Touch ID not enrolling fingerprint

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Level 1

4 points

Touch ID not enrolling fingerprint

Hello

I have purchased a new MacBook Pro 15" and started to set it up. At first everything looked ok and worked fine. At some point, a few minutes later, the Touch ID stopped working. I followed all the steps provided in a similar post and still nothing. Whenever I click the Add Fingerprint button, after entering the password, the message is instantly "Failed". While trying to reinstall macOs, it prompted to configure TouchID but the screen swapped from the setup instructions to "Failed" as before in a matter of milliseconds. If I had blinked then I would have missed it.

Do you have any updates or other things that I could try?

Best regards,

Bogdan

MacBook Pro 15”, macOS 10.15

Posted on Mar 16, 2020 12:17 PM

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Answer 1

Kappy

Level 10

362,023 points

Mar 16, 2020 12:42 PM in response to BogdanPelin

If this is a new computer, then I would return it. If you purchased it within the last 14 days, then you are entitled to an exchange or replacement, no questions asked. Bring the packaging and your receipt to the local Apple Store. You should not have to make it work, when it is new and should work out of the box.

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