how do I fix my fingerprint scanner that stopped working after recent update

Amanda Francis 0 Reputation points
2026-09-26T20:38:00.5133333+00:00

I've used the fingerprint option to sign in since getting this laptop a year ago and it has stopped working all of a sudden forcing me to have to use my pin to sign in. I noticed that it was after the latest system update. Now it is saying there isn't a compatible scanner found

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in
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  1. Manoel Barros 22,050 Reputation points Independent Advisor
    2026-09-26T22:03:12.6733333+00:00

    Hi!

    The fingerprint sign-in method may have become corrupted. You can remove and re-add this sign-in method.

    Go to Windows Settings > Accounts > Sign-in options > Fingerprint > Remove.

    Restart your computer, and then add the fingerprint again.

    If that doesn't work, please let me know the manufacturer and model of your laptop.

    • Press WINDOWS + R > Type "msinfo32" > In System Summary, send me a screenshot.

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  2. AI answer

    2026-09-26T20:38:17.9166667+00:00
    1. Sign in with the PIN, then try re-enrolling fingerprint sign-in:
      • On Windows 10: Start > Settings > Accounts > Sign-in options > Windows Hello Fingerprint.
      • Select Remove, then Set up to register the fingerprint again.
      • If available, also select Add another to capture more angles of the finger.
    2. If Settings says “We couldn’t find a fingerprint scanner compatible with Windows Hello Fingerprint”, check Device Manager:
      • Open Device Manager.
      • Expand Biometric devices.
      • If the fingerprint sensor is listed, right-click it and select Uninstall Device.
      • Restart the PC. Windows will attempt to reinstall the driver.
    3. Check whether the biometric service is running:
      • Open System Information and confirm Virtualization Based Security shows Running.
      • In System Information > Software Environment > Running Tasks, check for bioiso.exe and ngciso.exe.
      • If those checks fail, remove the PIN in Sign-in options, then open an elevated Command Prompt and run: 
             net stop wbiosrvc && net start wbiosrvc
      • Then test fingerprint sign-in again.
    4. If fingerprint still does not work, reset the PIN:
      • Sign in with the password.
      • Go to Start > Settings > Accounts > Sign-in options > Windows Hello PIN.
      • Select I forgot my PIN.
    5. Make sure the reader and finger are usable:
      • Use the same finger originally enrolled.
      • Make sure the finger and reader are clean and dry.
      • When re-enrolling, place the finger flat and slightly vary position to capture more of the print.
    6. Install the latest Surface or Windows updates:
      • In the Surface app, expand Help & support and use Check for updates to open Windows Update and install available updates.
    7. If the problem started immediately after a recent app, driver, or update, and the scanner worked before, a restore or reset may be required. This is more disruptive and should be used last.

    If the device has no fingerprint hardware support or the sensor is no longer detected by Windows, Windows Hello cannot use fingerprint sign-in until the hardware is available and recognized again.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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