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?
Solved! Go to Solution.
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.
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.