petljalo
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Fingerprint reader unresponsive on 7490

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Hello,

We got two new 7490 and both have the same problem with fingerprint reader:

  • Intermittently but often it becomes unresponsive at windows login screen, after windows start, locking or sleep. Like it's not up at all. Sometimes after quite a while (minutes) it starts responding to fingerprint touches, sometimes it's numb and does not response at all and we have to login with pass or pin. What we did is disable power save for fingerprint reader but it did not help. Then we installed latest drivers but that too did not help.
  • If fingerprint responds, it has problems reading fingerprint touches, often it does not recognize my fingers (I added several) and I have to login with pin quite often. What we did is try to clean the sensor before touching it but it does not help.

This is very frustrating problem. We are not sure if this is Windows, driver or hardware related fingerprint reader problem. Before we had laptop from other well know brand and fingerprint reader worked flawlessly. 

Since this happens on both of our new 7490 I wonder if anyone else has experienced this and did you manage to resolve this issue.

 Best Regards,

Sasha

ps. I would be quite disappointed if I have to send the notebook back for fingerprint servicing right out of the box. 

 

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42 Replies
DAF44
2 Iron

Re: Fingerprint reader unresponsive on 7490

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Same issues and troubleshooting experience with my new 7280.

What I found that works 99% of the time: I lick my finger before touching the sensor!

E6430, E6440, 7280
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GaborLJMU
1 Copper

Re: Fingerprint reader unresponsive on 7490

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Same problem here with Dell Latitude 7280. I had the palmrest (incl. the fingerprint reader) replaced a few times, and then the whole laptop. I have the same problems with the second one so it's a problem I cannot get fixed other than switching to another manufacturer. Licking my finger seems to help but it is a major source of infections so not really a solution. I use several laptops with fingerprint scanners and I never had problems so it's not my finger's fault.

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jp_miata
1 Copper

Re: Fingerprint reader unresponsive on 7490

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Iam also a owner of a 7490 and I have noticed, that after a reboot or wakeup from hibernate the fingerprint reader is not responsive. After I login with my password the fingerprint reader works as expected. So every use case, like unlock the screen or login after suspend works.

I also checked the event viewer if there are any errors or warnings, but nothing found. 

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vibber
1 Nickel

Re: Fingerprint reader unresponsive on 7490

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Same experience here with a 7390, the fingerprint is never recognized after the laptop has been sleeping.Seems to be a timing issue, as it works much more reliably (well, still horribly bad at about 30% success rate) if the computer has just been briefly locked. My guess it's an OS/driver issue more than the hardware itself. Luckily we're moving towards using the IR Camera for Windows Hello, that one always works.

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arifa7med
1 Copper

Re: Fingerprint reader unresponsive on 7490

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I have the same problem with my Latitude 7390. The finger print almost never works. I am very frustrated with this. Dell needs to fix this.

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petljalo
1 Nickel

Re: Fingerprint reader unresponsive on 7490

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It doesn't seem that Dell cares for this problem.

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hattontj
1 Copper

Re: Fingerprint reader unresponsive on 7490

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I'm on my 3rd 7490 (if you count the motherboard and palm rest replacement) and none of the fingerprint readers work.  I have also reinstalled Windows and drivers.  Something is wrong!  I cannot even get my fingers entered...Well, I got it entered once, and it would log me in maybe 1 out of ever 5 tries. I use the same finger to log into my phone all day long.

On a whim, I disabled the TPM chip and it magically started working (better but not perfect). However, this is not a fix, because I have to use Bitlocker.

Major problem needs attention from Dell!!

- Tim

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SysSvcTech
1 Copper

Re: Fingerprint reader unresponsive on 7490

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Same issue on 5285 for months. After waking from sleep, it defaults to fingerprint login, but putting my fingers on the sensor just does nothing.  Makes me feel like the sensor is just a junk gimmick for Dell to compete with ipads on specs alone.  If it is supposed to be used in a business environment, then Dell - work with Microsoft and fix it.  I do not want to associate Dell with junk features.   

 

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DAF44
2 Iron

Re: Fingerprint reader unresponsive on 7490

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I think the moderators should merge the myriad of threads on this very same issue posted in the forum.

Maybe that will trigger interest at Dell Inc. Or maybe not

E6430, E6440, 7280
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