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Why can't I unlock the screen with my fingerprint?

If the screen doesn't unlock when you touch the fingerprint scanner, check the following:
  • You may not be able to set the fingerprint scanner to unlock the phone if you've signed in to an Exchange ActiveSync account that requires you to set a different screen lock option (such as password). Ask your Exchange Server administrator if your Exchange ActiveSync account supports the fingerprint scanner.
  • In Settings > Fingerprint scanner, make sure Wake up screen is selected.
  • Make sure the proximity sensor is not covered when holding the phone. Refer to the user guide to see where this sensor is located.
  • Make sure your finger is not wet or too dry.
  • Do not wear gloves when using the fingerprint scanner.
  • Touch the fingerprint scanner for at least 2 seconds for it to recognize your fingerprint.
 
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