topic Re: xperia 1 the fingerprint scanner stopped working in 1 Series

xperia 1 the fingerprint scanner stopped working

Odinraz — Sun, 03 Jan 2021 12:39:25 GMT

Hello everyone! The fingerprint scanner stopped working on my device. Rebooting in safe mode doesn't help. It also does not reset to factory settings. At the same time, the finger scanner settings menu disappeared from the device. Scanner testing asks for at least one fingerprint to be registered and redirects to the missing menu. But when setting it says that the scanner response time has expired.
I was very upset in SONY. What now?

Re: xperia 1 the fingerprint scanner stopped working

MarlonUk1 — Sun, 03 Jan 2021 17:17:47 GMT

hello @Odinraz

do you remember when was the last time it worked? did you update or install any app since then? do you have an email account linked to work? if you already tried safe mode and factory settings, you might want to try to perform Software Repair using Xperia Companion --->

Xperia Companion | Sony UK

Re: xperia 1 the fingerprint scanner stopped working

Odinraz — Tue, 05 Jan 2021 12:09:18 GMT

Thanks a lot for your advice! Unfortunately this did not solve the problem. 😭

Re: xperia 1 the fingerprint scanner stopped working

Strampke — Wed, 06 Jan 2021 00:46:53 GMT

Maybe information on this page can bring some relief.

Re: xperia 1 the fingerprint scanner stopped working

Odinraz — Wed, 06 Jan 2021 13:20:46 GMT

Thanks for the answer. But the fingerprint sensor doesn't work.

Re: xperia 1 the fingerprint scanner stopped working

Strampke — Wed, 06 Jan 2021 14:17:10 GMT

Then contact Sony Support.

The Support app on your device is the shortest link.

Re: xperia 1 the fingerprint scanner stopped working

Anonymous — Wed, 06 Jan 2021 17:00:29 GMT

Hi there, as long as all the troubleshooting steps didn't help even the Xperia Companion , you need to contact Sony to arrange a repair service for the device.

Re: xperia 1 the fingerprint scanner stopped working

jbarnes2 — Tue, 07 Sep 2021 07:07:57 GMT

I have that recurring fingerprint fault that did the rounds back in March. I had the update on my X1 and i've recently requested the NUC to switch it from the UK vodafone network to the UK o2 network. i did a full reset just to make the phone fresh for the new sim then the fingerprint went. we did the hard reset holding the +volume and power. this returned. but then it went again. this is not a workable solution. i should not have to keep doing a hard reset just to get the finger print scanner to work. i would like a solution please. i have had this phone for 2 years and have recently signed with uk o2 to get the new xperia 1iii. but my outgoing phone the xperia 1 has been loyal and should not have to suffer. i would really like a genuine solution other than hard reset please.

I've also tried right upto posting this to use the xperia companion to repair. It gets a third of the way then throws an error

software repair error

an error occurred while repairing your device

Please try again. if the problem persists please contact sony support

UELoginUnknownEror

UE_1602

2.12.4.0 / Windows Xx xxxx xx xx / xxxx /xx / JB110

55.2.a.4.154

This repeats after i click ok then try to re run it. So contact sony support?

Re: xperia 1 the fingerprint scanner stopped working

Anonymous — Tue, 21 Sep 2021 14:10:45 GMT

Hi there,

Try to restart both of the devices and try again.

Try to uninstall the Xperia Companion and install it again, you can get the updated version from this link: https://bit.ly/3bFvGX6

And you can watch the video in this link for some instructions:https://bit.ly/3whYBZ8

Also, make sure that your device is up to date

If that still didn't, yeah contact Sony for repair i guess .

Re: xperia 1 the fingerprint scanner stopped working

babaknasseri — Tue, 26 Oct 2021 17:18:18 GMT

I had the same problem 2 months ago I logged in and out of the Google problem solve but the problem has appeared and this time fingers menu came back after charging it. I think it is a software problem and if I'm not wrong he has something to do with Google account.

Re: xperia 1 the fingerprint scanner stopped working

Anonymous — Wed, 27 Oct 2021 15:52:09 GMT

This issue started to happen after the Android 11 update and Sony did release a software update for this issue but it didn't resolve the issue everywhere sadly.

So they started to send phones to repair to fix the issue there.

I don't think the issue will develop again after sending the phone to repair .

Re: xperia 1 the fingerprint scanner stopped working

Robsdxb — Mon, 29 Nov 2021 18:48:21 GMT

So do you know where we send the phone with this issue ?

Re: xperia 1 the fingerprint scanner stopped working

Strampke — Mon, 29 Nov 2021 20:25:18 GMT

Open the support app on your device.

From there you will be guided to the support team.

You can mail, chat or phone them.

They'll instruct you what to do.

By default everything is inside your Sony smartphone.

Re: xperia 1 the fingerprint scanner stopped working

Anonymous — Tue, 30 Nov 2021 13:42:38 GMT

Yes, exactly. You have to contact Sony first to give you the instructions of sending your device to repair.

You can also find their contact details here