Windows Hello Fingerprint not working

Anonymous

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***

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

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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143 additional answers

Anonymous

2020-05-24T13:42:10+00:00

still the problem is there.not solved .plz help
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Anonymous

2020-05-16T19:55:18+00:00

Thank you for your reply. On the one hand it's nice to know someone else is having the exact same issue, on the other hand I wish we had a solution. I called LG and they had no idea. Their suggestion was a factory restore, which of course is not something I want to do, particularly if it really is a Windows issue it will just return when all the updates run. Very sad to lose my fingerprint login ability. I hope Windows will realize it's their fault and find a fix. The Microsoft Level 2 support guy blamed LG so until someone takes ownership we won't get a fix :-(.
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Anonymous

2020-05-16T16:25:35+00:00

I was told that the Windows update we both did to 1909 has no fix yet for my Lenovo S740 laptop because my windows hello "EXITS" upon updating...had all the issues like you did...I spent days doing every fix known to man and until there's a fix from Microsoft, Lenovo is unable to do anything to help me....My Lenovo support says it is out of their control since windows hello is Microsoft property....ugh!!
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Anonymous

2020-05-16T02:20:15+00:00

I did the update to version 1909 yesterday (5/14) and now the fingerprint reader on my LG Gram has stopped working. In device manager under biometric devices mine has the yellow triangle with an exclamation point. I've uninstalled the driver and when it found the device again, it had the same problem. The roll back option is greyed out. In control panel under sign in options for the Windows Hello Fingerprint it says no fingerprint scanner is found. I even tried uninstalling 1909 but that didn't help. I have an LG app that updates drivers, ran that, didn't help. I talked to Level 2 of Microsoft support and they said to call LG. So I'll call them tomorrow. Very annoying.
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