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purplenate26
2 Bronze

XPS 15 9560 fingerprint sensor and Windows Hello no longer work

When I try to logon; Windows looks like the fingerprint Windows Hello works but it doesn't.  It ask for my pin which doesn't work either.  Only my password works.  I used to be able to use my finger for everything.  Now I can't.  It recognizes my finger but just won't logon.  If I try a different finger it says wrong finger.

Dell XPS 9560

Windows 10 Pro

All updates applied.

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35 Replies
Moderator
Moderator

RE: XPS 15 9560 fingerprint sensor and Windows Hello no longer work

purplenate26,

Go into Windows and delete the fingerprint and then set it up again. Sometimes when updates are installed for Windows 10 it seems to corrupt the fingerprint login. 


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purplenate26
2 Bronze

RE: XPS 15 9560 fingerprint sensor and Windows Hello no longer work

DELL-Jesse L

I did what you asked of me.  I deleted my finger and re-added my original finger.  When I tried to open task manager it says finger not recognized.  So I deleted finger and added a new finger and this time it worked.  I really like this Hello, but it seems flaky.

Any time frame as to when Dell will get this fixed?

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mspiraino
1 Copper

RE: XPS 15 9560 fingerprint sensor and Windows Hello no longer work

I am having the same problem.  But I don't understand what it means to "go into Windows and delete the fingerprint."  Where do I find it?

purplenate26
2 Bronze

RE: XPS 15 9560 fingerprint sensor and Windows Hello no longer work

 See screenshot.

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Namzaj
1 Copper

RE: XPS 15 9560 fingerprint sensor and Windows Hello no longer work

I'm having the same problem, can't get fingerprint to work, can't get PIN to work, can't get Hello to work (not even an option visible)

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twotonetommy
1 Nickel

RE: XPS 15 9560 fingerprint sensor and Windows Hello no longer work

I have the same issue on my Dell XPS 15 9560.  I have reinstalled biometric driver plus the other suggestions mentioned above.  No success.

I can go through the process of setting it up but after I authenticate with my password, it closes the window and the setup is lost.  I then robooted to make sure it wasn't a windows reboot thing, and it still was not saved.

Saltgrass
4 Ruthenium

RE: XPS 15 9560 fingerprint sensor and Windows Hello no longer work

I just set my 9365 up with the fingerprint sign-in which worked normally on the second reboot.  I put my finger on the spot before it got to the log on screen since it is hard to see the little square to place the finger,

This was after the new build, if it matters.

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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PhilipMoritz
1 Nickel

RE: XPS 15 9560 fingerprint sensor and Windows Hello no longer work

I can set PIN and when I try to add my finger it ask me for the PIN. So far so good.

But when i click "Get Started" i get the just the window below and hear a sound something like disconnecting an USB Drive.

Windows Creators Update 1709

Finger Printer Driver - 5.1.3223.26

Hopefully someone have an idea what to do.

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Saltgrass
4 Ruthenium

RE: XPS 15 9560 fingerprint sensor and Windows Hello no longer work

But when i click "Get Started" i get the just the window below and hear a sound something like disconnecting an USB Drive.

Your system is telling you an Administrator is needed.  Have you verified your system so you can sync your files?  Are you the administrative user?

If you try to turn on the sync option, does it allow you to so without a Verify link being present?

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XPS 2720, Inspiron 17 7779, Inspiron 15 7567, XPS 13 9365, Inspiron 1545, TB16 Dock

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