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Fingerprint not working on SURFACE DUO 2

Anonymous
2025-01-14T23:32:04+00:00

After updating to Android 12- My DUO 2 Fingerprint suddenly stopped working and doesn't show anymore in the settings/lock options. I wrote to customer service they told me to clean the Fingerprint/power button but didn't work, I reset the phone still not fixed. Someone help!

Surface | Surface Duo | Safety and security

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  1. Anonymous
    2025-01-15T01:53:41+00:00

    Hello, Jonathan SSerugga.

    Welcome to Microsoft Community!

    I have noticed that you have already performed a reset for your Surface Duo 2 but still failed to resolve the issue.

    Reset has almost been the last option for this type of issue and if the problem still persists, I would recommend you to get in touch with Surface Technical Support team for a more efficient service to resolve it.

    I am sharing the steps to create a service order with you here:

    1. Use your personal Microsoft account (not your organization account) to access the following links:

    Contact - Microsoft Support

    1. Type Surface Duo 2 Fingerprints not working, press Enter, and click "Contact Support" at the bottom:

    1. Select Technical Support and select the device model (Surface Duo) you are currently using in Product family, then click Confirm:

    Image

    1. You will see contact options for Chat support and Phone support, please contact them during business hours:

    Image

    I hope your issue can be dealt with appropriately.

    I wish you all the best.

    Best Regards.

    Leo.L - Microsoft Community Support Specialist

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