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4 Posts

08-01-2019

United Kingdom of Great Britain and Northern Ireland

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No fingerprint sensor setting

2019-08-01, 21:57 PM

I have just received a Moto g7 power dual SIM (xt1955-4) and I am generally very pleased with it. However, the fingerprint sensor set up option does not appear in settings. I have tried to fix this by restarting the phone, and also tried the search feature. I looked in the help app that came with the phone and it told me to look where I had already been looking. I think this is a shame as I like the phone but this is it's only downfall so far.

Thanks in advance for any help.

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Re: No fingerprint sensor setting

2019-08-02, 19:30 PM

I have it under settings/security and location. But I set it up during first boot.

Have you tried a Hard reset?

 

Instructions here:

https://forums.lenovo.com/t5/motorola-one-motorola-one-power/Wipe-cache-partition/td-p/4376305

Before proceeding with an External Reset ensure you know your Gmail address and password.

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13097 Posts

03-05-2018

United States of America

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  • Message 3 of 7

Re: No fingerprint sensor setting

2019-08-02, 19:34 PM

Hi GJJB,

 

Thanks for the post. Can you please share a screenshot of your Security & location settings? 

 

Best regards,
Rich
Motorola-Lenovo Support



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4 Posts

08-01-2019

United Kingdom of Great Britain and Northern Ireland

8 Signins

57 Page Views

  • Posts: 4
  • Registered: ‎08-01-2019
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 57
  • Message 4 of 7

Re: No fingerprint sensor setting

2019-08-02, 20:00 PM

Thanks in advance for your help. Screenshot attached.

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13097 Posts

03-05-2018

United States of America

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  • Posts: 13097
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  • Message 5 of 7

Re: No fingerprint sensor setting

2019-08-05, 20:15 PM

Hi GJJB,

 

Looks like it's a failure with the sensor. Try doing a full factory data reset without restoring your apps (Settings > System > Reset options > Factory Reset). Backup your files before resetting your device. Check and see if the fingerprint will appear, otherwise, I recommend returning the phone for a replacement. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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4 Posts

08-01-2019

United Kingdom of Great Britain and Northern Ireland

8 Signins

57 Page Views

  • Posts: 4
  • Registered: ‎08-01-2019
  • Location: United Kingdom of Great Britain and Northern Ireland
  • Views: 57
  • Message 6 of 7

Re: No fingerprint sensor setting

2019-10-19, 19:15 PM
I just thought I would let you know it has now started working following a restart to resolve another issue. I'm slightly confused but happy.
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13097 Posts

03-05-2018

United States of America

1256 Signins

170825 Page Views

  • Posts: 13097
  • Registered: ‎03-05-2018
  • Location: United States of America
  • Views: 170825
  • Message 7 of 7

Re: No fingerprint sensor setting

2019-10-21, 14:06 PM

Hi GJJB,

 

Thanks for responding back. Glad it works after just power cycling the device. Let me know if you need further help, just post. Thanks.

 

Best regards,
Rich
Motorola-Lenovo Support



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