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
    2020-06-09T20:20:25+00:00

    Hope it works for you it did not work for me...

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  2. Anonymous
    2020-06-09T20:16:20+00:00

    Did this fix it for you?  I had tried this previously with the Biometric driver and it didn't work for me.  I also didn't have the Roll Back Driver button available.  And to be honest I tried almost every suggestion on that webpage (short of deleting everything and reinstalling Windows).  Those directions above say to do it with all drivers related to Windows Hello, but I don't know which others that would be.  And I'm a little scared to break anything else.  At this point I'm just living with having to enter my pin instead (since I didn't feel like starting over and reinstalling everything).

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  3. Anonymous
    2020-06-09T19:35:04+00:00

    I found a solution in this link: 

    https://helpdeskgeek.com/windows-10/how-to-fix-windows-hello-fingerprint-not-working-in-windows-10/

    • update the drivers by right-clicking Start > Device Manager.
    • Find the relevant drivers under Biometric devices, right-click your device and select Remove driver software.
    • Do this for all drivers related to Windows Hello and restart your device.
    • Right-click and select Scan for hardware changes and the system will detect and install the drivers again.
    • You can also roll back the corrupted or outdated driver to its previous version by double clicking Biometric Devices and select Roll Back Driver in the properties section.
    • Click OK once it’s done.

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  4. Anonymous
    2020-06-09T19:30:11+00:00

    Hi-

    Windows needs to create a fix for this because we found that upon update to the latest windows the windows HELLO, EXITS...meaning it vanishes ....and you cannot add another fingerprint  etc reader since it must carry microsoft windows authentication...imagine, microsoft left it out!!? I was told by the support geeks that if enough people have the problem microsoft will need to create a fix for this one issue....

    My fingerprint reader/scanner worked perfectly fine until my update....I tried everything imaginable and spent 20 days trying all sorts of fixes to no avail...until we found where it told us that windows hello EXITS upon update.....

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