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September 8th, 2023 13:23

Windows Hello Fingerprint error message

I have a two year old Dell Inspiron 5515 with  Windows 11 Home 64bit. Upon a recent reset, where I cleaned the drive, Windows Hello fingerprint no longer works; although the Power button is fine. I've gone through Device Manager to Biometric devices, and the latest driver for Goodix Moc Fingerprint is installed. However, when I go to register my print, after the initial touch, I get an error message:

"Sorry, something went wrong. Close Windows Hello, and then try going through the setup again."

I've tried searching Google for solutions, but I haven't come upon one that works as of yet. For reference, the power management tab is missing when I go to the sensor's properties, and I don't have the option to roll back the driver. I've also tried going through Dell's site for the relevant driver, to no avail. I've run the hardware test through SupportAssist, and it came back fine. I've even tried going through regedit to try and get the power management tab back, although I'm not sure I did that right. The last resort was to order an official Windows 11 flash drive with license, in case of corrupted files with my local install. 

As of right now, I have to either enter my PIN, password or Google passkey through my phone to sign in to accounts. Is there any way for me to get the scanner working again? If so, I'd appreciate if someone could help me out with a detailed, step by step solution. Thanks in advance for the feedback. 

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September 8th, 2023 21:24

I was not sure from your post if you found and tried this driver at the support site.

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September 9th, 2023 12:32

@JOcean​ Yes, that's the one. Although I find it odd that it's not more specific in its naming. Either way, it doesn't work.

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