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Fingerprint on Surface laptop not working

Anonymous
2022-06-12T15:55:54+00:00

Hey guys,

I have recently gotten a surface laptop and the fingerprint for windows hello isn't working. It keeps saying it's 'not available'. I haven't tried the device manager but I'm willing to with deep instructions as I'm not so tech savvy. It will work on and off but not here recently. I have the sandstone surface laptop if this helps... I have also updated windows to the latest version not sure if that has anything to do with it. Please help!! I'd love to not have to put in my pin every time I go to use this laptop

***Moved to Surface (of which the specific type of the Surface laptop is not assured)***

Surface | Surface Laptop | Safety and security

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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  1. Anonymous
    2022-06-17T14:03:46+00:00

    Hi Lauren Lackey,

    We still have not received any response from you since our last follow up message. Please do not hesitate to create a new thread for further concerns. We hope that the issue you reported to us has been resolved. We personally understand that finding time to work on this matter can be a little difficult to manage.  Thus, we would like to let you know how much we appreciate your patience and most importantly the time you've dedicated to getting a resolution for this issue of yours.

    Thank you for spending time here in the Community.

    Kind regards,

    Marrion

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  2. Anonymous
    2022-06-13T17:04:12+00:00

    Hi Lauren Lackey,

    Thank you for reaching Microsoft Community. I'm sorry to hear about the fingerprint issue that you are having on your Surface.

    Please confirm first which Surface Laptop model do you have? You may enter the serial number here to confirm: Check Warranty Page - ROBO SelfServe Portal (surface.com).

    Just to make sure that I get the correct picture of the concern: the issue only occurs intermittently and there are times that the fingerprint scanner works fine, correct?

    When you go to Windows Settings > Accounts > Sign-in options when the issue occurs, is there any error message displayed under Windows Hello Fingerprint option? If yes, please share the message.

    For now, kindly run these steps first on your Surface then observe if still the issue persist:

    1: Run Surface Diagnostic Toolkit

    See: Fix common Surface problems using the Surface Diagnostic Toolkit (microsoft.com)

    2: Check for Windows Update

    Go to Windows Settings > Update & Security and select Check for updates

    Make sure all updates need are installed including Optional updates

    3: Run System File Checker Tool

    See: Using System File Checker in Windows (microsoft.com)

    Kindly check also and confirm in Device Manager, under Biometric devices if Fingerprint Sensor is installed.

    Kind regards,

    Marrion

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  3. Anonymous
    2022-06-15T14:39:01+00:00

    Hi Lauren Lackey,

    We have noticed that you haven’t replied to our first response yet. We would like to know if you still need some assistance on the concern raised. If yes, please reply back for us to further assist you.

    Hope to hear from you.

    Kind regards,

    Marrion

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