mags717
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Q: Touch ID

I just updated my iPhone 5s to iOS 8 and the Touch ID feature isn't working. I try to add a new fingerprint (as my fingerprints got deleted in the update) and immediately goes to the Failed screen. Any suggestions to fix this? I tried both turning it on and off and doing a hard reset but both didn't seem to do anything.

iPhone 5s, iOS 8

Posted on Sep 17, 2014 3:49 PM

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mags717

Q: Touch ID

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  • by norm123,

    norm123 norm123 Sep 19, 2014 7:02 AM in response to mags717
    Community Specialists
    Sep 19, 2014 7:02 AM in response to mags717

    Hello mags717

     

    Check out the troubleshooting below to get your iPhone Touch ID to start working again. One of things to make sure is that the Touch ID button is clean as well as your hands. 

     

    iPhone 5s: Using Touch ID

    http://support.apple.com/kb/HT5883

     

    Cleaning the Touch ID sensor

    A clean Touch ID sensor can read your fingerprint more easily. As needed, use a clean, lint-free cloth to wipe off any dirt or debris from the Home button.

     

    Resolving issues with Touch ID

    1      Make sure that you're using the latest version of iOS.

    2      Make sure that your fingers and the Home button are clean and dry.*

    3      Note: Cover the Home button completely. Don't tap too quickly, don't press down hard, and don't move your finger while Touch ID is scanning. Make sure that your finger touches the metal ring around the Home button.

    4      If you're using a protective case or screen protector, it must leave the Home button and the surrounding ring completely unobscured. If it doesn't, remove the case or screen protector and try again.

    5      Tap Settings > Touch ID & Passcode and verify that:

    ▪       iPhone Unlock or iTunes & App Store is on.

    ▪       You enrolled one or more fingerprints.

    6      Try enrolling a different finger.

    7      If you can't enroll any of your fingers, take your iPhone 5s to an Apple Retail Store, Apple Authorized Service Provider, or contact AppleCare for further assistance.

    * Moisture, lotions, sweat, oils, cuts, or dry skin might affect fingerprint recognition. Certain activities can also temporarily affect fingerprint recognition, including exercising, showering, swimming, cooking, or other conditions or changes that affect your fingerprint.

     

    Regards,

       

    -Norm G.