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Touch ID stopped working :(

J

jimmyco2008

macrumors regular
Original poster
Jan 8, 2014
189
8
Hey all,

I have an iPhone 5s that was under warranty until about a week ago (ugh.), and I've noticed that Touch ID no longer works. Resting my finger on the home button doesn't even give me the "try again" error I get about half the time.

So I rebooted the phone, and now all my fingerprints are gone in the Touch ID settings, and I get an instant "Failed" (sorry, the operation was not successful. Please go back and try again.) error when trying to enroll.

If I had to guess, I'd say the fingerprint sensor ribbon cable came loose or something to that effect.... I'm jailbroken, and I'd like to stay that way, but I'll update to iOS 8 before I open it up and check the ribbon cable, I'd rather not take it apart at all.

Otherwise, I have a Genius Bar appointment in about a week (earliest I could get ANY time), maybe I'll get lucky with a free out-of-warranty replacement.

Does anyone have any experience with this issue? I've been Googling around, and it seems to only happen when people drop their phones, which is something I honestly have not done. I know some people lie on forums (as if we're the Apple Genius you'll be pleading to), but I'm being completely honest when I say, yes I've dropped my phone, but Touch ID has worked afterwards. Otherwise, I do take my phone in the shower with me, albeit on the other side of the bathroom, but it still gets pretty steamy, and my hands tend to be a little wet when I go to check it or whatever once I get out.

So maybe that's it, though I'd expect something like the Lightning port to stop working before the fingerprint sensor....

Anyway, I'll keep this thread updated with my findings as I try iOS 8 and taking it apart... and eventually taking it to a Genius.
 
Oh that sucks. Good luck!

My dads 5s had Touch ID stop working a few months ago. But it was under warranty and was replaced no problem at all
 
Your best bet is to reinstall iOS 8 afresh before coming to any conclusions. Also, try calling Applecare and seeing if they'd grant you that extra week of warranty. That said, if there are signs of the device having been dropped, you might be out of luck.

In any case, a fresh restore of the OS (don't restore backup at least the first time) will tell you if it's software or hardware.
 
Just checked my Amex statement- I actually did buy it with an Amex... I totally forgot about that. Thanks for the suggestion! Well, it's good to know I have that cushion, extra year of warranty, right?

I'll update to iOS 8 as soon as I can (tonight), and hopefully that will fix it, but if not, it looks like I'm not completely screwed.

Thanks for the suggestion to call Applecare ahead of time, I mean with Amex covering it, do you think I should plea with Applecare or just go straight to Amex? I want the least amount of hassle, and the least amount of time spent on this, but I'm not sure if Amex will have me at least *try* getting a replacement through Apple, like to they have to actually deny me a replacement before Amex will take care of it? Kind of a stupid question, but it'd be good to know before I start making phone calls.
 
I would go to Apple first. Not because of Amex, but because with it being just a week out of warranty, they might just replace it with no hassle.

If not, then I'd go the Amex route.

Good luck!

And let us know, okay?
 
Ntombi said:
I would go to Apple first. Not because of Amex, but because with it being just a week out of warranty, they might just replace it with no hassle.

If not, then I'd go the Amex route.

Good luck!

And let us know, okay?
Click to expand...

This. If Apple says no, pay for the out of warranty replacement then put in a call to Amex to file a claim saying you've already done the out of warranty repair. Amex will reimburse you in the next billing cycle.
 
Thanks for the replies.

Just installed iOS 8.0.2... Touch ID is still broken. I guess it's a hardware issue.
 
You take your iPhone in the shower and have dropped it? :rolleyes: I think this is a problem with the user, not with the phone.
 
KuchiKopi said:
jimmyco2008 said:
You're in no position to judge-
https://forums.macrumors.com/threads/1794615/

Yes because an accidental drop is the same as willingly taking a brand new iPhone into the shower...
Click to expand...

Okay, did you READ the post, or skim it for dirt so you could be an ass to yet another user on this forum?

----------

Anyway, I called AmEx Assurance, and the rep explained that the coverage is for the mere $200+tax I originally paid for the phone... Meanwhile an out-of-warranty replacement costs $269. I'm not sure if this is correct (anyone?) but it seems like my only hope is that they'll be gracious enough to extend the warranty coverage a couple of weeks (turns out I bought it at the beginning of the month).
Click to expand...
 
KuchiKopi said:
You take your iPhone in the shower and have dropped it? :rolleyes: I think this is a problem with the user, not with the phone.
Click to expand...

Lol:D
OP hope there's no moisture inside your phone or any of the liquid sensors tripped cause they wont replace it under warranty.
Wonder if its something that shorted out due to some drops of water on the home button or steam and moisture from bringing it in the shower.
Also you said you're out of warranty so you really need to be lucky to get another one for free.
Hope you don't take showers with that also:D
 
jimmyco2008 said:
Anyway, I called AmEx Assurance, and the rep explained that the coverage is for the mere $200+tax I originally paid for the phone... Meanwhile an out-of-warranty replacement costs $269. I'm not sure if this is correct (anyone?) but it seems like my only hope is that they'll be gracious enough to extend the warranty coverage a couple of weeks (turns out I bought it at the beginning of the month).
Click to expand...

That's correct. Amex can only reimburse you up to the price you paid plus tax so you'll have to cough up the $69 difference. That's why it's ideal to get at least the 32GB iPhone 5s (for $299 under contract) so you can be made whole by Amex plus some. Likewise, the OOW replacement cost for the iPhone 6 is $299 so it's best to get at least the 64 GB model (also $299 under contract).

Amex extended warranty won't work with at&t's Next plan with $0 down. You put $0 down and Amex will reimburse you $0.
 
JayLenochiniMac said:
That's correct. Amex can only reimburse you up to the price you paid plus tax so you'll have to cough up the $69 difference. That's why it's ideal to get at least the 32GB iPhone 5s (for $299 under contract) so you can be made whole by Amex plus some. Likewise, the OOW replacement cost for the iPhone 6 is $299 so it's best to get at least the 64 GB model (also $299 under contract).

Amex extended warranty won't work with at&t's Next plan with $0 down. You put $0 down and Amex will reimburse you $0.
Click to expand...

That's clever, yet another reason to get the 32GB next time... Thanks for that info!


Anyway, there's closure- I stopped by my local Apple store right after they opened, they got me a walk-in appointment that was later in the day... And replaced the front display assembly (normally $129) in-store for free.... So I suppose Amex would have covered that worst-case. The Genius didn't say anything about me being just out of warranty, but he did go and get a manager to approve the repair.

Obviously they didn't find any water damage, but I'm playing it safe from now on. Thanks again to all those who replied with helpful information, I'm sure it'll go on to help others who are in a similar boat in the future.
 
jimmyco2008 said:
Anyway, there's closure- I stopped by my local Apple store right after they opened, they got me a walk-in appointment that was later in the day... And replaced the front display assembly (normally $129) in-store for free.... So I suppose Amex would have covered that worst-case. The Genius didn't say anything about me being just out of warranty, but he did go and get a manager to approve the repair.
Click to expand...

Very nice of Apple to replace the front display assembly two weeks out of warranty free of charge! This shows it isn't necessarily true that having AC+ is required for getting preferential treatment.
 
i would suggest using the excuse of "this stopped working prior to warranty ending, but it was impossible to get an appointment"
 
yaboyac29 said:
i would suggest using the excuse of "this stopped working prior to warranty ending, but it was impossible to get an appointment"
Click to expand...

Apple already replaced the front display assembly free of charge two weeks out of warranty just from the OP's being honest. Had the OP tried your lame excuse, the Genius would have probably rebuffed him and not bothered to seek a manager's approval for the courtesy repair.
 
Found a dead (stuck?) pixel. Of course.

I'm lucky to have Touch ID working, I'm just concerned about when I go to sell it, kinda have to say there's a dead pixel, it's in the middle of the screen.
 
jimmyco2008 said:
Found a dead (stuck?) pixel. Of course.

I'm lucky to have Touch ID working, I'm just concerned about when I go to sell it, kinda have to say there's a dead pixel, it's in the middle of the screen.
Click to expand...

It's unlikely they'll even let you return it, most likely the water damage sensor has been triggered.
 
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