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December 11th, 2021 02:00
Dell XPS 13 9305 (2021) Aus Windows Hello Fingerprint not working
I am having issues with my brand new Dell XPS 13 9305 Australia
11th Generation Intel® Core™ i7-1165G7 Processor shipped with Windows 11 Home
https://www.dell.com/en-au/shop/dell-laptops/xps-13-laptop/spd/xps-13-9305-laptop/smhnx9305c05ausb
Order Code (smhnx9305c05ausb) Advertised as ships with fingerprint/power button as stock standard - not an addon.
I got it on 07-Dec-2021 and since never had the fingerprint scanner working.
I have the latest BIOS and other drivers from Dell support page for XPS 13 9305 (by choosing show for this unit only)
One customer support agent advised that Windows Hello can only be used with MS Online Account not Local admin account on the laptop. - Have tried this still no joy.
Formatted (deleted all partitions per Dell CS advise) and installed Windows 10 Home and Pro - (installed latest Dell drivers and Windows OS updated) - No joy
Formatted (deleted all partitions per Dell CS advise) and Installed Windows 11 Home and Pro - (installed latest Dell drivers and Windows OS updated) - No joy
I can see Goodix fingerprint listed in Device Manager - So the hardware is there in the laptop.
I have had no luck Dell CS Level 1 and 2 have remote logged in and deemed the product to be faulty (DOA)
They have been very helpful and approved a return. However here is where it gets interesting.
Just for my own curiosity I went to a Computer store to check if the same issue exists on a new XPS 13
I was able to test it on a XPS 13 Intel i5 (everything else is the same hardware wise) and an Inspiron with fingerprint on power button. (refer attached pics)
Both of these brand new units displayed the same message, slightly different though.
my understanding is to use Windows Hello feature one must create a PIN login first and then it allows to create Fingerprint and/or Camera/Face login. I have done exactly that and it still doesn't work. (refer pics)
Now, Dell have approved return of the laptop, However I have a suspicion that there is something else missing here. I have a feeling that there's a software issue that is inhibiting the fingerprint scanner to not work as it should.
I have googled it and found various tips and tricks (Group Police, Regedit, Logon Credentials, Updated drivers etc) However none have worked.
Wondering if someone else in Dell Sphere had similar issue and can assist. Dells own Tech Support is a hit and miss sometimes you bump into really switched on members sometimes you get a total dud. Hoping some bright spark user or even Dell Tech can chime in and assist.
As I have feeling its a software issue and there isn't anything wrong with my laptop hardware wise (unless the fingerprint reader unit is dead then I have won the Dells DOA Lottery
Please help.
DELL-Cares
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December 11th, 2021 02:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
Hank Shrader
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December 13th, 2021 22:00
Update: Dell has kindly and rightly provided with replacement. However with a few attempts to void my initial claims by stating that the product doesn't come with fingerprint scanner by default. Few Reps provided irrelevant or unrelated solutions. Till I finally bumped into someone with product knowledge of their own product. Thank you Ben I requested Dell to expedite ship the replacement unit. However Dell advise that since the replacement is ordered through another business they are unable to track and expedite it. This, I cannot fathom. how an organisation cannot track an item that they manufacture and sell. I can understand that Tech or Support may not have access to some of the logistics systems. However, Dell is shipping this product and someone at Dell knows how to track this. I wasted my time and did most of the troubleshooting on my own where tech had been providing conflicting attempts/information to fix a DOA product. How does this logically and in fairness seen as an outcome/resolution? I received a faulty unit DOA and that's the least an organization of such a big size can do to turn an underwhelming experience to a positive customer service experience.
UPDATE=After completing troubleshooting, a DELL-Cares agent setup a system exchange
Hank Shrader
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December 13th, 2021 22:00
Any communication apart from personal or sensitive information eg. Service Tag or Serial should not be moderated and/or sent via personal inbox. It should be made public so others in similar situation can benefit from it and also shows transparency and accountability.