Touch ID setup problem

Question

Touch ID setup problem

Hello all,

I'm having trouble with touch id on the iphone 6s

Some info:

Iphone 6s/16Gb/Ios 9.3. (current newest)

The issue:

I bought this phone recently, I went to go set up touch Id simply by going into settings>Touch ID and passcode>Typing passcode in>

When I went in I seen iphone unlock off and itunes and app store off.

I tried switching them on, but it shows the touch id tutorial screen for a split second, and then instantly says "Failed, unable to complete touch id setup.Please go back and try again."

Iv'e tried rebooting the phone and nothing.

Also where it says "add fingerprint..." it's greyed out and I cannot tap on it

It's not an issue of cleaning anything.

I have also attempted contacting apple, it seems as though they didn't understand the problem, they tried redirecting me to this link

https://support.apple.com/en-us/HT201371

but it didn't solve anything nor address my issue, I feel as though it's a rare issue.

Thanks for your time, any suggestions or advice is much appreciated!:)

iPhone 6s, iOS 9.3.5

Posted on Aug 26, 2016 12:23 PM

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Answer 1

gdgmacguy

Level 7

21,891 points

Aug 28, 2016 5:49 AM in response to ThatLeprechaun

First, you should update your software to the most recent version, 9.3.5.

Have you tried the basic troubleshooting steps recommended by Apple? Restart, reset, restore from backup.

If those steps fail to resolve your issue, you'll need to restore your phone as a NEW device, not using backup at all. Once you restore your device as new, and before you put any apps or data on it, re-attempt to set up the Touch ID. If this fails, you very likely have a hardware issue and will need to bring your phone to Apple for evaluation and probable replacement.

Best,

GDG

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