P20 Pro Issues - No Fingerprint Scanner and Now No Fast Charging

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May 24, 2018
7
0
Hi Guys

Had my P20 Pro since launch now. Love the phone for the most part but had a couple of annoying issues which I can't fix.

First of all, a few weeks ago the finger print scanner stopped working - and all options relating to it disappeared from the settings screens. Even when I factory reset the only 2 options I get are password/pin etc and face unlock, no finger print.

Second, and this has just started happening today - the phone will no longer fast charge. Again, factory reset has not fixed the issue.

Anyone had similar issues and fixed?
 

potblack2win

Senior Member
Aug 20, 2008
247
40
London
Thats more likely to be a hardware issue as you have factory reset the device ruling out any services that may have been disabled by mistake.

After factory resetting the device can you go to Security & Piracy and Fingerprint ID and then new fingerprint to enroll yourself
 

potblack2win

Senior Member
Aug 20, 2008
247
40
London
It's not even doing the charging animation since reset I.E the coloured dripping bubble thing

That's very strange. Is it responding when you connect it via the USB cable to your PC? Does it show up on your PC

Just to confirm after factory reset:

Fast Charging has stopped
Home button has stopped working including fingerprint authentication
 
May 24, 2018
7
0
That's very strange. Is it responding when you connect it via the USB cable to your PC? Does it show up on your PC

Just to confirm after factory reset:

Fast Charging has stopped
Home button has stopped working including fingerprint authentication

It is, I can transfer files etc. And when connected to plug it charges very slow - but with no charging animation now. Even with original charger which was working fine yesterday.

Home button/finger print scanner have not been working for a couple of weeks, just presumed it would be a setting somewhere and would work it out when I had the time - but it's not. There is no option what so ever for anything related to that button/scanner.

These issues were all happening before a reset - apart from the no charging animation, that has only come about in the last hour when I reset.
 

potblack2win

Senior Member
Aug 20, 2008
247
40
London
It is, I can transfer files etc. And when connected to plug it charges very slow - but with no charging animation now. Even with original charger which was working fine yesterday.

Home button/finger print scanner have not been working for a couple of weeks, just presumed it would be a setting somewhere and would work it out when I had the time - but it's not. There is no option what so ever for anything related to that button/scanner.

These issues were all happening before a reset - apart from the no charging animation, that has only come about in the last hour when I reset.

If the home button is not functioning then I am sure its a hardware issue.

Have you tried the system recovery option within HiSuite application?

You may need to claim it through warranty
 
May 24, 2018
7
0
If the home button is not functioning then I am sure its a hardware issue.

Have you tried the system recovery option within HiSuite application?

You may need to claim it through warranty

So I left on charge for a bit, when it got to 20% it started fast charging again and the animation is back.

Just the home button/scanner to fix now
 

bos005

New member
May 9, 2011
2
0
same problem

I have same issue. Home button stoped working after night and no fingerprint option in menu. done recovery 2 times. discarged 0% etc. no action

Anybody find solution ? or it is hardware problem and warranty case ?
 

Whiston21

New member
May 26, 2018
2
0
Same issue twice

My girlfriend got this phone 5 days ago after 2 days the fingerprint stopped working as described. We thought it was a hardware issue so we got a replacement.

After less than a day with the new phone the same issue happened again. If anyone has any help with this please help. I can't accept we have been very unlucky.
 

masterci

Member
May 28, 2008
17
0
same problem with others

You can see in my post the problems I have from last firmware upadate.
I can't use face recognition and fingerprint.
The menu to set the intelligent unlock (i.e. the bluetooth speakers in my car) is white and any option!!!!!

Beppe
 

Whiston21

New member
May 26, 2018
2
0
You can see in my post the problems I have from last firmware upadate.
I can't use face recognition and fingerprint.
The menu to set the intelligent unlock (i.e. the bluetooth speakers in my car) is white and any option!!!!!

Beppe

It's not even opening the fingerprint settings. As soon as you click on it, goes back to the home screen. Very strange. Going to claim a new one under warranty as it's still in the 30 day period. And of it happens again, not sure what to do.
 

LEOF66

New member
Jun 6, 2018
1
0
Now having this issue too believe it's a Google / security setting issue rather than hardware.... I turned on ok Google and face recognition also disappeared! Turned it off and face recognition came back... Just got to find out what is causing it.... I was in a rush earlier to get to my home page and was bashing the screen to get it to recognise my face something about finger print popped up but now can't find anything about it... If you search it in settings it comes up with a few finger print options but when you click them it takes to out of the search bar and nothing else! HELP
 

bos005

New member
May 9, 2011
2
0
I got new phone.

I just got new phone. Provider just said, that it is not repairible and saod after week you will get replacement.
 

swampertemerald

New member
Aug 31, 2018
1
0
i brought the the P20 Pro yesterday and the fingerprint disappeared today. Factory reset, reset everything nothing happens. plus the fingerprint sensor seems fragile as i just just some of my rock climbing gears above it and it cracked a little bit easily.
 

jumpa23

New member
Aug 19, 2010
1
0
I spoke to Huawei Support

Hi guys, just wanted to also add my voice to this thread as a p20 pro owner in Canada, went to bed two nights ago, and woke up the next morning to a finger print reader that not only no-longer works, but whose options also disappeared from the settings menu. I went ahead and spoke to Huawei support about it. I was told that I could either wait for an ota fix to this problem, meaning they know it's a software issue and they aren't letting it be known to the general consumer, I was given a timeframe of 6 months. I was also given the option of sending my phone in for servicing? I told the tech that didn't seem to make sense because if it's a software issue that would be resolved with an OTA update, what would a service tech be able to do for me? They wouldn't be able to put the update on my phone until my service provider okay'd it, or Google okay'd it...and it's clearly not a hardware issue if they are working on a OTA fix....I was perplexed. Regardless that's all I know for now. There was an emui update pushed to my phone yesterday, and the security option for the finger print reader returned but it would freeze up when I tried to set my print, and then it disappeared again. Crazy how a flagship phone at the $1000 mark could have an issue like this without some sort of public service announcement letting people know. This is the only thread I can find on this issue

---------- Post added at 08:38 PM ---------- Previous post was at 08:31 PM ----------

Additionally I was hung-up on after asking to speak to a higher tier agent or a manager/supervisor. The lady put me on hold and then hung up on me. I had just given her my number and email and she didn't bother trying to contact me back lol.
 

ellyanuel

New member
Oct 3, 2018
1
0
Hey, I've got a p20 pro as well and my fingerprint sensor stopped working not even a month after I got it, and like you said the setting disappeared however on my phone the sensor got really hot. Anyway I took it back to spark, and they sent it back to huawei to repair it, it should be under warranty so you should be able to get it fixed for free. They replaced the front screen of my phone and so far everything is working again. However if this were to happen again I'd just opt for a phone with less problems...

---------- Post added at 12:59 AM ---------- Previous post was at 12:49 AM ----------

Hi guys, just wanted to also add my voice to this thread as a p20 pro owner in Canada, went to bed two nights ago, and woke up the next morning to a finger print reader that not only no-longer works, but whose options also disappeared from the settings menu. I went ahead and spoke to Huawei support about it. I was told that I could either wait for an ota fix to this problem, meaning they know it's a software issue and they aren't letting it be known to the general consumer, I was given a timeframe of 6 months. I was also given the option of sending my phone in for servicing? I told the tech that didn't seem to make sense because if it's a software issue that would be resolved with an OTA update, what would a service tech be able to do for me? They wouldn't be able to put the update on my phone until my service provider okay'd it, or Google okay'd it...and it's clearly not a hardware issue if they are working on a OTA fix....I was perplexed. Regardless that's all I know for now. There was an emui update pushed to my phone yesterday, and the security option for the finger print reader returned but it would freeze up when I tried to set my print, and then it disappeared again. Crazy how a flagship phone at the $1000 mark could have an issue like this without some sort of public service announcement letting people know. This is the only thread I can find on this issue

---------- Post added at 08:38 PM ---------- Previous post was at 08:31 PM ----------

Additionally I was hung-up on after asking to speak to a higher tier agent or a manager/supervisor. The lady put me on hold and then hung up on me. I had just given her my number and email and she didn't bother trying to contact me back lol.

Yeah I agree, for a phone that cost over $1000 I want to know why it has this issue after it has come out? I mean, they should have fixed all these problems with the tests they ran on these phones for who knows how long. But they overlooked this.
 

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    And where did you read that information?

    I cannot post a link , but you have a PM. I also have that issue, and it is not recognized by Huawei as their fault, my claim was rejected as customer missuse.
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