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Statement on Fingerprint Recognition Issue

on 31-10-2019
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Regarding recent reports of a fingerprint recognition issue affecting certain Galaxy devices, we would like to inform our customers of the following information.

 

This issue involved ultrasonic fingerprint sensors unlocking devices after recognizing 3-dimensional patterns appearing on certain silicone screen protecting cases as users’ fingerprints.

 

To prevent any further issues, we advise that Galaxy Note10/10+ and S10/S10+/S10 5G users who use such covers to remove the cover, delete all previous fingerprints and newly register their fingerprints.

 

If you currently use front screen protective covers, to ensure optimum fingerprint scanning, please refrain from using this cover until your device has been updated with a new software patch.

 

A software update which has already been released locally, and once updated, please be sure to scan your fingerprint in its entirety, so that all portions of your fingerprint, including the center and corners have been fully scanned.

 

Thank you for your patience and we will strive to continuously improve product and service experiences for our users.

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For any issues related to customer service, please go to samsung.com/za/support for assistance.
For media inquiries, please contact ssapr.newsroom@samsung.com.

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