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

[MarlonUk1]

could you try to boot in safe mode?

also try run Xperia Diagnostics

did you recently updated your device? try to perform a software repair using Xperia Companion

[gcaspall]

Hi

Any pointers on how to do any of those things?  This is my first Android device and until now it's just always worked fine.

Cheers

[MarlonUk1]

you can click on the links above.

as for Xperia diagnostics settings>support>tools>diagnostics

[gcaspall]

Thanks. Didn't realise you'd pasted links in there. I'll have a look

[_alexdon_]

@gcaspall You can also take a look at the last pages here:

/t5/Xperia-Z5-Z5-Compact-Z5-Premium/Fingerprint-scanner-issues/td-p/1053646/page/10

[gcaspall]

Hi

Can somebody please help me with this problem?

Firstly, the fingerprint scanner on my Z5 Compact stopped working a month or so ago.  Not only did it stop working, but all settings for it had been removed from the settings menu somehow.  I can only assume an update did it.

Under advisement I reset my phone, but first I backed it up using the Sony Xperia Companion software.  Now I've reset the phone and the fingerprint scanner and options are still non existant, and what's more, when I go to Restore in the Xperia Companion software on the PC, the latest backup isn't there!  If I go to the Backup option though it shows up as a valid backup that can be added to!

As it is I've now got a factory reset phone which not only hasn't got a fixed fingerprint scanner, but none of my contacts or data etc on it.

Any and all help will be most gratefully received.

Cheers

Graham

[Bugmenotsony]

Okay,

there we go:

First of All: All people told you to test diagnostics, but you didn't tell the outcome of your test.

2.) Go to dialer and dial: " *#*#7378423#*#* " --->Service Test--->Fingerprint Test.

3.) Are you US ? Then read this:

http://www.droid-life.com/2016/01/15/ok-then-no-fingerprint-sensors-for-xperia-z5-and-z5-compact-in-...

[gcaspall]

His
Thanks for helping with this
I'm in the UK not the US.
I went in to the diagnostic as you suggested there, and in 'service tests' there is no mention of the fingerprint scanner whatsoever
I checked in 'service tests -> security' and again nothing there either.

[Bugmenotsony]

Does fingerprint show up in :


Settings - - > Apps - - >Show System Apps