Hello Pete and Tina,

Let's have you reach out to our dedicated support queue for the DDP software and see if they can  WebEx with you to figure out what's going on.  They are available 24/7 at the following number \ extension.  877.459.7304 Ext. 4310039

Thanks!

Stephen

L4 Support

I fully uninstalled both the ControlVault w/ Fingerprint Sensor (Biometric) and the Dell ControlVault w/ Fingerprint Sensor (ControlVault) in Device Manager (Show Hidden Devices to see missing devices), rebooted, and then reran the upgrade.  I then ran the firmware upgrade to bring everything up-to-date.

I went into DDP to re-enroll my fingerprints and it is scanning properly but says "fingerprint already enrolled" but there aren't any fingerprints showing as enrolled.  So, how do I clear the ControlVault cache so DDP will enroll my fingerprints again (or at least think they are enrolled so I can use them to log in)?

Hi Pete!

We do have reset tools available for the ControlVault. Could you DM me the computer model that you are running so I may reply back with the current reset tools for that specific device?

Thanks!

Hello Dale I too have a similar problem, Could you please provide me with the reset tool for my PC as well.

I tried the reset in DDP and it appeared ineffective.  There was no reset tool in the ControlVault firmware or driver directories (as there was in the past).  I ended up trying the DDP reset and then -uninstalling- DDP and using Microsoft's Hello instead.  While less telling as what might already be in the fingerprint reader, I was able to register all fingers and thumbs such that Hello works every time.

Hi Dale,

i tried nearly everything to solve the silmilar problem for Latitude E7470. German Dell support now suggested to reinstall my OS (windows 7). So one more last try before reinstalling windows. Is there any reset tool for the ControlVault (model5834(?), FW 4.5.13.0, Driverversion 4.5.16.46) on Dell Latitude E7470?

Would be very lucky for an advice.

Thanks!

Tina

Hi Stephen,

i'm in Germany! :-(

So there's no official tool to clear fingerprints or reset the touch sensor to factory settings?

I tried ushdiag, but that doesn't work.

My problem began, when i had to remove laptop from domain and add it once again. My fault was not to remove my fingerprints from DDP|ST before. Now they are obviously saved somewhere "deeply" in my latitudes system.

Tina

I have a brand new E5570 with the same problem.  Laptop was renamed and fingerprints won't re-enroll as the old ones are still trapped in ControlVault hardware.  Reverted name, reinstalled DDP and drivers and everything, cleared TPM, pushed the useless clear button in DDP/ST, even rolled back Windows (actual hd image taken as it was being setup). ushdiag doesn't even work for me, just locks up the system when run from DOS.

Not sure how to direct msg on here. Can u post a link to a reset tool?  Seems several people here have the same issue.

Ian

Dell Data Protection tech support was able to provide a hardware reset tool. While this did clean out the reader it did not clean out latent data in Windows. The "This finger is already enrolled" error persisted after all sorts of heroics.  (Tech support was very good, btw. Thank you.)  I installed a fresh copy of Windows on a different SSD and was able to find a few places the system writes to while enrolling. The fresh install did work after all of the hardware resets, but I really didn’t want to re-do all my apps, etc.  While trying various reg keys and files, the final steps that worked were:  Uninstall DDP|ST and drivers.  Delete files within c:\windows\system32\WinBioDatabase\.  This is where I saw a .DAT file that was dated when I renamed the computer and a newer file dated today.  Reboot then reinstall drivers and DDP|ST. Worked perfectly.  Now there are two new .dat files in that folder so obviously one was stuck from before. Among the other steps tried: clear TPM. Reset fingerprint data in Control Panel/Biometrics. Dell app reinstalls. Driver uninstall/reinstalls.  Registry cleanouts. Rolled back windows via hard drive image to when I first built it, but apparently not back far enough.  Tried an install from a VM which forced a reader firmware update, but then DDP|ST won’t install as it didn't dectect Dell hardware.  That lead to trying a fresh Windows install and a bunch of process monitoring.  Hope this helps!

Moral of the story:  Don’t rename it and don’t join/leave a domain without flushing all enrollments first!

Hi tinmueller, were you able to contact our support team in germany to get the USH Reset tool? we do not have this online currently, but we are working on making it so. you can contact our queues internationally based on this KB article:

www.dell.com/.../