Windows Hello - Fingerprint Recognition

Could you please post the exact model of your system?

It is possible that a driver update could help but the model number is needed.

It's an Inspiron 15 7000 2-in-1. Does that help? Or do you need more information?

Hi jpeoples143,

Thanks for posting and for sending your service tag information.

Apologies that your system is not performing as expected.

In checking your issue, I found the following in the Dell Knowledge base:

How to troubleshoot and resolve Fingerprint Reader and Security Software issues

Try logging out and logging in again with your username and password, and be sure you are pressing firmly on the reader.  

Hi Robert, 

I appreciate the assistance. However, the fingerprint scanner itself works fine. The issue is in the settings, as Windows Hello is preventing me from being able to reactivate my fingerprint. 

Thank you,

Jess

Hi Jess,

Thanks for your message.  Have you tried the information in this article?  Windows 10: Resetting the Windows Hello Biometrics

Hello there!

Just want to make sure I am not misunderstanding your post so I can share what led me to my fix and try to point you in the right direction. Clarifications, answers, and notes below.

Clarification 1: Does your issue show up when you turn on your PC? (when prompted to sign into the computer with your fingerprint reader, it will not read your fingerprint or give you any message). if this is NOT the case, i.e. It does read your print upon login but fails once in Windows, you should perform these steps anyway BUT no guarantees it is the whole fix. 

Clarification 2: Once logged in, proceed to Settings. You noted windows indicated the fingerprint option was not available in sign-in options. Windows may be referring to your Facial Recognition option if it indicates in RED partway down the page by "sign-in options" it is "preventing some of these options from being shown". The arrangement of that page doesn't flow well so it isn't very clear which it is referring to when you scroll down to the sign-in section. It refers to both. Even if it indicates at the top of the page below WINDOWS HELLO FINGERPRINT "you are all set to sign in to Windows...etc.". It may not be accurate because Windows is ridiculous. So either way, follow my steps.

Clarification 3: What update did you perform? - I'm going to assume Windows because in my experience, their updates either reset or scramble up your settings. If yes, assume Windows changed a setting on your computer that negatively impacted your biometric device setup.Typically a windows update problem indicates a hardware/software communication issue. Start with adjusting the windows settings within the hardware (MUCH easier to start troubleshooting this way).  

 PART 1: The dreaded drivers

• go to Control Panel (if you don't know where windows hid it this time, you can use the search bar in settings to bring it up)
• Click device manager, under devices and printers.
• locate the biometric device dropdown and click it.
• double click the biometric device below. (mine is Goodix fingerprint) This brings up properties.
• most likely, it will read "this device is working properly" IGNORE that, we already know it's not working properly because you can't log in right? ("Working properly" will be indicated 90% of the time you are having a device problem if its a communication issue).
• Update your drivers. (this may not be part of this issue but please do it first. You can lessen the chance of a concurrent driver problem impeding your ability to implement a fix for today's issue.)
• -Reboot-
• Attempt fingerprint sign in.
  • It probably won't work just yet. That's okay...move on to PART two.
  • Even if updating your drivers allows you to use your fingerprint reader, I suggest you ALSO do the following to avoid intermittent issues going forward.

PART 2: Odd Power Management adjustment - I couldn't find a fix in community or tech support for the reader problem so after a couple missteps and updating my drivers, I started looking at every available feature and setting for the device. I came across an odd setting in the Biometric device hardware properties. It is located on the Power Management tab. It allows Windows to shut off the fingerprint reader to save power. BINGO. Updating the drivers and turning OFF this feature fixed my issue. 

• go to Control Panel
• click device manager, under devices and printers.
• locate the biometric device dropdown and click it.
• double click the biometric device inside. (mine is Goodix fingerprint) This brings up properties.
• click the Power Management tab.
• unclick the box for "ALLOW THE COMPUTER TO TURN OFF THIS DEVICE TO SAVE POWER"
  • It may not be responding to running low on actual battery life. My guess is it is responding to using the ECO/conserve power features within windows. 

One comment: why in the ever loving world of tech would anyone want THIS to be the feature that is turned off to save power. Thinking ahead as usual I see. This is like a bank trying to lower their electricity usage so it sets the alarm system to shut off to conserve power. Ummmm...nope.

My assumption is any time we upgrade Windows this is going to default back, so bear it in mind.

Hope this helps! Please let me know and good luck.

Thanks for your response.  Hopefully your issue has been resolved.