Problem: 

No fingerprint Device is present, enrollment option is not available or error message displayed stating “Connect a Fingerprint Sensor”.

Applies To: 

Dell Data Protection|Access versions 2.0.X, 2.1.X, 2.2.X installed on:
 

Latitude E4310, E4320, E6220, E6320, E6330, E6410 (ATG), E6420 (ATG, XFR), E6430, E6510, E6520, XT3 (XFR)
Precision Mobile M2400, M4400, M4500, M4600, M6400, M6500, M6600
Precision Desktop R5500, T1500, T1600, T3500, T3600, T5500, T5600, T7500, T7600
Optiplex 380, 580, 760, 765, 790, 960, 980, 990, XE

See Solution: Dell DDP|A Machines

 

Dell Data Protection|Access versions 2.0.X, 2.1.X installed on:
 

Latitude E5410, E5420, E5420m, E5430, E5510, E5520, E5520m, E5530

See Solution: Dell DDP|A E5x10-20 Machines

 

 

Solution: 

Dell DDP|A Machines
 

Verify the fingerprint sensor is recognized by the Operating System, is active and is a supported device.  If the fingerprint sensor has recently been replaced, calibration may be necessary.  
 

  1. If the fingerprint sensor device has been recently replaced, calibration may be necessary.

    Please contact Dell support or complete a Support Request Form to have your sensor calibrated.
  2. Confirm the fingerprint sensor is recognized by the Operating System.
  • Open Device Manager:
    Vista/Windows 7: Select Start > Control Panel > System > Device Manager.The fingerprint device will be located under Biometrics or Control Vault Device (varies by machine).
    XP:  Select Start > Control Panel > System > Hardware > Device Manager.  The fingerprint device will be located under Biometrics or Control Vault Device (varies by machine).
  • Confirm biometric entry exists, has no yellow question mark indicting unknown device, no red line through the listing, and when double clicked General tab displays “Device is working properly”.
  • If the device is not recognized, the driver may not have been installed, or the installation could have been impaired by firewalls or antivirus programs. A repair on the driver pack from Add/Remove programs or Programs and Features may provide the device recognition; however it may be necessary to download a fresh driver for the sensor.  Dell provides the driver for this sensor on Support.Dell.Com.
  1. Confirm the fingerprint sensor has not been turned off to save power.
  • Open Device Manager:
    Vista/Windows 7: Select Start > Control Panel > System > Device Manager.
    The fingerprint device will be located under Biometrics or Control Vault Device (varies by machine).
    XP:  Select Start > Control Panel > System > Hardware > Device Manager.  The fingerprint device will be located under Biometrics or Control Vault Device (varies by machine).
  • Click Power Management Tab (if present) and uncheck the box “Allow the computer to turn off this device to save power”. Select the Driver Tab.  Select Uninstall and then OK.  Reboot the machine.

    If the automatic search for new hardware does not load, return to the Device Manager and Select Action/ Scan for hardware changes to load a new copy.
  1. If the message persists, confirm the Device is supported.
    Supported biometric devices (limited to one sensor only):

    Internal USH-connected Authentec FP (2550 same as 2810 w/o encryption)
    Internal USH-connected Authentec 1660
    Internal USH-connected Authentec FP2660
    Upek FP TCS1
    Validity SP Easter – Internal
    Internal Non-USH Sensor Authentec FP 2610 with Companion chip

 

Dell DDP|A E5x10-20 Machines
 

Verify the fingerprint sensor is recognized by the Operating System, is active and a supported device.  If the sensor has recently been replaced, sensor clearing and calibration may be necessary.  
                                                                       

  1. If the fingerprint sensor has recently been replaced, use a Dell provided tool to refresh/calibrate the sensor.

Dell provides a sensor reset tool for Authentec based sensors to address the inability to enroll fingerprints, sensors that appear not to be connected, or the inability to use currently enrolled prints. 

The tool clears the fingerprint templates and resets the sensor to its original state. However if existing enrollments exist, the UCS folder will need to be removed (or renamed) to allow biometric enrollment.

  • Locate the UCS2.0 folder and delete or rename it to UCS2.0_old. The UCS folder is located at the following path:
    XP:  C:\Documents and Settings\All Users\Application Data\Wave Systems Corp\UCS2.0
    Vista/Windows 7:  C:\Program Data\Wave Systems Corp.\UCS 2.0
    Note: “Show hidden files and folders” will need to be enabled.


    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 your finger on the sensor
  • Message Displays: You may remove your finger now
  • Remove your finger from the sensor
  • Message Displays: Operation Complete
  • Power cycle the machine
  • Attempt enrollment.
  1. Confirm the sensor is recognized by the Operating System.
  • Open Device Manager:
    Vista/Windows 7: Select Start > Control Panel > System > Device Manager.The fingerprint device will be located under Biometrics or Control Vault Device (varies by machine).
    XP:  Select Start > Control Panel > System > Hardware > Device Manager. The fingerprint device will be located under Biometrics or Control Vault Device (varies by machine).
  • Confirm biometric entry exists, has no yellow question mark indicting unknown device, no red line through the listing, and when double clicked General tab displays “Device is working properly”.
  • If the device is not recognized, the driver may not have been installed, or the installation could have been impaired by firewalls or antivirus programs.  A repair of the driver pack from Add/Remove programs or Programs and Features may provide the device recognition; however it may be necessary to download a fresh driver for the sensor.  Dell provides the driver for this sensor on Support.Dell.Com.
  1. Confirm the fingerprint sensor has not been turned off to save power.
  • Open Device Manager:
    Vista/Windows 7: Select Start > Control Panel > System > Device Manager.The fingerprint device will be located under Biometrics or Control Vault Device (varies by machine).
    XP:  Select Start > Control Panel > System > Hardware > Device Manager.  The fingerprint device will be located under Biometrics or Control Vault Device (varies by machine).
  • Click the Power Management Tab (if present) and uncheck the box “Allow the computer to turn off this device to save power”. Select the Driver Tab.  Click Uninstall, and then OK. 
  • Reboot the machine.

    If the automatic search for new hardware does not load, return to the Device Manager and Select Action/ Scan for hardware changes to load a new copy.
  1. If the message persists, confirm the Device is supported.
    Supported biometric devices (limited to one sensor only):

    Internal USH-connected Authentec FP (2550 same as 2810 w/o encryption)
    Internal USH-connected Authentec 1660
    Internal USH-connected Authentec FP2660
    Upek FP TCS1
    Validity SP Easter – Internal
    Internal Non-USH Sensor Authentec FP 2610 with Companion chip

 

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