topic Xperia z 5 dual fingir print is not working in Z Series

No active fingerprint sensor

Matze87 — Wed, 13 Jul 2016 12:38:26 GMT

Hello everybody,

since a few days, i have problems with my fingerprint sensor.

There was a shortly info in the locked screen "fingerprint sensor is not available"

After this, the sensor didn't work anymore and there's also no option for this in the security-menue.

As i've seen in the internet, this is an issue regarding US-devices.

I've bought and use it in Germany (o2/Telefonica).

Do you have some infos for me ?

Re: No active fingerprint sensor

MarlonUk1 — Wed, 13 Jul 2016 12:41:22 GMT

can you try to boot up in safe mode?

or run XPeria Diagnostics ,, settings>about phone>diagnostics

if you recently upgraded your device you can try to perform software repair using Xperia Companion

Re: No active fingerprint sensor

Matze87 — Wed, 13 Jul 2016 12:55:04 GMT

also in the safe mode there is no option for the fingerprint.

In the security menue, the first option is about the screen lock.

phone was updated at 01.04.2016 - Marshmellow 6.0.1

the diagnostics also don't show any fingerprint sensor

i hoped to avoid the software repair as all data getting lost, but at least i will try (inclusive a backup)

Maybe you have some more tipps ?

Re: No active fingerprint sensor

Emir1 — Wed, 13 Jul 2016 13:14:45 GMT

Hi @Matze87,

I'm sorry to hear that.

I recommend that you try a software repair using Xperia Companion, since it also isn't present in safe mode. When the fingerprint manager doesn't show up it is because the phone does not detect it properly.

In case it persists after a software repair, I recommend that you contact your Local support in order to have it sent to service.

Re: No active fingerprint sensor

_alexdon_ — Wed, 13 Jul 2016 16:16:02 GMT

There was another thread here:

/t5/Xperia-Z5-Z5-Compact-Z5-Premium/Fingerprint-scanner-unable-to-be-use-after-an-update/td-p/1140265

Re: No active fingerprint sensor

Matze87 — Sun, 17 Jul 2016 15:41:52 GMT

Apart from much effort, the repair via pc companion has changed nothing....

Re: No active fingerprint sensor

Emir1 — Mon, 18 Jul 2016 11:38:21 GMT

I'm sorry to hear that.

I would recommend sending your device to an authorized service center as the next step, in order to have it examined by a technician. To do so, please contact your Local support.

Re: No active fingerprint sensor

dboi101 — Fri, 29 Jul 2016 11:52:30 GMT

Wanted to let you guys know i have the same issue. Got my Z5 compact in March here in the UK (purchased UK version from Amazon UK), fingerprint scanner worked great until Thursday when i had a brief message saying the hardware wasn’t available. after a restart no message and no sign of fingerprint manager anywhere. Did a Software Repair using Xperia Companion made no difference and starting into safe mode makes no difference.

Will send it to Sony support today - but how annoying to have no phone for a few weeks.

Re: No active fingerprint sensor

311215 — Fri, 29 Jul 2016 16:03:29 GMT

Don't send it to the repair centre. Just read a post from someone who sent their phone back for a Bluetooth problem and got told their screen was damaged and was charged £118. That happened exactly to me but it was an upgrade problem. The repair centre rip you off and it costs you £118. Never buy Sony again

Re: No active fingerprint sensor

Coup27 — Fri, 29 Jul 2016 18:55:30 GMT

I have used the official Sony repair process 3 times and I have never ran into problems like that. I'm sure they would only charge for you a new screen if the phone needed a new screen.

I had a new screen, frame, back and 3.5mm jack fitted to my Z3 last year total bill was £76. Fair to say I was over the moon with that price. They did break the camera in the process which I didn't discover until the device was returned to me, but another trip to the repair centre had the camera swapped FOC.

Xperia Z5 Fingerprint Scanner not working

grantix89 — Wed, 28 Sep 2016 10:50:44 GMT

Hello,

My fingerprint scanner to unlock my phone no longer seems to work and I do not have access to it in the security settings. Is there a reason for this as it is really frustrating!

Kind regards,

Andrew

Re: Xperia Z5 Fingerprint Scanner not working

giorgos42 — Wed, 28 Sep 2016 11:25:40 GMT

Did it work initially? It might be a hardware problem. Try a software repair

Fingerprint sensor has disappeared

plaguexyz666 — Sat, 01 Oct 2016 11:19:45 GMT

I am longer able to find the fingerprint sensor in settings / security??

It's just gone????

Re: Fingerprint sensor has disappeared

Emir1 — Mon, 03 Oct 2016 07:13:45 GMT

Hi, I am sorry to hear that.

I would suggest trying to perform software repair using Xperia Companion, to see if it could be related to the software.

Should the behaviour persist, then I recommend getting in touch with your Local support in order to have the device sent to an authorized service center so that a technician can have a look at it.

Can you help me for fix this problem

My_dream — Sat, 08 Oct 2016 18:39:16 GMT

Fingerprint device is not supported on Android

Re: Can you help me for fix this problem

Emir1 — Mon, 10 Oct 2016 06:35:05 GMT

Hi @My_dream,

Could you elaborate on what you mean?

Fingerprint option missing

amd_2012 — Sun, 06 Nov 2016 07:20:14 GMT

Since last few months my brothers Xperia z5 dual phone fingerprint option missing from the settings menu. Its happen from last update. he went to Sony repair center they said it was a update problem. How can he fix this one. I checked online every one have this issue. Now don't tell this is a hardware issue. Please fix this bug.

Re: Fingerprint option missing

Riweb — Sun, 06 Nov 2016 08:11:22 GMT

Me too. Any news in this?

Re: No active fingerprint sensor

olesya1 — Mon, 07 Nov 2016 07:32:46 GMT

This exact same thing happened to my proximity sensor, just completely removed itself. Sony

Xperia Z5 Premium fingerprint hardware unavailable

BVKrishna — Fri, 25 Nov 2016 16:06:17 GMT

My Sony Xperia Z5 has been giving me a sudden message. Fingerprint hardware unavailable.

Have used : 1. Factory reset, 2. Software Repair using Xperia companion.

Once in 3 attempts the finger print option activates and then after a few days stops working.

Unable to figure out who to resolve this.

In the last 3 months have faced this problem about 4 times.