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Ricpic
Paper Tape
Posts: 6
Registered: ‎11-14-2018
Location: US
Views: 968
Message 1 of 10

Fingerprint scanner.

I just received this Yoga c930 from Lenovo.com.  I'm not really technically experienced.  I was looking for a video editing program and I started downloading Filmora, checking all of the boxes as I proceeded.  When the program began to run, I realized that it wasn't Filmora but instead a Device Driver update.  So I stopped the program and contacted the company (Slimware I think) to remove the program and refund my money.  They refunded my money and gave me instructions to remove the program.  Good company.

My problems is that the fingerprint scanner no longer works.  I went to 'sign-in options' to activate it but it is no longer there. At the top of the page it says that Windows is preventing some of the sign-in options from working.  The computer is too new to have restore points, so I went to this website and let Lenovo look at my computer.  It suggested many drivers including fingerprint. so I downloaded them and installed them.  Still no fingerprint scanner and no Windows Hello.

I know my ignorance caused this problem and I'm hoping brighter minds can help me with a solution.

Thanks in advance for taking the time to read this.

Rick

Administrator
Administrator
Posts: 210
Registered: ‎07-23-2018
Location: US
Views: 946
Message 2 of 10

Re: Fingerprint scanner.

Hi  Ricpic

Greetings from Lenovo.

As you have mentioned about the finger print scanner issue, suggest you to reinstall the operating system and check for the issue, also check if can find any devices under biometric devices in device manager.

Ricpic
Paper Tape
Posts: 6
Registered: ‎11-14-2018
Location: US
Views: 921
Message 3 of 10

Re: Fingerprint scanner.

First off, thank you very much for your help.  I reinstalled Windows but that didn't solve the problem.  I really don't understand what you mean by "biometrics".  I'm not that great with technology.

And again I know that it was my own fault for not making sure what was being downloaded.  I thought it was Filmora video editing but it was Slimwre Driver Updates.

Thanks Rick

Ricpic
Paper Tape
Posts: 6
Registered: ‎11-14-2018
Location: US
Views: 919
Message 4 of 10

Re: Fingerprint scanner.

Okay.  So I just went to Device Manager and the Biometrics was the only open tab. It opened to Synaptics WBDI-SGX.  When I clicked on it, it said....."This device cannot start"  (code 10).

Does that help you?

Support Specialist
Posts: 452
Registered: ‎08-01-2018
Location: US
Views: 913
Message 5 of 10

Re: Fingerprint scanner.

Hi!

 

Based from the error code, it is an issue with the drivers. Right click on it and choose uninstall. If it prompts to delete software drivers, put a check mark on it and continue to uninstall. Next step is to reboot the computer. 

Then you can now install the Fingerprint drivers, you can download it here https://pcsupport.lenovo.com/us/en/products/LAPTOPS-AND-NETBOOKS/YOGA-SERIES/YOGA-C930-13IKB-GLASS/d...

 

Regards,



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Ricpic
Paper Tape
Posts: 6
Registered: ‎11-14-2018
Location: US
Views: 906
Message 6 of 10

Re: Fingerprint scanner.

Well I did as you said.  I uninstalled it and then downloaded it.  It is back and now it says it is working properly.  But still no fingerprint scanner and in "sign in options" it still says "Windows Hello is preventing some options from being shown."

Ricpic
Paper Tape
Posts: 6
Registered: ‎11-14-2018
Location: US
Views: 891
Message 7 of 10

Re: Fingerprint scanner.

Okay....so the fingerprint scanner is back and working thanks to you!  You are my hero!

It still says "Windows Hello is preventing some options from being  shown".

Windows Hello doesn't work and there is no button to set it up.

But....all of that aside, thank you so much for your help.

Retired Support Specialist
Posts: 402
Registered: ‎08-02-2018
Location: US
Views: 887
Message 8 of 10

Re: Fingerprint scanner.

Glad to hear that it is working now. Just to verify, is the image below the same message you are getting? 

 

image.png

 

You are getting the message because Windows Hello (camera) based login is not supported on your device on your device.



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If you find a post helpful and it answers your question, please mark it as an "Accepted Solution"! This will help the rest of the Community with similar issues identify the verified solution and benefit from it.

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Ricpic
Paper Tape
Posts: 6
Registered: ‎11-14-2018
Location: US
Views: 883
Message 9 of 10

Re: Fingerprint scanner.

Everything you said is correct except the red prompt says "Windows Hello is preventing some options from being shown".  Again, Thanks for your help.

Rick

JasonB1911
Paper Tape
Posts: 3
Registered: ‎10-04-2018
Location: US
Views: 853
Message 10 of 10

Re: Fingerprint scanner.

I have a yoga 720 machine type 80X6002JUS. For months now the fingerprint scanner hasn't been working. I think this happened after a windows update. I have tried deleting the drivers and reinstalling the drivers repeatedly with no luck. I have gone over every trick listed and nothing seems to work. Well, a few days ago I had another windows update and the fingerprint scanner started working again. This morning I went to log on and the fingerpring scanner isn't workoing again. The message I see in the sign on settings says "Face and Fingerprint recognition are not available on this device." When I go to the device manager under the biometric devices it says "This device cannot start (error code 10)." PLEASE help me fix this.

 

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