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.

0 comments
Answer accepted by question author
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.

Was this answer helpful?

1200+ people found this answer helpful.
0 comments

143 additional answers

Sort by: Newest
Most helpful Newest Oldest
  1. Anonymous
    2020-06-09T23:54:51+00:00

    Try doing it like this:

    I first tried running windows updates that i was missing and restarting my computer. Go to Windows Settings --> Update & Security --> Windows Update--> Download and Install/ Restart Now. Then:

    • windows start button + X --> Device Manager.
    • Biometric Devices --> Scan for hardware changes. Then,
    • Synaptics WBDI SGX  and right click
    • Properties--> Driver -->Roll Back Driver, OK

    Hope it works!!!

    Was this answer helpful?

    0 comments
  2. Anonymous
    2020-06-09T23:44:28+00:00

    Yes it did! it magicly fixed it. I had also tried with everything else, but not with the "roll back driver". It worked and now i'm signing in again with my finger print : )

    Was this answer helpful?

    0 comments
  3. Anonymous
    2020-06-09T22:15:11+00:00

    Yes, my problem came right after an update but it also came as a Microsoft tech support rep was trying to fix another unrelated issue I had so I wasn't completely sure if it was the update or the "help" (which didn't fix my other issue either).  I can't believe Microsoft wouldn't be all over this problem.  I also can't believe my manufacturer, LG, didn't know about the problem.  Ugh!

    Was this answer helpful?

    0 comments
  4. Anonymous
    2020-06-09T20:34:20+00:00

    No it did not work...I pray microsoft will have a "fix" for this soon...it has to do with the windows update, and if you read some of the past posts regarding this you will find the issue is the update makes the windows hello "exit"....

    Was this answer helpful?

    0 comments