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mbofhor
Fanfold Paper
Posts: 3
Registered: ‎03-21-2013
Location: south africa
Views: 4,202
Message 1 of 9

Lenovo X230 FingerPrint Error

i have upgraded  X230 harddrive and installed OS from Backup, my fingerprint did work fine after upgrade for 3 month after that fingerprint just started giving error  E7210005 (cannot enrolluser, cannot update passport, cannot find finger print sensor), but in the device mananger panel it show that it is workng properly, when i open biometrics in control panel it shows that my device is not availabe.(i have also allowed fingerprint port in the bios). i reinstalled windows, update finger print drivers and software (from lenovo and also tried the ones from original manufacture-Authen tech). i tried to change the group policy setting, and also created new user wit admin privillages and also enabled all the sevice settings. but the problem error remains the same, it has been a moth now trying to search for solution but still nothing has come up. wat worries me is that the device manger shows that the FP device is working properly

error e7210005.PNG

device mananger.PNG 

biometrics.PNG

Lenovo Staff
Lenovo Staff
Posts: 5,046
Registered: ‎10-29-2009
Location: NC
Views: 4,184
Message 2 of 9

Re: Lenovo X230 FingerPrint Error

If you re-installed Windows and this problem still happens, I'd say there's a strong possibility that your fingerprint sensor has failed and needs to be replaced.  Even if the device looks OK in Device Manager, this really doesn't mean much.  All it means is that Windows can talk to the USB device that hosts the fingerprint sensor, but the fingerprint sensor itself could still be malfunctioning.

 

Some things that can help confirm hardware problem:

1.  Shut the system off, does fingerprint green LED flash slowly?  If so it means that the sensor contains some fingerprint templates so lets try to clear them.

2.  Turn the system on and press F1 to enter BIOS setup

3.  Go to the Security menu and choose Fingerprint, then clear the fingerprint sensor.  You should see a message about success or failure.  Failure definitely means HW problem.

4.  If you see a message about success clearing the fingerprint sensor from BIOS, then shut the system off again.  The green LED should not be flashing anymore because you cleared the sensor in BIOS.  If the green LED still flashes, then it means HW problem because the fingerprint templates were not really cleared.

 

So try the above steps to try to confirm the HW problem, or just call service in your country and request help.

mbofhor
Fanfold Paper
Posts: 3
Registered: ‎03-21-2013
Location: south africa
Views: 4,142
Message 3 of 9

Re: Lenovo X230 FingerPrint Error

it doesnt illuminate the green light at all. I tried the above steps and it gave me this error " no finger print reader is attached" when I tried to reset the fingerprint data. I will consider calling service for help. Thanks very much

Lenovo Staff
Lenovo Staff
Posts: 5,046
Registered: ‎10-29-2009
Location: NC
Views: 4,113
Message 4 of 9

Re: Lenovo X230 FingerPrint Error

It's definitely a fingerprint hardware problem.  If your system is still under warranty, service will replace it for you.

henryz2001nj
Blue Screen Again
Posts: 14
Registered: ‎06-03-2009
Location: NJ
Views: 3,786
Message 5 of 9

Re: Lenovo X230 FingerPrint Error

I have an x230 Tablet with similar, though somewhat different problems,

 

i had the green light on the sensor slowly flashing when the system is off, and plugged in.  When I run my finger over it, if successful, then win7 starts; otherwise it flashes red (orange).  After I log in, the fingerprint sensor does nothing.  It doesn't show up in Device Manager - though there an unkown device under the USB, with a yellow symbol - may or may not be related.

 

I doubt it's a hardware issue because I sent the machine back to the depot just before the warranty expired (1 Aug 13), and they replaced the motherboard, so I assume they gave it a full checkup.  Turns out the HD died, BTW.

 

Tech support won't even talk to me or put me on with a supervisor, without me paying - they say the issue I reported - unable to boot - has been resolved and this is a different problem...EXTREMELY annoying.  This is my second Thinkpad, but short of a miracle, certainly my last.

Lenovo Staff
Lenovo Staff
Posts: 5,046
Registered: ‎10-29-2009
Location: NC
Views: 3,758
Message 6 of 9

Re: Lenovo X230 FingerPrint Error

henryz2001nj

 

Is Fingerprint software installed?  Try re-installing it?  http://support.lenovo.com/en_US/downloads/detail.page?DocID=DS029769

 

What is the hardware ID of the unknown device with the yellow symbol?

Open the device in Device Manager, click on Details, and then select the "Hardware IDs" property and let me know what is displayed.

henryz2001nj
Blue Screen Again
Posts: 14
Registered: ‎06-03-2009
Location: NJ
Views: 3,735
Message 7 of 9

Re: Lenovo X230 FingerPrint Error

I had an earlier version which I deleted, and rebooted.
I then installed the software at your link, and rebooted.
When I started up the fingerprint software and tried to enroll a fingerprint I got error messages:

 

Image 401x242.jpg

 

What I find so baffling is that the Fingerprint Sensor flashes that slow green when the PC is off, recognizes my fingerprint, and launches Windows, yet Windows doesn't seem to recognize it.  Come to think of it, when I tried to clear the FP profile in BIOS, it says no reader is attached.  Yet it recognizes my fingerprint swipe???

 

Image 532x652.jpg 

 

Image 414x461.jpg

 

Image 414x46.jpg

 

 

 

 

 

 

 

 

 

 

Lenovo Staff
Lenovo Staff
Posts: 5,046
Registered: ‎10-29-2009
Location: NC
Views: 3,698
Message 8 of 9

Re: Lenovo X230 FingerPrint Error

The fingerprint reader has 2 modes.  The first mode is during preboot where the LED flashes green and you can swipe to turn the system on.  In this mode the fingerprint reader is not attached to USB.  The second mode is the USB device where Windows accesses the hardware to scan fingerprints and store/retrieve templates.  It sounds like mode #1 is working, but mode #2 is not.  The hardware is broken, needs replacement.  If your system is still under warranty please contact service & support in your country to request help.

henryz2001nj
Blue Screen Again
Posts: 14
Registered: ‎06-03-2009
Location: NJ
Views: 3,681
Message 9 of 9

Re: Lenovo X230 FingerPrint Error

My warranty expired on 1 Aug 2013

Just before expiration, I called in to say that it wouldn't boot up at all.  As a result of that, they had me send in the machine for replacement of the main board, under warranty.

 

When I got it back, after the warranty had already expired, it still wouldn't boot, and the problem turned out to be failed HD.  I refused to return the drive for security reasons, and told them that I was just going to buy a new HD myself, which I did, but needed the restore DVD, which they agreed to send me at no charge. 

 

After I put in the new drive and the restore, I was OK, but this "unknown device" error and fingerprint reader issue, which I thought was software, was still there.  I called Lenovo back about it and gave them the ticket number.  Their response was that this was a different issue, and since I didn't report it under warranty, it was not covered.  I told her that was ridiculous: IF I COULDN'T GET THE MACHINE TO BOOT, HOW WAS I SUPPOSED TO KNOW THAT THIS ISSUE WAS THERE??? I assumed that they would have checked the entire PC before returning it.  They included some paper in the box listing tests they had run and passed (fingerprint sensor wasn't on the list as I recall. I asked for a supervisor, and was told that I wasn't entitled to escalation since I was out of warranty. She then told me she was terminating the call, and hung up.

 

I've had a lot of PCc over the years from many manufacturers, and this has been the worst service by far.  My Dells and Toshibas have never had hardware issues, yet my last two, BOTH LENOVO have had hardware issues, and now I get treated this way.

 

Where do I turn for help?

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