Digital biometrics have become commonplace on cell phones, and it is already difficult to imagine a world where you have to enter a password for everything. Employed on buttons, protrusion on the back, or even under the screen, it increases smartphone security by reducing the need for typing PINs or drawing unlock patterns. However, poor implementation or poorly optimized software can cause serious problems for device usage.
As a result, authentication by digital biometrics can sometimes be temporarily or permanently unavailable. In some of the situations, the user can analyze for himself what the defect is and make the correction. And these are the most common reasons why biometrics fail.
oily fingers
Digital biometrics can use an ultrasonic, optical, or capacitive sensor. On the latter, a dirty or greasy finger can get in the way of authentication.
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Cleaning with paper, or even clothing, can help. What’s more, the dirt could be on the biometric sensor itself. Try cleaning the screen, power button, or the dedicated sensor on the back — wherever the component is.
Wrong finger or position
You may have started reading this paragraph thinking that it doesn’t make much sense. However, even if the cell phone approves the registration of your fingerprint, it is important to remember that it did it for specific fingers, and in specific positions — no matter how much it registers additional margin.
Make sure that during the process you did not end up entering the biometric data of the thumb or index finger of only one hand — since, even if you have a dominant hand, occasionally it is normal to operate the cell phone with the other.
When registering the biometrics, vary the angles a lot, and try to do this procedure considering the real use, not holding the device with both hands. Imagine that the process of inserting the fingerprint is already an exercise in unlocking, thus giving data from your fingers according to day-to-day situations that can actually happen.
film
Have you put on a film recently and the biometrics on the screen stopped working? It may be incompatible with your cell phone’s fingerprint system.
Smartphone security is essential, but this screen protection, especially when manufactured by a third party, can be an impediment to the correct use of biometrics on the display. It may be necessary to remove it to confirm whether or not it is causing the problem — and in the latter case, continue to investigate the reason for the failure.
The ideal is to use the film that some manufacturers include at the factory. If it is already worn out, look for the company’s service to check other models of the plastic film that can be used with the cell phone.
damaged sensor
If we are talking about a biometric sensor on the power sensor or on the back, it is important to preserve it from scratches and dents. These small accidents, such as falls, that we are subjected to on a daily basis, can be fatal for the digital reading component.
However, the sensors built into the screen are also vulnerable to damage. And the problem is that they are not visible, as they are hidden. A cable may have come loose, or hardware may have come off the display. And that would only become clear with the opening of the smartphone.
For those who have a cell phone with biometrics on the display, this is an analysis for the brand’s technical assistance — after ruling out other possible causes.
Overheating
Villain of high performance cell phones for many years, the chip overheating can cause the unavailability of some device services. Biometrics is one of those affected, either by internal design failure, or by security triggers.
Thus, it is also important to turn off the cell phone for a few minutes, if it is too hot, and then try biometric unlocking. But remember that after booting, the first screen unlock needs to be done by PIN or unlock pattern.
If you still haven’t fixed the problem…
Slightly more extreme measures may be necessary. The first is to erase all biometric data from the smartphone, registering again, from scratch.
If the cell phone allowed the insertion of new fingerprint data, it is likely that everything is fine with the hardware. Even better if it allows unlocking after that. If you allow the registration, but not unlock it, it is a sign that the manufacturer sent a software with bugs in the last update. Thus, it is necessary to contact, alerting, or wait for a correction.
If the system does not recognize your fingers even at the time of registration, the problem can be more serious.
To continue checking, restart your phone in safe mode. For this, activate the power menu and hold for a few seconds on the shutdown option. The system will ask if you want to reboot in safe mode — with third-party apps disabled. This step is important to rule out the possibility of service interruption caused by downloaded applications.
In a more extreme measure, it may be recommended to format the phone — after proper backup. If the problem persists, it is practically ruled out that the problem is solvable by the user — requiring the intervention of the manufacturer.
Warranty activation
For the smartphone that is still in the warranty period, just look for an authorized technical assistance. During the pandemic, it may be that the company is pre-scheduling service over the internet.
Given the volume of customers served, you may need to be away from your smartphone for a few days — sometimes weeks. According to article 18 of the Consumer Protection Code, this period, however, cannot exceed 30 days. If it goes beyond that, the user is supported to request any of the following measures:
- Replacement of the product with another of the same species, in perfect conditions of use
- Immediate refund of the amount paid (invoice), monetarily updated, without prejudice to possible losses and damages
- Proportional price reduction (for the purchase of another cell phone)
Hidden defect must be fixed even out of warranty
Anyone who has detected the problem in biometrics after the warranty period has expired should not withdraw from any measures requesting the manufacturer’s action. The Consumer Defense Code also guarantees that the user is entitled to repair, as the problem was not caused by misuse.
Hidden addiction is a problem that is not apparent at the time of purchase, and manifests itself after days, weeks, or months of use. The consumer has 90 days to trigger the company to charge the repair after the problem is detected. That is, it takes three months, regardless of the warranty period, for the manufacturer to take notice, confirm the problem, and repair it free of charge.
The information is contained in section IV of the CDC. For the hidden addiction, the same terms and measures at the user’s choice apply, as listed above, and extracted from article 18.
It should be noted that both the manufacturer of the product and the store that sold it can be contacted to solve the problem.
How to contact the manufacturer or store
It is important to have the invoice in hand to know who can be contacted to solve the biometrics problem. If the manufacturer is putting too many obstacles in the way of repairs, the solutions available are legalizing the problem or alternatively calling the store that sold the smartphone.
Companies have their own contact channels, such as SAC, or even a flow of contact from the order on their e-commerce platforms. But it is also possible to activate them through relationship management platforms, such as Consumidor.gov.br and Reclame Aqui.
