In Acer SFE16-43, fingerprint reader & touchpad stopped working

nexV4
nexV4 Member Posts: 3 New User
edited March 24 in Swift and Spin Series

Good Morning

bought the above notebook 4 month ago. Fingerprint reader and touchpad worked fine. In the past month the fingerprint reader stopped working. A few days later the touchpad stopped working as well. The device-manager shows an ELAN filter for the touchpad under HID devices and mouse topics. Can't find the fingerprint reader driver. ( both installed from the ACER Support website ) The biometric devices are gone in the device-manager. The service Windows Biometric Services start intermitted automatic; often has to be started manually ( despite the settings ) has anyone had similar problems? Help is welcome.

[Edited the thread to add issue detail]

Answers

  • Puraw
    Puraw ACE, Member Posts: 13,551 Trailblazer

    Restore the system to a date in January 2024, type Restore in Windows11 Search and click on "Create a restore point", at the top left click on "System Restore" and select a date your Touchpad etc. was still working.

  • nexV4
    nexV4 Member Posts: 3 New User

    Hello

    Thanks a lot for your advice; I tried to do a restore point from the past Dec.2023. Didn't work though, it seems that some SW ev. FW components are missing. Opened support cases at ACER and they could not help either. They want to return the notebook in order to fix…

    Kind Regards

  • billsey
    billsey ACE Posts: 34,313 Trailblazer

    And likely returning it for repair (or if it's new enough, swapping it out with your vendor) is going to be the best choice. The touchpad and fingerprint sensor are internally connected differently. The fingerprint sensor is on an internal USB 2.0 port, the touchpad uses eSPI and I2C, so a corrupt driver issue isn't likely to hit both of them. You might have an issue with the system drive, corrupting files that just happen to present as these issues or more likely it's a motherboard problem, which they will fix by replacing it.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • nexV4
    nexV4 Member Posts: 3 New User

    Good Morning Billsey

    Thanks for your message and explinations; I'm about that far to send this notebook to the ACER Support, don`t think the vendor will exchange it. ( Which would be definitly the best solution ) - Made many tests with SW tools and UBUNTU in order to check the HW components ; the fingerprint ( Power Button ) never appeared…

    Kind Regards

  • billsey
    billsey ACE Posts: 34,313 Trailblazer

    Yes, typically a vendor only allows something like 30 days for a swap… But check with them, some do allow more time.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.