Touch ID Not Working

Forums › Apple iOS and devices › Touch ID Not Working

tdgeek

13578 posts

Uber Geek
+1 received by user: 2451

Trusted

Topic # 204282 25-Sep-2016 10:04

Daughters 5S has this issue. I looked at it yesterday, chose new fingerprint, and no response at all. Didn't do anything, didn't bring up a finger.

Phone is on iOS 10 but I gather its been like this for a while. Did a hard restart, no dice.

I don't recall seeing that as an issue although Im not on iOS 10 on my 6Plus and haven't read much about iOS 10 issues, although that doesnt appear to be the cause, given the time with the issue

Any ideas?

surfisup1000

3818 posts

Uber Geek
+1 received by user: 1248

Reply # 1640124 25-Sep-2016 10:32

Same happened to our iphone 5s.... i think it is fairly common for touch id hardware to fail.

Where did you purchase? Still have the receipt?

I bought mine from spark about 2 1/2 years old when touch id failed. . . spark refused to fix under the CGA... lodged an online dispute with the Telecoms dispute resolution process .... spark changed their mind, eventually. This is the easiest method, all online. If you bought from a retailer like leemings or jbhifi etc, you need to go the CGA approach. Actually, probably worth buying from telco stores to have the TDR option.

Iphone should really last 5 years, in my view.

Some people think it should only last 2 or 3 years but their view differs from those who matter, when determining whether your phone should be fixed (ie, CGA/TDR).

lxsw20

2190 posts

Uber Geek
+1 received by user: 664

Subscriber

Reply # 1640136 25-Sep-2016 11:05

Has it ever had a screen replacement?

nathan

4988 posts

Uber Geek
+1 received by user: 1324

Trusted

Microsoft

Reply # 1640152 25-Sep-2016 11:15

surfisup1000:
Same happened to our iphone 5s.... i think it is fairly common for touch id hardware to fail.

Where did you purchase? Still have the receipt?

I bought mine from spark about 2 1/2 years old when touch id failed. . . spark refused to fix under the CGA... lodged an online dispute with the Telecoms dispute resolution process .... spark changed their mind, eventually. This is the easiest method, all online. If you bought from a retailer like leemings or jbhifi etc, you need to go the CGA approach. Actually, probably worth buying from telco stores to have the TDR option.

Iphone should really last 5 years, in my view.

Some people think it should only last 2 or 3 years but their view differs from those who matter, when determining whether your phone should be fixed (ie, CGA/TDR).

Only vendors or retailers would think a $1000-$1500 phone should only last this period

Curious to know. Spark didn't win the CGA you took them to, or you threatened and they called your bluff and then you went to TDR?

tdgeek

13578 posts

Uber Geek
+1 received by user: 2451

Trusted

Reply # 1640454 26-Sep-2016 07:14

lxsw20:

Has it ever had a screen replacement?

Possibly as it was bought from a screen fix store

Linux

3687 posts

Uber Geek
+1 received by user: 2129

Trusted

Lifetime subscriber

Reply # 1640460 26-Sep-2016 07:32

Quite possibly has fake / aftermarket bits on it then

Ex JohnR VodafoneNZ 17 years 4 days

CYaBro

2974 posts

Uber Geek
+1 received by user: 290

Reply # 1640473 26-Sep-2016 07:41

Yea if you bought it from that store then probably had a screen replacement which would often include the home button with the Touch ID.
Apple put out an update a while back that bricked your device if it had third party home button with Touch ID.
They said it was for your own protection.
After the outcry from the public they released another update that got your device working again but disabled the Touch ID.

Computer Repairs Whangarei
Apple Authorised Reseller
Apple Authorised Service Provider

danza

89 posts

Master Geek
+1 received by user: 37

Reply # 1640735 26-Sep-2016 14:19

CYaBro: Yea if you bought it from that store then probably had a screen replacement which would often include the home button with the Touch ID.
Apple put out an update a while back that bricked your device if it had third party home button with Touch ID.
They said it was for your own protection.
After the outcry from the public they released another update that got your device working again but disabled the Touch ID.

Yep because touchid is a cryptographic token as part of their chain of security that's used for encrypting their device.
Once the touchid has modified, they have no way of knowing whether it's done as an attack on the touchid subsystem of the secure enclave to break the phone's security, or it's just a sloppy screen repair job that broke or swapped out the touchid sensor.

It's another reason why you can't swap the touchid sensor/home button from one device to another because it's paired with the secure part of the CPU itself.

It would have been safer to brick the phone if touchid has been modified, but like you said that would've been too troublesome for average joes and so they backed off on the safer route.

You can take a look at the touchid portion, it's a pretty interesting read on how they do it
https://www.apple.com/business/docs/iOS_Security_Guide.pdf

mattwnz

14407 posts

Uber Geek
+1 received by user: 1885

Reply # 1640738 26-Sep-2016 14:37

I would never buy a second hand iphone, unless from apple direct, as you don't know what has been done with it, and whether it has had third party hardware installed.. I would also check that the moisture indicator in the sim slot has been activated, as that is a tell tale sign it has been previously damaged or repaired.

tdgeek

13578 posts

Uber Geek
+1 received by user: 2451

Trusted

Reply # 1640744 26-Sep-2016 14:55

mattwnz:

I would never buy a second hand iphone, unless from apple direct, as you don't know what has been done with it, and whether it has had third party hardware installed.. I would also check that the moisture indicator in the sim slot has been activated, as that is a tell tale sign it has been previously damaged or repaired.

Same for me, I never buy anything used. Although the car has 18k on it, thats ok

surfisup1000

3818 posts

Uber Geek
+1 received by user: 1248

Reply # 1640761 26-Sep-2016 15:32

nathan: s
Only vendors or retailers would think a $1000-$1500 phone should only last this period

Curious to know. Spark didn't win the CGA you took them to, or you threatened and they called your bluff and then you went to TDR?

The store just follows policy- the store manager said policy is 2 year warranty only. I mentioned the CGA and he said Spark believe the 2yr warranty meets the requirements under the CGA (which is an abusive view as the CGA time limits are variable based on various factors).

Having been into the store and received the default "computer says no" answer, I met the requirements to lodge a TDR claim. Spark defended their position at first, but changed their mind as the case moved towards adjudication. Given precedent is already against them, spark knew they couldn't win.

After hearing where the OP purchased the phone, I think they will just have to live without a working touch sensor. Unfortunately for the OP, there is a reasonable chance the home button will stop working completely.

mattwnz

14407 posts

Uber Geek
+1 received by user: 1885

Reply # 1640764 26-Sep-2016 15:34

tdgeek:

mattwnz:

I would never buy a second hand iphone, unless from apple direct, as you don't know what has been done with it, and whether it has had third party hardware installed.. I would also check that the moisture indicator in the sim slot has been activated, as that is a tell tale sign it has been previously damaged or repaired.

Same for me, I never buy anything used. Although the car has 18k on it, thats ok

Yeah, depends on what it is. Newish second hand cars that have a good service history and low kms are usually a good buy as a bulk of the depreciation has already been lost on it. But for actual apple stuff, part of the reason you buy it is so you can unbox that fresh new device, and you know that you will be looked after by apple for the life of it. buying second hand, it is likely to have been dropped used in the toilet etc.
You can still buy the iphone 5s brand new for under $500, which isn't much more than it costs for a second hand one. I personally like smaller phones, can use one handed and light to carry.

Yabanize

2112 posts

Uber Geek
+1 received by user: 529

Reply # 1640836 26-Sep-2016 17:28

I would have been interested to know how it would have gone if you had contacted Apple directly.

CYaBro

2974 posts

Uber Geek
+1 received by user: 290

Reply # 1640841 26-Sep-2016 17:44

Yabanize:

I would have been interested to know how it would have gone if you had contacted Apple directly.

Since it most likely had a 3rd party screen Apple would have said 'Bye-bye'.

Or at least they may have said take it to an AASP so they can check it for 3rd party parts.

Computer Repairs Whangarei
Apple Authorised Reseller
Apple Authorised Service Provider

tdgeek

13578 posts

Uber Geek
+1 received by user: 2451

Trusted

Reply # 1640843 26-Sep-2016 17:49

CYaBro:

Yabanize:

I would have been interested to know how it would have gone if you had contacted Apple directly.

Since it most likely had a 3rd party screen Apple would have said 'Bye-bye'.

Or at least they may have said take it to an AASP so they can check it for 3rd party parts.

Yep. The aftermarket touch ID reason is bound to be it. It used to work, although I don't gather it was bricked. Maybe it was after the fix, and sold from the shop when the update fixed it? Middle daughter is into maximising purchases like this with pre owned.

mattwnz

14407 posts

Uber Geek
+1 received by user: 1885

Reply # 1640845 26-Sep-2016 17:50

CYaBro:

Yabanize:

I would have been interested to know how it would have gone if you had contacted Apple directly.

Since it most likely had a 3rd party screen Apple would have said 'Bye-bye'.

Or at least they may have said take it to an AASP so they can check it for 3rd party parts.

I would think it would be cost prohibitive, considering the price to just buy a new phone, unless they will do a free quote. They perhaps should take it back to the retailer if it is fairly new, as it may have CGA coverage, it must be less than 3 years old.