Original topic:
Galaxy Book2 Pro 360 - Fingerprint Reader Forgets My Fingers
(Post creation time:
03-6-2025 04:04 PM
)
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T
toolworker
Cosmic Ray
The fingerprint reader works fine right after one or two fingers are programmed in.
After a while it starts requiring multiple taps. Eventually it doesn't recognize the fingers at all.
So I turn fingerprint recognition off, and then on again, and program a couple of fingers. And it works again - for a while.
Any suggestions? Any way to troubleshoot this?
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Selected Answer
Samsung_Moderator
Community Manager
03-30-2025 05:15 PM
in
Unfortunately, as I am not a technician,I do not know the type of repair they could do, as this could be a Windows issue, not saving the thumbprints, or this could be a sensor issue. Either way, service would be the only solution as of now. Depending on your warranty you will have a few options.
- If your device was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service processed.
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, for depot type products (Soundbars, Home Theater Systems, tablets, ect.) that require to be shipped we recommend you speak with our depot team for pricing and to have the service set up: 1-310-669-4334.
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LongHiker
Galactic Samsung Care Ambassador
03-6-2025 05:09 PM
in
@toolworker This can be related to weather and dryness of hands. My hands are extremely dry and I frequently have to recapture fingerprints on my devices whether it be a MacBook Air or a Samsung device. Often I can use captured fingerprints longer if I moisten my finger or add lotion before scanning.
toolworker
Cosmic Ray
03-19-2025 08:29 PM
in
@SamsungCaleb you had mentioned another thread. That involved an errror message, so it's not what's going on with me and @LongHiker . With us it just forgets our fingerprints after some days or weeks.
I've gotten better results by leaving my finger on the sensor until it either takes or rejects it. I thought that was a workaround, but after a couple of weeks it just forgot one of my fingers. So that helps but is not a workaround.
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Samsung_Moderator
Community Manager
03-19-2025 10:20 PM
in
Thank you for reaching out @toolworker! Just want to make sure that you have tried removing every fingerprint then, making sure that you fingers are cleaned and and the sensor is cleaned, and try again to add them. This also could be a Windows issue. I would recommend reaching out to Microsoft support too.
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toolworker
Cosmic Ray
03-29-2025 07:18 AM
in
The fingerprint reader on my Galaxy S21 has read my thumbprint flawlessly for years without reprogramming. So Samsung can make capable readers.
I cleaned sensor and fingers yesterday and reprogrammed three fingers. This morning it only recognizes one. I am SO tired of reprogramming. Fingerprint reader was a major factor in selecting this notebook, and it has just been a long aggravation.
What's the chance that if I send this Book 2 in for warranty repairs it can be improved?
0 likes
Samsung_Moderator
Community Manager
03-30-2025 05:15 PM
in
Unfortunately, as I am not a technician,I do not know the type of repair they could do, as this could be a Windows issue, not saving the thumbprints, or this could be a sensor issue. Either way, service would be the only solution as of now. Depending on your warranty you will have a few options.
- If your device was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service processed.
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, for depot type products (Soundbars, Home Theater Systems, tablets, ect.) that require to be shipped we recommend you speak with our depot team for pricing and to have the service set up: 1-310-669-4334.