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Fingerprint sensor not found on XPS 15 9570
Recently bought a refurbished Dell XPS 15 9570 from the Dell outlet store; A higher specced version. This version is intended to have a fingerprint sensor but when I opened Windows sign-in settings it was shown to me that there isn't a fingerprint scanner compatible with Windows Hello Fingerprint (Windows Hello Face is unavailable as well even though this laptop *has* a Windows Hello Face able webcam which is another issue in itself.)
There is no fingerprint sensor device found in the device manager and when I tried to install the Goodix Fingerprint Sensor drivers I was told that there was no fingerprint sensor found. I also was told of the netsh winsock reset command that would apparently fix this issue but it still persists. I also updated the bios and this did not help.
Any help would be greatly appreciated, I would like to have the full functionality that I paid for.
JOcean
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August 28th, 2019 11:00
In order to confirm the presence of a sensor, go to the following support site and type in your service tag number. That will confirm the factory included hardware. Then click on current configuration to obtain current hardware that is installed. The only thing I can guess that when the system was refurbished, a non-sensor power switch was installed. Just a guess though and the information above should help.
https://www.dell.com/support/home/us/en/19/?l=en
https://www.dell.com/community/XPS/XPS-15-9570-finger-print-reader-is-not-working-properly/td-p/6192369
kntrllr
3 Posts
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August 28th, 2019 15:00
I cannot see a fingerprint sensor on this laptop configuration view, however, it was advertised on the Dell outlet store however as having the "3J26D Palmrest for 81 key with Finger Print reader" so I am rather annoyed. Would there be any way for me to definitely check or is there no way it's just not there in the current config view. If this is the case I will probably be returning it for a replacement model. Thanks for the help.
JOcean
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August 28th, 2019 19:00
If not in the current configuration then I have to believe that somewhere along the line, either the original configuration or during the reconditioning, the power button with sensor was replaced with a non sensor button. I would call Dell tech support and explain the problem and have them help you out. They should have the definitive configuration of the system at hand.
Saltgrass
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August 28th, 2019 20:00
On some systems the finger print reader is in the power button. On those, since it can be optional, if the button has a light it will not be a reader.
If you are not seeing one in the Device Manager, you might check to make sure all the drivers are installed.
I looked up the 9570 but could not see various configurations..
kntrllr
3 Posts
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August 29th, 2019 03:00
The power button on this system definitely doesn't have a light on and I have updated all drivers on my system using the dell update software. When I first got this laptop yesterday I tried installing the Dell Data Protection | Security Tools driver and on restart, the entire computer crashed and I had to do a Dell factory reset; I haven't tried installing that driver since but the official install guide seems to say that the DDP|ST driver is required but apparently it reached EOS early last year. Don't really know how to proceed but there is definitely no light on the power button which would indicate a fingerprint sensor.
Saltgrass
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August 29th, 2019 08:00
The user manual on the system does say the fingerprint reader is optional, but will not have a power light if it is capable.
So, perhaps as mentioned, the refurb caused a problem with it. In the service manual, there are instructions on how to remove and replace both the Power button module and fingerprint (optional) reader daughter board..
I don't usually buy refurbished computers, but some of the paperwork may indicate if everything has to be working as if the system was new. You never know why a system was refurbished, and the fingerprint situation may have been that reason.
Maattt
2 Posts
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February 2nd, 2020 22:00
I hate to reply now, but I have been having similar issues. It happened this past month after an update (not exactly sure when). My 9570 pretends as if it does not have a fingerprint reader at all. In other words it does not appear listed in windows device manager.
Tasks I have completed to attempt a fix with no success: