Fingerprint scanner not responding

[Members_8g1OW8s]

Hello,

This morning my fingerprint scanner stopped responding.

When i want to use it i get the message that its not responding and i need to try later, same message when i want to check if its active in the settings of my phone.

What to do?

Thank you in advance!

[xSteveuk]

Hi
Try running a diagnostic test
Click on the get help button
At the bottom of the samsung members page
And run fingerprint recognition

[AndrewL]

@Members_8g1OW8s: Can you try pressing the Volume Down and Power Keys together for around 10 seconds until the phone restarts to perform a Soft Reset. Don't worry, this won't affect your personal data or settings. Check the fingerprint sensor once again, and if the issue persists then please submit an Error Report with accompanying System Log Data, so our experts can deep dive into the issue for you. To do this, please head to the Members app > Get Help > Error Report > Tap 'OK' to send System Log Data > Select the symptom, and include as much detail as possible. To ensure your logs accurately reflect the issue you're experiencing, we'd like you to submit your report within 5 minutes of encountering the problem. Our engineers will then investigate this and respond to you with a solution via the Members app. 

[Members_8g1OW8s]

Hello Andrew,

I tried all kinds of resets but nothing seems to work or fix the problem, i also recieved te notification that there should be dirt or water in the charing port. So the battery died out and im out of options. I think something went wrong with the rapair of my screen in Januari, some connectors not connected correctly or something... I arranged a pickup by the Samsung repair service, hopefully they will repair my phone for the second time in 2 months without any costs....

Thank you for your help!

[CarlH]

Glad to hear you've managed to arrange a repair, @Members_8g1OW8s.

[Members_8g1OW8s]

Got my phone back, they repaired the battery but not the fingerprint scanner..... And i did mention both problems with the phone when i requested the repair pickup.

I will need to send him back for repair... again....