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Paper Tape
Posts: 1
Registered: ‎06-30-2017
Location: US
Views: 132
Message 1 of 2

Very Frustrasted

I am on my second Lenovo 910 this week.  This first one was damaged after following instructions provided by Lenovo technical support.  CPU ended up running at 100% non-stop while doing nothing and would not turn off or respond to any commands. The people at Best Buy were freaked out and afraid it may explode.  Thanks technical support.  


2nd 910 now refuses to allow me log on with my fingerprint.  Initially, I was able to set it up and use it if I needed to perform a reset.  After shutdown the option no longer exists.  Sometimes I will see a message stating that Windows Hello is not available or if it does appear and I try to add another nothing happens.  I have unistalled and reinstalled the Synaptics WBDI and have the latest BIOS.  When I run device manager->biometric devices-> synaptics WBDI sometimes a caution symbol appears, sometimes it does not.  Under Windows device health & performance I see a caution symbol under device driver with 1 recommendation.  I then run Windows device driver troubleshooter and it tells me that it cannot identify the problem.


So I am asking the community if they can come up with any solutions.  This is totally unacceptable for two $1800 machines to perform so poorly.  


Thanks in advance for any help provided.  

Support Specialist
Posts: 2,948
Registered: ‎02-22-2017
Location: GB
Views: 77
Message 2 of 2

Re: Very Frustrasted

Hello MTWhaler

Thanks for using the Lenovo forums.

Unfortunately I do not have this unit, so I wont be able to confirm but, try to download the Chipset drivers for the unit from the support page.


Make sure to reboot after an update on the unit.


Try a static discharge for this, it may help to resolve the issue or at least get rid of any built up static on the motherboard.

(If the battery is internal, please just skip the remove/replace battery steps.)
1. Turn the unit off
2. Remove the battery and the Mains adapter
3. Press and hold the front power button for 30 seconds
4. Replace the battery and the Mains adapter
5. Turn the unit on as normal

Hope this helps, let us know how you get on.

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