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spinnin
Paper Tape
Posts: 6
Registered: ‎11-12-2015
Location: Chicago
Views: 1,245
Message 1 of 14

Fingerprint Reader not working / no longer recognized on ThinkPad E550

Hi all,

 

I recently purchased a ThinkPad E550 (20DF0040US) and the Fingerprint reader (Synaptics) was working when I first set up the machine but now, after a week's worth of ownership, it is no longer recognized.

 

I searched the forums here and found that an older driver worked to solve the problem for others but it did not solve the issue for me.

 

I tried to reinstall the most up to date driver and that didn't solve the issue either.

 

I am running Windows 7 Pro which came installed on the machine.

 

Some users indicated that Windows updates are the culprit but I cannot confirm this.

 

All my Windows updates are current and there are no updates pending from Lenovo.

 

Any suggestions would be appreciated.

 

Thanks in advance.

Retired Support Specialist
Posts: 473
Registered: ‎07-14-2015
Location: Bangalore
Views: 1,210
Message 2 of 14

Re: Fingerprint Reader not working / no longer recognized on ThinkPad E550

Hi spinnin,

 

Welcome to Lenovo Forums!

 

Have you tried updating BIOS to the latest version, if not please find the below given link and update it to the latest version.

http://support.lenovo.com/in/hi/products/laptops-and-netbooks/thinkpad-edge-laptops/thinkpad-e550/do...

 

 

Keep us posted with the results, so we can assist you further.

Thank you, have a good day.

 

Did someone help you today? Click on the “upper half star” at the left side of the post to thank them with a Kudo!

 

Regards,

Naveen.v

spinnin
Paper Tape
Posts: 6
Registered: ‎11-12-2015
Location: Chicago
Views: 1,194
Message 3 of 14

Re: Fingerprint Reader not working / no longer recognized on ThinkPad E550


@Naveen_Lenovo wrote:

Hi spinnin,

 

Welcome to Lenovo Forums!

 

Have you tried updating BIOS to the latest version, if not please find the below given link and update it to the latest version.

http://support.lenovo.com/in/hi/products/laptops-and-netbooks/thinkpad-edge-laptops/thinkpad-e550/do...

 

 

Keep us posted with the results, so we can assist you further.

Thank you, have a good day.

 

Did someone help you today? Click on the “upper half star” at the left side of the post to thank them with a Kudo!

 

Regards,

Naveen.v



@Naveen_Lenovo - As you suggested, I updated the BIOS to the latest version.

 

Unfortunately, the problem still exists; the fingerprint reader is not found / recognized.

 

Please advise.

Retired Support Specialist
Posts: 473
Registered: ‎07-14-2015
Location: Bangalore
Views: 1,181
Message 4 of 14

Re: Fingerprint Reader not working / no longer recognized on ThinkPad E550

Hi spinnin,

 

Please find the link given below and try to follow the steps in the thread. Hope you may find it helpful.

https://forums.lenovo.com/t5/ThinkPad-11e-Windows-E-and-Edge/Fingerprint-Reader-not-working-no-longe...

 

 

Please let me know what happened after trying the steps given in the thread.

Thank you, have a good day.

 

Did someone help you today? Click on the “upper half star” at the left side of the post to thank them with a Kudo!

 

Regards,

Naveen.v

spinnin
Paper Tape
Posts: 6
Registered: ‎11-12-2015
Location: Chicago
Views: 1,153
Message 5 of 14

Re: Fingerprint Reader not working / no longer recognized on ThinkPad E550


@Naveen_Lenovo wrote:

Hi spinnin,

 

Please find the link given below and try to follow the steps in the thread. Hope you may find it helpful.

https://forums.lenovo.com/t5/ThinkPad-11e-Windows-E-and-Edge/Fingerprint-Reader-not-working-no-longe...

 

 

Please let me know what happened after trying the steps given in the thread.

Thank you, have a good day.

 

Did someone help you today? Click on the “upper half star” at the left side of the post to thank them with a Kudo!

 

Regards,

Naveen.v


Thank you for your response Naveen. The hyperlink that you provided takes me to this thread.

 

Please advise.

Retired Support Specialist
Posts: 473
Registered: ‎07-14-2015
Location: Bangalore
Views: 1,132
Message 6 of 14

Re: Fingerprint Reader not working / no longer recognized on ThinkPad E550

Hi spinnin,

 

 

Oops I am sorry for that, sorry for the inconvenience caused. Please find the link given below and perform the troubleshooting steps as mentioned in the thread.

https://forums.lenovo.com/t5/ThinkPad-11e-Windows-E-and-Edge/Fingerprint-sensor-is-not-detected/m-p/...

 

Please post back with the results, so that we can assist you further.

Thank you, have a good day.

 

Did someone help you today? Click on the “upper half star” at the left side of the post to thank them with a Kudo!

 

Regards,

Naveen.v

spinnin
Paper Tape
Posts: 6
Registered: ‎11-12-2015
Location: Chicago
Views: 1,112
Message 7 of 14

Re: Fingerprint Reader not working / no longer recognized on ThinkPad E550

Naveen_Lenovo,

 

I read through the thread and tried to replicate the solution found by oither users but my problem isn't exactly the same.

 

In their situation, there is a yellow exclamation point declearing an unknown device where the fingerprint reader should be.

 

In my situation, in Device Manager, next to Biometric Devices, I can cearly see: Synaptics FP Sensors (WBF) (PID=0011)

 

I have uninstalled this device and reinstalled the device. Under troubleshooting, I am seeing a message that indicates that this device is working properly. However, when I launch the lenovo figerprint reader software, I get a message stating that Fingerprint sensor is not detected. Please ensure that the fingerprint reader is properly configured and try again.

 

I have installed the older driver as suggessted and this did not solve the issue.

 

Please advise.

Retired Support Specialist
Posts: 473
Registered: ‎07-14-2015
Location: Bangalore
Views: 1,091
Message 8 of 14

Re: Fingerprint Reader not working / no longer recognized on ThinkPad E550

Hi spinnin,

 

Apologies for the delay in response!

 

Please find the link given below and follow the steps given in the link to configure the fingerprint reader.

https://support.lenovo.com/in/hi/documents/migr-58403

 

Please post back whether the above steps helped you.

Thank you, have a good day.Smiley Happy

 

Did someone help you today? Click on the “upper half star” at the left side of the post to thank them with a Kudo!

 

Regards,

Naveen.v

spinnin
Paper Tape
Posts: 6
Registered: ‎11-12-2015
Location: Chicago
Views: 1,085
Message 9 of 14

Re: Fingerprint Reader not working / no longer recognized on ThinkPad E550

Naveen_Lenovo,

 

Thank you for your reply.

 

Unfortunately, the fingerprint reader on my E55o ThinkPad is not recognized when I activate the Lenovo Fingerprint reader software. However, the device does show up in the device manager. Even though it is present in the list of biometric devices in the device manager, the fingerprint reader is not recognized when I attempt to access the fingerprint readerprint reader via the fingerprint reader software.

 

Please advise.

Retired Support Specialist
Posts: 473
Registered: ‎07-14-2015
Location: Bangalore
Views: 1,072
Message 10 of 14

Re: Fingerprint Reader not working / no longer recognized on ThinkPad E550

Hi spinnin,

 

I guess there might have been some cable connection has gone wrong and it seems, it can be fixed by the service centre people.

 

Hence, I kindly request you to take the laptop to the nearest service centre and diagnose the system. Please find the link given below to find the nearest service centre details as per your location.

 

Click here to open a link where you can select the country and get the exact contact support number. I’m sure they will be a great help.

 

http://bplocator.lenovo.com/

 

But before taking the system to the service centre, try performing OS reinstallation and check for the issue.

 

Please post back whether the above step helped you.

Thank you, have a good day.

 

Did someone help you today? Click on the “upper half star” at the left side of the post to thank them with a Kudo!

 

Regards,

Naveen.v

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