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
    2021-11-03T03:16:30+00:00

    For a while my fingerprint reader didn't work at all. Then a Windows update magically fixed it. Now my fingerprint reader is now only working under one of my logins - my Local User Admin account. It says the Windows Hello Fingerprint option is currently unavailable under my other logins. That includes my Microsoft login account. The weird thing is I have another Local User login that has Admin privileges and it doesn't work there. It also doesn't work if I give my Microsoft login account admin privileges. Everything looks good under my Biometric Devices so it's not that the fingerprint reader doesn't work. I can't figure out what's up now or if it's another Windows bug I have to wait to have it magically fixed in a future release. Anyone have any thoughts?

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  2. Anonymous
    2021-11-01T01:58:46+00:00

    Hi,

    I tried "Windows Logo Key + X and selecting Device Manager, then double clicking on Biometric Devices to show your fingerprint scanner, double click on that and select driver," I did not have a prior version to rollback to but disabling and the enabling fixed the issue. Thank you very much!

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  3. Anonymous
    2021-10-27T17:48:43+00:00

    I am windows 11 what do I do

    I tried to make the steps of Windows 10 but it didn't work

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  4. Anonymous
    2021-10-05T17:04:13+00:00

    Updating: 2 weeks ago (september 2021) a automatic update in my pc solved the problem. So, for me it was clear the was a software problem. Now my biometrci is back. I am happy again.

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