USB Fingerprint reader – Windows Hello says “We couldn’t find a fingerprint scanner compatible with Windows Hello”

Troubleshooting Windows Hello: Resolving “No Compatible Fingerprint Scanner” Error with USB Fingerprint Readers

Introduction

Windows Hello offers a seamless and secure way to authenticate using biometric data, primarily through fingerprint scanners. However, users sometimes encounter issues where Windows Hello fails to recognize connected devices, displaying messages like “We couldn’t find a fingerprint scanner compatible with Windows Hello.” This guide explores common causes and effective solutions when dealing with USB fingerprint readers that are detected but not recognized by Windows Hello.

Case Overview

Consider a typical scenario: a user purchases multiple USB fingerprint readers for testing purposes. Initially, both devices function properly with Windows Hello. One device operates well for the user, while the other, after being used on a different computer, no longer is recognized by Windows Hello on the primary device. Despite the device being correctly detected in Device Manager and functioning on another computer, Windows Hello fails to recognize it on the original machine.

Key Observations:
– The device appears properly in Device Manager, with drivers installed automatically.
– The same hardware works flawlessly on a different computer, ruling out hardware failure.
– Multiple USB ports tested yield the same result.
– Reinstalling drivers, removing and re-adding devices, and creating new user profiles do not resolve the issue.
– Disabling and re-enabling Windows Biometric Service and clearing biometric data have no effect.
– The device initially detected as CS9711 and later as ChipSailing Fingerprint UsbDriver.

Potential Causes

1. Driver Conflicts or Residue: Multiple fingerprint readers may leave residual driver data or configuration conflicts.
2. Biometric Database Corruption: Biometric data stored locally could be corrupted or incompatible.
3. Windows Hello Configuration Issues: Accumulated drivers or device instances can confuse Windows Hello.
4. Hardware Compatibility: Despite detection, some devices may not meet all Windows Hello requirements.

Recommended Solutions

1. Remove Existing Biometric Data and Drivers
– Navigate to Settings → Accounts → Sign-in options.
– Under “Manage how you sign in to your device,” select “Windows Hello Fingerprint” and remove existing fingerprints.
– Open Device Manager:
– Locate all fingerprint devices under “Biometric Devices” or related categories.
– Uninstall all fingerprint reader drivers, opting to delete driver software when prompted.
– Restart your computer to complete cleanup.

2. Use Windows Built-In Troubleshooter
– Run the Windows Troubleshooter for Hardware and Devices:
– Settings → Update & Security → Troubleshoot → Additional troubleshoot