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Why my surface duo phone fingerprint does not work, it keep Saying enrolment wS not completed

Anonymous
2023-06-23T11:20:24+00:00

Hello, when I turn off my surface duo phone, whenever I try to turn it on, I have to do factory reset otherwise I can not open it. There is just black screen. And fingerprint doesn't work also. A d I can not see any apps on homepage. Is that because of hardware issue?

Surface | Surface Duo | Safety and security

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  1. Anonymous
    2023-06-23T14:58:07+00:00

    Hi, Skya MED.

    Thank you for reporting this situation. I'm sorry to hear that you're experiencing issues with your Surface Duo phone. The problems you described could be related to either hardware or software issues. Here are a few troubleshooting steps you can try to resolve the issue:

    1. Perform a soft reset: Press and hold the Volume Up button and the Power button simultaneously for about 15 seconds until the device vibrates and restarts. This may help resolve temporary software glitches.
    2. Check for software updates: Make sure your Surface Duo has the latest software updates installed. Go to Settings > System > System update and check if any updates are available. Software updates often include bug fixes and performance improvements that can help resolve issues.
    3. Safe mode: Press and hold the power button until the "Power off" option appears on the screen > Tap and hold the "Power off" option and select "OK" to enter safe mode. In Safe Mode, your Surface Duo will only load essential system services and built-in applications, while disabling third-party apps you may have installed. If the phone operates normally in Safe Mode without any black screen issues, it suggests that a third-party app may be causing the problem.

    If the issue remains even in Safe Mode or after uninstalling all recently installed apps, there may be a possibility of hardware damage. In that case, please feel free to contact Surface Technical Support directly for further assistance:

    1. Please go to: https://support.microsoft.com/contactus
    2. Select Devices
    3. Select "Get Home Support"
    4. Click: Don't want to use the Get Help app? Get support in your browser
    5. Type out "Surface Duo"
    6. Press get help
    7. On the bottom click Contact support or Sign in to contact support
    8. From the drop lists select the items that apply and then you get a list of available options to get a support agent to contact you depending on your selected issue.

    Thank you.

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  1. Anonymous
    2023-06-23T15:26:13+00:00

    Hello, thank you for your help, I think there is hardware issue. Microsoft support try to solve the problem now. I hope they can do it. Thank you.

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