Problem: 

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

Applies To: 

Dell EMBASSY Trust Suite version 2.2.3 installed on:

Latitude D420, D620, D820

Precision M65, M90, 490, 690 WS390

OptiPlex 530, 730

(XP and Vista 32-bit OS only)

See Solution: Dell EMBASSY Trust Suite

 

Dell EMBASSY Trust Suite 3.3.0.26 installed on:

Latitude D430, D530, D531, D630 (ATG, c, XFR), D631, D830, XT

Precision Mobile M65, M90, M2300, M4300, M6300
Precision WorkStation 390, T3400, R5400, T5400

OptiPlex 740, 745, 745c, 755

(XP and Vista 32-bit OS only)

See Solution: Dell EMBASSY Trust Suite

 

EMBASSY Trust Suite – Acer Edition Versions 7.3.4.7 (32 bit), 7.3.4.9 (64 bit)

installed on Acer ProShield with TPM: BXD50/BAP50

See Solution: EMBASSY Trust Suite – Acer Edition

 

EMBASSY Trust Suite – Asus Edition PBA 7.5.2.63 (32 bit)

PBA 2.5.2.23 (64 bit) installed on Asus models B53F, B53J, B43F, B43J

See Solution: EMBASSY Trust Suite - Asus Edition

 

EMBASSY Trust Suite – Enterprise (Purchased Full) Edition- Version 7.5.2.60

installed on enterprise PC’s equipped with a Trusted Platform Module (TPM).

See Solution: EMBASSY Trust Suite – Enterprise Edition

Solution: 

Verify the fingerprint sensor is recognized by the Operating System, is active and is a supported device. 

 

Dell Embassy Trust Suite

 

Confirm the sensor is recognized by the Operating System.

Open the Device Manager:

  • Vista O/S: Start/ Control Panel/ System/ Device Manager. Fingerprint device will be located under Biometrics.
  • XP O/S:  Select Start/ Control Panel/ System. Under the Hardware tab, select Device Manager.  Fingerprint device will be located under Biometrics.

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 may provide the device recognition, however it may be necessary to download a fresh driver for the sensor.  The driver for Dell fingerprint sensors is available on Support.Dell.Com under your equipment.

 

Confirm the sensor has not been turned off to save power.

Open the Device Manager:

  • Vista O/S: Start/ Control Panel/ System/ Device Manager.   Fingerprint device will be located under Biometrics.
  • XP O/S:  Select Start/ Control Panel/ System. Under the Hardware tab, select Device Manager.  Fingerprint device will be located under Biometrics.

Click Power Management Tab (if present).

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.

 

Confirm the sensor used is supported.

The Dell branded external sensor and/or the internal factory installed swipe sensor is supported.

 

EMBASSY Trust Suite – Acer Edition

Acer representatives are familiar with their hardware and the Acer custom EMBASSY Trust Suite (ETS) version of this software, and are providing the initial support for these machines and for the ETS available on this platform.  
Please contact Acer at: support.acer.com

 

EMBASSY Trust Suite – Asus Edition

Asus representatives are familiar with their hardware and the Asus version of the software and provide the initial support for these machines and for the EMBASSY Trust Suite available on this platform.  
Please contact Asus at: support.asus.com

 

EMBASSY Trust Suite – Enterprise Edition

The original equipment manufacturer can provide drivers for the sensor, the Trusted Platform Module (TPM) on their motherboard and the service used to transfer information between the TPM and software. 

After fingerprint sensor driver installation, the sensor will be detected and should allow biometric enrollment.   

 

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