Windows 10: Windows Hello Fingerprint / Finger not verified message / That fingerprint has already been...

Dell Latitude E5430

System Type 64-bit OS. x64-based processor

Windows 10 Pro

Version 1909

OS build 18363.752

Biometric Device fingerprint reader Authen Tec Inc. AES2810


A few years ago after updating from Windows 7 to Windows 10, my fingerprint reader stopped working. I tried several things but I wasn't able to make it work and I just used the PIN to sign in.


I also have a Dell Latitude E5530 whose fingerprint reader too stopped working after the update. The reader for the E5530 it's the same model that the one on the E5430.

System type / OS on the E5530 it's the same as in the E5430.


A few weeks ago I had to wipe out the E5530 because its performance was very poor. After reinstalling Windows, MS office, etc. I realized the fingerprint option for Windows Hello started working perfectly.


Then I went back to my E5430 and tried to sign-in with my fingerprint, but it didn't work.


The issue is the following.

I use my Microsoft account to sign-in in my devices and I sync my setting among my devices.


When I try to sign in with my fingerprint on the E5430 I get the following message.

"Finger not verified"


I log in with my PIN and go to Settings/Sign-in options/Windows Hello Fingerprint/Add another/Get Started/


When I try to add the finger that I had already added I get this message

"That fingerprint has already been set up on this account. Try a different finger."

Therefore the fingerprint reader works and the information is there, the problem is that when trying to sign-in something is not working and it's not getting the information for verification purposes.


This was always the issue since updating from Windows 7 to 10.


I tried the following.


- Removing the fingerprints and adding them


- Erasing all contents on the folderC:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc

On this, I couldn't erase the contents the first time because of security restrictions although my user has admin right. Then, I had to move all the contents out of the folder and then the folder got empty. Then when I sing in after this I had to create a PIN.

I was able to erase the contents several times afterward. Then, every time I erased the folder contents, I had to create a PIN when signing in with my Microsoft account password.


- Updating the fingerprint reader's driver, which I got from Dell at

https://www.dell.com/support/home/u...dfdj9&oscode=wt64a&productcode=latitude-e5430


- Copying the drivers from the E5530, where it's working, to the E5430.


- Removing the fingerprint reader and reinstalling it again


- I created a local account and I set up the fingerprints on the local account, but I got the same issue.

At sign-in I get the message "Finger not verified" although when I try to add that fingerprint I get "That fingerprint has already been set up on this account. Try a different finger."

- I run a Full Diagnostic Test at
https://www.dell.com/support/home/us/en/04/product-support
All systems and hardware, including the fingerprint reader, passed.


I hope wiping out the computer is not the only solution.

Thanks,

:)

 

Windows Hello Fingerprint issue

Hi Rajesh,



Thank you for writing to Microsoft Community Forums.



We understand that you are unable to use Windows Hello Fingerprint to sign in to Windows. It would be great if you can reply with the details requested below:

• When you say, “I am not getting the option to log-in into windows using fingerprint.” What login options do you see on the login screen?
  
• What happens when you try to use the Windows Hello Fingerprint scanner to login to Windows?
  
• Were you able to use the Windows Hello Fingerprint to login to Windows earlier?
  

Ideally, on the login screen, you will see Sign-in options that allows you to use different sign-in methods to login to Windows.



As you have mentioned that you are able to use the Fingerprint scanner on websites, I would suggest you to refer the steps mentioned below and see if that helps:

1. On the login screen, click on Sign-in options.
   
2. Click on the Fingerprint icon, scan the Fingerprint, and see if you are able to sign in.
   

Refer the screenshot below:









If the issue persists, try removing the Fingerprint and add it again. Refer the steps mentioned below:

1. Press Windows key + I, to open
   Settings.
   
2. Click on Accounts and click on
   Sign-in options on the left pane.
   
3. Now, click on Windows Hello Fingerprint and click on
   Remove.
   
4. Follow the on-screen instructions to remove the Fingerprint.
   
5. Once done, click on Set up and follow the on-screen instructions to add the Fingerprint.
   

Let us know how it goes.



Regards,

Nikhar Khare

Microsoft Community - Moderator

 

Windows Hello Fingerprint not working

This is still not working after doing all those steps, please help after the Windows update it stopped working and it says the following : we couldn't find a fingerprint scanner compatible with windows hello fingerprint.

After taking all the steps you suggested on here it says i have the latest update.

 

Windows Hello Fingerprint issue

Hi Nikhar,

Thanks for the reply.

Yesterday I had a chat discussion with one of the Microsoft tech agents. After much troubleshooting and hit and try, some issues got fixed.

I use HP Client Security for fingerprint login. There I also created 'spare key' which was preventing Windows to show fingerprint login option. When I removed spare key option, I got back the fingerprint login option for me.

Thanks & regards,

Rajesh Pathak