Xperia Z5 Dual Fingerprint Scanner Issue

[sanchay05]

Dear Sony Concern,

Recently I have purchased Xperia Z5 dula. Which was default by marshmallow (Android 6). Finger print scanner was working well. But from today morning finger print scanner does nor recognise my finger. I have already tried different times by delect finger and add finger.But finally it does not work anymore. Besides my finger and fingerprint scanner is clean.

Please help me. 

Waiting for your kind reply.

[_alexdon_]

@sanchay05 So you have tried cleaning your hands and the sensor and then recording new fingerprints? Is there any error, like hardware missing?

[MarlonUk1]

can you try it while you are in safe mode?

try to run Xperia Diagnostics to see if there is problem with the hardware

[sanchay05]

Hardware Is ok , I have alrady tested. Besides my finger and finger print scanner is clean . Finger print scanner does not recognise my finger.

I have tried in safe mode. but it also does not recognise my finger.

Now what can i do...?

I think it is not hardware issue, update can be fixed that.

but when will  sony relesed next update, i do not know. have you any idea about next update for xperia z5 dual?

[_alexdon_]

@sanchay05 You could try a software repair using Xperia Companion and get back with info.

[Emir1]

Hi @sanchay05,

Sorry to hear about that.

So you can find the menu for the Fingerprint Manager, but regardless of which finger you try to scan nothing happens? Or are you able to register a finger print, but then are unable to actually unlock your device using it?

In both cases I would suggest following @alexdon suggestion by performing a software repair using Xperia Companion first. If you still are unable to use the scanner after that then I would suggest getting in touch with your Local support in order to get assistance with sending your device in to service.

[sanchay05]

i have alraedy updated to android 6.0.1.

now fingerprint works most of the time well. but sometimes it does not work when my finger and fingerprint scanner was clean too.

May be sony have to fixed it permanently. because recently i saw htc A9 and Oppo. The fingerprint scanner works very well with my dust finger in those devices.