Fingerprint scanner not working at all

[gcaspall]

Can somebody please explain why over the weekend, the fingerprint scanner on my Z5 Compact has stopped working?  Has always worked just fine ever since I got the phone last year. Now when I put a registered finger or thumb against it the power button, absolutely nothing happens.

I've checked in Settings -> Security and there are no longer any fingerprint manager options. I'm confused as to why it's just vanished. The fingerprint manager app is still installed and active apparently but there are no longer any options for adding or deleing fingerprints.

This is extremely annoying as I used the feature a lot, not just for unlocking the phone but also accessing online banking etc.

Any help very much appreciated.

Cheers

[Hei133]

Hi!

Just want to reply with my experience of this fingerprint scanner problem.

I have Z5 dual and was using fingerprint unlock since MarshMallow with no issues, but after the latest .253 update, I suddenly start experiencing the dreaded "fingerprint hardware not available" issue. After it happens, all fingerprint security stuff disappears and even the service menu does not see it.

I tried all the suggested ways in web as above to try recover, (XC repair, factory reset, downgrade to Lollipop etc etc) and still no working.

Finally I stumbled on way to make it work again!

What I did:

1. Backup my data etc

2. Downgraded to Lollipop 5.1.1 (not sure if this is needed, but this is the only way I can get rid of the .253 upgrade). Note: After downgrade Lollipop, fingerprint scanner is still not working even after wipe everything until I did the following steps.

3. Go into Apps->All, Do "clear cache", "clear data" and "force stop" for all Fingerprint related stuff. There is "Fingerprint manager", Fingerprint ASM", and 2 "com.Fingerprint.xxxx" services.

3. Then using ES explorer in /System/Apps, I try to install all the Fingerprint related apps. there are 2, "fingerprint ASM" and "fingerprint service". "still no fingerprint hardware after this step

5. Long press Vol Up + power key and feel the 3 vibration.

6. Finally power up the phone again. This time fingerprint scanner is working!!!! All fingerprint scanner options restored in Settings->Security and Service menu!

Note: I had tried just purely downgrading to Lollipop and was seeing no relief until I did steps 3-6 after downgrade.

I fully suspect .253 update causing this issue for me, cos it happened to me twice after I installed back .253 and twice I manage to restore back via the above way. Now I am staying away from the 253 update for good.

One strange behavior, after .253 showed problem, when I go into Apps, I no longer see  the "com.Fingerprint.Fido.xxx" service that I saw after downgrade to Lollipop, only 1 com.Fingerprint.service was left. Perhaps the developers would know why.

Hope this helps someone!

[Michael207]

Hi, now after 2 months of using this, my fingerprint sensor has also almost fully given up on my Z5P.
I had to scan 2 fingers I use all over again and used all 5 print savers. And still I have a chance of 5% to get it to work.
Ridiculous right!?
This software version has totally ruined the phone.
I wanted to downgrade, but I don't want to void my warranty.
(I know many people say it won't get void, but I've been through all that already and I won't do that again!!!!)

There are so many issues, I really cannot explain myself why Sony is not doing nothing about this version!

[NecroSony]

Z5 E6653 here,

Same problem as above where FP scanner disapears completely and does not even show up on ANY  tests (yes I did all of the above-mentioned).

Now my front light sensor has bugged out, meaning that when I make a call the screen goes black even when phone is on a table without anything above it to trigger the sensor (and YES the phone is clean).

This means that when I call someone, unless they hang up or the phone is restarted with the button combo, I cannot end a call (expensive).

Furthermore, I cannot even run the Sony diagnostics program on the phone, as the program crashes. This occurs even when diagnosing a working component, such as the camera.

I have also backed-up and restored the phone.

I emailed them, to no avail.

This device has been inside a hard leather protective cover since the day it was bought and has NO physical damage.

The previous sony I bought was also bugged . I assumed it was just that device and got the Z5 E6653.

The only option, also as stated above, is to send it in and get a new model.

For the last 10 years i have been a Sony fanatic, that has ended today.

I will never purchase a Sony device again, not even a TV. 

Good job Sony, you successfully conned me for the last time.

[Tabiolo]

Thanks a lot bruh

   Never taught id found the solution here. Thank you  so muchhhh:)

[AldoJavier]

Yo solo complete los pasos del 3 al 6 y luego de un tiempo volvió a funcionar 

Translation via Google translate:

I just completed steps 3 to 6 and after a while it worked again

[Qatrium]

@AldoJavier

I used Google Translate to find the meaning of your message. Kindly post your future questions/feedbacks in English so we can assist you, this is an English based forum.

[Topster]

On first Z5P, WIFI and Bluetooth stopped working after 5 months, taken in for a warranty repair, phone returned after 8 days and then it worked for 1 week. This was then swapped for a new Z5P, I've had this phone for 3 months and 2 days ago woke up to Volume down not working, within an hour the Volume up and power button / fingerprint scanner stopped working (I could not lock the phone!). Data resetv done, no change! Z5P replaced and today (2 days after receiving it) the Volume down stopped, a fingerprint scanner hardware not detected flashed up and then Volume down and and not visible in Lock Screen & Security menu. Power button no longer locking phone....Factory data reset performed...no change...hair loss severely increased....!

WTH is going on with this phone! 

[ahmadeg55]

I have the same problem

Yes.showing up

[Knowhow]

Get the app Dateimanager, open the app scroll down and delete all of the Caches on your Phone, had the same Problem this fixed it by accident hha, some app or update caused this prob

[Nshopov]

 So it's been some time now and the issue has not been fixed. The Safe Mode doesn't do the trick and the Diagnostics doesn't show the fingerprint sensor ckeck at all.

Software repair makes no differrence whatsoever.

Has anyone figured it out yet?