My fingerprint reader is failing on one of our devices

BraX3 iodéOS
1

My fingerprint reader is failing on one of our devices. It loses the ability to recognize a fingerprint despite working consistetly since the first batch arrived. After a reboot, it recognizes the fingerprint; but it soon stops recognizing it again. So, I am thinking this means it is a software issue and not the hardware failing. What can be done to fix this issue? Are there logs I can provide to diagnose? This phone is on iode version 7.5. We have not updated any of our devices to 7.6 due to the possible NFC issue that was reported.

2

Thank you for the feedback. We’ve fixed the NFC issue in the latest 7.6 hotfix. I’d suggest that you update to 7.6 and see if the issue persists.
Also, can you try setting up a new fingerprint and see if you still find the same issue?

3

Just an FYI, I ordered 2 of the 1st batch brax3’s and my fingerprint sensor / button fell completely off. I am going through the process of shipping mine back and getting a replacement. There were currently no parts available so I could just keep my phone and replace the button. Just an FYI to keep an eye on. My other brax3 is just fine.

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I have upgraded to 7.6 and the issue has not returned. I will keep testing and report back either way. Any idea why this was happening? It definitely seems to be a software issue. If I can provide any logs to diagnose this, let me know.

5

Thanks for the heads up. Sorry to hear this. We have 13 Brax3 devices between all of our users and have had no hardware issues among any of them thankfully.

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I had the same issue with the finger print button. I scanned another finger and new one worked. Also, make sure the finger print reader is clean, as it can get covered in grime from your finger.

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And your finger has to be dry, not all wet from sweat or undried hands.

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So far, it seems the 7.6 upgrade has resolved this issue. So bizarre. It has been working without issue, and then just started acting up. Reboots would fix it for a few uses, then it would stop again. Ever since the upgrade, its been back to normal. Thanks @tech-support

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Thanks. Definitely not a grime or moisture problem.