HT201371: Use Touch ID on iPhone and iPad
Learn about Use Touch ID on iPhone and iPad
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All replies
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Helpful answers
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Nov 18, 2013 5:09 PM in response to victor1785by Linzee277,I have the same problem. The Touch ID option is completely gone. Mine disappeared after I did the latest software update.
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Nov 18, 2013 5:13 PM in response to victor1785by ChrisJ4203,Suggest a reset of the phone. Hold the sleep/wake and home button together until you see the Apple logo and then release. The phone should reboot. Check to see if it has returned after that.
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Nov 18, 2013 5:51 PM in response to ChrisJ4203by victor1785,I have tried to reset as you intructed but the Menu is still named 'Passcode Lock' and doesn't show any fingerprint or touch id option inside...
Do you think it is a hardware defect?
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Nov 18, 2013 5:53 PM in response to ChrisJ4203by Linzee277,I've done the hard reset as well. I was in contact with Verizon and was told they were aware of the issue and basically to contact apple and possibly wait for a new software update.
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Nov 18, 2013 5:55 PM in response to victor1785by ChrisJ4203,There are still 2 other user troubleshooting steps to try. First is a restore from a backup. That is done via iTunes. If that doesn't work, then a restore as new, however that deletes all content from the phone. After that if it still doesn't work, then you can make an appointment with the Genius Bar at Apple. Question, do you have an Exchange account on your device. Is it possible that your Exchange administrator has pushed out a profile that might disable that feature?
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Nov 18, 2013 5:56 PM in response to Linzee277by ChrisJ4203,That is interesting. Are both of you on Verizon? I am not having this issue on my AT&T phone. I have not seen that there is a problem that requires a software update.
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Nov 18, 2013 6:15 PM in response to victor1785by victor1785,On my part, I am located in the Philippines. Using the service from a provider called SMART. I have only gmail accounts setup on this 5S phone. However I used to have an exchange account on my previous iphone 4. This exchange account was deleted a long time ago but there might be related exchange files or settings that were still existing and saved in the backup (iphone 4) I used to restore on the new iphone 5S I just bought...
Now I wonder if it is a software/backup defect or a hardware defect...
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Nov 18, 2013 6:20 PM in response to ChrisJ4203by Linzee277,I do not have an exchange account. I've also tried resetting my phone as new. When I was going through the set up process it didn't have me set up touch id as it did when I first got my phone.
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Nov 18, 2013 7:36 PM in response to victor1785by ChrisJ4203,I'm not so sure about yours. I've not heard of this. It is possible that someone else has an opinion. Otherwise, you might check with your Authorized Apple Service provider.
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Nov 18, 2013 7:38 PM in response to Linzee277by ChrisJ4203,Since you are with Verizon, which means you are in the US, I would make an appointment with the Genius Bar at the Apple store. Since you restored as new and it did not correct this, I would see what they have to say.
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Nov 19, 2013 4:28 PM in response to ChrisJ4203by Linzee277,Thanks for your help. I did contact apple by phone and they are sending me a new phone. They though possibly it could be a software issue since it disappeared after I completed the update, but they sounded like it was a new problem to them.
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Nov 19, 2013 6:17 PM in response to victor1785by victor1785,This doesn't sound good
I will try to get in touch with my provider then...
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Dec 14, 2013 2:32 PM in response to victor1785by gmc234,I had the exact same problem. Touch ID completely disappeared. Just got back from Apple store. Not a fixable problem. They gave me a new phone.