Fingerprint sensor and Touch keys not working anymore

adrianoceanoadrianoceano Level 1
edited March 27 in ZenFone 4 Series

Please tell us some basic information before asking for help:

  1. Model Name: ASUS_Z01KD
  2. Firmware Version: Kernel version 4.4.78-perf+
  3. Rooted or not: not
  4. Frequency of Occurrence: always
  5. APP Name & APP Version (If your issue relates to the app): ---

In addition to information above, please also provide as much details as you can, e.g., using scenario, what troubleshooting you've already done, screenshot, etc.

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My zenfone is working, but the Fingerprint button and the right button (Touch keys) are not working anymore.

When I touch both buttons I can see that the phone senses it, but it doesn't do any work. For example to exit some third party apps you need to press the Fingerprint button, as the phone is with this problem I cannot exit these type of apps.

Another strange behavior is that notifications are not working anymore. Nothing appearing on top screen (System notifications) and Quick settings are not working anymore too.

Bellow are some screenshots:


Comments

  • Hi adrianoceano

    Thank you for your asking. Kindly try some stay-at-home troubleshooting tips below:

    1. Please try to enter "Safe Mode". If the function works well in Safe Mode yet the issue remains out of Safe Mode, please check on any disturbance from the installed 3rd party apps.

    # How to enter and exit "Safe Mode"

    https://www.asus.com/support/FAQ/1005163/

    2. Please try SMMI test 

    Calculator> type ".12345+=">SMMI TEST>Single Test>Fingerprint Test

    If any of the SMMI tests fails, indicating high possibility of faulty hardware, kindly bring your device to the nearest ASUS repair center for device checking: https://www.asus.com/support/Service-Center-All-Countries/

    If it is impossible to access the service center during Covid-19 period, please try Call us: https://www.asus.com/support/CallUs

    3. Also, please try "the Factory Reset" 

    Settings>System>Reset options>Erase all data(factory reset)

    Please note that once the Factory Reset is completed, all data, apps, settings and personal information will be deleted.

    Still, if the issue remains the same after performing the Factory Reset, please bring your device to the nearest service center for further device checking.

This discussion has been closed.