Fingerprint scanner issues - SOLUTION

[Sensination]

It appears that the widespread issues with the fingerprint scanner are caused by the faulty hardware supplied to Sony by the scanner manufacturer and the only way to fix that is to replace the phone under warranty. Unfortunately there is no way to check if the unit is faulty without booting it up and entering the service menu so prepare for several exchanges until you get a working one.

Please follow this steps to see if you are affected and if yes, log a warranty claim with the seller of your phone:

1. Enter the following code *#*#7378423#*#* into the dialler.

2. Click on "Service Tests"

3. Scroll to bottom and click on "Fingerprint Test"

If the status of your fingerprint sensors shows as "Sensor not OK" like this then you got a faulty unit and you should make a claim under warranty.

It seems that Sony strategy of "cheap components in and expensive packaging" haven't changed since Xperia Z1 and as usual we are the ones paying the price...

[pressefr]

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@RottenFoxBreath wrote:

My sensor works flawlessly both at unlocking the phone and I banking apps.

The service menu shows not OK, so I think that's an error.

And to hand the phone away for servicing due to that is mad .mine works fine, so who cares if the screen says not OK.

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Yea, my Xperia 1 sensor works fine too. I would have returned it and try another manufacturing lot. It's a statistic factor to have a faulty fingerprint sensor. When the Xperia 10 Plus just came out, it had crackling issues... I returned each phone three times, then finally opted to the color I didn't want. If you have issues, return it, replace it. It's just sheer luck to manufacture small tech to fit in a skinny thing candy bar shape. Japan is supposed to be top-notch with its manufacturing, but they have it done in China, or who knows where, now and days.

I do agree that Sony should have done a better quality control checks. PR cleanup and taken the initcitiaive to handled faulty ones themselves. Or do an AB testing process, during manufacturing, but before shipment.

Sony can't get a break, they keep changing their fingerprint sensors from Xperia Z5 Premium to normal power+fingerprint, then started to get complicated with XZ Premium non-US overseas Hong Kong / Taiwan international versions can have power+printprint. Then opted to be put on the sensor on the back with XZ2 Premium, XZ3... The return of the Xperia 1 to the side, but separate power button.... And back again with Xperia 1 II, what a headache!

Sony is planning to make the move to sell their phones on their own website. Which I think, they should have done way earlier after the networks stop buying their products post Z3 T-Mobile and Verizon. Lately, in the last 3 years, I did see XA2 Ultras, XZ3 lineups in Paris, France in FNAC and every major SIM Card network store. In the US with Best Buy and B&H. Sydney, Australia with JB Hi-Fi City even had the Sony Ear Duo on display.

Post Covid-19, Sony really needs to get their online store up and running. International shipping.

[babaknasseri]

My fingerprint sensor stopped working on my Sony phone I put the code in it came up with bad finger sensor therefore I assume Hardwell is not working. I  install find my phone app as I was bored , I had to change my Google password as I did not remember it. I deleted the app later as I did not know how to work it, deleted all the fingerprint records on my phone, restart the phone phone and the Google asked me to store my fingerprint , I went into the setting to a store new fingerprint and it the sensor was working perfectly,  I believe it is a software issue not hardware.

[EMS_MO72]

Hello everyone,

After reporting this issue to Sony mainly with most of the new devices, they use to to raise the matter to technical department when it comes to the Xperia 1 & 5 to roll an update to fix the issue I guess!

But even after the software version update the issue remains! so, they advised sending the device to repair to fix the issue and it gets resolved by doing that.

For Xperia 5 ll for example, when you contact their support, they just do the normal and basic troubleshooting steps which ends by sending the device to the repair ass well.

Sad enough the fingerprint scanner is poor on some Sony phones, but it gets resolved eventually by the repair and sometimes it gets resolved by the software repair with the Xperia Companion ( rarely happens).

Also just to point out, the fingerprint sensor test from the support app on the device is more accurate to tell if the fingerprint sensor is faulty or not. If it's not working it will most likely give you an error message.

So, mainly to solve this issue, you have to contact Sony cause it will probably end with repair.