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3 Posts

10-12-2020

United States of America

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Fingerprint unlock stopped working

2021-06-11, 23:30 PM

My fingerprint unlock feature has stopped working on my Moto Z4.  I think it might be related to the latest security patch to the Android OS but I'm not sure. The problem cropped shortly after the patch.

 

I can, with difficulty, get the system to 'relearn' my fingerprint but I get a lot of errors saying the sensor is dirty. I get the errors even with a freshly cleaned screen.  It eventually "learns" the fingerprint but will not unlock the screen.

 

I've tried deleting and reentering my fingerprint several times but, although it eventually learns my fingerprint, it never allows me to unlock the screen with it. 

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4519 Posts

03-11-2019

United States of America

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  • Message 2 of 4

Re:Fingerprint unlock stopped working

2021-06-12, 16:06 PM

Hi Yvi nojyd,

 

I will try my best to help you fix this. If you think this is caused by the latest software update then we suggest to perform a "Rescue" using the Rescue and Smart Assistant app. This will flash your device to its latest software available. Please do note that this will delete all data on the device. Please let us know how it goes. 

 

Rescue and Smart Assistant download link and user guide: https://motorola-global-portal.custhelp.com/app/answers/prod_answer_detail/a_id/126499

 

Best regards,
Zeke
Motorola Support



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3 Posts

10-12-2020

United States of America

6 Signins

20 Page Views

  • Posts: 3
  • Registered: ‎10-12-2020
  • Location: United States of America
  • Views: 20
  • Message 3 of 4

Re:Fingerprint unlock stopped working

2021-06-13, 22:49 PM

I seem to have stumbled onto a workaround.  I re-entered my fingerprint so two fingerprints are loaded - both copies of my right index finger.

 

Unlock seems to be working now.  I think I'll stick with this for now rather than losing all my data. 

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1982 Posts

11-24-2020

India

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Re:Fingerprint unlock stopped working

2021-06-14, 7:52 AM

Hi Yvi nojyd

 

Nice! I’m glad to know that it is working fine. Please do let us know if you need any assistance. We are here to help! 

 

Thanks

Sunitha



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