No active fingerprint sensor

[Matze87]

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 ?

[MarlonUk1]

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

[Matze87]

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 ?

[Emir1]

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.

[_alexdon_]

There was another thread here:

/t5/Xperia-Z5-Z5-Compact-Z5-Premium/Fingerprint-scanner-unable-to-be-use-after-an-update/td-p/114026...

[Matze87]

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

[Emir1]

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.

[dboi101]

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.

[311215]

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

[Coup27]

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.