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06-28-2018

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Moto G6 "Fingerprint Hardware Not Available"

2018-06-28, 12:59 PM

This is the third day that I've had this phone, and when I woke up to unlock it this morning I got the error message that fingerprint hardware "was not available." I went to settings to try and add a different fingerprint to see if that would help, but got the same error message. I restarted my phone, and now I don't even get the error message and the fingerprint scanner isn't an option under the security menu. As I said, I've only had this phone for 3 days, I haven't dropped it, gotten it wet, etc. It looks like this is an issue for the G4/G5 phones, and I'm upset that it hasn't been solved for the G6.

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28302 Posts

02-02-2016

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Re: Moto G6 "Fingerprint Hardware Not Available"

2018-06-28, 14:09 PM

 wrote:

This is the third day that I've had this phone, and when I woke up to unlock it this morning I got the error message that fingerprint hardware "was not available." I went to settings to try and add a different fingerprint to see if that would help, but got the same error message. I restarted my phone, and now I don't even get the error message and the fingerprint scanner isn't an option under the security menu. As I said, I've only had this phone for 3 days, I haven't dropped it, gotten it wet, etc. It looks like this is an issue for the G4/G5 phones, and I'm upset that it hasn't been solved for the G6.


Hardware failures do happen, and usually early in the life of electronics - if they do happen.

 

Have you tested in safe mode?

 

To reboot into safe mode, tap the power button until you see power off on screen. Then tap and hold power off (on screen) and a new menu will appear to reboot into safe mode.

 

If that fails, try a reset. 

 

 If you did a factory data reset and tested BEFORE installing or restoring ANY apps, and problem persists, then service/repair/replace is next step.


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1 Posts

03-02-2020

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Re:Moto G6 "Fingerprint Hardware Not Available"

2020-03-02, 11:23 AM
I've had my phone for at least more than a year and had no problems until a few days ago. The fingerprint scanner has not been working so I checked in my settings to see what was going on. When I looked in the Security and Lcation for the fingerprint lock screen option, it was not available. I looked in the Help option and even searched on other sites, but neither was of any help. Is there any way for me to get the fingerprint sensor back on my phone for the screen lock without having to completely reset and lose any of my information or data on my phone?
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1139 Posts

04-04-2018

IN

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Re:Moto G6 "Fingerprint Hardware Not Available"

2020-03-03, 7:02 AM

Hi Anonymous catus,

 

Sorry to know about this and thanks for posting! Looks like there is an issue with the Fingerprint(hardware). My best advice in this situation is that you submit your device for a review/repair. Our engineers will assist you further once submitted.

 

Regards,

Suman



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03-04-2020

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Re:Moto G6 "Fingerprint Hardware Not Available"

2020-03-04, 18:06 PM
The message states that the sensor is dirty. I cleaned it many times and still no luck.
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1139 Posts

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Re:Moto G6 "Fingerprint Hardware Not Available"

2020-03-05, 5:50 AM

Hi Kagler,

 

Sorry to know about this. I would suggest you retrain your fingerprints and check. If the message still pops up, repair would be the next option. 

 

Regards,

Suman



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17 Posts

04-02-2017

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Re:Moto G6 "Fingerprint Hardware Not Available"

2020-03-23, 15:45 PM
Yes same issue my phone Moto G6
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Re:Moto G6 "Fingerprint Hardware Not Available"

2020-03-26, 6:32 AM

Hi all,

 

If the error keeps showing even after cleaning the Fingerprint sensor and after retraining the Fingerprints, it could be that there is an issue with the hardware. I would suggest you visit our Service Center for further assistance.

 

Regards,

Suman



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