Fingerprint Scanner doesn't Scan the Finger

I cannot set the fingerprint recognition for login.

This is a clean install on a new laptop. I reupdated the Goodix driver, as well as BIOS and some more drivers, all from the manufacturer (MSI) web site or Windows update. I set the BIOS for "recommended".

When I click on the "Get started" button, and then touch the fingerprint sensor, an error occurs:
Sorry, something went wrong.
Close Windows Hello, then try going through the setup again.

I repeat the operation a few times, and again on many other occasions, always getting the same resulting error.

Thank you for any help.

Neophile said:

clean install on a new laptop

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Welcome to the forum. I'm curious. May I ask why you clean installed on a new machine. Does the scanner show up in device manager under biometric devices. Are there any flags in dev. mgr?

Hi,

Yes for the two first questions. No flags for the third.

I am attaching the Device Manager events properties for the Fingerprinter and the Facial Recognition because I find strange the line saying "Device not started". Is there any wrong meaning?

Thank you.

Neophile said:

Is there any wrong meaning?

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There certainly is.
The fingerprint reader is tied to Windows Hello so this can be software or hardware related. You say this is a new laptop. Has the fingerprint reader EVER worked? It may well be defective.
To try to prove it's not a Windows problem but a hardware problem, here are all the things I would try.

Updating bios would have been my first suggestion but you've already done that.

1. Make sure all Windows Updates have been applied.

2. In device manager right click on the Goodix device and see if you can enable it. Click on "enable device".

3. Make sure biometrics service is started. Search services. Select Windows Biometric Service. Start the service if it is stopped. Restart the service otherwise.

4. run the hardware and devices troubleshooter.

1. Press the Windows logo + R keys to open the Run dialog box.
2. Type msdt.exe -id DeviceDiagnostic and press the Enter key.
3. In the Hardware and Devices window, click Next.
4. Wait for Windows to diagnose any issues with your computer. If any issues are detected, follow the on-screen instructions to apply the recommended fixes.
5. Restart the computer and try to sign-in to Windows using the fingerprint reader.

5. I know this is a clean install, but I would still make sure there is no corruption in Windows files. If it is in fact a defective reader, the manufacturer will want you to do that.
Open a command prompt as administrator and type sfc /scannow
Pay attention to the scan results to see if SFC found anything it could not repair.

6. Make sure it's not a problem with your user account. Create a new LOCAL account for testing to see if you can set up fingerprint.

To create new local account Settings>Accounts>Scroll down and click on Other Users.
Select add account>select I don't have this person's signin information
In user name box name the account. Next
The user appears in the account list.
Very Important- Make the new user an administrator. To the right of the new user name click down arrow. Select Change account type.
Click arrow to right of standard user and select Administrator.

Restart the computer. On signin page you will see 2 accounts. Login to newly created account. Attempt to set up your fingerprint.

If you can successfully set up a fingerprint in this new account, it proves hardware and drivers are good and biometrics is working. It would point to it being an issue with your old account. Stop here and report back so I can give further instructions on what to do next.

If you STILL can't use biometrics IMO it points to a problem with the fingerprint reader device itself.
I would contact the manufacturer.

If you have to return the laptop, make sure you reset it and remove everything beforehand.

Sorry to be late, I was out for quite a while.

The fingerprint reader never worked. BIOS was updated on the very day it was published.

1. The windows update has nothing in it, but the MSI Centre shows some.

2. The Device Manager, on the Goodix properties the Enable Device only shows on the same button named Disable Device. I tried disabling and reenabling without success.

3. It is automatic trigger, but not started yet. So I started it, tried the finger scanner – no change. Rebooted, tried again – no change. I am attaching three tabs pictures from the Services.

4. Sorry, I couldn't make msdt.exe -id. It keeps giving the same error: "An error occurred while loading the troubleshooter".

5. SFC found some errors and fixed them all.

6. I created another user on Computer Management (I believe to be the simplest way) and the fingerprint scanner worked. The problem now is that the account I have been using is the administrator's built-in account. Therefore, I must have one oh these two solutions:
Delete the admin account and replace it – there must be a way – or replace it in any way.

If I had started answering you from bottom of your useful reply, it would have saved a lot of time. The same to you with a very clear and well detailed tutorial. I hope I can solve the remaining issue.

Thank you very much.

Neophile said:

The fingerprint reader never worked.

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Neophile said:

The problem now is that the account I have been using is the administrator's built-in account

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You definitely DO NOT want to delete it. Since Windows works fine using Admin account we can't fix it's corruption using the fingerprint reader, but that's ok. That account is NOT meant to be your daily user but for troubleshooting so you can always use it with a password for that. Before I tell what to do next, could you tell me why you are using the built-in administrator account? When you got the laptop did you not go through setting up a user account? A new device always goes through out of box experience allowing the user to create an account.
Someone would have had to MANUALLY enable the built-in Admin user using cmd.

The next question is do you want to use the account you just created which is a local account? Or do you want to use a Microsoft account? I personally prefer using a local account myself as I do not sync my files to Onedrive.

Neophile said:

The fingerprint reader never worked. BIOS was updated on the very day it was published.

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If the fingerprint reader isn't working, its either a driver issue, or defective. Either way, I'm baffled why you (the OP) simply didn't return it when the issue was discovered

And Windows 11 definitely supports fingerprint readers as it's how I log into my laptop and have been logging in since I bought it in 2017 when it was running Windows 10, then 11, and now back to 10.

Dru2 said:

f the fingerprint reader isn't working, its either a driver issue, or defective. Either way, I'm baffled why you (the OP) simply didn't return it when the issue was discovered

Click to expand...

He proved there is not a problem with the fingerprint reader device/driver when he was able to use his fingerprint without issue using another account.

Dru2 said:

If the fingerprint reader isn't working, its either a driver issue, or defective. Either way, I'm baffled why you (the OP) simply didn't return it when the issue was discovered

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Sorry, you are baffed because you did not read what I wrote and because I bought this computer without an OS, because I had a Windows licence , so saving nearly $180.

Dru2 said:

didn't return it when the issue was discovered

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Neophile said:

because I bought this computer without an OS

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But you never told us that. Even so, any defective hardware of the build would have warrantied.
That answers my question you never answered of why you did a clean install on a new computer.

What about my questions in post #6. Do you need any further help in dealing with either the new account or concerning the administrator account?

I never considered the reason I clean installed Windows on a new computer could be of any importance. It was a fact.

glasskuter said:

He proved there is not a problem with the fingerprint reader device/driver when he was able to use his fingerprint without issue using another account.

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Can the issue be repaired? Because I want to use the built-in account as I always did since they exist. The OS works much more smoothly. Instead of creating another user I just enabled the existent. I was too tired to go into further explanations. The important thing is that I did just the same as you wanted.

I think I should start by trying to use msdt.exe -id as it failed with an error (your point 4).

Now, that I installed two security updates, I think both to Windows Defender, the key board after restarting is no longer backlit.

That's a very nice notebook you have.
Do another restart as it sometimes fixes an app that hasn't started.
Does MSI Center have any updates for the keyboard lighting ?
Is the BIOS updated to the latest (sorry if I missed it).
Do you have SteelSeries GG app that can also handle the lighting.

MSI Community


Intel driver & Support Assistant

Flashorn said:

That's a very nice notebook you have.
Do another restart as it sometimes fixes an app that hasn't started.
Does MSI Center have any updates for the keyboard lighting ?
Is the BIOS updated to the latest (sorry if I missed it).
Do you have SteelSeries GG app that can also handle the lighting.

Click to expand...

Thank you or your suggestions and links. SteelSeries GG downloaded know, but didn't install. I am going to look for the keyboard backlight.

Neophile said:

Thank you or your suggestions and links. SteelSeries GG downloaded know, but didn't install. I am going to look for the keyboard backlight.

Click to expand...

Your welcome.
I would recommend that you visit the MSI forums. Those guys / gals eat and sleep MSI notebooks. Very knowledgeable
people. I had a few questions myself not too long ago and Scannerman suggested I visit them. I was not disappointed
and thanked Scannerman for his suggestions so, I will also recommend you visit them.

glasskuter said:

He proved there is not a problem with the fingerprint reader device/driver when he was able to use his fingerprint without issue using another account.

Click to expand...

Ahh, OK, I missed that part. Thanks.

Neophile said:

clean installed Windows on a new computer could be of any importance

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Because we didn't know if you might have encountered a problem that led up to a clean install or if you might have clean installed because of this problem. The more info we know, the better answers we can give.

Neophile said:

Can the issue be repaired?

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I know of no way to repair a corrupted account as there's no way of knowing where the corruption lies. Maybe someone else does. There is a way to reset all biometrics which affects all accounts. I truly can not say if that would help in any way in the troublesome account though as there could be something else entirely in that account that is preventing Windows Hello from working.

glasskuter said:

Windows 10: Resetting the Windows Hello Biometrics | Dell US

Windows 10: Resetting the Windows Hello Biometrics | Dell US

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I follow that steps, but nothing changed. Thank you anyway, and if for any chance you bump into solution, please remember me.

Flashorn said:

Your welcome.
I would recommend that you visit the MSI forums. Those guys / gals eat and sleep MSI notebooks. Very knowledgeable
people. I had a few questions myself not too long ago and Scannerman suggested I visit them. I was not disappointed
and thanked Scannerman for his suggestions so, I will also recommend you visit them.

Click to expand...

I'll follow your suggestion, thank you. I have not yet added more than a handful of small files, but this MSI Laptop has already collected over 102 GB. It eats up disk space. Only SteelSeries GG was over 1 GB, but when programs are installed expand a lot, even without downloading the apps they recommend.
I couldn't find how to make the keyboard go back to its initial orange back light.

Neophile said:

I'll follow your suggestion, thank you. I have not yet added more than a handful of small files, but this MSI Laptop has already collected over 102 GB. It eats up disk space. Only SteelSeries GG was over 1 GB, but when programs are installed expand a lot, even without downloading the apps they recommend.
I couldn't find how to make the keyboard go back to its initial orange back light.

Click to expand...

OK, so , I'll have to ask what did you install from MSI as far as the apps are concerned?
Do you have MSI Center? and do you use it? Latest should be 2.0.21.0
Did you install Nahimic 3 or was it installed already?
You have installed SteelSeries GG . Yes, there are allot of options in that app and some you will
never use. Have you updated to the latest? Settings / About / Check for Updates.
Here is a link that might help you:


Here is my config in GG app.

I may have more questions but for now, pls answer the ones I have asked.

Flashorn said:

OK, so , I'll have to ask what did you install from MSI as far as the apps are concerned?
Do you have MSI Center? and do you use it? Latest should be 2.0.21.0
Did you install Nahimic 3 or was it installed already?
You have installed SteelSeries GG . Yes, there are allot of options in that app and some you will
never use. Have you updated to the latest? Settings / About / Check for Updates.
Here is a link that might help you:

Steelseries Engine Guide - How To Use

Steelseries Engine is the software that powers the customization, tuning and settings of all modern Steelseries hardware.

thegamingsetup.com

Here is my config in GG app.

I may have more questions but for now, pls answer the ones I have asked.

Click to expand...

I didn't install many apps, not to overcrowd the disk. SteelSeries GG has some nice utilities, but MSI are abusing with so much pub that instead of a few links to their sites. It is the latest version.

I never had Nahimic. It seems to be very interesting. I don't know if it is in my computer. It seems crazy, but it is new and I don't have any search yet, I have spent nearly all the time copping with issues. As I said, the notebook is nearly empty occupied by the OS and MSI stuff. I'm old with computers, but never had UEFI or MSI.

That link seems to be very useful , but I look it up tomorrow because now I need to sleep. The same goes to your attachments, I just sow you use the same Aurora that I picked, but I don't know how to put back the original orange light or find other fixed ones, except the one on SteelSeries, because always changing doesn't help typing.

Please Read Carefully before downloading'
I would still suggest strongly that you visit the MSI forums.

OK, so I have to ask. How did you get this notebook without a OS and the MSI apps installed.
You seem to have quite a few programs missing and also, have you verified the download page
on MSI site to see if you need to update the BIOS. From that page, you can see which programs
you Might need. BIOS is usually the first to be updated as it might contain updates to the main
components like the motherboard or stability of the notebook.
Downloads can be done with Firefox even though it asks for Edge or Chrome.

Also, is the notebook an English version or other language. It will make a difference when downloading
drivers.


The MSI Forums: Register like here and scroll down pass the Pink portion of the Gaming Notebook page.
I know it's a creator but, it will be encompassed in the Gaming notebook's page.


As for the other drivers on your notebook:

GeForce nVidia Drivers. Choose from this page. As I asked, if it's not a supported language on that page
(scroll down to last question and choose from there).


Intel Drivers: Install the Intel & Driver Support Assistant . When installing this "Little" app
be aware that a browser Window will open. It will update from that window. Verify that on
your Taskbar, there will be another app that you do not recognize. Simply click on the app
to have it come to the fore grown (on top of the browser window) and simply click on the
Install button. It will ask also to accept the license and from there will assess the drivers that
need to be updated.


Nahimic 3 is the Sound Enhancer for MSI. In the GG app there will also be one Sonar but, best
to use this one.