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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.
Service Expert

Re: Touch ID not working

Did you try uninstalling and reinstalling the app?




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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? 




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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




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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.

 

Service 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?




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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




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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




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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




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