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Kudos0

Fingerprint UnLock Unavailable

So we have a Samsung Note 5 Android phone and frequently when opening or returning to an App we get the message "Fingerprint unlock not available". If we exit the App and reopen it then it is OK.

Any idea why this happens and how can we fix it?

If it ain't broke, fix it 'til it is!

Replies

Kudos0

Re: Fingerprint UnLock Unavailable

Is this related to a Norton app? App Lock maybe?

Have you restarted the phone lately?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Fingerprint UnLock Unavailable

Norton App Lock is the problem. When I try to open other apps Norton App Lock requests confirmation that I'm authorized, and so the unlock screen appears. Before the last couple of Norton Mobile Security updates I would have the option of fingerprint recognition or password entry. Now I sometimes get the correct screen, but more often than not I get a screen looking for a password with the text "Fingerprint unlock not available". (Note: this may not be precise.) If I back out of the screen and again attempt to open the app, everything is normal and I can use fingerprint unlock. Frustrating!

Since this started happening I have rebooted my phone several times.

If it ain't broke, fix it 'til it is!
Kudos0

Re: Fingerprint UnLock Unavailable

I do not have an Android device with a fingerprint reader, so I cannot test anything for you.

Something you might look into. See if you have any battery optimization settings enabled for the App Lock app in Android Settings. If so, try disabling those.

What Android version is on the device? If Android 8, did you recently get updated to that OS version around the time you started seeing the problems?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Fingerprint UnLock Unavailable

Thank you for your response and attempting to help me.

I am currently on Android 7 and a check shows it to be the latest version for my phone.

I misspoke in my previous message. It might have been after a Norton Mobile Security update, or it may have been after the Norton App Lock update which would make more sense. I only remember that it was after some Norton update.

I have checked the apps that are locked by App Lock and everything looks normal. I have checked the App Lock settings and can't find anything that could be causing the problem.

If it ain't broke, fix it 'til it is!
Kudos0

Re: Fingerprint UnLock Unavailable

Did you look into the Battery Optimization settings in Android Settings? 

Things happen. Export/Backup your Norton Password Manager data.

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