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Contributor

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1 Message

Sun, Aug 21, 2016 2:11 PM

Fingerprint Option GONE from LG G5

I ran an update for my phone the other day and ever since my fingerprint sensor on my LG G5 has not been working. I went into the settings to re-scan my fingerprints just in case... only to realize that the entire fingerprint option is actually missing from my phone now.

 

In the settings, when you go to lock, it no longer says "lock and fingerprints" and "fingerprints" is not an option, only knock/swipe/pattern/etc.

 

Is anyone else experiencing this?

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Accepted Solution

Official Solution

Tutor

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1 Message

2 years ago

Turn your phone off. Hold down the volume button then hold down the power button along with it until a bar code appears on your screen. Restart your phone and the fingerprint option should be back. Do it twice if it didn't work the first time.

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ATTHelp

Community Support

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140.5K Messages

4 years ago

Hi there @nikkick!

 

My apologies for the trouble you’ve experienced with your fingerprint sensor options!

 

If it’s completely missing from your phone, I would suggest backing up your phone and performing a factory reset!

 

There are many great options for backing up from phone beforehand, this is important since a factory reset will erase all the content on your phone!

 

You can use LG Bridge to back up stuff on your PC! Or you could try one of the many great cloud solutions out there like AT&T Locker! (One of the guys in the photo even looks like Batista from Dexter, so you know it’s good!)

 

After you have everything nice and backed up, you can factory reset the G5 with the following:

 

  1. Drag down the notification bar and tap the Settings icon at the top-right.
  2. Tap General> Backup & reset. (If using List view, scroll down to 'PERSONAL,' then tap Backup & reset.)
  3. Tap Factory data reset.
  4. Review the warning message and select or clear Erase SD card.
  5. Tap Reset phone > Next.
  6. Tap Delete all.
  7. Tap OK.


Feel free to ask any further questions! Thanks for bringing this to our attention!

 

Tim, AT&T Community Specialist

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*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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1 Message

4 years ago

Hi Tim I followed your instructions and have reset my G5 factory data . But still missing Fingerprint option
Brand User
ATTHelp

Community Support

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140.5K Messages

4 years ago

Hi there @isarpen,

 

Thanks a lot for completing the troubleshooting steps provided previously. I’m sorry to hear the factory reset didn’t work for your LG G5. I’d be delighted to help out with this matter further!

 

The factory reset does return your device to the original settings your phone came with; so if it is still missing the fingerprint option, I would consider replacing the device. We have a great article you can check out online which explains more about our warranty exchange program. If your device no longer qualifies for warranty, you can complete an insurance claim if you’re covered, or complete an upgrade on your line.

 

LG has wonderful support team as well, where you can further inquire about any additional troubleshooting. There are multiple ways you can contact them, including a live chat.

 

I hope this helps out! Have a wonderful day!

 

Portia, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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1 Message

2 years ago

Thanks Hassan, I just tried it and it worked out completely and i got back the fingerprint sensor back in options and now able to use how it were.

Kudos to u...

Regards,

Binoy X Babu

Contributor

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2 Messages

2 years ago

I recently just came upon this and I am beyond confused and angry please help!!!

Contributor

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2 Messages

2 years ago

I was able to restart it and got it working !!

Contributor

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1 Message

a year ago

This worked perfectly thank you.

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