topic Re: Fingerprint Scanner option Disappeared in Z Series

Fingerprint Scanner option Disappeared

Xain — Wed, 14 Sep 2016 17:37:00 GMT

This topic has been discussed several times, however all the threads seem to be related to errors after the latest updates.

In my case, I have not installed any new software and my latest update was a few months ago, however my fingerprint scanner has suddenly disapperared.

The "Security" menue only shows PIN / Pattern / Swipe.

Besides this issue, the phone works perfectly.

I've done the usual restart / repair / restore to factory settings etc. but nothings worked. It's as if the phone never came with the fingerprint scanner option.

Your expert advice would be appreciated. Thanks

Re: Fingerprint Scanner option Disappeared

Uliwooly — Wed, 14 Sep 2016 17:46:46 GMT

Did you flashed a different firmware?

Re: Fingerprint Scanner option Disappeared

Xain — Wed, 14 Sep 2016 17:48:32 GMT

Nope, I'm a novice so don't even know how to do that.

Re: Fingerprint Scanner option Disappeared

Uliwooly — Wed, 14 Sep 2016 18:01:48 GMT

Do you have the US version? if you do that will explain everything.

Re: Fingerprint Scanner option Disappeared

Xain — Wed, 14 Sep 2016 18:11:31 GMT

Sorry, but would you mind telling me how to check if mine's a US version ?

The model no. is E6653 (Android 6.0.1)

I read somewhere that Sony removed the sensor from the US version, but i've been unlocking my phone using the fingerprint scanner flawlessly until last week.

Re: Fingerprint Scanner option Disappeared

Uliwooly — Wed, 14 Sep 2016 19:01:15 GMT

If you haven't flashed your phone and you already repaired it with XC then you should contact your Local support to get it inspected.

Re: Fingerprint Scanner option Disappeared

Xain — Wed, 14 Sep 2016 19:07:32 GMT

Thanks for trying to help.

Unfortunately the country I'm currently living in has no Sony support.

Re: Fingerprint Scanner option Disappeared

Uliwooly — Wed, 14 Sep 2016 19:13:51 GMT

Where did you bought this phone from? the only thing you could do is to try XC again

Xperia Companion (XC)

Software Repair Guide

Alternatives on How to backup Xperias

http://talk.sonymobile.com/thread/36355

Re: Fingerprint Scanner option Disappeared

Xain — Wed, 14 Sep 2016 20:31:18 GMT

Can't get passed step 5 with XC (doesn't "automatically proceed").

I had Sony PC Companion 2.1 installed on another PC. The repair was completed using it, but still no sign of the fingerprint scanner.

FYI - Fingerprint Manager shows up in "APPs" (since the inception of the issue) but doesn't seem to be in use.

Re: Fingerprint Scanner option Disappeared

Uliwooly — Wed, 14 Sep 2016 21:02:58 GMT

PCC shouldn't work as it was replaced by XC, test XC with a different computer.

Re: Fingerprint Scanner option Disappeared

Emir1 — Thu, 15 Sep 2016 06:28:12 GMT

Hi @Xain, sorry to hear about your phone.

Which country are you situated in, and where did you buy the device? Even if your country is not listed in the "Contact us" page on our website, you should still have a local team. If you tell me where you're from I'll look in to it for you and give you contact details.

Re: Fingerprint Scanner option Disappeared

Xain — Thu, 15 Sep 2016 08:21:47 GMT

Hi Emir, thanks for reaching out.

The phone was a gift from some friends in the US, however I'm currently in Sri-Lanka.

Online customer care said I needed to send it to India !!:smileycry:

Trying to find a local solution

Re: Fingerprint Scanner option Disappeared

Emir1 — Thu, 15 Sep 2016 08:24:23 GMT

Try emailing questions.LK@support.sonymobile.com and explain your situation, hopefully they'll be able to assist you further. Since this is a global user based forum, I can't help you with a local case such as this.

Re: Fingerprint Scanner option Disappeared

willmc — Mon, 28 Nov 2016 03:20:05 GMT

im having the same isues .there seems to be 2 types of homescreen with settings one is sony the other android is this messing things up im in the uk

Re: Fingerprint Scanner option Disappeared

Emir1 — Tue, 29 Nov 2016 09:38:57 GMT

Hi @willmc, sorry to hear that.

I am not quite sure that I understand what you mean, do you experience that your fingerprint option disappeared in Settings > Security? To my knowledge, this should not be affected by the homescreen. Could you clarify what you mean and elaborate?

If you are missing the fingerprint manager, could you try to see if the previous suggestions in this thread help? Namely a software repair using Xperia Companion as a first step.

Please let me know how it went and keep me updated!

Re: Fingerprint Scanner option Disappeared

Xain — Tue, 29 Nov 2016 10:16:08 GMT

FYI - I had no luck contacting support and gave up trying to rectify the issue. Additional over heating doing mundane tasks was it for me. I've given my Z5 to my daughter now. After 15 years of using NOTHING but Sony (T68 to Z5), I finally decided to throw in the towel
I used to be their greatest fan, but now very happy with my One+3

Re: Fingerprint Scanner option Disappeared

Makerz — Thu, 21 Jun 2018 05:13:12 GMT

The finger print scanner of my c5 premium is gone all over the power button not working at all. Just double tapping the screen is my solution in my phone. Can you give a support how to fix it.

Re: Fingerprint Scanner option Disappeared

Xain — Thu, 21 Jun 2018 19:33:11 GMT

Sorry, I had no luck with fixing my fingerprint issue. Like I said earlier, after being a die hard Sony fan for 2 decades, I gave up on them and never looked back since getting my hands on a One+

Good Luck