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All replies
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Helpful answers
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Sep 16, 2016 9:10 AM in response to pragersby chris_g1,Hello prayers,
Thanks for reaching out to the Apple Support Community. I know how important it is to keep your iPhones secure, and touch ID is a great way to do that. I'd like to help you get things working as expected again.
If you have not already, it's a good idea to make a backup of your phone. If you are not familiar with how to make a a backup, have a look at this article : How to back up your iPhone, iPad, and iPod touch
Afterwards, it may help to remove and re-add your fingerprints under Settings > Touch ID & Passcode. Tap on each fingerprint and select "Delete Fingerprint". Once you've deleted them all select "Add Fingerprint" and follow the prompts.
If you run into any trouble, or if the behavior persists, the whole community is here to help.
Best regards -
Sep 16, 2016 3:10 PM in response to pragersby pragers,Thank you, Chris, for responding. I already tried deleting my fingerprints, but now the option to recreate my fingerprints is also disabled. It is inactive, I suppose is a better way of saying it, so I have no ability of adding my prints back. Any thoughts?
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Sep 16, 2016 4:03 PM in response to pragersby Ulexes138,Hello pragers,
At this point our next step would be to reset the settings on your phone. What this effectively does is reset some of your settings to factory default. This does not remove any data like apps, photos or contacts, but it removes all of your preferences for Wi-Fi, Bluetooth, Do Not Disturb, Notifications, General, Sounds, Touch ID, Brightness & Wallpaper and Privacy, so you may have to set those things back up after this reset.
You may still wish to backup your settings data to iTunes or iCloud before doing this reset. This link will guide you through backing up if you choose to do so: How to back up your iPhone, iPad, and iPod touch
To reset please go to Settings > General > Reset > Reset All Settings.
Try to add the fingerprints again and if the behavior continues, please reach out to the community again. We'll do our best to help get things resolved.
Cheers -
Sep 17, 2016 11:59 AM in response to Ulexes138by graham1121,I'm having the same issue and unfortunately this method did not work either. I did a factory reset, too, and it would not let me set up Touch ID. Any time I shut the phone off and turn it on, a screen pops up (unprompted) saying "Unable to activate Touch ID." I appreciate any input. Thank you
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Sep 17, 2016 12:16 PM in response to pragersby smashcraft,Hi pragers and graham:
I had the same exact problem about a month ago with my iPhone 6. When I updated to a new IOS software version, touch ID quit working. When I deleted my finger prints out and tried to re-add them, I was presented with a touch ID failed message.
After trying all resets, I still could not get my phone to work. I ended up having to take it to Apple where they replaced my phone. I had AppleCare on my device, so I was extremely lucky. When speaking with the Genius Bar, they had said that it was a hardware failure and not a software failure. I'm not sure what triggered the device to stop working after the software update.
I hope this helps. I would schedule an appointment with the Genius Bar for them to troubleshoot for you.
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Sep 18, 2016 7:01 PM in response to smashcraftby graham1121,Thank you - definitely the case. Stinks that it was working fine prior to the update but then stopped working and will cost 129.99+tax to fix. I appreciate your response and saving me more time trying to troubleshoot alone!
