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yannara avatar image
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yannara asked yannara answered

Sorry, something went wrong on Windows Hello for Business Fingerprint

I have random problems on older laptops, where Fingerprint driver is recognized, but when trying to enroll the finger, it displays me "Sorry, something went wrong...". I have 2 similar laptops with exact same fingerprint driver, one accepts fingerprint, another one does not. I remember I had no problems with it in 1909 and 20H2 builds, but I now see this with 21H1.

windows-10-securitymem-intune-device-configurationsmem-intune-enrollment
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yannara avatar image
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yannara answered

Finally got it on all laptops!

  1. Check and remove if any fingerprints are left in Sign in option.

  2. Go to Device manager and uninstall device. Click the suboption to uninstall device from this system.

  3. Reboot the machine

  4. Go back to sign in options and re-enroll the finger. If it fails, repeat the entire procedure again with rebooting.

I think this driver is partly faulty I have here, but I have no chance to use another one. I tried to cheat newer driver to accept this device by adding my hardware id into .inf file, but it didn't workout.



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LuDaiMSFT-0289 avatar image
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LuDaiMSFT-0289 answered LuDaiMSFT-0289 commented

@yannara Thanks for posting in our Q&A. From your description, I know that windows Hello for Business Fingerprint doesn't work in windows 10 21H1, but it works in other versions such as 1909 and 20H2 builds. If there is anything misunderstanding, please correct me.

To clarify this issue, we appreciate your help to try to manually set the fingerprint in a windows 10 21H1 device that not enrolled in intune and check if it works.

If there is anything update, feel free to let us know.


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Ahh okay, so this is a known problem in 21H1? Will there be a fix for that and in what time schedule? Thanks!

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@LuDaiMSFT-0289 since this behavior is random, it would be very time consuming to test this manually, because it might work. Any other ideas?

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@yannara With the limitation resource, it is difficult to make sure if it is a known issue, because this issue is not only related to intune, but also related to windows itself.

Given this situation, it is suggested to open an online ticket to double confirm and feedback this issue more quickly. It is free. Here is the online support link and hope it helpful.
https://docs.microsoft.com/en-us/mem/intune/fundamentals/get-support

At the same time, I will also feedback this issue.

Thanks for understanding.

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yannara avatar image yannara LuDaiMSFT-0289 ·

@LuDaiMSFT-0289 sure, I will try to find 20H2 media and install the problematic unit with this and enroll it into Intune. I am pretty sure it is about the build itself.

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yannara answered yannara commented

@LuDaiMSFT-0289 I just want to confirm that I did a test on 20H2 and the problem is the same, so it is not about the build itself. The device and driver we are talking about here is this:

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USB\VID_138A&PID_003D


image.png (53.7 KiB)
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@yannara Thanks for the update.

Based on your test result, the different version devices that have the same driver occurs the same problem. Did the devices that can use Windows Hello for Business Fingerprint successfully have the same driver or another one?

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yannara avatar image yannara LuDaiMSFT-0289 ·

This problem occurs only on spesific HP Elitebook family with exactly same driver. Some of computers are okay, some are not.

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yannara avatar image
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yannara answered yannara edited

This is weird, but because these devices are quite old, I guess I can treat this as a solution. Not every finger can be enrolled, so basically when I get "something gets wrong", I try another finger, I might pass or not, if not then another finger and finally some finger gets accepted. It might be hardware problem with reader or something. Eventually, I managed to enroll all devices with "SOME" finger, but my indexing finger is not good :D

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@yannara Hahaha, I never thought it would be such an interesting phenomenon. I think your method is worth trying for someone with the same problem.

Thanks for your time to test and feedback. :D

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yannara answered

I un-accepted my previous answer, because I came up again with the same problem, where machines were re-installed and users changed, and I noticed, that even the second or third finger is applied, it will fail to accept it during logon. So, this happends on Windows 10 21H1 Intune cloud-only managed.

I took this HP Elitebook 2107p and installed it with my SCCM, using on-prem setup and Windows 10 1909 build. Fingerprint works like a charm, with a first finger! In my onprem lab, the driver for Fingerprint is Synaptics FP Sensors 4.5.307.0. In a cloud setup, it is newer. In a cloud, drivers comes from MS Catalog.

I can next do the test by servicing 1909 to 21H1 via SCCM and see what happends.

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