220-1102 Question 329
Single answerFingerprint scannerA company issues new Windows 11 laptops with built-in fingerprint scanners for sign-in through Windows Hello. One user reports that the fingerprint reader worked during initial setup, but after a recent driver update the user can no longer sign in with a fingerprint. In Settings, the fingerprint option is unavailable, but the webcam and PIN sign-in still work. Device Manager shows the biometric device with a warning icon. Which action should the technician take FIRST to restore fingerprint sign-in?
- A
Roll back or reinstall the biometric device driver in Device Manager
- B
Disable the PIN requirement so Windows Hello forces fingerprint authentication
- C
Reset the user's Microsoft account password and re-enroll the fingerprint
- D
Replace the laptop's webcam because Windows Hello requires a camera for fingerprint authentication
Show answer and explanation
Correct answer: A
Explanation
This question focuses on practical troubleshooting of a fingerprint scanner in a Windows Hello environment. The key clues are that the problem started after a driver update, the fingerprint option is unavailable in Settings, and Device Manager shows a warning icon on the biometric device. Those indicators point first to a driver malfunction rather than an account, enrollment, or unrelated hardware problem. Best practice is to verify hardware status in Device Manager, then roll back or reinstall the correct driver from the system manufacturer or biometric device vendor. Microsoft documentation for Windows Hello and Device Manager troubleshooting supports verifying driver and device status when biometric sign-in options disappear or become unavailable.
- A. Correct.
Correct. The warning icon in Device Manager strongly indicates a driver problem with the biometric device. Since the issue began after a driver update and the fingerprint option is now unavailable, the best first step is to roll back the updated driver or reinstall the correct vendor-supported biometric driver. This is a practical troubleshooting step that addresses the most likely root cause before changing account settings or replacing hardware.
- B. Incorrect.
Incorrect. Windows Hello can use multiple sign-in methods, including PIN and fingerprint, and disabling the PIN does not repair a failed biometric device or driver. In fact, the PIN is commonly retained as a fallback authentication method. Removing it would not make the fingerprint scanner functional again.
- C. Incorrect.
Incorrect. A password reset and fingerprint re-enrollment may be appropriate if the scanner is working but the stored fingerprint template is corrupted or no longer recognized. In this scenario, however, the fingerprint option is unavailable and Device Manager shows a warning icon, which points to a device or driver issue rather than a user credential issue.
- D. Incorrect.
Incorrect. A webcam is used for facial recognition, not fingerprint authentication. Windows Hello supports different authentication methods independently, so a failed or missing camera does not prevent a fingerprint scanner from working. Replacing the webcam would not address the biometric device warning shown in Device Manager.