1. Safabox's Avatar
    Hi, I'm new here, so sorry if anybody asked before but...
    ...this morning I tried to log on to my smartphone via the fingerprint reader, but it doesn't work. I tried restarting in different ways, but nothing helped. In addition, the Fingerprint option has completely disappeared from the Security and location menu. I do not understand. I have had my Key2 since June this year and I have never had a problem with it. It bothers me mainly because of internet banking, where I have access via a fingerprint. Do you know anyone please how to solve this problem?
    I hope that's a software problem but...
    Thanks for any advice. I'm from Prague, CZ. And sorry for my English...
    10-06-19 06:20 AM
  2. sorgo's Avatar
    Ahoj,

    Are you sure it's not working? Can you successfully enroll new fingerprints?

    People get the fingerprints set up on the first day when they unbox the phone and then months later your grip of the phone changes as you develop habits.
    10-06-19 08:47 AM
  3. Safabox's Avatar
    Well, interesting things happen. In the Security and location menu, I sometimes get a new fingerprint offer and sometimes it's not there at all. However, I cannot enter a new fingerprint because the space button unfortunately does not respond to my touch. But - a moment ago, after another restart, space button (more precisely the fingerprint sensor) began to react again. I opened my cellphone with it. But it only took a short time. After five minutes I tried it again and the sensor was non-inflatable again. I'm confused...
    10-06-19 12:25 PM
  4. Egonzalez1978's Avatar
    Hi, I'm new here, so sorry if anybody asked before but...
    ...this morning I tried to log on to my smartphone via the fingerprint reader, but it doesn't work. I tried restarting in different ways, but nothing helped. In addition, the Fingerprint option has completely disappeared from the Security and location menu. I do not understand. I have had my Key2 since June this year and I have never had a problem with it. It bothers me mainly because of internet banking, where I have access via a fingerprint. Do you know anyone please how to solve this problem?
    I hope that's a software problem but...
    Thanks for any advice. I'm from Prague, CZ. And sorry for my English...
    Same thing happened to my LE opened up a case with bbmo and they sent a replacement under warranty. They work pretty quick if under a year I highly recommend you do the same.
    10-06-19 12:41 PM
  5. Safabox's Avatar
    A replacement means they changed the keyboard? Thanks.
    10-06-19 12:46 PM
  6. IdBeats's Avatar
    Same thing happened to my LE opened up a case with bbmo and they sent a replacement under warranty. They work pretty quick if under a year I highly recommend you do the same.
    I am sending mine in tomorrow. I asked them to now wipe/reset my device and they told me they can't guarantee. Did they wipe your device when you got it back?
    10-06-19 01:01 PM
  7. Egonzalez1978's Avatar
    I am sending mine in tomorrow. I asked them to now wipe/reset my device and they told me they can't guarantee. Did they wipe your device when you got it back?
    I got a different device and sent back my defective LE did back and new set
    10-06-19 01:47 PM
  8. Safabox's Avatar
    Update: After two days of problems, the reader has resumed normal operation. After ten days, today, but again the same problem. The reader is not working and its settings have disappeared from the options. I'm grumpy. Someone have an idea?
    10-16-19 05:39 PM
  9. Safabox's Avatar
    Space key is working perfect, so I think the problem is broken sensor. And there could be something connecetd with BlackBerry Launcher. Or?
    Yesterday 03:48 AM
  10. conite's Avatar
    Space key is working perfect, so I think the problem is broken sensor. And there could be something connecetd with BlackBerry Launcher. Or?
    Did you try a 32 second reboot?
    Yesterday 01:40 PM
  11. Safabox's Avatar
    Did you try a 32 second reboot?
    Yep, repeatedly. Ten days ago it helped, not today. I started the sensor briefly in the morning, but it only worked for about a minute. In the afternoon, I called with authorized Czech BlackBerry support and described the problem. I was told that the last chance that it might be "just" a software problem is to reset it to the factory settings. Similar problems were already solved and in 90% of cases the reader started to work again. The remaining 10% was a hardware problem and the keyboard replacement was the solution. I temporarily solved the security with Face Key, I currently have internet banking via PIN. So now I wonder if (when) I will send the phone to the factory settings. Otherwise, the support told me that keyboard problems with Key2 are unfortunately more common, including a "dead" reader. For Key2 Red, however, they encountered this problem for the first time.
    Yesterday 02:32 PM
  12. VictorRight's Avatar
    Same problem is occurring on my K1
    Today 12:39 AM

Similar Threads

  1. Can only answer calls on Speaker, not earpiece.
    By Crusader03 in forum BlackBerry Passport
    Replies: 63
    Last Post: 10-09-19, 08:17 PM
  2. Viber 11.0 on Blackberry Z10
    By 1289 in forum BlackBerry Z10
    Replies: 2
    Last Post: 10-06-19, 08:57 AM
  3. BlackBerry KEY2 China version update?
    By banhcuonhd in forum BlackBerry KEY2
    Replies: 2
    Last Post: 10-06-19, 12:57 AM
  4. Replies: 3
    Last Post: 10-05-19, 04:05 PM
  5. Help - not able to import my contacts!
    By siglerm in forum BlackBerry KEYone
    Replies: 4
    Last Post: 10-05-19, 09:38 AM
LINK TO POST COPIED TO CLIPBOARD