GKNo.1
Level 1 (0 points)

Q: Touch ID isn't responding to touch. but

Hello. I have an iPad Air 2 and I have been using it (and Touch ID) for about two weeks. I registered 4 prints: both my thumbs, my index and my sister's thumb. it was working well and responding to all the prints fluidly. However, one time I turned on my iPad and tried to use the my thumb to open it. It didn't say "try again", but the "slide to unlock" text reappeared as if I had not put my fingerprint on the sensor. This has happened every time I try to unlock using Touch ID From that point onwards. I have tried: rebooting, hard reset, disabling Touch ID and re enabling, deleting fingerprints. Another problem is that I cannot add a new print. The instructions appear, however the big red thumb print is missing, and does not respond to my touch. Please help, as I have tried everything short of restoring, something I really don't want to do. Here is a screenshot of the phenomenon:

image.jpg

iPad Air 2, iOS 8.1.1, 64 Gigabytes, gold, Wifi Only

Posted on Jan 10, 2015 12:23 PM

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GKNo.1

Q: Touch ID isn't responding to touch. but

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  • by sterling r,

    sterling r sterling r Jan 12, 2015 7:46 AM in response to GKNo.1
    Community Specialists
    Jan 12, 2015 7:46 AM in response to GKNo.1

    Hello GKNo.1,

     

    It sounds like your Touch ID is not functioing correctly, in that it is not allowing you to add new fingers, and doesn't recognize ones that you have registered. According to the section labeled "Get Help with Touch ID" you've done all the troubleshooting for Touch ID short of reaching out to Apple. 

     

    Use Touch ID on iPhone and iPad

    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.

     

    If I were having this issue I would quit the Settings app:

     

    iOS: Force an app to close

    Double-click the Home button.

    Swipe left or right until you have located the app you wish to close.

    Swipe the app up to close it.

     

    When you have done that restart the device and test the issue again:

     

    iOS: Turning off and on (restarting) and resetting

     

    Thank you for using Apple Support Communities.

    All the best,

    Sterling