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Fingerprint scanner not working

Anonymous
2024-10-10T09:25:48+00:00

I have a Surface Laptop Go 2 and recently the fingerprint scanner hasn't been working (sorry I didn't know which topic to put this under)

It doesn't light up anymore when I try to sign in and doesn't recognise when I'm trying to use it (it doesn't light up when I press sign in using fingerprint)

I have tried a few methods suggested online to fix this:

  • Go to device manager and disable the device, then enable again and restart the laptop
  • Shut down completely
  • Install the older version of the fingerprint scanner on device manager
  • After doing the previous way I also tried re-installing the new version
  • Update the laptop

However none of these methods have worked. I also tried setting up another finger but when I click on this in settings, it just goes blank and the scanner doesn't light up (picture shown)

I hope this explanation makes sense and I appreciate the help

Thank you in advance!

Surface | Surface Laptop | Safety and security

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  1. Anonymous
    2024-10-11T06:18:51+00:00

    Hi AP.x7,

    Welcome to Microsoft Community.

    It sounds like you've already tried many troubleshooting steps for your Surface Laptop Go 2's fingerprint scanner, but since it's still not working, the issue might either be software or hardware related. Let me suggest a few additional steps that might help resolve this issue.

    Support

    • Creating a new user account is an effective troubleshooting step because it can help determine whether the problem is related to the entire system or just to a specific user account. Please follow the steps below to create a new user account: Create a local user or administrator account in Windows - Microsoft Support 
    • As a last resort, If you've tried basic troubleshooting options, you may need to restore or reset your Surface. If the issue occurs after a reset, then the root cause is very likely hardware related. Restore or reset Surface for

    Windows - Microsoft Support

    Since the fingerprint sensor doesn't light up anymore, and reinstalling drivers hasn't helped, it's possible there could be a hardware fault with the sensor itself. If none of the steps above resolve the issue, you might want to consider: How to get service or repair for Surface - Microsoft Support

    I hope one of these steps helps you get your fingerprint scanner working again. If you have any other questions or need further assistance, feel free to ask!

    Your Sincerely

    Hahn. W - MSFT | Microsoft Community Support Specialist

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