Windows 10: How is it right to ask for PIN all of a sudden after using fingerprint for past 5 months to...

Hi Microsoft support team,I have been using your products for more than 90% of my life that I lived till now. Never have I ever encountered an issue. I have purchased a Dell Inspiron Laptop in November 2021, set up the windows with PIN, password and fingerprint. It has been over 5 months and I used to login with my fingerprint, the most convenient way, saving effort and time. But all of a sudden, it is asking me to enter PIN without which it won't proceed forward. Can you tell me how it is logical and mindful to ask for PIN after 5 months of using fingerprint as a login method? Besid

:)

 

Windows Hello - PIN and Fingerprint not working anymore

First, this is similar with
this question, but that thread is locked with no solution.

After some months of fingerprint login working fine, after some update few months ago fingerprint stopped working, error message like "windows hello encountered a problem and stopped working".

- noticed that PIN is not set up anymore

- tried to set up PIN or fingerprint - not working (fingerprint sensor was not even recognized by Hello, even though Dell tools verification was ok).

- reinstalled fingerprint sensor driver, managed to determine Hello to find sensor and allowed to set up fingerprint until near the end when it requested for a PIN to be setup. asked for my password but the next screen (to enter PIN twice) never appears

- deleted Ngc folder, recreated, managed to set up PIN individually

- when I try to set up fingerprint click on Get Started, asks for PIN, and after I enter the PIN the popup disappear but does't go to the next step with sensor, stays there with only the Cancel button visible.

To answer obvious questions:

- windows updates done. no change

- new account created and tried to set up. same issues with fingerprint setup, at the end not setting up PIN or I set up PIN separately on fingerprint start does not go further than entering PIN after Get Started.

 

windows 10 fingerprint and PIN setup not working

I have the same problem. The fingerprint reader in my Dell XPS15 laptop was working fine until today, when Windows updates occurred (I now have Windows 10 build 1703).

The fingerprint reader stopped working. In an attempt to resolve this issue, I decided to re-do the "Fingerprint" set up, but this does not work. There are 2 cases:

1) If I remove my PIN, I am then able to perform "Fingerprint setup", but at the end of this process it asks me to add a PIN, but this 'Add' does not work, and I am left without a PIN and without a configured fingerprint.

2) If I add a PIN first, this works, but if I then try to do "Fingerprint setup", I am taken to a "Windows Hello setup" dialog box. I click "Get started" and I am prompted for my PIN in the "Windows Security" dialog box. I enter the correct PIN, the laptop
makes a little noise, after which I am left with the "Windows Hello setup" dialog box with just a "Cancel" button.

If this is due to a corrupted user account (as suggested above) then this must have been caused by the Windows Update. Whatever the underlying cause, it is definitely the Windows Update that is responsible for the sudden fingerprint reader failure.

 

windows 10 fingerprint and PIN setup not working

I had exactly the same symptoms. Raised a call with Dell who took me through trying the above process a number of times.

Following the same issue they asked me to upgrade the BIOS as there should be a TPM sub menu under the security menu in the BIOS. The BIOS upgrade to 1.5.0 didn't work and they asked me to downgrade the BIOS to 1.3.0 which resulted in the TPM module still
missing.

They said they needed to replace my motherboard and palmrest on my 9560. I was a bit sceptical as I assumed this issue was caused by a windows update (this had worked fine for 5 months).

Had my motherboard and palm rest replaced today and all working fine now and the TPM module is available in the BIOS.

Not sure how or why but this works...hopefully your laptop is still in warranty so worth giving dell a call.