Face ID not working in the App Store.

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Level 1

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Face ID not working in the App Store.

I just got the iPhone XS Max setup and I have noticed an issue when purchasing apps in the store. When I hit download the screen pops up for me to type in my password and it doesn’t let me use my Face ID. After typing in my padd word a message pops up saying “Unable to Set Up - There was a problem setting up biometric authenication on this device. Try again later.”

Can someone please help me with this, I have already tried turning off and on the iTunes and App store in the face time settings. The same message shows up when I turn it back on.

iPhone 5, iOS 6.1.3

Posted on Oct 16, 2018 4:56 PM

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Answer 1

Oct 16, 2018 9:02 PM in response to OMalley949

https://support.apple.com/en-us/HT208831

https://itunes.apple.com/us/app/macos-mojave/id1398502828?mt=12

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Answer 2

Oct 16, 2018 5:13 PM in response to OMalley949

Have you tried restarting your iPhone, or resetting Face ID and re-doing your face registration? Not sure what else to suggest, since presumably Face ID is working everywhere else (so it's not a hardware failure).

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Answer 3

OMalley949 Author

Level 1

12 points

Oct 16, 2018 5:59 PM in response to rockmyplimsoul

Yes I deleted my set up and did the process over again for the Face ID. I have restarted my phone a couple times now and still has the same problem. I am hoping I do not have to go to the Apple Store since I spent $1,200 dollars on a new phone.

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Answer 4

OMalley949 Author

Level 1

12 points

Oct 16, 2018 6:27 PM in response to rockmyplimsoul

The phone doesn’t show up on iTunes when I plug it in the computer. The photos pop up and my phones up on that application plus the phone starts charging but when I go to iTunes, the location where you click on the phone is not there. I have also looked at my system info on my computer and it shows my iPhone connected.

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Answer 5

Oct 16, 2018 8:16 PM in response to OMalley949

Hmm, is your iTunes up to date? If not, that would likely explain this.

If iTunes is up to date, is this a PC or Mac? If a PC, remove iTunes as well as "Apple Mobile Device Support", which is a separate program and gets reinstalled with iTunes (just removing iTunes won't remove AMDS, you need to do that separately and it often resolves issues like this). Then download a fresh installer of iTunes and that will put AMDS back in place. You won't lose any music, playlists, or history by doing this -- all that remains in separate files that are not touched by this process.

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Answer 6

OMalley949 Author

Level 1

12 points

Oct 16, 2018 8:52 PM in response to rockmyplimsoul

I have a MacBook Air. I updated all the software and I am on the latest edition of OS High Sierra. I have run out of ideas at this point. I have tried three different USB cords also, so weird it charges my phone and shows up in my Photos but not iTunes. Could it be a driver issue ?

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Answer 7

OMalley949 Author

Level 1

12 points

Oct 18, 2018 5:47 PM in response to panchososa694

THANK YOUUUUU. Can't believe I couldn't find anything on the internet that had this fix. Much appreciated!

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Answer 8

Oct 16, 2018 6:06 PM in response to OMalley949

One last ditch effort might be to connect it to iTunes and Restore the device, which completely erases it and reinstalls iOS from scratch. Do a backup first, and you can try loading the backup after restoring to get all your settings back.

But if the problem is embedded in your backup, that can perpetuate the problem -- so the final, final thing to try is to Restore and not load a backup at all. It is a lot of work to get all your settings and accounts back like you had them, but it may come to that. You can always go back to your backup if "restoring as new" (i.e. no backup) does not help.

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Face ID not working in the App Store.

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