01-23-2019 01:52 PM
Hello all,
Does the Android One variant of the Moto X4 allow you to relock your phone/screen with the fingerprint reader? I know the One Button Navigation feature is not present on the Android One variant, but I'd like to relock the X4 similar to my older Z Play. I can factory reset my phone to try to more aggressive steps, but would rather not reset it if it is not a feature on the Android One X4.
Thanks!
Nathan
Also, I'd like to vent a bit about Moto email support. I have tried so hard to explain what I thought was an easy question, but the immediately suggested 3rd Party apps, replacing the phone, or asking Google to add the feature to Android. I just want to know if I should reset my phone (if for some reason it's just not working on my unit) or if it's intentionally not available on the Android One model.
First Attempt
First Answer
Greetings!
Thank you for contacting Motorola Mobility. Just to verify, does the finger print of the device do not lock the screen after you open it and close the screen or the the finger print not working?
In the meantime, let us perform some steps to address this issue but if you're done already performing all the troubleshooting steps below please let us know, for us to provide you more option to solve your issue.
Power Cycle
Press, and hold for a few seconds if necessary, the power button until the cellular phone is turned off completely. Wait for 15 to 30 seconds and then turn the phone back on and allow the device to come back online fully. This is called a "soft power cycle."
Reset App Preferences
Have you tried resetting the app preferences already? If not, kindly reset App Preferences please by going to Settings then Apps, swipe until you reach "All" then you can see a "3 dots" on the upper right corner of the phone’s screen, touch that then select "Reset App Preferences".
Safe Mode
1. Do not use your device while charging.
2. Use original Motorola charger
3. Reduce brightness in your device.
4. Turn OFF Bluetooth, Wi-Fi, NFC in your device.
5. Use your device in safe mode for 24 hours
To Enable Safe Mode
1. Press the Power key
2. Touch and hold Power off
3. Touch OK when Reboot to safe mode appears
4. Phone will reboot and Safe Mode will appear in bottom left corner
5. While in Safe Mode, launch apps one at a time to identify the app causing the problem
6. Remove the app that causes the problem from the device
To remove an application:
1. Touch Menu Image
2. Play Store
3. Menu
4. My apps
5. Touch the application that you want to remove
6. Touch Uninstall, then confirm by touching OK
Please observed every troubleshooting steps if it will solve the issue on your device if not please let us know so that we can extend more help for you.
Thank you for your email, looking forward to your response!
Second Attempt (same thread)
Second Answer
Third Attempt
Third Answer
Fourth Attempt
Fourth Answer
01-24-2019 10:49 AM
Hi NateB31,
Sorry for the inconvenience that you have experienced. Rest assured we will look into this and review those email conversations and provide the necessary actions as soon as possible.
For the feature of relocking the phone using the fingerprint reader, please go to the Settings > Security & location > Lock screen preferences.
Please see attachment for your reference. Hope this will help.
Regards,
Mandy
Moto Support
01-28-2019 03:03 PM - edited 01-28-2019 03:05 PM
Hi Mandy,
Thanks, that's exactly what I wanted to know. It looks like I have the option and it's enabled (see screenshot), but it's not working. I'll look into factory-resetting the phone.
Also, I received a call about this post from Motorola support. I really appreciate the follow-up, but can you tell me where you got my phone number from?
Thanks,
Nate
01-29-2019 11:09 AM
@NateB31 wrote:
Hi Mandy,
Thanks, that's exactly what I wanted to know. It looks like I have the option and it's enabled (see screenshot), but it's not working. I'll look into factory-resetting the phone.
Also, I received a call about this post from Motorola support. I really appreciate the follow-up, but can you tell me where you got my phone number from?
Thanks,
Nate
Thank you for your response. Try to remove and re-add your fingerprint in the Settings > Security & Location > Fingerprint > Unlock the screen with your pattern, PIN or password > touch the Fingerprint to remove > touch the trash can to delete. Reboot your phone and test it again.
We have reviewed your case from the email support and we were able to gather your information.
-Mandy
02-07-2019 09:10 AM
I have exactly the same issue as NATEB31.
In my case fingerprint locking worked fine with Android Oreo. I was able to lock my phone by touching the finger print sensor and I loved it. Btw, my phone is an Android One bought from Google Fi.
Then in late 2018 the phone got upgraded to Android Pie and finger print locking stopped working. Yesterday, I updated to the Jan 1st security update version and still the phone does not lock with the finger print sensor. I have not done a factory reset since this will be very disruptive. I have tried to clear cache and data from a few apps (Moto, Moto Actions, Moto App Launcher, Motorola Settings) with no results.
I have just tried Agent_Mandy's suggestion of deleting all finger prints and restarting the phone. On restart I add one finger print and make sure that "Fingerprint Sensor Can Lock Phone" setting is enabled. No change, the phone still won't lock when I touch the finger print sensor.
I know other people on Google Fi that have the same exact Android One Moto X4 phone as me (checked Model & Harware info) and some of these people suffer from this problem after the Pie update while others don't. Split more or less 50/50.
Is there anything else I could try to restore this functionality, to restore locking with the finger print sensor?
02-07-2019 07:07 PM
Interesting that you have the same issue. I haven't gotten around to resetting my phone yet. I agree that it's not trivial to reset it, especially since I don't really need the feature.
My phone just got the January security patch today. No other issues to report.
Best of luck, please report back if you do reset your phone and I'll do the same.
Nathan
02-11-2019 09:23 PM
I factory reset my Moto X4. The fingerprint still does NOT work to relock the phone. Very disappointing.
Nathan
02-11-2019 09:26 PM
Hi Mandy,
I finally took the time to reset my Moto X4. the fingerprint locks the phone but still doesn't relock the phone.
Do you have any other suggestions?
Thanks,
Nathan
02-13-2019 01:02 PM
This also happened to me after the Pie update. Before that, I could use the fingerprint sensor to lock the phone. Now, it will unlock but not relock.
It's definitely related to the Pie update, I saw several other reports of it on Reddit.
02-14-2019 02:47 AM
It probably doesn't help, but my new standard X4 went went thru the Pie update and it's locking and unlocking just fine using the fingerprint sensor.
I can't imagine how fustrating this is for you all.
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