Aspire 5 Fingerprint Recognition? Why can't I get this option? How would I download Windows Hello?

Pedro123
Pedro123 Member Posts: 17 Troubleshooter
edited March 2023 in Aspire Laptops

I have a just new Aspire 5 with Win11. When I go to “Settings - Sign-in Options - Finger Recognition (Windows Hello) I get ”Option is currently unavailable". I have the fingerprint pad on the touch pad.

Why can't I get this option? How would I download Windows Hello?

Thanks

[Edited the thread to add model name to the title and to add issue detail]

Answers

  • brummyfan2
    brummyfan2 ACE Posts: 28,467 Trailblazer

    Hi,

    Could you please post the full model name of the laptop, like A5xx-xx.

    Acer Predator PT516-51s Performance Results - UserBenchmark

  • Pedro123
    Pedro123 Member Posts: 17 Troubleshooter

    A514-54-74D6

  • brummyfan2
    brummyfan2 ACE Posts: 28,467 Trailblazer

    Hi,

    You could try reinstalling the driver for Fingerprint reader, go to Acer driver support and download the driver for Fingerprint reader, save it in the Desktop, then go to Device manager, expand Biometric devices, right click sensor and uninstall the driver, then reinstall the driver you already have downloaded.

    https://www.acer.com/gb-en/support?search=A514-54&filter=global_download&suggest=A514-54;2

    Screenshot 2023-03-16 211932.jpg

    Acer Predator PT516-51s Performance Results - UserBenchmark

  • Pedro123
    Pedro123 Member Posts: 17 Troubleshooter

    Thanks for the answer but driver download/install did not help.

  • Puraw
    Puraw ACE, Member Posts: 13,358 Trailblazer
    https://community.acer.com/en/discussion/comment/1188376#Comment_1188376

    Uninstall the Fingerprint Driver

    1. Go to Device Manager.
    2. Select Biometric devices.
    3. Right-click on your fingerprint driver.
    4. Select Uninstall device.
    5. Restart your computer to automatically reinstall the latest fingerprint driver.

    If this did not help try the next method.

    Disable Faulty USB Drivers

    1. Relaunch the Device Manager, scroll down to Universal Serial Bus Controllers, and check if one of the controllers has a yellow triangle with an exclamation mark on it. This indicates the device is not working properly.
    2. Right-click on the faulty USB driver, select Properties, and click on the Driver tab. Then hit the Disable device button. Check if the fingerprint option is now available.
    3. Enable the USB driver and if still faulty, update or roll the driver back to an earlier version.

  • Pedro123
    Pedro123 Member Posts: 17 Troubleshooter

    “Uninstall the Fingerprint Driver”

    “Disable Faulty USB Drivers”

    Thanks also, but neither worked.

    I'm going to contact Acer as I'm still under warranty.

  • brummyfan2
    brummyfan2 ACE Posts: 28,467 Trailblazer
    https://community.acer.com/en/discussion/comment/1188413#Comment_1188413

    Yes, get it fixed under warranty.

    Acer Predator PT516-51s Performance Results - UserBenchmark

  • Pedro123
    Pedro123 Member Posts: 17 Troubleshooter

    Since the last post Acer has gone from bad to impossible with one screwup after another. Support from Columbia (1st level) was not ablt to fix. They said I need to send it in for repair - and I had to pay shipping. After much screaming they agreed to pay return shipping. Took a week to get the computer back. They said it was "fixed" - WRONG, same problem. Again on the phone to Columbia for almost a hour. They greed to send it to 'Level 2" - U.S. based support from Texas. I talked to TX for about another hour (too long a story) and they could not fix. Said they would "expedite" shipping back to TX - this was on Friday. Did not get anything except an email saying I had to pay for shipping. Again on phone to Columbia on Mondy and finally got a shipping label. Fedex said they would pickup on Tuesady. On Monday Fedex showed up on the original shipping request - but no expidite. On Tuesday Fedex showed up for MY shipping label pickup - No one at Acer knows anything about communication. Acer has had this computer longer than I have. My last request to Level 2 was for either a new computer or my money back. I doubt that will happen, but I prefer my money back.

    Acer did send me a request for product review LOL. Which you can imagine was not complimentary. They followed up with a non functioning link to read their "helpful" response. But no access for me. This company is a total waste teaming with incompetencey. I already had another Acer computer (Win7)- but this will be my last.

  • Pedro123
    Pedro123 Member Posts: 17 Troubleshooter

    Fingerprint sensor fixed. First attempt only replaced sensor. Second attempt replaced cord to sensor. Now it works, quite good actually. But Acer suffered irreputable damage to my confidence and trust for them. Never another product from Acer given the list of customer failures on this issue.

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