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4 Posts
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91194
XPS 13 9370, fingerprint not working
Hello,
The fingerprint on my laptop was working flawlessly until some major update of windows. Now I cannot setup the fingerprint again.
The last Goodix driver Version 2.1.31.300 is installed but when I try to setup the fingerprint at the moment where it says "Touch the fingerprint sensor, Repeatedly lift and rest your finger on the sensor until setup is complete" and put the finger on the sensor nothing happens. So it seems the fingerprint sensor is not working. On the BIOS V1.4 I checked that the biometric device is enabled.
Does anybody know how I can fix this?
Thanks in advance,
Philippe
pmiguelfgv
1 Message
6
November 23rd, 2018 15:00
Hi, Go to BIOS Settings and check: Software Guard Extensions(SGX) set to "Software Controlled", save settings and reboot. This should solve your problem.
Kounavaki
15 Posts
0
August 4th, 2019 06:00
I don't know but for my Dell XPS 9380 I first erased my fingerprint and tried to add a new one but that did not work so I reinstalled the Goodix drivers and that fixed the issue temporarily. When I rebooted, the issue reappeared and what seems to fix it permanently is changing the BIOS setting "Intel Software Guard Extensions (SGX)" to "Software Controlled" from "Enabled".
robert p
4 Operator
4 Operator
•
9.4K Posts
0
July 6th, 2018 07:00
Hi salomonteneighty89,
Thanks for posting. Apologies that your system is not performing as expected.
Here is information from the Dell Knowledge base you may find helpful:
How to troubleshoot and resolve Fingerprint Reader and Security Software issues
blazeremy
1 Message
0
July 12th, 2018 12:00
Hey I'm having the same issue. Were you able to ever get yours working again?
user_b109ab
1 Message
0
July 15th, 2018 07:00
having same issue since update. did not find the link from the Dell person helpful as it has several in-depth articles for troubleshooting, and nothing specific to this update. What's the best way to get help from Dell?
Carphedon
2 Posts
0
July 21st, 2018 10:00
Same problem for me, device manager says the device is working properly but i can not set up windows hello fingerprint.
Carphedon
2 Posts
0
July 23rd, 2018 06:00
Is dell actually active on this forum? Multiple users reported a non functioning finger print scanner and so far still no word or fix from dell... Did i have to pay extra for customer service?
mstammie
2 Posts
0
July 29th, 2018 05:00
I've got a Dell XPS 13 9360. I too have not had problems with the fingerprint reader until the last 2 weeks or so. I cant pin point cause. It is working intermittently. Went in to reset up the fingerprint reader and my print was recognized there. The knowledge base articles are not useful for this problem.
TomDC
15 Posts
0
August 4th, 2018 06:00
I am having a problem that might be related but with somewhat different symptoms. I too had had no problems with the fingerprint reader until recently. I believe the problem started after an Win 10 upgrade. My fingerprint reader still works perfectly when I wake up the laptop after relatively short periods. However, if I reboot or am away from the laptop long enough for it to go to sleep, I have to use my password or PIN to get past the lock screen. The fingerprint reader does not seem to be operational at all in those situations (that is, I don't get messages like the fingerprint is not recognized - there's just nothing).
It's odd because obviously the reader and my fingerprint are OK as it works for waking up from short duration locks. Is there a setting that controls whether the fingerprint can be used for startup from a boot or sleep condition?
booyay
6 Posts
0
August 4th, 2018 10:00
I'm in the same boat. Just updated to newest Windows release today and fingerprint stopped working. Windows Hello just says "sorry...."
mstammie
2 Posts
0
August 4th, 2018 17:00
This is exactly what I'm experiencing. I've removed and re-added the fingerprint, but still having issues after the machine goes to sleep. This recommendation from Dell Tech. This and other recommendations follow:
Attempt to clear and re-enroll the fingerprints.
1. Go to Settings > Accounts.
2. Scroll to Windows Hello and click Set Up in the Fingerprint section.If you don't have a PIN, you will need to create one to set up the fingerprint reader.
3.Click Get Started.
4. Enter your PIN.
5. Scan your finger on the fingerprint reader.6. Click Add Another if you want to repeat the process with another finger, or close the program.
1) Remove Control Point Security Manager Software.
2) Remove Control Point Security Manager Driver.
3) Leave any other Control Point components install.
4) Re-install the Security Driver First.
5) Then Re-install the Security Software after.
For drivers and firmware click on the link below.
http://www.dell.com/support/home/us/en/19?c=us&l=en&s=dhs
If the steps above also did not work, please try these below:
patrickusaf08
1 Message
1
August 6th, 2018 19:00
I just purchased a xps 9370 and updated the latest drivers this morning when logging into my computer. I went to add finger prints and could not find them under account settings. Are they located somewhere else or have they been removed in the latest updates? Thank you for the help
dunkirk_16
20 Posts
0
August 11th, 2018 18:00
Exactly the same problem. I cannot setup the fingerprint. The symptoms are identical. I guess they want to force us to use the face detection and collect our facial image haha ^_^
Lavaughan
1 Message
0
August 24th, 2018 01:00
yep me too - fingerprint greyed out and can't see any way to resolve that. when testing the device it is detecting fine. driver is latest.
booyay
6 Posts
0
August 25th, 2018 07:00
With no response from Dell or solution after almost 3 weeks, I'm assuming Dell doesn't care to fix the issue.