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Original topic:

Galaxy Book3 Pro fingerprint sensor comes and goes every few minutes

(Topic created: 08-01-2023 07:45 PM)
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vauron
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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?

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Samsung_Moderator
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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...

 

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/

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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
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vauron
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Didn't help.

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Solution
Samsung_Moderator
Community Manager
Community Manager
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Computers

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...

 

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/

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