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pjc123
802.11n
Posts: 191
Registered: ‎07-31-2013
Location: US
Views: 12,019
Message 1 of 15

T470 Fingerprint Sensor Stopped Working.

I woke up this morning, turned on the laptop, and completely out of the blue the fingerprint detection stopped working with the message "Sorry, something went wrong" (It had been working for months).  So I removed fingerprint detection in Windows setup so I could reset it, however it will not let me set up a new fingerprint.  

 

Here is what happens when I try and reset it:

 

1) Click Setup.

2) Click Get Started.

3) Message comes up "Touch the fingerprint screen" (NOTE: The green LED illuminates).

4) Place the finger on the screen and the following message immediately appears:

     Sorry, something went wrong.  Close Windows Hello, and then try going through the setup again.

5) So rebooted to make sure that was not the problem and tried again and it still does not work.

 

What else I tried:

 

1) I uninstalled the Biometrics Driver and reinstalled it from the Lenovo site.....Same problem.

 

My laptop = T470

OS = Win 10 Pro 64 bit (Latest Updates from Microsoft)

All Drivers = (Latest Updates from Lenovo)

Biometric Device = Synaptics WBD(SGX enabled)

    The device is working properly

    Driver = 5.2.3515.26 (05-23-2017)

tonybarnhill
Paper Tape
Posts: 3
Registered: ‎08-06-2017
Location: US
Views: 11,953
Message 2 of 15

Re: T470 Fingerprint Sensor Stopped Working.

Hi, I have a T470 that the exact same thing happened when I updated to the latest drivers. See this thread, where I tried to help this guy get it going again. Only way I can make it work again is to turn off driver-signing in Windows 10, which is a giant no no.

 

https://forums.lenovo.com/t5/ThinkPad-T400-T500-and-newer-T/T570-amp-fingerprint-sensor/m-p/3767613#...

pjc123
802.11n
Posts: 191
Registered: ‎07-31-2013
Location: US
Views: 11,947
Message 3 of 15

Re: T470 Fingerprint Sensor Stopped Working.

Yeah, came across that, but there is no real fix, yet it is marked solved, so I had to start a new thread.  After getting used to using the reader, this really sucks not having it any more.

Lenovo Employee hzfdbd
Lenovo Employee
Posts: 437
Registered: ‎03-11-2008
Location: CN
Views: 11,931
Message 4 of 15

Re: T470 Fingerprint Sensor Stopped Working.

Hi,

 Could you help to post the driver information in device manager?

 

 So we could identify the root cause from  the error number

Same information we need as in this post

https://forums.lenovo.com/t5/ThinkPad-T400-T500-and-newer-T/T570-amp-fingerprint-sensor/m-p/3767613#....

 

If there is no error code,

Could you help to login as new local account, and check if you could enroll fingers. 

pjc123
802.11n
Posts: 191
Registered: ‎07-31-2013
Location: US
Views: 11,898
Message 5 of 15

Re: T470 Fingerprint Sensor Stopped Working.

Could you help to post the driver information in device manager?

 

1) It is in my OP, but if you want the graphical representation here it is:

 

General.png

 

Driver.png

 

 

If there is no error code,

Could you help to login as new local account, and check if you could enroll fingers. 

 

1) No, there is no error code, just the error message in my OP, aka "Sorry, something went wrong.  Close Windows Hello, and then try going through the setup again.."

 

2) I set up a new account and the same exact problem exists.

 

3) I also cleaned the sensor per directions in the manual, but it did not fix the problem.

 

tonybarnhill
Paper Tape
Posts: 3
Registered: ‎08-06-2017
Location: US
Views: 11,622
Message 6 of 15

Re: T470 Fingerprint Sensor Stopped Working.

I figured out that it's not the fingerprint driver that's causing the issue. It's the Microsoft USB 3.0 Extensible Host Controller drivers. There are two files:

USBPcap.sys that is Not digitally signed

 

and 

 

USBXHCI.sys that IS digitally signed.

 

When my fingerprint sensor stops working, and I go into device manager, the USB 3.0 eXtensible Host Controller and the USB Root Hub (USB 3.0) both have exclamation points next to them. And the fingerprint sensor is not listed at all (the light is also off. If I go into advanced startup options and disable digital driver signing, it works.

I'm going to out on a limb here and guess that when my fingerprint sensor isn't working, then the USB 3.0 ports also aren't working.

This is my first non-Apple computer in 12 years. Having to disable driver signing every 7 days is reminding me why I stayed on a Mac for so long.

pjc123
802.11n
Posts: 191
Registered: ‎07-31-2013
Location: US
Views: 11,611
Message 7 of 15

Re: T470 Fingerprint Sensor Stopped Working.

Lenovo support was working with me with regards to this issue, but immediately before sending them logs I was able to re-registered the reader. .....figures.

pjc123
802.11n
Posts: 191
Registered: ‎07-31-2013
Location: US
Views: 11,518
Message 8 of 15

Re: T470 Fingerprint Sensor Stopped Working.

The fingerprint reader stopped working again, this time after replacing the HDD with an Nvme drive.  Same issue as before where it fails when trying to register my fingerprint. On the plus side  I was able to collect the logs during the failure this time.

pjc123
802.11n
Posts: 191
Registered: ‎07-31-2013
Location: US
Views: 11,481
Message 9 of 15

Re: T470 Fingerprint Sensor Stopped Working.

........And magically it allowed me to set it up this morning when I tried again.  Waiting for it to fail in the future.  Nice feature.

pjc123
802.11n
Posts: 191
Registered: ‎07-31-2013
Location: US
Views: 11,407
Message 10 of 15

Re: T470 Fingerprint Sensor Stopped Working.

This problem continues to occur, so opened a support ticket.

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