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Fingerprint Hardware not working
Bick77
Member

Installed OTA update NCL25.86-11.5 on my Moto Z force this morning and now the fingerprint sensor no longer works.

I have done the following to try and resolve it.

1.  Rebooted multiple times.

2.  Force stopped the fingerprint services, and rebooted.

3.  Cleared the data cache.

4.  Deleted all of my stored fingerprints and tried to set up new ones. 

No matter what I do, I get the following errors. 

"Enrollment was not completed  Fingerprint enrollment cannot proceed due to an internal error.  Try again later."

I was also getting the following directly after the update before troubleshooting.

"Fingerprint hardware not available"

Thank you.

Labels (1)
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Re: Fingerprint Hardware not working
vzw_customer_support
Customer Support

It's important for the fingerprint lock to work on your device, Bick77. Does the issue persist while in Safe Mode: http://vz.to/2mtFtXl ? As a next step before resorting to a full reset, please reboot into recovery mode: http://vz.to/2tTAWBC . On step 6 instead of selecting the option for Wipe Data/Factory Reset select the option for Wipe Cache Partition instead and then reboot your device. Are you able to setup the fingerprint lock now?

LaurenC_VZW

Follow us on Twitter @VZWSupport

If my response answered your question please click the �Correct Answer� button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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Re: Fingerprint Hardware not working
wakeupgetdown
Member

I am having the same issue on mine and my fiance's Moto z4.

I also tried all the steps the original poster tried.

Finally, I tried it on safe mode as suggested by the responder. Nothing worked. We get errors throughout (use a different part of the finger, even when we are using the opposite side), and we can never get more than halfway through the setup before receiving the error:

"Enrollment was not completed  Fingerprint enrollment cannot proceed due to an internal error.  Try again later."

 

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Re: Fingerprint Hardware not working
vzw_customer_support
Customer Support

wakeupgetdown, the fingerprint option is an essential feature to have. I am more than happy to help in any way possible. Is the softeware up to date on the phone?

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Re: Fingerprint Hardware not working
KH-Michael
Moderator
Moderator

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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