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06-26-2019

BR

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Fingerprint didn't work on Android 8.0.0 for Moto E5 Plus

2019-06-26, 2:16 AM

 Hi guys, since my phone updated to Android 8.0.0 the fingerprint didn't work... Any help for this girl from Brazil here?!

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2175 Posts

03-11-2019

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Re: Fingerprint didn't work on Android 8.0.0 for Moto E5 Plus

2019-06-26, 15:21 PM

Hi CinthiaLima,

 

Thank you for posting. The Moto E5 Plus was released with Android 8.0 Oreo. Can you try to remove the registered fingerprint and re-register again? 

 

Best regards,
Zeke
Motorola Support



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Re: Fingerprint didn't work on Android 8.0.0 for Moto E5 Plus

2019-06-26, 18:09 PM

Hi, yes, I tried... but didn´t work yet.

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Re: Fingerprint didn't work on Android 8.0.0 for Moto E5 Plus

2019-06-26, 18:36 PM

Hi CinthiaL,

 

When you are trying to register the fingerprint sensor? Was it reading your fingerprint? Try cleaning it with a dry piece of cloth.

 

Best regards,
Zeke
Motorola Support



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Re: Fingerprint didn't work on Android 8.0.0 for Moto E5 Plus

2019-06-26, 18:50 PM

Yep, I already cleaned up.

There´s no "signal"... isn´t reading anything. (I didn´t drop my phone too, haha)

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Re: Fingerprint didn't work on Android 8.0.0 for Moto E5 Plus

2019-06-26, 19:33 PM

Hi CinthiaL

 

Can you check if the fingerprints sensor would register during Safe mode? To Enable Safe Mode:

1. Press and hold the Power button until Power off comes up on the screen.
2. Touch and HOLD Power off on the screen until reboot to safe mode appears.

Best regards,
Zeke
Motorola Support



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Re: Fingerprint didn't work on Android 8.0.0 for Moto E5 Plus

2019-06-26, 19:49 PM

Sending you a pic. Still the same. isn´t reading the fingerprint. :'(

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Re: Fingerprint didn't work on Android 8.0.0 for Moto E5 Plus

2019-06-26, 19:52 PM

Hi CinthiaL,

 

If there is no vibration or any feedback showing that the fingerprint is being detected. I would suggest sending it for repair since this could be a hardware problem.

 

Best regards,
Zeke
Motorola Support



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