Why is my Surface Laptop Go 2 no longer allowing me to use the fingerprint unlock option?

Question

I bought the device in 2023; when I first purchased it, the fingerprint unlock feature worked properly, and I was able to set it up and use it for quite some time. Just recently this year (2024), it stopped working, when I go to this feature in the settings, it now says it is unavailable. Does my device no longer have access to this feature, or is this a tech problem?

Answer 1

Hi J.A.24,

Welcome to Microsoft Community.

I'm Hahn and I'm here to help you with your concern.

The issue you're experiencing with the fingerprint unlock on your Surface Laptop Go 2 is likely a technical problem rather than a permanent loss of the feature. The fingerprint sensor on your device should still be supported, so the problem could stem from various factors, such as software or driver issues.

• Manually update Surface drivers and firmware: Download drivers and firmware for Surface - Microsoft Support
• Run the Surface Diagnostic Toolkit: Fix common Surface problems using the Surface app and Surface Diagnostic Toolkit - 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

This situation is almost certainly a technical glitch rather than a feature removal, and in most cases, these steps should help restore your fingerprint unlock functionality.

Your Sincerely

Hahn. W - MSFT | Microsoft Community Support Specialist