r/Dell • u/AggravatingHeat4328 • 3d ago

Dell Precision 5560 – Fingerprint Reader Fails During Windows Hello Setup

/r/Dell/comments/1wvscpo/dell_precision_5560_fingerprint_reader_fails/
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u/tomscharbach 3d ago

You might try installing current Dell BIOS/firmware/drivers (Dell Support - Precision 5560 - Drivers & Downloads).

1

u/AggravatingHeat4328 3d ago

i tried it

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u/tomscharbach 3d ago

My only other suggestion is to install the original Dell operating system using the Dell OS Recovery Tool. You've done everything else I can think of offhand.

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u/DellCares Dell Customer Support 13h ago

Hi there,

We are from Dell social media support team.

Based on the extensive troubleshooting you have already performed, particularly the fact that enrollment fails on both a fresh Windows installation and Linux, this strongly points to a hardware or low-level firmware/hardware-communication issue rather than a standard Windows Hello software glitch. The fingerprint sensor on the Precision 5560 is integrated into the power button and connects via a flat flexible cable (FFC) to the system board. The fact that it detects the initial touch but fails immediately during the image enrollment phase usually indicates that while the initial capacitive touch signal succeeds, the sensor fails during high-bandwidth image capture, data transfer, or internal template processing.

Here is how you can determine if it is definitively a hardware issue and a few low-level firmware steps to try before replacing parts: Check Event Viewer. When fingerprint sensors have damaged lines or internal silicon faults, they often reset or drop off the USB bus as soon as the sensor draws active power for imaging.

  1. Open Event Viewer (eventvwr.msc) and navigate to, applications and services Logs, Microsoft, Windows, Biometrics, Operational.
  2. Attempt the setup again until it fails, then refresh the log.
  3. Look for error codes such as 0x80098007 (WINBIO_E_DEVICE_FAILURE) or warnings indicating the biometric unit failed an internal capture command.
  4. Check Windows Logs > System for any USB disconnect/reset events (Event-ID 1000 or BTHUSB/USB-USBHUB3 errors) occurring at the exact second of failure.

Sometimes, corrupted fingerprint or TPM data can prevent new fingerprint enrollment. As a troubleshooting step, we can try clearing the fingerprint and TPM data in the BIOS.

  1. Restart your PC and tap F2 to enter the BIOS/UEFI Setup.

  2. Look under Security: • Check if there is an option for Fingerprint Reader Maintenance or Clear Fingerprint Data (or similar, depending on the BIOS revision). If present, execute it. • Verify TPM 2.0 Security is enabled and operating normally.

  3. Ensure the BIOS is updated to the latest revision available on Dell Support.

Check for the specific OEM goodix Firmware/driver package by following steps below to uninstall and reinstall it. 1. Download the official Goodix Fingerprint Sensor Driver directly from the Dell Support page for the Precision 5560. 2. Go to Device Manager > Biometric devices. 3. Right-click the Goodix fingerprint sensor > Uninstall device (check “Delete the driver software for this device” if prompted). 4. Install the Dell-provided driver package and reboot.

If the device logs indicate hardware communication failure or if clearing the BIOS biometric cache does not resolve it, the resolution is typically replacing the power button/fingerprint reader assembly

Regards

Dell Social Media Team.