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Touch ID not working

Regular Visitor

Touch ID not working

I just updated my Xfinity Home app and I can not set up the Touch ID. My roommate did the upgrade also, (when it first appeared) and hasn't been able to use her Touch ID. I really love this feature and use it all the time.
Expert

Re: Touch ID not working

Did you try uninstalling and reinstalling the app?

Regular Visitor

Re: Touch ID not working

Yes, And it didn't work. (Roommate has uninstalled and reinstalled at least 3 times too)
Official Employee

Re: Touch ID not working

Hi, CJM008 - Are you getting any error message? 

Regular Visitor

Re: Touch ID not working

Hello,

I am receiving no error message. All that happens is when I type in my code, the numbers "wiggle" as if I entered the wrong code. After typing in the code three or four times, I just close the set-up screen.

New Poster

Re: Touch ID not working

Same thing is happening with me!!!! Is there any solution yet???
Official Employee

Re: Touch ID not working

Buttahpeacan -- 

 

I pulled up your account & see you are not using the most up to date version of the XH app.  Can you please update & let me know if this resolves the issue?

 

Thanks!

 

Rachel

Regular Visitor

Re: Touch ID not working

Hello,

I just did the most recent update, and am still not able to use the touch ID for arming or disarming my system.

I am wondering if there is a reason why this feature stopped working.

 

Expert

Re: Touch ID not working


CJM008 wrote:

Hello,

I just did the most recent update, and am still not able to use the touch ID for arming or disarming my system.

I am wondering if there is a reason why this feature stopped working.

 


I used my touch id this morning.  Does yur touch id work with other apps?

Regular Visitor

Re: Touch ID not working

I have not had any other issues with the Touch ID, except with the Xfinity Home app.

Official Employee

Re: Touch ID not working

CJM008 -- 

 

I've pulled up your account & only see successful arming/disarming via keypad.  I'm not seeing any arm/disarm events with TouchId. Can you check that you have TouchId enabled for arm/disarm in app settings?

 

Thanks!

 

Rachel

Regular Visitor

Re: Touch ID not working

I haven't been able to set it up. That is why I made the original post. When I go into the setup, and enter my passcode the dots just wiggle .
However, it worked previously. I lost the ability after doing an update. (I think it is was 2 or 3 updates ago)
Official Employee

Re: Touch ID not working

CJM008 -- 

 

I have Private Messaged you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  

 

Thanks!  

 

Rachel

New Poster

Re: Touch ID not working

Not working
Official Employee

Re: Touch ID not working

Dayersj -- 

 

I pulled up your account, but don't see recent app activity.  Are you experiencing issues with TouchID? 

 

I also noticed something on your overall account that may be contributing to some app issues & will private message you with more information.  Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.  

 

Thanks!  

 

Rachel