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Fingerprint Reader Fails to Recognize Registered Fingerprints

Release Date November 11, 2015
Product(s) Affected   Kangaroo Mobile Desktop
Operating System  Microsoft Windows 10 


The information in this document, including products and software versions, is current as of the Release Date. This document is subject to change without notice.

Problem Description

After successfully registering fingerprints with Windows Hello some users may experience an intermittent condition which prevents the Synaptics Fingerprint sensor from successfully detecting and reading registered fingerprints. The condition is most commonly known to occur under the following circumstances:

  • After resuming from Sleep/Standby mode.
  • After extended periods (E.g., several days) of operational use without being shutdown or restarted. 



This issue has been isolated to a intermittent condition with the Synaptics fingerprint driver. A solution is now available in the form of a driver update, which is available from Windows Update.


Driver Installation Instructions

  • Click Start > Settings > Update & Security
  • Select Windows Update
  • Click Check for Updates 



Step-1: Opening Settings > Update & Security
  • Click on the Start  menu icon
  • Select Settings .
  • Click Update & Security (as illustrated below) 
Step-2: Initiating Windows Update
  • Select Check for Updates from the Windows Update panel (displayed by default)

Please note:

  • The system may prompt you to restart/reboot, depending on the number and type of updates delivered through Windows Update
  • Once Windows Update has completed you can follow the steps below to validate the driver update.


Verifying Successful Installation of the Latest Driver
  • Click on the Start  menu icon
  • Select Settings .
  • Click Update & Security
  • Select Advanced Options


  • Choose  View Update History (as illustrated below).


If after completing the above procedures the Synaptics driver has not been updated, please follow the below steps to manually install the driver. 


Alternative Installation Method: Device Manager
  • Right-click on the Start  menu 
  • Select Device Manager
  • Click on the Biometric Devices component category 
  • Double-click on the the Synaptics WBDI component
  • Select the Driver tab, and click Update Driver.
  • Click Search automatically for updated driver software.
  • See below illustrations for reference:







NOTE: After completing the above steps you may verify successful installation by comparing the date and version of the driver as below







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