[Chromebook] Troubleshooting - Chromebook Fingerprint Sensor Issues

[FAQBot]

[Chromebook] Troubleshooting - Chromebook Fingerprint Sensor Issues

If you're encountering problems with the fingerprint sensor on your Chromebook, such as recognition failures or lack of response, please refer to the following troubleshooting steps.

Before proceeding, ensure that you have successfully set up fingerprint login on your Chromebook. For detailed instructions on how to do this, refer to the guide on How to Set Up Fingerprint Recognition on Chromebook.

Note: The fingerprint sensor is typically located near the keyboard. If unsure, refer to your User Manual for guidance.

Situations Requiring Password Usage

In some cases, you'll need to use your password for login, including: 

• When your Chromebook restarts
• When the fingerprint sensor fails to recognize your fingerprint after multiple attempts
• When switching to another user on the same device
• After 48 hours for personal Chromebooks
• After 12 hours for managed Chromebooks

Cleaning the Fingerprint Sensor

Regularly cleaning the fingerprint sensor to remove dust or dirt can help improve abnormal fingerprint recognition issues: 

Note: Your finger should also be clean and dry, and the side of your finger can be used for better scanning.

1. Spray alcohol on a soft, clean cloth and gently wipe the fingerprint sensor to remove stains or particles. 
   Note: The cloth should only be slightly dampened. Avoid spraying alcohol directly on the sensor or leaving excessive moisture on it.
2. After allowing it to air dry naturally, confirm if the fingerprint sensor function is back to normal.

Resetting Up Fingerprint Recognition

If your fingerprint sensor continues to have recognition problems, you can try deleting stored fingerprints and then setting them up again.

1. Click the [Status Bar]① in the lower-right corner of the screen, then click [Settings]②.
   
2. In Settings, click [Security and Privacy]③, then select [Lock screen and sign-in]④.
   
3. Enter your Google account password to configure security and sign-in⑤, then click [Confirm]⑥.
   
4. Under the Edit Fingerprints option, click [Set up]⑦.
   
5. Locate the fingerprint you want to delete, then click the [Delete] icon⑧ next to it.
   
6. After deleting the previously stored fingerprint, re-add your fingerprint.

Additional troubleshooting methods

If your fingerprint recognition issue persists despite trying the above methods, please attempt the following steps:

1. Restart your Chromebook. Turn off your Chromebook, then wait a few seconds before restarting it. 
   Note: To restart the Chromebook, hold the [Power button] until the device turns off, then turn it on again.
2. Update Chrome OS. Ensure your Chromebook has the latest version of Chrome OS installed. To check for available updates, refer to this article: Updating Chromebook's Operating System.
3. Perform a hardware reset on your Chromebook. Refer to this article for instructions: How to Reset Chromebook Hardware Settings.
4. If the above troubleshooting steps have been completed but the problem persists, consider resetting or recovering your Chromebook. 
   Reset (Powerwash) your Chromebook to factory settings.
5. Recovery Chromebook operating system.

You can also refer to the Google Chromebook Help on the official website for more detailed information:

https://support.google.com/chromebook/answer/10364313

If your issue remains unresolved, please contact the ASUS customer service center for further assistance.