Windows Hello Fingerprint error during setup

Question

I have a two year old Dell Inspiron 5515 running Windows 11 Home 64bit. Upon a recent reset where I cleaned the drive, Windows Hello fingerprint no longer works; although the Power button is fine. I've gone through Device Manager to Biometric devices, and the latest driver for Goodix Moc Fingerprint is installed. When I go to register my print, I get the error:

"Sorry, something went wrong. Close Windows Hello, and then try going through the setup again."

I've tried looking for solutions, but I haven't come upon one that works as of yet. For reference, the Power Management tab is missing when I go to the device's Properties, and I don't have the option to roll back the driver. I've also tried going through Dell's site for the relevant driver, to no avail. The download just says, 'Fingerprint Sensor Driver'. I've run a hardware test through Dell's SupportAssist app, and all hardware is working properly.

Lastly, I've tried going through regedit and added 'CsEnabled' to try and get the Power Management tab back, but it didn't work.As of right now, I have to either enter my PIN, password or passkey through my phone to sign in to accounts.

Is there any way for me to get the scanner working again? If so, I'd appreciate if someone could help me out with a step by step solution. Would reinstalling a fresh, non-local copy of Windows 11 help? I'm at a loss.

Answer 1

I see. based on the information that you have provided pretty much you already have checked and installed all necessary software, application and tools. I would suggest to coordinate this with dell technical support as there is two possible cause of the issue the you are having, either there is an issue with the fingerprint driver or worst case is this is a hardware issue.

Answer 2

Hi.

As I've said, I've already done this step, to no avail. Performing a hardware test also shows that the sensor works properly. But every time I try to register my print, after the initial touch, I get that error message. I've updated the driver, bios, etc, and have even tried going through regedit, but nothing seems to work.

Answer 3

Hi! Good day , Jerry here, an independent advisor. Here to help you.

Upon checking on the available drivers on dell website for Dell Inspiron 5515, 'Fingerprint Sensor Driver' is the correct driver for your computer's fingerprint. You may download it thru this link below.

https://www.dell.com/support/home/product-suppo...

Just choose the correct operating system and under "Keyword" type fingerprint. That is the only driver that will show up.

If you have any additional questions please don't hesitate to ask. Thanks