Windows Hello Fingerprint not working

Anonymous
2019-12-17T11:18:46+00:00

Hi

I have a problem with windows hello on my laptop. In the normal settings, it says "We couldn't find a fingerprint scanner compatible with Windows Hello Fingerprint".

This problem has been around for about a month a half now, hoping that a software update would fix it. It hasn't been fixed. My laptop is a hp envy x360 convertible ds-0xxx. This laptop has a fingerprint reader on it, and it worked for when I got it.

I have tried all of the obvious things, like shut down and restart. I have looked into other people's similar problems, non of those fixes work.

In device manager, it doesn't say that there is a biometric catergory, to find the device in said catergory. [see photo...]

I have check mostly everything to check if something needs updating, but nothing does.

On the lock screen, it says "Something went wrong on our end".

Can someone help please, nothing makes any sense at all.

***Modified title from: windows hello won't work***

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

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Anonymous
2020-10-14T04:07:04+00:00

I had the same problem as everyone else and finally decided to try and fix the problem.  Under my device manage I had the little yellow triangle that signaled an error of some sort.  Synaptics WBDI SGX was the driver name.  Tried everything listed in the various replies of this thread without any luck.  I even tried updating the drivers and got the message that they were already up to date.  Finally I decided to try a different update that I had dismissed previously and it worked instantly!  

What I did that finally worked was this:

windows + X

click on device manager

right click on the driver under Biometric Devices (If it is hidden click view and then show hidden devices to see it)

click update driver

click the SECOND option which says BROWSE MY COMPUTER for drivers. (The first option just told me the best drivers were already installed.)

Click let me pick from a list of available drivers on my computer

Click the driver listed.  (I only had one listed and it was the same as the one I was trying to fix Synaptics WBDI SGX)

Click next

Let the install complete.

At this point my yellow triangle vanished.

I then went straight to my sign in options setting screen (which you can type in the search bar for easy access) and when I clicked windows hello fingerprint it said it was ready for me to use!  No restart required.

I share this in the hopes that it helps someone else who had no luck with any of the other methods listed.

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  1. Anonymous
    2021-01-27T21:23:42+00:00

    It's been awhile for me.  If I remember correctly, yes, there was some kind of Windows update and it stopped working.  I contacted Microsoft who escalated me up a level, but they couldn't help me.  I contacted LG (my laptop manufacturer) who couldn't help me.  I can't remember which order I did them but in the end the support person said "hum, guess you could reset your laptop back to the manufacturer setting" at which point I said no thanks.  The amount of time it would take to get everything set up and then it might not even fix the problem...now I just live with entering my pin :-(.  Such a bummer because one reason I chose this laptop was the fingerprint reader.

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  2. Anonymous
    2021-01-27T20:57:54+00:00

    Thanks for replying so quickly. This is so frustrating as i got this laptop for Christmas so its just 1 month old, although it has never worked. I might just contact the amazon seller as they had good customer support with another issue I had, so ill ty that. good luck to you!

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  3. Anonymous
    2021-01-27T20:57:22+00:00

    I'm curious, did you do the major Windows Update with all the new features?  That's what broke it on my laptop.  Hello fingerprint was working, did the update, Hello fingerprint doesn't work. Still trying to figure out how to fix it.

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  4. Anonymous
    2021-01-27T20:54:26+00:00

    I have tried everything that's been suggested with no luck.  My fingerprint reader still doesn't work :-(.

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