Problem: 

Attempting to enroll biometrics returns the following message: “An error occurred during Fingerprint Enrollment. Please try to re-enroll this fingerprint. If you continue to receive this error please contact Technical Support”.

 

Applies To: 

Dell ControlPoint (DCP) Security Manager Versions 1.X installed on:
 

Latitude 13, E4200, E4300, E6400, E6400 ATG, E6400 XFR, E6410, E6410 ATG, E6500 and E6510, XT2 and XT2_XFR, Z600
OptiPlex 380, 580, 760, 780, 960, 980, XE
Precision Mobile M2400, M4400, M4500, M6400, M6500
Precision WorkStation T3500, T5500, T7500

See Solution: Dell DCP

 

Dell ControlPoint (DCP) Security Manager Versions 1.X installed on:
 

Latitude E5400, E5410, E5500 and E5510

See Solution: Dell DCP E5x00-10 Machines

Solution: 

Dell DCP

 

Clear all partial or previous enrollments using the ‘Clear All’ function and re-enroll.

  1. Navigate to the Platform Security Modules Tab within EMBASSY Security Center (ESC).

    If this tab is not available, a ControlVault firmware upgrade is needed. If the tab is unavailable:
  • Download the firmware update from www.support.dell.com. Search for the PC model, Operating System, and bit architecture under the drivers and downloads section.Expand the ControlPoint Section or Security Section (varies by platform)
  • Once downloaded, run the firmware executable file. This will unzip the contents to a folder on your local machine
  • Navigate to the “firmware” folder, and run the ushupgrade executable file. (Windows Vista and Windows 7 users right click and select to Run as Admin)
  • Once the wizard opens, click the Start button to install. Follow the prompts and reboot on completion.
  1.  Create a ControlVault Admin password (this will be cleared during the ‘Clear All’ process)
  2.  Use the CLEAR ALL function to remove all previously enrolled credentials

Enter all passwords as prompted.  If the TPM has been activated in the BIOS and owned in ETS, you will be prompted to enter your TPM owner password. 

After the ‘Clear All’ process completes, reboot and attempt enrollment.
 

 

Dell DCP E5x00-10 Machines]

 

Clear all partial or previous enrollments and re-enroll.

  1. Remove invalid biometrics by removing the UCS folder and reset the fingerprint reader. 
  • Locate the UCS2.0 folder and rename it to UCS2.0_old. The UCS folder will be located at the following path:
    XP: C:\Documents and Settings\All Users\Application Data\Wave Systems Corp\UCS2.0
    Vista or Windows 7: C:\Program Data\Wave Systems Corp.\UCS 2.0


    If you are unable to rename this folder you will need to change the folders permissions to allow access.
  1. Right click on the UCS folder and select Properties
  2. Click Security Tab
  3. Select the Administrator’s group
  4. Click the Advanced button
  5. Select Administrators
  6. Click the Permissions tab or Change Permissions as appropriate
  7. Include inheritable permissions form this object’s parent and Replace all child object permissions with inheritable permissions from this object boxes should be checked
  8. Next click apply/ok
  9. Rename the UCS folder to UCS2.0_old
  • Reset the fingerprint sensor
  1. Navigate to: ‘C:\Program Files\Dell\Security Device Driver Pack\Authentec AES2810 Fingerprint Reader\Tools’ and select AESReset.exe.
    Please contact us for further assistance if you are unable to locate this tool after confirming Show hidden files and folders’ is enabled.
  2. Open the reset tool
    Vista and Windows 7: Right click and run as administrator to launch AESReset.exe
    XP: Double-click AESReset.exe
  3. Follow the reset process:
  • Message Displays: Please place finger on sensor
  • Place finger on sensor.
  • Message Displays: You may remove your finger now
  • Remove Finger from sensor
  • Message Displays: Operation Complete.
  • Power cycle machine.
  1. Re-enroll biometrics, select "Enable Secure Windows Login" and select Apply.
  2. Reboot the machine. 

 

If the information provided above did not resolve your issue or you have any additional questions, please complete our Support Request Form