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Problem: 

Fingerprint (biometric) authentication fails at a screen requesting Windows Login credentials. 

Applies To: 

EMBASSY Trust Suite (ETS) 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 and Enterprise EMBASSY Trust Suite

EMBASSY Trust Suite (ETS) 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 and Enterprise EMBASSY Trust Suite

EMBASSY Trust Suite (ETS) – 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 (ETS) – 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 (ETS) – Enterprise (Purchased) Edition Version 7.5.2.60 installed on most enterprise PC’s equipped with a Trusted Platform Module (TPM) chip.
 

See Solution: Dell and Enterprise EMBASSY Trust Suite

Solution: 

Log in to Windows with your password. Remove and re-enroll prints.

 

Dell and Enterprise EMBASSY Trust Suite

Use your Windows password to access the desktop.
 

If you do not know your Windows password, reset by using an alternate administrative account or contact your internal IT department for assistance. Windows passwords cannot be determined by enrolled biometrics.

 

If you are unable to log into Windows because you have your Authentication Type set to either ‘Biometric Only’ or ‘Password AND Biometric’ you will need to disable Secure Windows Login from within Safe Mode to allow Windows login using your Windows password.

 

To disable Secure Windows Login from Safe Mode:
 

  1. Boot your machine and press F8 to enter Safe Mode.
  2. Continue pressing F8 until the Boot Options screen appears.
  3. Select Safe Mode (not Safe Mode with Networking) and allow Windows to load.
  4. Enter the Windows username and password. If you do not have a Windows password set, leave it blank and select ‘Enter’ key.
  5. Once you are at the desktop, open the EMBASSY Security Center.
  6. Navigate to the Windows Login tab.
  7. Remove the check mark next to ‘Enable Secure Windows Login’ and select Apply.
  8. Exit and Reboot into Windows normally.

 

Remove invalid biometrics.
 

Locate the UCS2.0 folder and rename it to UCS2.0_old. The UCS folder will be located at the following path:

 

 

Clear the fingerprints from the Fingerprint Reader using the following process:

 

  • Download the DeleteUsers Utility: DeleteUsers.zip and unzip the files to your desktop. 
    If you cannot click on the link, copy and paste it to your browser window.
  • Double click DeleteUsers.exe to run the utility. You will see a list of users who currently have fingerprints enrolled on the fingerprint device.
  • Double click a user to delete all fingerprints currently saved on the fingerprint device for that user.
  • Repeat the process for additional users.
  • Reboot.
     

(Optional) Re-enroll your biometrics, select "Enable Secure Windows Login" and select Apply. 

 

Solution: EMBASSY Trust Suite – Acer Edition

Acer representatives are familiar with their hardware and the Acer EMBASSY Trust Suite (ETS) version software and provide the initial support for machines with ETS provided on this platform.
Please contact Acer at: Support.acer.com.

 

Solution: EMBASSY Trust Suite – Asus Edition

Asus representatives are familiar with their hardware and the Asus EMBASSY Trust Suite (ETS) version software and provide the initial support for machines with ETS provided on this platform.  
Please contact Asus at: http://support.asus.com/techserv/techserv.aspx?SLanguage=en-us

 

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

Support Software Download: 
Package icon DeleteUsers.zip