The error message “We couldn’t find a fingerprint scanner compatible with Windows Hello Fingerprint” typically appears when a user attempts to sign in with the fingerprint scanner, but Windows fails to detect or validate the device. Even if the fingerprint scanner worked earlier, this issue signals that Windows cannot find a compatible fingerprint scanner or the required driver needed to support the Windows Hello biometric framework.

In most cases, the root cause is a corrupted or missing fingerprint driver. However, other factors can also trigger this issue, including:

• Misconfigured power/standby modes that prevent proper device initialization.
• Hardware disabled at the BIOS level, stopping Windows from detecting the fingerprint scanner.
• Biometric features turned off through the registry, causing authentication failures.

To resolve this error, follow the step-by-step solutions below.

1. Enable the Sign-in with External Hardware Option

If you are using an external fingerprint scanner, Windows Hello may not detect it by default because the external biometric option is turned off. By enabling the “Sign-in with external camera or fingerprint scanner” option in Settings, you allow Windows to recognize and authenticate the connected fingerprint scanner properly.

1. Open Settings and select Accounts from the left pane.
2. Scroll down slightly and click Sign-in options.
3. Scroll further down to the Additional settings section.
4. Locate the Sign-in with external camera or fingerprint scanner option and toggle it ON.
5. Restart your computer and verify if the fingerprint scanner is now detected.

2. Reinstall the Surface Keyboard

If your fingerprint scanner is built into the Surface keyboard, an outdated, corrupted, or misconfigured driver can prevent it from functioning correctly. Reinstalling the keyboard removes and reinstalls the driver package, including the biometric components, ensuring a stable connection between the keyboard and Windows Hello.

1. Press Win + X keys and select Device Manager.
2. Expand the Keyboards category.
3. Right-click on your Surface keyboard and select Uninstall.
4. Confirm the uninstallation when prompted.
5. Disconnect the keyboard and wait a few seconds.
6. Reconnect it, and Windows will automatically reinstall the required drivers.
7. Restart your computer and check if the fingerprint scanner works again.

3. Manually Reinstall the Fingerprint Driver

Like other device drivers, fingerprint scanner drivers can become outdated, corrupted, or replaced with a generic version that lacks full Windows Hello support. Manually reinstalling the correct driver from your device manufacturer ensures compatibility, stability, and reliable communication between the scanner and Windows.

1. Press Win + X and select Device Manager.
2. Expand the Biometric devices section.
3. Right-click on your fingerprint scanner and choose Uninstall device.
4. Visit your device manufacturer’s official website, such as Dell or Asus.
5. Enter your device name and model in the search bar.
6. Download the latest Fingerprint/Biometric driver available.
7. Run the downloaded installer and complete the setup process.
8. Restart your computer to apply the changes and test the fingerprint scanner again.

4. Change the Power/Sleep Mode Setting via Registry Editor

Windows systems that use Modern Standby (S0) can keep the fingerprint scanner in a low-power or suspended state. This often prevents it from initializing properly after sleep or restart. By changing the registry to enable ACPI S3 sleep mode, you disable Modern Standby and ensure the fingerprint scanner powers down and resets cleanly.

1. Press Win + R, type regedit, and press Enter.
2. Navigate to the following path:

   HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Power

3. In the right pane, right-click, hover over New, and select DWORD (32-bit) Value.
4. Name the new value PlatformAoAcOverride.
5. Double-click on it and set the Value data to 0.
6. Click OK, close the Registry Editor, and restart your PC.
7. Once restarted, check if the fingerprint scanner initializes correctly.

5. Update Your BIOS to the Latest Version

An outdated BIOS firmware can cause the fingerprint scanner to fail during hardware initialization or power state transitions. Updating your BIOS ensures that the firmware and hardware are fully compatible with Windows Hello, often resolving stubborn fingerprint detection issues.

For detailed instructions, follow our step-by-step BIOS update guides:

• How to Update BIOS on HP Laptop
• How to Update BIOS on Dell
• How to Update BIOS on Lenovo

If none of these steps work, it may indicate a hardware fault, and contacting your device manufacturer’s support is recommended.