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‘Couldn’t recognize that fingerprint’ Windows Hello error

8 min. read

Updated onOctober 4, 2023

updated onOctober 4, 2023

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With the introduction ofWindows Hello, Microsoft added a few extra security layers with a few versatilebiometric options. The fingerprint scanner is commonly used, and it’s held in high regards when it comes to its security value (look at all those smartphones). Once established, you’ll be able to go past the lock screen with just a touch. However, it seems that thefingerprint recognitionfailed for some users and they were acquainted with the “Couldn’t recognize thatfingerprint” error.

FIX: Couldn’t recognize that fingerprint Windows Hello error

1: Re-assign new fingerprint and try again

Let’s start the troubleshooting by re-assigning the newfingerprint. Before that, let’s briefly explain why there might be a bug with thefingerprintreadings. Since Microsoft provides software forfingerprints, you won’t need any associated third-party software. But, the thing is this whole Hello addition was primarily targeting Surface devices.

And it hardly works with the same success with other OEMs. Thus, Microsoft Hello and the accompanyingsign inoptions display lots of bugs on Lenovo and Dell laptops. And, for that reason, you’ probably need to re-establish thefingerprintsign-in profile more times than you would like.

Here’s how to do it, including the PIN resetting:

2: Use Local account and update Windows

The same reason. IfWindows 10update broke yourfingerprintreader and it gives you the “Couldn’t recognize thatfingerprint” error, you might look for alternatives. Lots of affected users managed to address the problem but, in exchange, they were able to use thefingerprintonly on Local account instead of theMicrosoft account.

You can try it out. Of course, you can always sign-in to Microsoft account after passing the lock screen. Here’s how to do it:

In addition, for the aforementioned reasons, confirm that you have the latest version ofWindows 10. ManualWindows 10updating is done this way:

3: Run Hardware Troubleshooter

Windows 10 is here to stay and, over the period of almost 3 years, it pilled up hundreds of issues and errors. Tech enthusiasts were dealing with those in the beginning, but Microsoft finally decided to give a helping hand. At least, when it comes to Windows native features. They’ve added the unified Troubleshooting menu, which includes Hardware and Devices troubleshooter. The troubleshooter which should come in handy in this situation.

After you run it, the dedicated troubleshooter should resolve theerrorat hand. And here’s how to run it:

4: Reinstall fingerprint scanner drivers

As thefingerprintscanner is the piece of hardware, regardless whether it’s a built-in or an external variation. And hardware needs proper software to work in a seamless manner. For that purpose, we encourage you to check thefingerprintdriver. Even better, reinstall it and move from there.

Here’s how to reinstallfingerprintdriver onWindows 10:

In addition, you can navigate to the official OEM’s site and download proper drivers.

5: Clean fingerprint scanner from debris

This might seem obvious, but it’s often neglected. Namely, we’re dealing here with the sensitive equipment and even the smallest grain, grease, or dust can cause false readings. In those state, yourfingerprintwill hardly perform. So, we suggest thorough clean up.

The best way to clean fingerprint scanner is with a slightly wet cloth and dry one afterward. You can use some other cleaning chemicals, but be careful not to damage the scanner as some of those are abrasive.

6: Check Power Options

Power options which are found in the Device Manager deal with the individual devices. The intention was to preserve the power consumption, by disabling various inactive devices. The same option is available for biometric devices, which are fingerprint scanners. But, even though it’s useful in theory, this setting might disable a certain device permanently (until the reboot cycle) and keep it in the “sleep” mode.

What we need you to do is go to Device Manager and disable this option completely for the biometric device. Follow these instructions to do it:

7: Delete the Profile folder and start again

Another workaround some that worked for some users includes deleting all credentials of the system folder where the Profile credentials are stored. However, this is a risky procedure and you’ll need to take the ownership of the named folder in order to proceed. We wouldn’t recommend it, but since it seemingly works for others — it found the place on this list.

Before moving on, make sure to create a restore point. After you’ve done that, move on with the steps we provided below:

8: Rollback or reset Windows 10

In the end, we can only concur that the system is the one to blame for the issue. If theerroris persistent, we can only point you towards therecovery options. Two of them, to be exact. If thefingerprintsensor started misbehaving after the latest major update, the Rollback option is a better choice. On the other hand, if the issues emerged for no apparent reason, resettingPCto factory values is, in our opinion, a better choice.

Here’s how to rollback yourWindows 10to previous major build or reset it to factory settings:

With that, we can conclude this article. We can only hope that these steps helped you resolve the “Couldn’t recognize thatfingerprint” error in Windows Hello sign-in. If there is some additional information you consider useful, feel free to share it with us. The comments section is just below.

‘Couldn’t recognize that fingerprint’ Windows Hello error#

FIX: Couldn’t recognize that fingerprint Windows Hello error#

1: Re-assign new fingerprint and try again#

2: Use Local account and update Windows#

3: Run Hardware Troubleshooter#

4: Reinstall fingerprint scanner drivers#

5: Clean fingerprint scanner from debris#

6: Check Power Options#

7: Delete the Profile folder and start again#

8: Rollback or reset Windows 10#