[Notebook] Troubleshooting - How to fix Fingerprint recognition problem
If your PC is with a Fingerprint scanner, but you experience that the Fingerprint scanner has no function or can't recognize, etc., please refer to this article for troubleshooting.
Before you begin, please make sure you have set up Windows Hello on your device and set up the Fingerprint recognition properly. For more information on how to do this, please refer to Windows Hello (biometrics): Sign in with Fingerprint scanner.
The Fingerprint sensor has been integrated with Power key on some ASUS laptops.
Note: If you have ever registered several user accounts or installed any information security protection software, please confirm the permission of Full Control is allowed. If the permission is allowed, but the problem persists, please continue the following for troubleshooting.
Please go to the corresponding instruction based on the current Windows operating system on your computer:
Clean the fingerprint scanner
Periodically clean the Fingerprint scanner to remove dirt and oil is helpful to improve the Fingerprint recognition problem:
- Please use a soft cloth dampened with alcohol to gently wipe the Fingerprint scanner to clean any dirt or smudges.
Note: The soft cloth should not be too wet and do not spray any alcohol directly onto the Fingerprint scanner or leave any liquid on the Fingerprint scanner. - Let the Fingerprint scanner dry thoroughly, and then check the Fingerprint recognition function again.
Update and confirm BIOS / Windows packages / drivers with the latest version on your laptop
Updating software usually helps the system stability and optimization, so we recommend you check and often update to the latest version in your laptop. Here you can learn more about How to update BIOS:
How to update the BIOS version in Windows system
How to use EZ Flash to update the BIOS version
For executing Windows update and drivers update, here you can learn more about:
How to update drivers via System Update in MyASUS
If the problem persists after you have updated BIOS/Windows packages/drivers to the date, please continue to the next chapter for troubleshooting.
Enable and reinstall drivers in Device Manager
- Type and search [Device Manager] in the Windows search bar①, then click [Open]②.
- Check on the arrow next to [Biometric devices]③, then right-click [Fingerprint Sensor]④ and select [Enable device]⑤. Test whether the Fingerprint recognition works normally or not after enabling it.
Note: The device name may be various based on different models.
If the [Enable device] option does not display that means the Fingerprint is enabled already, please continue to the next step.
- Reinstall the Fingerprint scanner driver. Right-click [Fingerprint Sensor]⑥, then select [Uninstall device]⑦.
- Select [Attempt to remove the driver for this device]⑧, and then select [Uninstall]⑨.
- After the Fingerprint scanner driver is uninstalled, please go to the ASUS support site to download and install the Fingerprint driver. Here you can learn more about How to search and download drivers.
Note: The following pictures are the current version as a reference, and please download the latest version from the ASUS Support Site.
- If the problem persists after reinstalling the Fingerprint scanner driver, please continue to the next chapter for troubleshooting.
Restore the system from restore point
If the Fingerprint recognition problem happens recently, and if you have ever created a restore point or there is an automatic system restore existed, try to restore the computer to a point before the problem began to resolve the problem. Here you can learn more about How to use restore point to restore the system.
If the problem persists, please continue to the next chapter for troubleshooting.
Reset your PC
If the problem persists after all troubleshooting steps are completed. Please backup your personal files, then reset the PC to back to its original configuration. Here you can learn more about: How to reset the system.
If your problem is not worked out with above solution and information, please contact ASUS customer service center for further information.
Clean the fingerprint scanner
Periodically clean the Fingerprint scanner to remove dirt and oil is helpful to improve the Fingerprint recognition problem:
- Please use a soft cloth dampened with alcohol to gently wipe the Fingerprint scanner to clean any dirt or smudges.
Note: The soft cloth should not be too wet and do not spray any alcohol directly onto the Fingerprint scanner or leave any liquid on the Fingerprint scanner. - Let the Fingerprint scanner dry thoroughly, and then check the Fingerprint recognition function again.
Update and confirm BIOS / Windows packages / drivers with the latest version on your laptop
Updating software usually helps the system stability and optimization, so we recommend you check and often update to the latest version in your laptop. Here you can learn more about How to update BIOS:
How to update the BIOS version in Windows system
How to use EZ Flash to update the BIOS version
For executing Windows update and drivers update, here you can learn more about:
How to update drivers via System Update in MyASUS
If the problem persists after you have updated BIOS/Windows packages/drivers to the date, please continue to the next chapter for troubleshooting.
Enable and reinstall drivers in Device Manager
- Type and search [Device Manager] in the Windows search bar①, then click [Open]②.
- Check on the arrow next to [Biometric devices]③, then right-click [Fingerprint Sensor]④ and select [Enable device]⑤. Test whether the Fingerprint recognition works normally or not after enabling it.
Note: The device name may be various based on different models.
If the [Enable device] option does not display that means the Fingerprint is enabled already, please continue to the next step. - Reinstall the Fingerprint scanner driver. Right-click [Fingerprint Sensor]⑥, then select [Uninstall device]⑦.
- Select [Attempt to remove the driver for this device]⑧, and then select [Uninstall]⑨.
- After the Fingerprint scanner driver is uninstalled, please go to the ASUS support site to download and install the Fingerprint driver. Here you can learn more about How to search and download drivers.
Note: The following pictures are the current version as a reference, and please download the latest version from the ASUS Support Site. - If the problem persists after reinstalling the Fingerprint scanner driver, please continue to the next chapter for troubleshooting.
Restore the system from restore point
If the Fingerprint recognition problem happens recently, and if you have ever created a restore point or there is an automatic system restore existed, try to restore the computer to a point before the problem began to resolve the problem. Here you can learn more about How to use restore point to restore the system.
If the problem persists, please continue to the next chapter for troubleshooting.
Reset your PC
If the problem persists after all troubleshooting steps are completed. Please backup your personal files, then reset the PC to back to its original configuration. Here you can learn more about: How to reset the system.
If your problem is not worked out with above solution and information, please contact ASUS customer service center for further information.
Appendix
How to confirm the permission setting of Full Control
- Type and search [Regedit] in the Windows search bar①, then click [Open]②. (The left-side search illustration below is in Windows 11, and the right-side is Windows 10.)
- If the User Account Control notification is appeared, please select [Yes]③.
- Select [HKEY_USER]④ > [S-1-5-19]⑤ > [Software]⑥ > [ElanFP]⑦ folder, then right-click the ElanFP folder and select [Permissions]⑧.
- Please confirm whether all user accounts and Administrators⑨ are ticked allow in the permission of Full Control⑩.
If the permission of Full Control of all user accounts and Administrators are allowed, but the problem persists, please go to the corresponding instruction based on the current Windows operating system on your computer:
