Samsung is warning customers who own the latest Galaxy Note 10 and Galaxy S10 to remove their screen protectors until the company releases a software update. Their new high-tech fingerprint reader is the root of the problem they’re addressing. The tech recognized residue left by fingers on a screen protector, making navigating the screen more troublesome.
“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,” Samsung said in a statement.
Customers have brought the problem to light on social media. A British customer found that her husband could unlock her phone using his thumb on the fingerprint reader. Another Samsung user posted a similar story on Twitter. They were all using a screen protector on their phones.
In order to protect their phones and all the information it contains, the company is ordering Galaxy Note 10 and Galaxy S10 to remove their phone screen protectors. The affected fingerprint reader gives people the ability to unlock the phone and apps with critical information like bank accounts with unregistered fingerprints.
The phone models have ultrasonic fingerprint scanners, which use soundwaves to create a 3D map of a person’s fingerprint. Samsung believes that some screen protectors containing silicone are to blame for the malfunction. Their own company-made protectors are designed for the technology, costing $20 to replace.
Previously, Samsung’s had trouble with phone launches. The Galaxy Fold’s launch was delayed due to negative early reviews. Samsung recalled the Galaxy Note 7 after some users’ batteries caught fire just two years ago.
The update to fix the issue is set for release early next week.