topic Re: Fingerprint lock doesn't work! in XZ Series

Fingerprint lock doesn't work!

AnP155 — Sun, 23 Oct 2016 05:38:34 GMT

Fingerprint scanner works, meaning I could set it up as usual. But unlocking the device using the same doesn't seem to be working 3/5 times, specially when there are many notifications. The lock screen goes to swipe to unlock and the PIN entry screen shows up. No matter how clean my fingers or the scanner is, unlock doesn't happen. It's become pretty obvious as a bug that needs immediate attention. I did a complete reset on the fingerprint manager, still no use.

Re: Fingerprint lock doesn't work!

Sunking1011 — Sun, 23 Oct 2016 10:50:12 GMT

My fingerprint sensor works ok. Have you recorded several different fingers? You can also record the same finger multiple times just to make sure. Your sensor may be faulty.

Re: Fingerprint lock doesn't work!

CrisLange — Sun, 23 Oct 2016 11:08:52 GMT

The fingerprint sensor on my XZ works wonderfully. Were you having such problems with it from the time you started using or did the problem escalate with the passing days? If it was inaccurate since new, it's probably a faulty sensor.

Re: Fingerprint lock doesn't work!

AnP155 — Mon, 24 Oct 2016 01:06:57 GMT

Yes, I have recorded close to 4 different fingers. Like I mentioned, it's not that the sensor isn't reading my fingerprint. First couple of days, everytime I tired to unlock & pressed power button, the lock screen used to be on FP unlock. Now 3/5 times it's going good to PIN unlock which is secondary lock mechanism. I don't think it is a faulty sensor as much as it looks like a software bug.

Re: Fingerprint lock doesn't work!

Elang — Tue, 25 Oct 2016 06:20:41 GMT

Am confused with the functionality of fingerprint sensor for below reasons
- My understanding is this, when i soft touch the sensor with my finger which is been recorded to read my touch, I expect it unlock and get me to home screen. But instead I have to make a press, which takes me to finger sense screen and now if I make soft touch, it takes me to home and the secondary is inputing PIN.
- I requested my friend to unlock my phone, and to my surprise it didn't take him to finger sensor screen or to the PIN input screen, rather it took him directly to home screen.

So am really confused with its functionality, can someone help me to clarify.

So far below are the issues that I faced
-phone heats up, while charging, while just watching video on YouTube for just few minutes.
-battery drains fast.
-finger sensor doesn't seems to solve the purpose. It makes me to question, what's the point having fingerprint sensor.

Help me clarify

Re: Fingerprint lock doesn't work!

AnP155 — Tue, 25 Oct 2016 06:52:45 GMT

@Elang yes, even I surprised that one has to press the power button to wake the phone and then the FP scanner reads your fingerprint followed by taking you to the Home screen! A soft touch should have been doing all of this to ease out the process. Although none this matters if the phone keeps going into PIN or any other secondary unlock system every single time. There's absolutely no role played by the FP scanner. It's as good as being disabled like in the US variant.

Can someone from Sony please respond?!! This is a serious issue which needs attention.

Re: Fingerprint lock doesn't work!

Elang — Tue, 25 Oct 2016 08:49:19 GMT

Thanks friend for responding quickly. Yeah, u r right

Re: Fingerprint lock doesn't work!

Christofer — Wed, 26 Oct 2016 13:55:31 GMT

Hi,

@AnP155 I'm sorry to hear this. If you can create a bug report and send it to me I can forward it internally for investigation.

To do this:

Go to Settings > About phone > Build number, tap 7 times on the build number.
Go back and select Developer options then turn on "USB debugging".
Select Logger buffer size and change it to "4 M"
Restart your phone, then replicate this
Go back to Settings > Developer options, select "Take bug report".

When the report is ready you will receive a notification. Tap the notification to share it. I suggest you upload it to Google Drive and then choose to share a public link to the upload and include the link in the PM.

@Elang You should only have to press the power key once, in order to wake the device. After you have pressed the power button to wake up your device simply keep resting your finger on the key without pressing it again and the device should unlock. If you press too hard, your fingerprint may be distorted.

Re: Fingerprint lock doesn't work!

Sunking1011 — Wed, 26 Oct 2016 14:01:30 GMT

My fingerprint scanner works fine, I press the button once and I'm taken to the home screen.

Re: Fingerprint lock doesn't work!

AnP155 — Wed, 26 Oct 2016 14:03:03 GMT

@Christofer, I shall do as suggested and share the bug report asap. But please help me understand as to why it is necessary to press the power button at all to wake the device. The common usage of an FP sensor is to scan and directly lead to the Home page. I really think Sony should consider the possibility of implementing this.

Re: Fingerprint lock doesn't work!

AnP155 — Wed, 26 Oct 2016 14:17:23 GMT

@Sunking101 wrote:
My fingerprint scanner works fine, I press the button once and I'm taken to the home screen.

"I never said the fingerprint sensor is faulty"

The issue is, I am having to use PIN unlock (secondary/backup lock system) to unlock the device almost 3/5 times! Why isn't the device picking up FP unlock?? Can someone answer this, please?! As suggested by the Sony representative, I press the power button once to wake the device but I don't see the Fingerprint icon that generally appears at the centre bottom of the screen. Instead, I am seeing the LOCK icon, wherein I swipe left to be lead into the PIN entry screen. This obviously looks like a software level issue.

Re: Fingerprint lock doesn't work!

n13L5 — Thu, 27 Oct 2016 00:33:40 GMT

The finger print sensor is definitely one of the things SONY got right on this phone.

If your's doesn't work right, its gotta be either configuration or you got a bum unit that needs replacing.

Re: Fingerprint lock doesn't work!

Elang — Thu, 27 Oct 2016 11:25:32 GMT

Thanks AnP155 and christofer . I have to resend my product back to amazon india, due to various problems that i faced .

Re: Fingerprint lock doesn't work!

Christofer — Thu, 27 Oct 2016 12:14:09 GMT

@AnP155 I'm afraid I don't have any information about that. I do see your point though and I can forward this as user feedback.

@Elang You're welcome! Sorry to hear that your device is in need of service though.

Re: Fingerprint lock doesn't work!

AnP155 — Thu, 27 Oct 2016 13:27:36 GMT

@n13L5 wrote:
The finger print sensor is definitely one of the things SONY got right on this phone.
If your's doesn't work right, its gotta be either configuration or you got a bum unit that needs replacing.

Brother, did you even read anything that I wrote in my posts? I have very clearly mentioned, at a hardware level, the FP sensor is doing its job. But it is the software that needs to decide which hardware should work when!

It is the software that keeps going into PIN unlock and not using the FP UNLOCK! Because 2/5 times when it does use fingerprint unlock, it scans without any issues!

Re: Fingerprint lock doesn't work!

Christofer — Tue, 15 Nov 2016 12:45:52 GMT

@AnP155 I did receive some feedback today regarding the bug report you sent me earlier and I recommend that you get your device examined by an authorised service center. You can contact your Local support team if you need help proceeding with this.

Re: Fingerprint lock doesn't work!

OminousFate — Tue, 04 Apr 2017 21:09:59 GMT

I have used The fingerprint lock for some days now, and up until today it has worked perfectly. For some odd reason the fingerprint scan and pin code vanished and all I had to do to unlock the screen was swipe the screen with your finger. Neither finger scan or pin code was asked for. I've scanned 3 fingers only and I could use all 7 remaing fingers to unlock the phone. After I restarted the phone I even handed it to a colleague of mine and he unlocked the screen with no problem. Right now it seems to be working again.

Just wondering how much I can trust it if it just chooses randomly not to use the fingerprint or the pin code to open?

Best regards

Re: Fingerprint lock doesn't work!

OminousFate — Wed, 05 Apr 2017 07:04:46 GMT

And now once again, neither fingerprint or pin code is asked for...