XPS 15 9500, fingerprint reader not working

Question

My fingerprint reader randomly stopped working. I went into device manager and it's hidden (greyed out) and apparently now no longer connected despite my computer not having so much as moved over the last couple days. Any suggestions on how to fix this?

DELL-Federico · Answer

jmcmum,

We're deeply sorry about any issues that you might have encountered with your XPS system.

Any recent hardware or software upgrades performed? When was the last time the fingerprint reader was working fine?

Would be possible to manually install these drivers and retest:

Goodix Fingerprint Sensor Driver

and

Intel HID Event Filter Driver

If the issue persist even after trying these drivers, please proceed with a manual Bios reflash and let us know how it goes:

System BIOS

Looking forward to your response,

DELL-Cares · Answer

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.

MR.Que · Answer

Hi there,

I've also experienced this as well. over 5-10 days ago when I would log into my computer and it would only give me two options! Either Password or Microsoft Account password.

Frustrated with this as my laptop has not moved from my desk, doesn't have long overhauled sessions of intensive work, and never dropped.

7:52 pm - I've just got off the phone with a service technician with remote access who tried to help me out, checked the BIOS and it was already updated. Went also through uninstalling goodix > restarting the computer > logging onto the computer > downloading driver for goodix > restarting the computer and surprisingly the option came up in Sign-in Options and the Windows Hello Fingerprint option was there. Went to try and get my fingerprint registered, then a new window loaded and said that my fingerprint reader was disconnected please reconnect?

They are going to call me back with a senior technician, but it's just a little odd.. This is my second 9500, the first one was riddled with problems, odd keyboard, flex in the trackpad, backlight bleed, chipped and damaged. The second one has slight flex in the trackpad but that's it. This is starting to become a regret buy after all the problems I've already dealt with and now something as simple as a fingerprint reader isn't working..

Disappointed. Only thing that is surprising is that the service technician consultants have always been very pleasant. But design flaw in these 9500s seem to be the gift that keeps on giving. I have an appointment with the same technician tomorrow. So hoping for better results

@jmcmum

ncinpa · Answer

Pretty sure this isn't going to help anyone.  But I've had my Dell XPS 15 9500 for a couple of weeks and the fingerprint reader has stopped working a couple of times.  When I try to fix it via the settings feature, I get the message already posted about it not being installed.  Then I remember, the last time this happened, I just restarted the computer and it came back.  The fingerprint reader worked fine and continued to work fine for a while.  But nothing else worked, except restarting the computer.  Not a fix, but will buy you a little more time for Dell to come up with a permanent solution.

whittamps · Answer

This continues to be an issue beyond the first restart after reinstalling the drivers.  Works the first time and then gone again.  I have the most recent BIOS.  Sigh...seems like a lot of folks have the issue but Dell does not have the permanent solution.  Has anyone worked this out permanently

alancharman · Answer

Did this ever get resolved? This issue seems to be occurring on my machine after a recent BIOS update. I have uninstalled and reinstalled the drivers and restarting the machine gets the scanner temporarily working but after a while, as described above, it just greys out in device manager.

DELL-Chris M · Answer

Rolling back the BIOS to 1.8.1 seemed to fix the issue for some users.

XPS

XPS 15 9500, fingerprint reader not working

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