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Pwocmom
Level 1 (4 points)
iPhone

Q: Why does the Touch i.d. stop working?

Touch i.d. will work for a day or two, but then it won't recognize the fingerprint. I understand that surfectants might affect the reading, but even if there isn't lotion involved, it still doesn't read the fingerprint. Any suggestions?

iPhone 6, iOS 9.3.1

Posted on Apr 15, 2016 11:50 AM

by razmee209,Apple recommended
razmee209 razmee209
Level 7 (32,986 points)
A:

what happens when you remove the otterbox for a week and test out the touch id.

 

that is probably the reason your having issues.

Posted on Apr 15, 2016 2:35 PM

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Pwocmom

Q: Why does the Touch i.d. stop working?

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  • Helpful answers

  • by razmee209,Apple recommended

    razmee209 razmee209 Apr 15, 2016 11:52 AM in response to Pwocmom
    Level 7 (32,986 points)
    Apr 15, 2016 11:52 AM in response to Pwocmom

    Pwocmom wrote:

     

    Touch i.d. will work for a day or two, but then it won't recognize the fingerprint. I understand that surfectants might affect the reading, but even if there isn't lotion involved, it still doesn't read the fingerprint. Any suggestions?

    Use Touch ID on iPhone and iPad - Apple Support

  • by David Bogie Chq-1,

    David Bogie Chq-1 David Bogie Chq-1 Apr 15, 2016 11:56 AM in response to Pwocmom
    Level 7 (25,772 points)
    Video
    Apr 15, 2016 11:56 AM in response to Pwocmom

    I have an older 5se, the touch ID has never failed in more than two years except for obvious reasons like my finger is in the wrong orientation or wet.

    When you say, "Touch i.d. will work for a day or two, but then it won't recognize the fingerprint," what do you to start it working again?

  • by Pwocmom,

    Pwocmom Pwocmom Apr 15, 2016 12:09 PM in response to David Bogie Chq-1
    Level 1 (4 points)
    iPhone
    Apr 15, 2016 12:09 PM in response to David Bogie Chq-1

    To "remedy" this, I delete the fingerprint and start over. That means I don't get it working again.  (Because of the Otterbox design, I was sure I had found a solution by turning the phone 180* so the case did not interfere with the reading of the fingerprint. This worked for more than 2 days but then quit reading.) I've gone to a 6-digit pw and would like to use the Touch i.d. but it's only a convenience at this point and not a necessity.  Thank you for your response.

  • by razmee209,Apple recommended

    razmee209 razmee209 Apr 15, 2016 2:35 PM in response to Pwocmom
    Level 7 (32,986 points)
    Apr 15, 2016 2:35 PM in response to Pwocmom

    what happens when you remove the otterbox for a week and test out the touch id.

     

    that is probably the reason your having issues.

  • by Pwocmom,

    Pwocmom Pwocmom Apr 15, 2016 2:36 PM in response to razmee209
    Level 1 (4 points)
    iPhone
    Apr 15, 2016 2:36 PM in response to razmee209

    Thank you for the suggestion. It's worth a try (as long as I don't drop the phone...)

  • by David Bogie Chq-1,Helpful

    David Bogie Chq-1 David Bogie Chq-1 Apr 18, 2016 1:32 PM in response to Pwocmom
    Level 7 (25,772 points)
    Video
    Apr 18, 2016 1:32 PM in response to Pwocmom

    You might have included the Otterbox in the original post.

     

    I have used an Otterbox on my 5S for two years, not problems at all. The seal around the sensor is not as good as the Otterbox for the iPhone 6 series and junk gets in. But the touch sensor has never failed for me.

     

    Your issue is most likely with the Otterbox and not the phone. Give Otter a call, great people.