Sorry, something went wrong on Windows Hello for Business Fingerprint

Pavel yannara Mirochnitchenko 11,961 Reputation points MVP
2021-08-08T17:20:58.087+00:00

I have random problems on older laptops, where Fingerprint driver is recognized, but when trying to enroll the finger, it displays me "Sorry, something went wrong...". I have 2 similar laptops with exact same fingerprint driver, one accepts fingerprint, another one does not. I remember I had no problems with it in 1909 and 20H2 builds, but I now see this with 21H1.

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Accepted answer
  1. Pavel yannara Mirochnitchenko 11,961 Reputation points MVP
    2021-09-29T20:14:36.947+00:00

    Finally got it on all laptops!

    1. Check and remove if any fingerprints are left in Sign in option.
    2. Go to Device manager and uninstall device. Click the suboption to uninstall device from this system.
    3. Reboot the machine
    4. Go back to sign in options and re-enroll the finger. If it fails, repeat the entire procedure again with rebooting.

    I think this driver is partly faulty I have here, but I have no chance to use another one. I tried to cheat newer driver to accept this device by adding my hardware id into .inf file, but it didn't workout.

    1 person found this answer helpful.

4 additional answers

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  1. Lu Dai-MSFT 28,356 Reputation points
    2021-08-09T04:01:34.453+00:00

    @Pavel yannara Mirochnitchenko Thanks for posting in our Q&A. From your description, I know that windows Hello for Business Fingerprint doesn't work in windows 10 21H1, but it works in other versions such as 1909 and 20H2 builds. If there is anything misunderstanding, please correct me.

    To clarify this issue, we appreciate your help to try to manually set the fingerprint in a windows 10 21H1 device that not enrolled in intune and check if it works.

    If there is anything update, feel free to let us know.


    If the response is helpful, please click "Accept Answer" and upvote it.
    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.


  2. Pavel yannara Mirochnitchenko 11,961 Reputation points MVP
    2021-08-10T09:39:34.337+00:00

    @Lu Dai-MSFT I just want to confirm that I did a test on 20H2 and the problem is the same, so it is not about the build itself. The device and driver we are talking about here is this:

    121924-image.png

    USB\VID_138A&PID_003D


  3. Pavel yannara Mirochnitchenko 11,961 Reputation points MVP
    2021-08-11T05:24:56.02+00:00

    This is weird, but because these devices are quite old, I guess I can treat this as a solution. Not every finger can be enrolled, so basically when I get "something gets wrong", I try another finger, I might pass or not, if not then another finger and finally some finger gets accepted. It might be hardware problem with reader or something. Eventually, I managed to enroll all devices with "SOME" finger, but my indexing finger is not good :D


  4. Pavel yannara Mirochnitchenko 11,961 Reputation points MVP
    2021-09-29T09:33:50.43+00:00

    I un-accepted my previous answer, because I came up again with the same problem, where machines were re-installed and users changed, and I noticed, that even the second or third finger is applied, it will fail to accept it during logon. So, this happends on Windows 10 21H1 Intune cloud-only managed.

    I took this HP Elitebook 2107p and installed it with my SCCM, using on-prem setup and Windows 10 1909 build. Fingerprint works like a charm, with a first finger! In my onprem lab, the driver for Fingerprint is Synaptics FP Sensors 4.5.307.0. In a cloud setup, it is newer. In a cloud, drivers comes from MS Catalog.

    I can next do the test by servicing 1909 to 21H1 via SCCM and see what happends.

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