JraulhernandezR
Level 1 (10 points)

Q: Touch ID setup is immediately prompted to "Failed"

Hello Community,

 

 

So recently got a replacement iPhone through warranty. I activated the device, checked updates and downloaded basic apps and then decided to set up Touch ID. The Touch ID option is able to be turned on however as soon as I slide "Use touch ID" option, it says FAILED. It doesn´t even let me to place my finger on the sensor. What might be the reason?  The iPhone was brand brand brand new...Clean, with the covers and everything. I tried to hard reset, set as new iPhone, restore from iCloud, tried to set up Touch ID from the iPhone inital set up. 

iPhone 5s, iOS 8.3

Posted on May 25, 2015 6:25 AM

by Allen A,Solvedanswer
Allen A Allen A
Community Specialists
A:

Hi JraulhernandezR,

 

 

The information outlined below can help get Touch ID to function correctly on your iPhone.

 

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.

Use Touch ID on iPhone and iPad
https://support.apple.com/en-us/HT201371

 

 

All my best,

Allen

Posted on May 26, 2015 2:10 PM

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JraulhernandezR

Q: Touch ID setup is immediately prompted to "Failed"

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  • Helpful answers

  • by Allen A,Solvedanswer

    Allen A Allen A May 26, 2015 2:10 PM in response to JraulhernandezR
    Community Specialists
    May 26, 2015 2:10 PM in response to JraulhernandezR

    Hi JraulhernandezR,

     

     

    The information outlined below can help get Touch ID to function correctly on your iPhone.

     

    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.

    Use Touch ID on iPhone and iPad
    https://support.apple.com/en-us/HT201371

     

     

    All my best,

    Allen

  • by JraulhernandezR,

    JraulhernandezR JraulhernandezR May 28, 2015 12:36 PM in response to Allen A
    Level 1 (10 points)
    May 28, 2015 12:36 PM in response to Allen A

    Step 7 was the solution, my friend. Unfortunately, the Touch ID sensor was not working at all even after an authorized tech opened the device and noticed that all the connections were OK. I have seen many users with the same problem but not a concrete answer. It seems that the only solution is to get the device replaced, regardless of version of iOS or iPhone. I got my phone replaced and happily using it now... Thank you buddy!

  • by Allen A,

    Allen A Allen A May 31, 2015 11:09 AM in response to JraulhernandezR
    Community Specialists
    May 31, 2015 11:09 AM in response to JraulhernandezR

    Hey JraulhernandezR,

     

     

    Glad to hear that things are working correctly now!

     

     

    Cheers,

    Allen