we couldnt find a fingerprint scanner compactible with windows hello

Question

we couldnt find a fingerprint scanner compactible with windows hello am having trouble with this issue

Answer 1

Please provide some information about your hardware and drivers.

1

Right click your Start Button and open Device Manager.

Expand the 'Biometric Devices' section.

Please provide a screenshot of that full Device Manager window.

2

Click your Start Button, then just type msinfo and press Enter, please provide a screenshot of the resulting System Information window.

Answer 2

Check if you've fingerprint/biometric driver installed in Device Manager.

If yes, right click and select Update driver.

Answer 3

Try these checks in order:

1. Make sure the device actually has fingerprint hardware that supports Windows Hello.
   • If the PC does not include a fingerprint reader, or the reader is not Windows Hello compatible, Windows will show this message.
2. Check for Surface or Windows updates.
   • If this is a Surface device, open the Surface app.
   • Expand Help & support and check update status.
   • If updates are available, select Check for updates to open Windows Update and install them.
3. Remove and re-enroll fingerprint.
   • Go to Settings > Sign-in options.
   • Remove the nonworking fingerprint enrollment.
   • Then enroll the fingerprint again.
   • If Windows Hello Fingerprint is unavailable and shows a message like We couldn't find a fingerprint scanner compatible with Windows Hello, continue to the next step.
4. Reinstall the biometric driver.
   • Open Device Manager.
   • Check whether the sensor appears under Biometric devices.
   • Right-click the fingerprint device and select Uninstall Device.
   • Restart the PC so Windows can try to reinstall the driver.
   • Then test fingerprint sign-in again.
5. Restart the Windows biometric service.
   • First, go to Settings > Sign-in options and remove the PIN.
   • Then open Command Prompt as administrator and run:

          net stop wbiosrvc && net start wbiosrvc
     

   • Add the PIN again if needed, then test fingerprint sign-in.
   • Warning: removing the PIN changes sign-in settings temporarily.
6. If using Enhanced Sign-in Security hardware, verify the required components are running.
   • Open System Information > System Summary and confirm Virtualization Based Security shows Running.
   • Then go to System Information > Software Environment > Running Tasks and check for bioiso.exe and ngciso.exe.
   • If these are not present, fingerprint authentication may not work correctly on that device configuration.
7. If none of the above works, submit feedback with Feedback Hub.

For Surface devices, support is also available through the Surface app by describing the problem and selecting Get Help.

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References:

• Troubleshoot problems with Windows Hello on Surface
• Windows Hello Enhanced Sign-in Security
• How to fix “we couldn’t find a camera compatible with windows Hello face - Microsoft Q&A