner is simply gone

Modell: E5823
Android: 6.0 (+ Sicherheitsupdates 1. Feb 2016)
Kernel: 3.10.84-perf-g19d5d92
Build: 32.1.A.1.185

Bought in Germany. Phone and SD Card is encrypted.

I updated my phone long ago (official OTA, non-rooted, closed bootloader) to Marshmallow and fingerprint worked okay (sometimes did not recognize fingerprints, especially if finger was sweaty or a little bit wet) but it worked. Now - nothing happend - fingerprint hardware is simply gone.

Where do I find it in service menu? Service tests > Security?

There it states MARLIN (Key Ok), WIDEVINE (Key OK), CKB (Key ok), OTP_LOCK_STATUS (Locked), FIDO_KEYS (Provisioned). Don't know if something belongs to fingerprint hardware.

Re: Fingerprinthardware not available

anokiller — Sat, 07 May 2016 20:02:49 GMT

i have the same problem, my problems started before update. I think it really is a hardware problem because it doesnt work in safe mode. But i hope its just a software bug.

Z5 Dual Fingerprint Scanner Problems

RAMY85 — Mon, 16 May 2016 09:04:04 GMT

My Z5 is around 2 Month old frist it was working just perfect and fingerprint was good , then suddenly it started to lag and stop working , after that it simply disappeared from seeting " Fingerprint Manager " as it was never there , then i tried software repaire as per support team advise, i tokk so long with no progress and software repaire process was cancelled - I don't know how long usual it takes to complete software reparie ? - afterwhich it started to work for a couple of hours then same problem returned with this message on lockscreen " fingerprint hardware not avialable " !!! and sometimes i have no message on locak screen as device have no fingerprint sensor.

Have any one faced the same ? is it related to software or hardware ?

Re: Z5 Dual Fingerprint Scanner Problems

Patrik — Mon, 16 May 2016 09:37:19 GMT

Hi @RAMY85,

I am not sure if this is related to the software or hardware, but it is worth to try a software repair beofre sending the phone in to service. If a software repair doesn't help I would advice you to send your phone in to an authorized service center for further investigation. For more information contact your local support.
http://support.sonymobile.com/global-en/contactUs/

Z5 fingerprint hardware not available

Nayibmc — Sun, 19 Jun 2016 19:25:01 GMT

There's the message "fingerprint hardware not available" in my lockscreen. I'm on the latest MM firmware about a month ago, and this started happening yesterday, some days after I applied systemless root. I don't think this is a hardware problem because if I restart my phone it works for about an hour and then it's the same. What can I do?