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Original topic:

My new s10+ is NOT detecting a finger when attempting to register one, (Happy Birthday!!!)

(Topic created on: 09-03-2019 09:52 AM)
mancubas
Journeyman
Options
Galaxy S10 Series

My new s10+ is NOT detecting a finger when attempting to register one.
I have performed a OS software update, this completed successfully, but still not able to register a finger.
After a factory reset I asked a family member to register their finger, but this was also unsuccessful.
I look to of received a faulty s10+ 😞
This was a birthday present and this experience has tainted the event, I expected alot more from a premium device from Samsung!

 

Does anyone have any suggestions? or do I just send it back for a refund!

10 REPLIES 10
Koipanda
Explorer
Options
Galaxy S10 Series

Did you try pressing a bit? Mine one sometimes does pick it up but after i press gently it starts to pick up

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mancubas
Journeyman
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Galaxy S10 Series

However hard I press it will not recognise my finger!

 

After spending over an hour on hold and a remote control session it turns out I have a faulty s10+

 

Now on hold again (47mins!!! so far) to Samsung shop to get a replacment shipped!

 

Screenshot_20190309-100916_HwModuleTest.jpg

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mancubas
Journeyman
Options
Galaxy S10 Series

You can check your fingerprint scanner by doing:-

 

1. enter calling app

2. type #*0*#

3. tap sensor

4. tap fingerprint test > normal scan

 

Would love to see what everyone else gets...

 

Thanks.

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mancubas
Journeyman
Options
Galaxy S10 Series

Anyone else fancy testing this on there s10+ ???

 

Thanks.

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Hackett
Voyager
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Galaxy S10 Series
Just tried it mine just says incorrect code
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AntS
Moderator
Moderator
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Galaxy S10 Series

Hi @mancubas : Any joy on getting a replacement sorted out from the Samsung Shop?

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AntS
Moderator
Moderator
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Galaxy S10 Series

Hi @Hackett. Unsure from your other posts if you got yours to work now.

 

...

 

And some quick and easy steps for any others who may be experiencing an issue with their fingerprint scanner:

 

  • Restart;
  • Check for any firmware updates;
  • Check apps are all up to date;
  • Test the scanner Samsung Members > Phone care > Interactive Checks > fingerprint (or the dialler method above).

 

If all of the above don't resolve the issue; and that Members app test gives you a fail result, please contact our Support team.

Hackett
Voyager
Options
Galaxy S10 Series
Yes my scanner works fine on all registered fingers and thumbs
mancubas
Journeyman
Options
Galaxy S10 Series

Hi,

Getting there yes, everything taking far longer than I would of liked, but the faulty handset is being collected today, once its arrived and checked a replacement will be shipped, this could be anything between 7-10days from date of receipt however!

I really hope I am not struck by the news I am reading about lack of supply!

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