Biometrics (Windows Hello) working on Windows but will not work for Password Managers (Nordpass/Keeper/Roboform)

@glasskuter - Biometrics is activated on the PC and working. The issue occurs when attempting to enable biometric login as per the video at point 1:15 when on entering the master password I get the message 'Biometrics not recognised. Try again' this has been with Nordpass support for months now with no resolution.

DrMopp said:

I get the message 'Biometrics not recognised.

Click to expand...

IMO that would indicate biometrics is not allowed within your Nordpass settings. Even if fingerprint works for Windows login, NordPass requires its own permission toggle to "unlock" the vault. Have you tried using Hello pin with Nordpass? Does that work?

To use your fingerprint with NordPass (or any Password manager) you must manually link which Windows Hello credential you want to use (pin, face. fingerprint) within the app or browser extension settings. This has to be done on every device you use. If you use multiple browsers, it must be done for each browser extension.

If all the above is set up correctly, the only other suggestion I would know to try is
1. Make sure your Nordpass is fully updated.
2. Go into Nordpass settings and toggle off whatever setting controlls unlocking with windows hello
3. In Windows settings>accounts>passkeys delete any keys relating to Nordpass.
4. restart
5. Within Nordpass setting toggle back on the setting relating to "unlock with Windows hello"
6. Enter your Master Password when prompted to re-authorize the biometric link

Thanks for your reply. NordPass support have responded that from the logs they see Windows is rejecting Biometrics instantly. This seems odd since Windows Hello fingerprint sign in is working perfectly.
You say that you must 'manually link' the credential within the app settings - where/how is that done?

Perhaps I haven't explained the problem very well but it is after turning on the 'log in with Windows Hello' switch in NP settings and entering my NP master password that the error appears.

DrMopp said:

You say that you must 'manually link' the credential within the app settings - where/how is that done?

Click to expand...

First let me say I have no experience with Nordpass or any other PW manager other than Roboform. Roboform offers a desktop application where I can manage Roboform as well as in the browser extensions. That's the app I was referring to. I'm flying by the seat of my pants with NP.

As I asked in post 22, have you tested NP using Windows Hello Pin instead of fingerprint? Does Windows also reject that Windows Hello method?

Are you using any 3rd party AV software/firewall that could be interfering in some way?

@glasskuter - The NordPass browser extension is stand-alone i.e. although there is a desktop app it is not necessary to install it to install and use the browser extension. (and I haven't) . As for using the Windows PIN, NP specifically asks for the Master Password when setting the 'login with WIndows Hello' toggle ( I did try the PIN but it was rejected as invalid) So I have reset Edge settings and re-installed windows - same problem. Images attached show sequence of events.

Sorry then, I know of nothing else to suggest to try.

Understood, thanks for your time.

When you clean installed windows did you sign in using a microsoft account? What happens when you switch to a local account?


What browser are you using? Is windows hello turned on in the settings?

Chrome: open Chrome Settings, navigate to Autofill and passwords > Google Password Manager > Settings, and toggle on "Use Windows Hello when filling passwords

Browser is Edge but same behaviour in Chrome and Firefox. Just tested running in Administrator (obviously Local) account and got a new, different, and interesting result suggesting the fingerprint scanner I have is incompatible (see image)- (it's a Kensington Verimark)

1.) Check dell update / support assist / or their website and download the fingerprint reader driver again. Also, you could just not use the fingerprint and just test using a pin for windows hello which can just be a password.



2.) Also, try updating your bios.

3.) If you go into start, and search tpm and then click on security processor troubleshooting, are error messages there?

Thanks but the fingerprint reader works fine for Windows Hello, and I can login without issues, whether with fingerprint or PIN. I can live with using a PIN to unlock NordPass if I have to. BIOS is up to date and latest Verimark driver installed, will check for TPM errors & see if NP support have any suggestions re sensor compatibilty