topic Re: Galaxy Book3 Pro fingerprint sensor comes and goes every few minutes in Computers

Galaxy Book3 Pro fingerprint sensor comes and goes every few minutes

vauron — Wed, 12 Mar 2025 00:59:18 GMT

In any given minute there is about a 50% chance that the fingerprint scanner on my recently purchased Galaxy Book3 Pro (NP940XFG) is known to Windows 11. I've uninstalled it, and it's back after a reboot and I can train two of my fingers on it with no problem using Accounts > Sign-in Options > Fingerprint recognition.

Whenever it's not working, the error message in Sign-in Options is always "we couldn't find a fingerprint scanner compatible with Windows Hello Fingerprint". Yet whenever I look in Device Manager it always says the EgisTec Touch Fingerprint Sensor is working fine with no error messages, other than for when I uninstall it and Windows then reinstalls it, suggesting it's not a hardware problem. Once reinstalled, training works fine, after which it goes back and forth to working/not working every few minutes.

Apparently Win11 is not getting on well with the device driver. Has Samsung seen this problem, and if so does it have a device driver that fixes the problem?

Re: Galaxy Book3 Pro fingerprint sensor comes and goes every few minutes

userGGCC6ora9W — Wed, 02 Aug 2023 03:57:19 GMT

My gateway ultra slim 15 did the same thing I couldn't log in to my laptop using the fingerprint scanner on the touchpad I checked gatewayusa.com to find the right device driver for a gateway ultra slim model (GWNR71517) but no luck though but after resetting it did work again and now

Re: Galaxy Book3 Pro fingerprint sensor comes and goes every few minutes

vauron — Sat, 05 Aug 2023 06:15:32 GMT

Didn't help.

Re: Galaxy Book3 Pro fingerprint sensor comes and goes every few minutes

Samsung_Moderator — Mon, 07 Aug 2023 18:20:43 GMT

Hello! Thank you for reaching out! I see how this can be disappointing with not being able to use your finger print scanner on your new laptop. Since this is occuring I would recommend trying the torublehsooting from the microsfot fourm found here.

https://answers.microsoft.com/en-us/windows/forum/all/fingerprint-scanner-not-not-compatible-samsung/118a3d3e-6537-4968-82db-5f569fb15c21

If this does not help service/exchange will be recommend. You will have a couple of options based on your warranty.

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up.
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area.

https://www.samsung.com/us/support/service/locations/