Fingerprint stop working and now is not detected, help? sf314-510g.

System

This discussion was created from comments split from: Fingerprint stop working and was not detected (sf314-510g.

HSM_123

I had the same problem as well..... i just bought it today... (( Anyone knows the solution for it?

Fitzzgog

I have the same problem.  Fingerprint has stopped working.  On Device Manager 3 devices are not working - I think they're all connected.  I decided to uninstall the GoTrust FIDO HID device assuming it would re-install but it didn't.  The others are the ELAN WBF Fingerprint Sensor and the Windows Hello Face Software Device (see below).

My questions:

1. I have an Acer Aspire A515-44.  Is it able to run the Windows Hello Face Software?  And the Hello Fingerprint Sensor?  Both are saying that registration was not successful (see below ) with code 19.  Windows sign-in says there aren't any compatible cameras or scanners.

2. If the answer is no, why has the existing fingerprint facility been disabled?  How do I get it back?

3. I understand GoTrust FIDO HID device is a way of using your mobile to give passwords to your other devices.  Not sure if I really want to use it but how do I get it back and re-installed?

4. Is the ELAN WBF device the original fingerprint device/software and not connected with Windows Hello, which has somehow screwed up its configuration.  If so how do I refresh the configuration?

billsey

@Fitzzgog you issue is likely different than the others, because the sensor still shows up in Device Manager, though it as errors. The first step is to try uninstalling those two devices and let Windows reinstall them via a reboot. That should fix the registry entries that are marked as missing...

Fitzzgog

That was my first thought, but the first of the Devices - GoTrust FIDO HID - did not re-install when I rebooted.  What do I do if the others go the same way?  I would prefer to get the GoTrust on back as a first step - hence my question 3.  Is there somewhere I can access all these device drivers that came with my system?  I've looked on the support section but they don't mention GoTrust.

Fitzzgog

Also, does anyone know whether the Acer Aspire A515-44 is compatible with Widows Hello Fingerprint sensor?

I saw another thread about a different Acer laptop that talked about the Hello Face Recognition not being compatible with the camera supplied (because it requires Infra Red)?  That's disappointing in a laptop bought only last month.  Is the same true for the fingerprint sensor?  Has anybody with a similar laptop got the Hello sign-in (Face Recognition or Fingerprint) working?

billsey

Hello Face Recognition is quite a bit different. That takes a special type of camera to work and most systems don't have one. The fingerprint portion of Hello should work fine though.

Fitzzgog

I left this a few days but got back to it today, and found that in the Device Manager the two devices are now shown as working.  I can only surmise that there may have been an update of some sort.  Hello Fingerprint actually does work, but Hello Face says it "cannot turn on the camera".  A pity.  I'm going to settle for Fingerprint working.  Perhaps if I leave it a couple of weeks the Face feature will also start working!