Unsolved
1 Rookie
•
44 Posts
0
824
August 23rd, 2022 12:00
Vostro 5502, Goodix Fingerprint Sensor driver, keeps going bad
I have 1 user (out of 15) whos laptop keeps experiencing a strange error. For the last week or so, whenever they get back from lunch, they cannot use their Fingerprint to unlock their machine as usual. It's a Vostro 5502 running Windows 10. There are a bunch of errors in the event viewer including tons of DCOM errors for an APPID that is related to thumbnails. I've investigated this on another machine and the conclusion was that it can be ignored. There are other errors, some critical like this:
The device Goodix fingerprint (location Port_#0005.Hub_#0002) is offline due to a user-mode driver crash. Windows will attempt to restart the device 5 more times. Please contact the device manufacturer for more information about this problem.
and
A problem has occurred with one or more user-mode drivers and the hosting process has been terminated. This may temporarily interrupt your ability to access the devices.
I downloaded the latest driver package from Dell and run the installer, but for about a week now, every day, it happens again. I also ran SupportAssist and updated all drivers and ran hardware scan. Scan didn't reveal any issues.
Any other ideas?
We are using D3100 DisplayLink docking stations with dual monitors, but I also replaced this users D3100 with a brand new one and the issue persists.
jalopeno
1 Rookie
•
44 Posts
0
August 31st, 2022 06:00
Just wanted to update: this is still happening and the driver is definitely getting corrupted by something. We have 10 other machines with the exact same setup/config that are currently not experiencing any issues.
DELL-Chris M
Community Manager
•
56.9K Posts
0
September 12th, 2022 02:00
You should remove the D3100 dock and external monitors and test just the Vostro 5502 to see if the user can replicate the issue. Since it is only 1 user out of 15, then the fault could be with that 1 user operating system build. Reset the operating system to factory and retest.
jalopeno
1 Rookie
•
44 Posts
0
September 12th, 2022 06:00
The user can't go 5 hours without monitors waiting for some mystery error to appear. I swapped out the dock with the exact same, brand-new model and the issue persists which eliminates the dock as the issue anyway.