The motherboard on a user's company laptop was recently replaced. Now the user is unable to log in using the fingerprint reader. The fingerprint reader is working but it does not recognize the…

The correct answer is C. Access the BIOS and clear the TPM. When the motherboard of a laptop is replaced, any data stored in the Trusted Platform Module (TPM) is lost. The TPM is a hardware module that securely stores data such as encryption keys, certificates, and, in this case, fingerprint data. If the fingerprint data was stored in…

Hardware and network troubleshooting

Question

The motherboard on a user's company laptop was recently replaced. Now the user is unable to log in using the fingerprint reader. The fingerprint reader is working but it does not recognize the user's fingerprint. Which of the following should a technician perform FIRST to fix the issue?

Options

ARestore the system to a previous recovery point
BReinstall the fingerprint software
CAccess the BIOS and clear the TPM
DUpdate the drivers and the fingerprint software
EFlash the newest BIOS firmware that is available

How the community answered

(47 responses)

A
2% (1)
B
6% (3)
C
81% (38)
D
2% (1)
E
9% (4)

Explanation

When the motherboard of a laptop is replaced, any data stored in the Trusted Platform Module (TPM) is lost. The TPM is a hardware module that securely stores data such as encryption keys, certificates, and, in this case, fingerprint data. If the fingerprint data was stored in the TPM, it would be lost with a motherboard replacement. Clearing the TPM ensures it's ready for new data. Once the TPM is cleared, the user would likely need to re-enroll their fingerprint for the reader to recognize it again.

Topics

#Biometric authentication#TPM (Trusted Platform Module)#Motherboard replacement#BIOS/UEFI

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