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Original topic:

My Fingerprint sensor isn't responding

(Topic created on: 16/07/20 16:50)
silvervicky756
First Poster
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Galaxy A Series

My Galaxy A7(2018) started showing "Fingerprint Sensor isn't responding" error and I tried restarting the device also wiped the cache partition from Android recovery. But no luck, Any help on this would be much appreciated. 

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6 REPLIES 6
Jasonseery
Smooth Operator
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Galaxy A Series
you could try a full factory reset and see if it works, back up all of your data before this, if not Maybe your phone is still under warranty or a samsung store could fix this?
AndrewL
Moderator
Moderator
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Galaxy A Series
@silvervicky756: If you open the Members app and go to Get Help > Interactive Checks (this may be under 'Go To Phone care > Interactive Checks) > Fingerprint, and follow the on screen prompts, does this test return any errors? In the meantime, please try removing your existing fingerprint from the phone and re-adding it, or adding a different finger, to see if this helps at all.

Settings > Biometrics and Security > Fingerprint Scanner > Manage Fingerprints> Edit > Select your scanned fingerprint > Remove.

silvervicky756
First Poster
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Galaxy A Series

@AndrewL : Thank you for the response!. I tried the interactive check for fingerprint scanner from the Members app but I got the error as in the screenshot. Also I am not able to add/remove the fingerprints from the biometric settings. I am started suspecting this could be a hardware issue.Error from interactive checkError from interactive check

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silvervicky756
First Poster
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Galaxy A Series
Thank you Jasonseery for the response, I am bit hesitant to reset the phone but I could visit the service center nearby.
Solution
AndrewL
Moderator
Moderator
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Galaxy A Series
@silvervicky756: Sorry to hear that. Based on he results of the hardware test I recommend reaching out to our Help desk via the link below, where an advisor will be on hand to assist you further, and book any necessary repairs. Prior to this, please back up your device and return it to it's default factory settings via Settings > General Management > Reset > Factory Data Reset to see if this helps at all. This will remove any personal data from the device, therefore please ensure the phone is fully backed up before proceeding.

https://www.samsung.com/uk/support/contact/

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G4BR1EL
New Member
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Galaxy A Series
It is a hardware problem. I just change the power/fingerprint button for a friend on his Galaxy A7 2018. After I started the phone and had the same problem, Fingerprint sensor error. I power it off, delete the cache partition, restart the phone, fingerprint is working again.
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