question

gmatj-5996 avatar image
0 Votes"
gmatj-5996 asked CandyLuo-MSFT commented

LENOVO P50 - Nothing happens when I click SETUP FINGERPRINT in Sign-in Options

Hello everybody

I have a Lenovo P50 laptop (i7-6820HQ , 16GB, FPR sensor).

In Hello setup I created PIN and then I tried to create fingerprint. (Accounts / Sign-in Options)

When I click "Set up" button below fingerprint (which is enabled-not grayed out) nothing happens.


For your reference :

a) Synaptics driver installed correctly and updated to latest version - Lenovo Diagnostics reports working fine.

b) There is no green light in the FPR sensor at any time

c) System Updates are up to date from both Lenovo and Microsoft

d) have also run System File Checker tool and DISM to check for system file corruption with no problems found.


I have tried many so called fixes as :

a) remove PIN and create a new one - Fingerprint setup still did not work - Click "Set up" button on fingerprint -> nothing happens.

b) Create new user account (both options administrator and normal user) - The problem persisted -Click "Set up" button on fingerprint -> nothing happens

c) Have run Troubleshooter on Hardware and devices on the control panel- Report everything Ok - could not find any problems.

d) Reset fingerprint sensor data from BIOS - Well it did not solve the problem still Click "Set up" button on fingerprint -> nothing happens

e) Also in Group Policy editor made sure that in COmputer configuration->Adminidtrative Templates->Windows Components->Biometrics Allow use of Biometrics is allowed / enabled for both local and domain users

f) TPM (trusted platform module) reset - No luck

g) Have delete all data from Ngc - No Luck

h) deleted biometrics data in C:\Windows\System32\WinBioDatabase - No Luck


My wild guess is that there must be software related issue.


My sincere thanks go in advance to everybody who will take the time and effort to read and propose a solution


George

windows-10-network
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

DSPatrick avatar image
0 Votes"
DSPatrick answered

My wild guess is that there must be software related issue.

That's possible, I'd check the lenovo site for updated firmware and drivers for your laptop. If no joy then the vendor will be your best resource to trouble shoot hardware issues. Also try asking for help in there forums.
https://forums.lenovo.com/t5/English-Community/ct-p/Community-EN

--please don't forget to upvote and Accept as answer if the reply is helpful--




5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

CandyLuo-MSFT avatar image
0 Votes"
CandyLuo-MSFT answered

Hi,

You can first do a clean boot then see if Fingerprint setup can work. This can narrow down whether the issue is related with third-party software. If it still doesn't work, as Dave said, you may contact the vendor to do further troubleshooting.

Best Regards,
Candy


If the Answer is helpful, please click "Accept Answer" and upvote it.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.



5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

DSPatrick avatar image
0 Votes"
DSPatrick answered

Just checking if there's any progress or updates?

--please don't forget to upvote and Accept as answer if the reply is helpful--


5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

gmatj-7137 avatar image
0 Votes"
gmatj-7137 answered gmatj-7137 commented

Hello Patrick
Laptop runs all latest updates with regards to firmware and drivers from Lenovo.
OS is windows 10 pro-64, on version 21H1 (OS Build 19043.1023)
Lenovo diagnostics test of fingerprint sensor report Ok

Clean boot did not help

Further I installed a fresh copy of Windows on a spare SSD, and everything works fine - Reverting back and installing my working SSD - all Hello and fingerprint problems are back.

WIndows has gone bananas

Thanks again everybody for the time and effort to help

G.

Desperation !!!!

· 2
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Thanks for your efforts you have put into this case. If there is anything else we can do for you, please feel free to post in the forum.

0 Votes 0 ·

I only would ask if you have any other idea please say it so I can try it !!!

0 Votes 0 ·
gmatj-7137 avatar image
0 Votes"
gmatj-7137 answered gmatj-7137 edited

Any more suggestions from a Microsoft expert or employee ????

(Or I should assume that I am out of luck !!!!!)

5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

DSPatrick avatar image
0 Votes"
DSPatrick answered gmatj-7137 commented

The vendor will be your best resource to trouble shoot problems with the hardware. If you needed to reach microsoft you can contact them here.
https://support.microsoft.com/contactus

--please don't forget to upvote and Accept as answer if the reply is helpful--




· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Thanks for the reply and the suggestion.

However I strongly believe that this is not a problem concerning the vendor-
It has to do with the Software (Windows 10) and specifically to "Hello" section -
( I am in IT professional running my business since 1984 - MSSolution provider)
Anyway thanks
George

P.S.

0 Votes 0 ·
DSPatrick avatar image
1 Vote"
DSPatrick answered

Sounds good. You can report this via the feedback hub.
https://support.microsoft.com/en-us/windows/send-feedback-to-microsoft-with-the-feedback-hub-app-f59187f8-8739-22d6-ba93-f66612949332

but also note the burden of windows hardware / software certification is on the vendor to do, not the other way around.
https://docs.microsoft.com/en-us/windows-hardware/design/compatibility/whcp-certification-process

--please don't forget to upvote and Accept as answer if the reply is helpful--



5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

gmatj-7137 avatar image
0 Votes"
gmatj-7137 answered

Hi
One more clue !!
Can not sign in to the feedback hub !!
Same thing happens - i.e.
Press the Sign-in button ->nothing happens (again it seems that a windows tries to open and closes immediately.
Does that ring a bell ?

5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

DSPatrick avatar image
0 Votes"
DSPatrick answered gmatj-7137 commented

Can not sign in to the feedback hub !!

Seems to be working here.

--please don't forget to upvote and Accept as answer if the reply is helpful--







· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

This is exactly what I mean.
Fingerprints work "there" I bet.

Trying to sign-in and fingerprint setup do not work here with exactly the same response - Click on the relevant button -Nothing happens in both cases. User account problems maybe ?


0 Votes 0 ·
DSPatrick avatar image
0 Votes"
DSPatrick answered CandyLuo-MSFT commented

I'd get in touch with the vendor for help with the hardware.

--please don't forget to upvote and Accept as answer if the reply is helpful--





· 6
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Well Hardware tested - All Ok.

I strongly believe that the problem must be with windows Hello or user account -
What problem exactly> I am out of ideas....


You further help would be very very much appreciated

0 Votes 0 ·

Have you tried to create a new user account and login with that user account? Check if the issue still occur.

0 Votes 0 ·

Yes I have done that - same negative result

0 Votes 0 ·
Show more comments