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16 Posts

05-03-2021

Germany

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X1 6th Gen. fingerprint reader not working, 4th repair in 2 weeks

2021-05-03, 20:31 PM

My X1 has problems with it’s fingerprint reader. Lenovo Customer Service and I tried this:

  1. the sensor was changed in an Lenovo service center and the BIOS was updated 
  2. a technician came 2 times, but couldn’t fix it on site
  3. We reinstalled the drivers more than 4 times
  4. reinstalled Windows 2 times, using the Recovery Software provided by Lenovo
  5. now the device will be mailed to Lenovo again 

The device is still in warranty. Now it’s almost a month since I contacted Lenovo regarding this problem, in 10 months the warranty is over. How often does Lenovo repair the device?  It seems like they can’t fix it. The customer service didn’t answer that question. 
I really don’t know what to do. Any ideas?

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3609 Posts

01-08-2021

Philippines

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  • Message 2 of 36

Re:X1 6th Gen. fingerprint reader not working, 4th repair in 2 weeks

2021-05-03, 21:59 PM

Hello Butterfliege,

 


Welcome to Lenovo Community

 

 

I'm sorry to hear that you're having issues with your new machine.
I suggest that you go on with the repair, hopefully it will be fixed once and for all.
In the event that the issue persists, which we hope not, then the tech support will be the one to decide on the next step.
Take care

 


Best regards, 
Lorenzo_Lenovo



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194 Posts

11-07-2009

United States of America

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Re:X1 6th Gen. fingerprint reader not working, 4th repair in 2 weeks

2021-05-06, 6:22 AM

Could you  tell us what's the problem with fp reader?

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16 Posts

05-03-2021

Germany

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  • Message 4 of 36

Re:X1 6th Gen. fingerprint reader not working, 4th repair in 2 weeks

2021-05-06, 6:33 AM
Sure! I will try to explain it… So when I want to unlock the device and touch the sensor the lock screen changes to the standard Windows Hello screen. Than every time I touch the sensor the dotted loading circle appears for less than a second. Than the smiley face of Windows Hello appears and winks at me, without unlocking the device. I can try this about 40 times or aprox. 1 minute. Sometimes it works at the end. If you have any questions, feel free to reach out :)
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194 Posts

11-07-2009

United States of America

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  • Message 5 of 36

Re:X1 6th Gen. fingerprint reader not working, 4th repair in 2 weeks

2021-05-06, 9:04 AM

Which x1 gen 6? Carbon gen 6 or Yoga gen 6?

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16 Posts

05-03-2021

Germany

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  • Message 6 of 36

Re:X1 6th Gen. fingerprint reader not working, 4th repair in 2 weeks

2021-05-06, 9:06 AM
X1 Carbon 6th Gen
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194 Posts

11-07-2009

United States of America

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  • Message 7 of 36

Re:X1 6th Gen. fingerprint reader not working, 4th repair in 2 weeks

2021-05-06, 18:52 PM

This one has match on chip fp reader, failure is either from sensor itself, or the ffc cable to motherboard (one cable to clippad, clippad button and fpr).  But based on your description, it is most likely the sensor itself.

 

Ask lenovo to replace sensor again, if still fails, you probably need find a surgeon to have your finger chopped and implant a titanium version, with 3D printed silicone artificial finger pattern...

 

So, just replace fpr and fpr cable again, I know Flex uses refurbished parts...

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16 Posts

05-03-2021

Germany

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  • Message 8 of 36

Re:X1 6th Gen. fingerprint reader not working, 4th repair in 2 weeks

2021-05-10, 17:30 PM
So far Flex replaced only the motherboard... Well, I hope the refurbished motherboard will last a long time... I expect the device to arrive this week, hope its fixed this time.
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91 Posts

08-15-2017

Netherlands

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  • Message 9 of 36

Re:X1 6th Gen. fingerprint reader not working, 4th repair in 2 weeks

2021-05-11, 16:02 PM

Lenovo's policy:

 

After 3 unsucessful repairs of the same error you get a new (= brandnew) machine.

 

Insist on it!

 

Support knows very well about this. Shame they didn't tell you.

 

Don't waste you time. Know your rights.

 

BTW. ALL motherboards are refurbished, so you don't know what you get in the end. I would not accept that.

Choose the exchange for a new machine.

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194 Posts

11-07-2009

United States of America

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  • Message 10 of 36

Re:X1 6th Gen. fingerprint reader not working, 4th repair in 2 weeks

2021-05-11, 16:14 PM

@ thnkhckpd wrote:

Lenovo' policy:

 

After 3 unsucessful repairs of the same error you get a new (= brandnew) machine.

 

Insist on it!

 

Since when your American lemon can practice law at German?

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