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Fingerprint and password/pin change not working

Christian Rossi 40 Reputation points
2026-05-25T15:16:51.9166667+00:00

Hello!

I tried to setup my fingerprint on my lenovo computer. The drivers are installed and shows no warning. But when I try to setup my fingerprint the popup goes blank after asking for my pin. Also I can't change my pin. Even after changing it the new one doesn't work. The old one still works.

Please give me a solution.

Sincerely,

Christian Rossi

Windows for home | Windows 11 | Devices and drivers

Answer accepted by question author

Sumit D - IA 171.1K Reputation points Independent Advisor
2026-05-25T16:45:33.6633333+00:00

Hi,

Please supply the following Information.

Right-click the Start button and Choose the Run option

Type in msinfo32

Press enter.

Take a screenshot of the System Summary window and post it in the next reply.

I look forward to your response and am eager to collaborate until we find a solution.

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Answer accepted by question author

AI answer

2026-05-25T15:17:17.4233333+00:00

Use the following steps to restore PIN and fingerprint sign-in.

  1. Fix the PIN first
  • Go to Settings > Accounts > Sign-in options.
  • Under PIN (Windows Hello) choose Change PIN.
  • Enter the current (old) PIN that still works, then set a new PIN.
  • If the new PIN still does not work, remove and recreate it:
    • In Sign-in options, remove the PIN.
    • Add a PIN again. This triggers a PIN reset and can restore PIN functionality.
  • If the PIN cannot be changed from within the session (for example, the verification window closes too quickly), try changing or resetting the PIN from the lock screen instead:
    • Lock the PC (press Windows key + L).
    • On the lock screen, select Sign-in options, then choose PIN and select I forgot my PIN or Change PIN and follow the prompts.
  1. Re-enroll the fingerprint Once the PIN is working correctly:
  • Open Settings > Accounts > Sign-in options.
  • Under Fingerprint recognition (Windows Hello):
    • Remove any existing fingerprint enrollment if present.
    • Select Add a finger and follow the instructions.
  • If fingerprint sign-in fails or the popup goes blank:
    • Sign in using PIN or password.
    • Go back to Sign-in options and re-register the fingerprints.
  1. Basic fingerprint troubleshooting
  • Ensure the fingerprint reader is clean and dry.
  • When re-enrolling, capture different angles of the finger.
  • Check for driver updates for the fingerprint device in Device Manager under Biometric devices and update if available.
  • Register more than one fingerprint so there is a backup.
  1. If biometric authentication still fails
  • In Settings > Sign-in options, remove the nonfunctioning fingerprint enrollment and re-enroll.
  • In Device Manager, under Biometric devices, uninstall the fingerprint sensor device and restart the PC so Windows reinstalls the driver.
  • If issues persist, restart the biometric service by removing the PIN, then using an elevated command prompt to restart the biometric service as described in the Windows Hello Enhanced Sign-in Security troubleshooting guidance.

If none of these steps resolve the issue, submit feedback using Feedback Hub so the problem can be investigated further.

References:

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  1. Sumit D - IA 171.1K Reputation points Independent Advisor
    2026-05-27T17:32:15.34+00:00

    Hi Christian,

    Do you mean you cannot login at all?

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