Why can't I access private mode on my Galaxy S5?

Hey guys I really need some help. I cannot access the private mode on my galaxy S5. I also cannot access the fingerprint scanner, every atempt is followed by an error message. I can't seem to find any help online for this problem, I don't want to try a factory reset because I will lose all files in private mode. Clearing finger print cache in settings didn't work either.

Any help would be greatly appreciated

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