Fingerprint /lock screen feature since recent update

[JanBurch]

Ever since the recent update...I cannot use the lock screen feature!

When I try ,it sayseems fingerprint not recognized and I can try again in an hour...

I don't remember ever setting up fingerprint feature

Forgive me if this has been addressed, I scrolled as much as I could to seek answer...

Help ?

Thank you

[Ann154]

Which phone model do you have?

[JanBurch]

The s6

[vzw_customer_support]

JanBurch, thanks so much for providing us the information needed to get you into your phone. Lock codes and finger scanners are a great way to ensure the safety and security of your phone but can be a hassle when they don’t work. Sounds like without the finger scanner, you cannot gain access to the phone at all. If this is the case, the only option we have at this time is to do a factory data reset. I hope you have backed up your phone’s content as it will be erased upon doing the reset. Click here for the alternate steps for doing the factory data reset. http://vz.to/1VgVrPV

[KyuzoGator]

I had fingerprint enabled before the Marshmallow update to my S6 and it worked perfectly. Now I'd say it recognizes my fingerprint about 25% of the time. A trick I'm learning is that once you wake the phone you need to give it about five seconds before it'll "take" the fingerprint. Even then, it works less than half of the time.

Which is not at all how it worked in Lollipop.

[vzw_customer_support]

Janice, I also like using the Fingerprint feature to unlock my phone. We will work to get this feature back up and running. We have some troubleshooting steps that you can take , but we need to know the make and model of your phone?

_VZW
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[JanBurch]

Hello

I have the Samsung s6 phone....

I'm having the issue with trying to use lock screen...it keeps asking for

fingerprint,then fingerprint not verified,then I can try in 60 min.

I've never used fingerprint feature !! I'd use lock screen with a password .

Any help before I do a factory reset ...would be great

Thanks for your time

On Apr 10, 2016 9:55 AM, "Verizon Wireless Customer Support" <