Chickenman26
Level 1 (0 points)

Q: Touch ID not working

iPhone 6, iOS 8.1.2

I can enter a fingerprint OK - and it will work for a day of so - then it will not recognize the fingerprint at all.  I have tried deleting and again entering the fingerprint - different finger print - and after initial entry also going to the "Touch ID & Passcde" and then using finger to enter the fingerprint so that the fingerprint name highlights several times.  Still no luck - after a day or so the "new" fingerprint stops working.  Any suggestions??

iPhone 6, iOS 8.1.2

Posted on Dec 19, 2014 7:35 AM

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Chickenman26

Q: Touch ID not working

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  • Helpful answers

  • by Jason L,

    Jason L Jason L Dec 21, 2014 9:04 AM in response to Chickenman26
    Community Specialists
    Dec 21, 2014 9:04 AM in response to Chickenman26

    Hi there Chickenman26.

    Welcome to Apple Support Communities.

     

    The article linked below provides troubleshooting suggestions that’ll resolve most Touch ID issues, including the issue that you’ve described with Touch ID no longer recognizing your finger after some time.

     

    Use Touch ID on iPhone and iPad - Apple Support

    Get help 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. 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 case or screen protector, make sure it doesn't cover the Home button or the surrounding ring. If it does, remove the case or screen protector and try again.
    5. Tap Settings > Touch ID & Passcode and make sure that iPhone Unlock or iTunes & App Store is on. Also make sure that you've enrolled one or more fingerprints.
    6. Try enrolling a different finger.
    7. If you can't enroll any of your fingers, take your device to an Apple Retail Store, Apple Authorized Service Provider, or contact AppleCare for help.

    * 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.

     

    Ciao,

    -Jason

  • by raneemfromriyadh,

    raneemfromriyadh raneemfromriyadh Dec 21, 2014 11:20 AM in response to Jason L
    Level 1 (0 points)
    Dec 21, 2014 11:20 AM in response to Jason L

    hello

    the touch in my phone has not working at all! it's iphone6

  • by Chickenman26,

    Chickenman26 Chickenman26 Dec 21, 2014 1:04 PM in response to Jason L
    Level 1 (0 points)
    Dec 21, 2014 1:04 PM in response to Jason L

    Jason,  I appreciate your suggestions - the issue however seems to be that the iPhone does not keep the image available.  I can scan a finger OK - it will work OK - but only for about a day - then it will no longer activate the phone - and not longer be recognized when using the "Touch ID" under "Settings".  I can rescan the finger (or any finger) OK - and it will work again for about a day - then stop working. 

  • by Jason L,

    Jason L Jason L Dec 22, 2014 6:02 AM in response to Chickenman26
    Community Specialists
    Dec 22, 2014 6:02 AM in response to Chickenman26

    Thank you for using the Apple Support Community. Due to the nature of your issue or question you may find more information by using another one of Apple's support resources - https://getsupport.apple.com/GetproductgroupList.action.

  • by Chickenman26,

    Chickenman26 Chickenman26 Dec 22, 2014 10:24 AM in response to Chickenman26
    Level 1 (0 points)
    Dec 22, 2014 10:24 AM in response to Chickenman26

    Solved the problem - seems that the Otterbox hard case with it's protective cover is the issue - I don't know why it has changed over time (worked without a problem since I bought the iPhone6) but after removing the iPhone from the case the Touch ID works fine. 

     

    I did have contact with Apple support Chat yesterday and they suggested this solution - I wanted to get back in touch with them today and now they want $$$$ for me to be able to let them know that their solution worked. Their email about our Chat yesterday says just enter the case number to review the progress - but their website will not allow me to use the chat today without sending them $$$$.  ***?