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Samsung A21s fingerprint sensor not working

(Topic created on: 15-03-2021 03:24 PM)
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Kiera
Apprentice
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My fingerprint sensor has stopped working and it just keeps telling me to restart. I don't think it is a hardware issue as I have not dropped my phone ect. Any ideas?
5 REPLIES 5
TessM
Mastermind
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Hey @Kiera ,

 

let's have a look into this together. Would you be able to run a Hardware test to determine if this is a hardware fault? You can do this from the Samsung Members app> Get help> Interactive checks> Fingerprint. Is this displaying as normal after running the test? 

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Kiera
Apprentice
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Hi, thanks Tess.

just done one and it said operation failed.
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TessM
Mastermind
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That indicates that there is an issue with the fingerprint scanner and the unit will need to be examined by one of our engineers. Please contact our Support Team to get this arranged: https://www.samsung.com/uk/support/service-centre/

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Kiera
Apprentice
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OK thanks. seems a little bizarre seeing as I've only had the phone since Xmas and I have not dropped it, but I will do that.
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Irais
First Poster
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Hello Tess, I would like to know why my senser is not working. I did what you advised in the post but it says that there is nothing wrong with it. 

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