topic I can't register my Fingerprint on sony Xperia xz in XZ Series

I can't register my Fingerprint on sony Xperia xz

Andaliiiib — Wed, 10 May 2017 17:18:50 GMT

When I try to register my Fingerprint a message appear to me says that

Fingerprint enrollment time limit reached

Re: I can't register my Fingerprint on sony Xperia xz

Andaliiiib — Wed, 10 May 2017 17:54:34 GMT

This is the message appear

Re: I can't register my Fingerprint on sony Xperia xz

Uliwooly — Wed, 10 May 2017 18:13:15 GMT

@Andaliiiib

Clean the sensor/power button and try again.

Re: I can't register my Fingerprint on sony Xperia xz

Andaliiiib — Wed, 10 May 2017 18:22:05 GMT

I tried this solution for hundreds of times and didn't work

Re: I can't register my Fingerprint on sony Xperia xz

Uliwooly — Wed, 10 May 2017 18:42:46 GMT

@Andaliiiib

Boot in >>> safe mode and report back

Re: I can't register my Fingerprint on sony Xperia xz

Andaliiiib — Wed, 10 May 2017 21:19:26 GMT

Same problem

Re: I can't register my Fingerprint on sony Xperia xz

Jonas — Thu, 11 May 2017 08:43:55 GMT

Hi @Andaliiiib, sorry to hear about this.

Do you see this message as soon as you go to Settings > Lock screen & security > Fingerprint Manager and go through the first steps with adding a PIN/Password or pattern screen lock or does it appear after a while?

Have you been able to register your fingerprint(s) earlier in your phone or is this the first time you are trying to register it? You can also try registering another finger and see if that works.

If there is no change with another finger and that the message appears directly when you try to register your fingerprint, I would recommend that you perform a software repair using Xperia Companion. This will delete all data that is stored on the internal storage of your phone and reinstall the latest available software.

Since data is being deleted, creating a backup using Xperia Companion before starting with the repair is advised.

Let us know how it went!

Re: I can't register my Fingerprint on sony Xperia xz

Andaliiiib — Thu, 11 May 2017 09:18:27 GMT

I registered my Fingerprint before

But i erased it and try to register it again

When my finger touch the power key this message automatically appear

Re: I can't register my Fingerprint on sony Xperia xz

Andaliiiib — Thu, 11 May 2017 09:19:26 GMT

I made a factory reset yesterday but the same problem remains

Re: I can't register my Fingerprint on sony Xperia xz

Qatrium — Thu, 11 May 2017 09:20:47 GMT

@Andaliiiib

Go to Settings -> About phone -> Diagnostics -> Test -> Fingerprint sensor.

Did it pass the test?

Re: I can't register my Fingerprint on sony Xperia xz

Andaliiiib — Thu, 11 May 2017 09:56:26 GMT

There is no Fingerprint sensor test in diagnostics

Re: I can't register my Fingerprint on sony Xperia xz

Qatrium — Thu, 11 May 2017 10:49:26 GMT

@Andaliiiib

Sorry, my bad. I remember it was there but seems it was removed in some update. You say you did a factory reset, but did you perform a software repair using Xperia Companion as suggested by @Jonas? It's a more reliable process to correct software issues.

Re: I can't register my Fingerprint on sony Xperia xz

Andaliiiib — Thu, 11 May 2017 11:04:52 GMT

Thank you

I will try it

Re: I can't register my Fingerprint on sony Xperia xz

Andaliiiib — Thu, 11 May 2017 13:05:46 GMT

I tried software repair but still the same problem

Re: I can't register my Fingerprint on sony Xperia xz

Jonas — Fri, 12 May 2017 13:18:46 GMT

Hi again and thanks for the update!

In this case your device will need to be examined by a trained technician at an authorized service centre.

I'd recommend that you get in contact with your Local support team so they can assist you further with this matter and answer any questions that you may have regarding local service routines, warranty and consumer laws in your market. I'm afraid that I can't answer all these questions since they vary between markets.

Feel free to keep me posted!

Re: I can't register my Fingerprint on sony Xperia xz

Andaliiiib — Fri, 12 May 2017 13:36:01 GMT

Thank you for your reply

Re: I can't register my Fingerprint on sony Xperia xz

Oberknaller — Sun, 18 Jun 2017 11:21:11 GMT

I have the exact same problem. Was the support able to help you?

Re: I can't register my Fingerprint on sony Xperia xz

Jonas — Tue, 20 Jun 2017 10:30:06 GMT

Hi @Oberknaller, sorry to hear that you are experiencing the same behaviour.

Have you had the chance to try and perform a software repair using Xperia Companion? If you haven't done that, I'd recommend that you start with that, so we can see if the software in the phone was the cause of this or not.

If you still can't see the option for the fingerprint manager in Settings > Security even after the software repair, your device will also need to be examined by a trained technician at an authorized service centre and your Local support team will assist you further with this.

Feel free to keep me posted on how it went!

Re: I can't register my Fingerprint on sony Xperia xz

saoirsetine — Fri, 25 Aug 2017 17:21:54 GMT

Hi, I've the same issue with my xperia X performance. Apparently, the fingerprint sensor is not available in the diagnostic test. Please help, I'm a bit frustrated already.

Re: I can't register my Fingerprint on sony Xperia xz

Jonas — Tue, 29 Aug 2017 12:01:35 GMT

Hi @saoirsetine, sorry to hear that you are experiencing the same behaviour with your Xperia X Performance.

The Diagnostics test does not have a test for the fingerprint sensor, it is only available in the service menu of the phone.

You can access the service menu if you open up the Phone application, once it's opened up, type in *#*#7378423#*#* > Service tests > Fingerprint Test.

If it does say that the fingerprint sensor isn't OK in the test, try performing a software repair using Xperia Companion.

Since data is being removed from the internal storage, it is advised to create a backup using Xperia Companion before you start with the repair process.

If you still can't add fingerprints / find the option in Settings > Lock screen and security after the software repair has been completed, your device will need to be examined by a trained technician at an authorized service centre. Your Local support team will assist you further with this and answer all questions you may have regarding warranty, local service routines and so forth.

Let me know how it went!